General Information

WHERE CAN I FIND DETAILS ON PRODUCT DELIVERY INFORMATION?

Information on Furniture Delivery, differences between Premium and Standard Delivery and delivery times can be found on our delivery page.

CAN I RETURN ONLINE PURCHASES AT YOUR STORES?

No unfortunately all items must be returned to our dispatch located at 12 Upward Street Leichhardt Sydney NSW. See our returns page.

CAN I RETURN STORE PURCHASES ONLINE?

Unfortunately, we cannot process returns for store purchases online. Further information regarding Returns and Cancellations is located on our returns page.

HOW LONG DOES MY REFUND TAKE?

Refunds generally appear on you credit card statement in one to two billing periods. If you pay be credit card your refunds will take the form of a credit back to the same card used to make the original purchase. Further information regarding Returns and Cancellations is located on our returns page.

WHERE CAN I FIND DETAILS ON RETURNS AND CANCELLATIONS?

Information on Returns and Cancellations is locatedreturns page.

HOW DO I CANCEL MY ORDER COMPLETELY?

If you have “Finalised your order” and decide you do not want to complete the order, you can leave the ordering process at anytime before you ‘submit order’ by using your browser’s back button, the ‘back’ link, or clicking on the logo at the top of the page to return to the homepage. Once you have submitted your order, it can only be cancelled via phone or email on get-in-touch/ page. Please note that we cannot cancel an order online if it’s already in the delivery process. To enquire about cancelling or changing an order that’s already been placed or paid, please call (02) 9698 8860, and if you are a Retail or Trade Customer call (02) 9564 1555 for Wholesale.

Orders, Delivery and Returns

HOW DO I ORDER OFFLINE?

To place an order offline for our product please call (02) 9698 8860 if you are a Retail or Trade Customer, or (02) 9564 1555 for Wholesale. Please understand we do require written confirmation for an order, either by a simple email or facsimile (02) 9698 8861 for Retail/Trade Customers, or (02) 9564 1755 for Wholesale.

HOW WILL L KNOW THAT YOU'VE RECEIVED MY ORDER?

Once you have submitted your order a confirmation email will be sent advising that we have received your order. You may choose to print this for your records. We will contact you to advise the status of your your order either via email or phone within 48 hours.

HOW DO I KNOW IF MY ITEMS ARE AVAILABLE IMMEDIATELY?

Once you submit your order an email will confirm we have received your order. A customer service representative will send an ORDER INVOICE within 48hrs advising inventory status, including an expected shipping date and delivery time frame and associated costs for delivery (based on your “Delivery Order Form“). If the item is currently out of stock, you will be advised of the next available stock and given the option to back order the item. Occasionally, we find that an in-stock item is damaged or defective when we fill an order and that getting a replacement for you results in your item becoming temporarily unavailable. If this should occur, we’ll strive to fulfill your order promptly and we’ll also notify you immediately.

HOW DO I SHIP TO AN ADDRESS OTHER THAN MY BILLING ADDRESS?

Yes you can, just complete the shipping address at checkout.

WILL I RECEIVE ALL THE ITEMS IN MY ORDER AT THE SAME TIME?

For your convenience, items are held for a single delivery and delivered when all furniture items on the order are available. We can deliver goods in stock at the time of purchase however a second delivery charge will be applicable when the back ordered stock arrived.

DO YOU SHIP YOUR PRODUCT ANYWHERE?

We ship La Maison products from Sydney to other states and regional areas. Contact us on 1 300 000 28 to arrange shipping.

Credit and Payments

CAN I REDEEM STORE MERCHANDISE CREDIT ONLINE?

At this time we are unable to process store merchandise credits online.

WHEN IS MY CREDIT CARD CHARGED?

Items are charged to your credit online when you make a purchase. If an item is temporarily unavailable and you wish to back-order the item, we require a 30% deposit and the balance will be charged when it is delivered.

WHICH CREDIT CARDS DO YOU ACCEPT?

We accept Visa, MasterCard – American Express is accepted however a surcharge applies.

IS MY CREDIT CARD INFORMATION SECURE?

Yes, we encrypt all credit card information during transmission and storage, so that data is private and secure.

Shopping Online

DO I NEED TO CREATE AN ACCOUNT TO SHOP ONLINE

Yes, to make a purchase on the site you are required to register an account. This is required to facilitate the order process and to take advantage of other personalisation features, such as accessing your order history and tracking your order. Additionally, when we have special offers, our registered users will be among the first to know. Registering with us is simple. All we need is your email address and a password. You can register here

ARE ALL OF YOUR PRODUCTS AVAILABLE ONLINE?

Our current furniture collection is represented online. Certain smaller or seasonal items may be available instore or through our stockist. If you have any questions, please call (02) 9698 8860.

ARE THE PRICES THE SAME ON YOUR WEBSITE AS IN YOUR STORES?

We make every attempt to have consistent pricing throughout our stores, our catalogue, and our website. In the event you find a discrepancy in pricing, please call (02) 9698 8860 if you are a Retail or Trade Customer or (02) 9564 1555 for Wholesale.

Technical Support

WHAT TYPES OF WEB BROWSERS DOES YOUR WEBSITE SUPPORT?

We support all 2019 web browsers. To view all the features on our site, you must accept cookies and enable. While we do have limited support for older browsers, we strongly encourage you to upgrade your web browser to the latest supported version.

Products

IF I SAW AN ITEM IN YOUR SURRY HILLS STORE BUT CAN'T FIND IT ONLINE, HOW CAN I PURCHASE IT?

Contact the Surry Hills Retail store to place an order (02) 9698 8860 for Retail Customers.

I HAVE SEEN AN ITEM ON-LINE AND WOULD LIKE TO VIEW THE PRODUCT BEFORE PURCHASING, WHERE DO I GO?

You can contact one of our Retail Stockists or our Flagship Retail Store in Surry Hills, Sydney to check if they have the product on the showroom floor. Simply call (02) 9698 8860.

I SAW A PRODUCT IN ONE OF YOUR SELECTED RETAIL PARTNER STORES, BUT I CANNOT SEE IT ON THE WEBSITE, HOW CAN I PURCHASE IT?

Our range is large and seasonal and not all stores carry the same product range. If you see a product in-store at one of our retail partner stores it is best to deal direct. If you see a particular product on-line you can order it through the retail partner store.

I SAW A PRODUCT ON-LINE BUT NOW I CANNOT SEE IT, CAN I BUY IT EVEN THOUGH IT IS NOT ON THE WEBSITE?

The range changes constantly and is updated with new products. Once the product has sold out it may be removed from the website, and if you require further confirmation regarding a product that no longer appears on our website please call (02) 9698 8860.

WHAT IF I HAVE QUESTIONS ABOUT YOUR PRODUCTS?

Please contact us online, or call the stockist nearest you.

Email Subscriptions

HOW DO I CHANGE MY MAILING OR EMAIL ADDRESS?

You can change your mailing and email address by signing in to your account area and clicking the appropriate links.

WILL YOU SHARE MY EMAIL ADDRESS WITH OTHERS?

No, we will never share your information with 3rd parties.

HOW DO I REMOVE MY NAME FROM YOUR MAILING LIST?

At the bottom of each email is a link that says ‘unsubscribe from this list’. Click on the link and follow the simple instructions provided. Alternatively you can sign in to your account and update your subscription preferences.

Other Questions

HOW CAN I GET A HOLD OF A REAL PERSON OR GET A QUESTION ANSWERED?

To receive a personal response, contact us here. If you have a question that we did not address, please call (02) 9698 8860 for Retail Customers or (02) 9564 1555 for Trade Customers.

I AM AN INTERIOR DESIGNER/DECORATOR, HOW CAN I PURCHASE YOUR PRODUCTS?

We have a “Design Partner” Program for Qualified Independent Interior Designers and Interior Decorators. Please contact us here if you are interested. Be aware that the high volume of requests received may delay our response to your inquiry.

ANY OTHER QUESTIONS WE HAVE NOT ANSWERED?

For questions we haven’t answered, or information we haven’t provided, please get-in-touch page. We welcome your comments and suggestions.