Frequently Asked Questions

We're sorry for any inconvenience caused due to missing parts. Please note that for some sofas, there might be parts located under or at the back of the sofa inside a zipper or under a velcro cover. For some bed frames, there might be parts located at the back of the headboard.

If the parts are not found, please send an email to info@thea2zfurniture.com with your invoice/order number, pictures/ video explaining the problem, and a picture of the instruction manual with the part highlighted. We'll work to resolve the issue promptly.

We're sorry to hear that you're experiencing an issue with your product. To initiate a warranty claim, please send an email to our customer service team at info@thea2zfurniture.com with your invoice/order number included in the subject line. Please provide a detailed description of the problem and attach any pictures or videos that highlight the issue. Our team will review your claim and work with you to find a resolution as quickly as possible.

We recommend considering your personal skill level and the complexity of the item when deciding whether to get an assembly service. Most items require the use of an electric drill to fix the screws, but some may require special tools or additional expertise.

For flat-packed items with glass or marble components, we highly recommend using our assembly service to ensure proper and safe installation. Our experienced technicians will ensure that your item is assembled correctly, minimizing any potential for damage or safety concerns. Please contact us to get a quote for assembly.

To edit an existing order, you can follow either of the two methods. Firstly, you can send us an email at info@thea2zfurniture.com with the invoice number or order number mentioned in the subject line. In the email, provide us with a detailed description of the changes that you would like to make to your order. Our team will review your request and get back to you as soon as possible.

Alternatively, you can visit the store from which you purchased the item and request to make changes to your existing order in-person. Our store representatives will assist you with the necessary changes and ensure that your order is updated accordingly.

We recommend contacting us as soon as possible if you wish to make changes to your order. This will allow us to make the necessary arrangements in a timely manner and ensure that your order is delivered or picked up according to your new preferences.

If you have any further questions or concerns, please do not hesitate to contact us, and we will be happy to assist you further.

We offer a variety of payment methods to suit your needs.

For online orders, we accept Visa, Mastercard, American Express, Shop Pay, Google Pay, Apple Pay, and PayPal. 

For in-store purchases, we accept cash, Visa, Mastercard, and American Express.

However, please be aware that there is a 1% surcharge on Visa and Mastercard credit and tap and pay transactions, and a 2% surcharge on American Express.

In addition, on certain orders, we may require proof of identification (such as a driver's license) and the credit card used to make the purchase before pickup or delivery.

Apart from these options, we also accept a range of finance options that may be suitable for you. If you have any questions about our payment methods, please don't hesitate to reach out to us.

We want to make it as easy as possible for you to purchase the furniture you love. That's why we offer a range of finance options to help you get the furniture you want without breaking the bank.

We currently accept Afterpay, Zippay, Zip Money, Humm, and Latitude Interest Free. These options give you the flexibility to pay off your furniture over time, making it more affordable and manageable.

Afterpay is a popular buy-now-pay-later service that allows you to make purchases and pay them off over time in installments. When you choose to use Afterpay, you can select the items you want to purchase and then pay for them in four equal payments over a set period of time. The payments are interest-free, and there are no additional fees if you make your payments on time. Afterpay is a convenient way to spread the cost of your purchase out over time, making it more affordable and manageable.

Zip Pay is a digital wallet and buy-now-pay-later service that allows you to make purchases and pay them off over time in flexible installments. When you use Zip Pay, you can select the items you want to purchase and then pay for them over time. You can choose your repayment schedule and amount, making it easier to budget and manage your payments. There is no interest charged on your purchases, and there are no hidden fees as long as you make your payments on time. Zip Pay is a great option if you want to spread the cost of your purchase out over time without having to pay for it all upfront.

Zip Money is a digital wallet and line of credit service that allows you to make larger purchases and pay them off over time in flexible installments. When you use Zip Money, you can apply for a line of credit, and then use it to make purchases at participating retailers. You can choose your repayment schedule and amount, making it easier to budget and manage your payments. There is interest charged on your purchases, but there are no hidden fees as long as you make your payments on time. Zip Money is a great option if you want to make a larger purchase and pay it off over time with a line of credit that you can access as needed.

Humm (formerly known as Certegy Ezi-Pay) is a buy-now-pay-later service that allows you to make purchases and pay them off over time in interest-free installments. With Humm, you can choose the items you want to purchase and then pay for them over a set period of time. The payments are interest-free but there are plan establishment and book keeping fees. It's a convenient way to spread the cost of your purchase out over time, making it more affordable and manageable. (HUMM PAYMENTS ARE ONLY PROCESSED IN STORE)

Latitude Interest Free is a finance option that allows you to make purchases and pay them off over time in interest-free installments. When you use Latitude Interest Free, you can choose the items you want to purchase and then pay for them over a set period of time. The payments are interest-free, and there are no additional fees apart from the monthy account fee if you make your payments on time.

If you have any questions or need help selecting a finance option that works for you, please don't hesitate to reach out to us. Our team is here to help you find the best way to bring your furniture dreams to life!

Yes, we do offer a lay-by option for our customers in-store. However, it is only available on selected products, and our management has complete discretion to choose the products offered on Layby and change the terms without prior notice.

The Layby contract requires a minimum deposit of 25% of the total price (including GST), and the maximum period for the contract is 90 days. It is essential to arrange delivery or pick up within 90 days, and failure to do so may incur reasonable storage and administration fees.

If you wish to cancel an order, there is a cooling period of 2 calendar days where you can do so without any cancellation fees. However, after the cooling period, there will be a 20% cancellation fee of the total price (inclusive of GST) of the product being cancelled. Please note that change of product is not allowed unless management approves. If the management has agreed to change the product, the new product's price must be either the same as the original product price or higher.

If delivery is required, please give us at least 5 - 7 working days' notice to arrange it. For more information about our Layby option, please get in touch with us, and we will be happy to assist you further.

You can order online and pick up for free from our Rocklea warehouse, but only by appointment. Call 07 3161 5415 to arrange pickup, and bring your order confirmation email and photo ID to the store.

If you paid by credit card, the cardholder must be there with photo ID to verify details.

Note that when using POLI Internet Banking, goods can be picked up or delivered only after funds are received in our Bank Account. We'll email you about this.

If someone else is picking up for you, contact us beforehand, or you won't get your goods.

Our warehouse is open:

• Mon to Fri: 9.30 AM to 4.30 PM
• Sat: 9.30 AM to 3.30 PM
• Sun and Public Holiday: 10.30 AM to 2.30 PM

Choose Pick Up when ordering online, and we'll do the rest. If you want to pick up from our other store, contact us.

If products are delayed, our sales team will tell you when they contact you.

Note that you must provide your own transportation materials (strapping, rope, protective coverings) for Pick Up purchases. We don't provide them.

We deliver to most of the metro areas in Brisbane, Gold Coast, Sunshine Coast and Toowoomba.

The delivery cost is determined by the item being delivered and the distance. You can check the delivery charge by putting your details in the checkout section. If you have any additional questions, our sales team will be able to provide you with more information about distant geographic locations. You can reach out to them before you buy using the information on our Contact Us page or after you've placed your order online, and they'll talk to you about delivery options.

Delivery choices are contingent on availability, your geographic location, and the availability of the items ordered. Please call your nearest store to learn more about your delivery options.

When choosing Delivery, please note:

• Delivery is to ground level / front garage only. Additional charges apply for taking goods inside the property. Please visit the Assembly Terms and Conditions page for details.
• If delivery is to an upstairs area, please advise the store when organising delivery so we can quote you for that.
• If you have paid for your purchases by credit card, the cardholder will need to be present at the time of delivery along with their photo ID to verify the credit card details.
• If nobody is available to accept the delivery at the nominated address and time, we will be unable to complete the delivery. In those circumstances, we will contact you to arrange re-delivery, and additional charges may apply.
• Please ensure that the access is appropriate for the furniture being delivered. 
• The delivery/ assembly charge is not refundable in any circumstance, so if you have any questions, please get in touch with us before placing the order.

If you need to return an item, please follow our Returns Policy outlined below:

1. COOLING PERIOD: If you change your mind or the product doesn't match your expectations, you can return it for a full refund within seven calendar days of the date of your order (for most orders), 48 hours for LAYBY orders and Mattresses. A 20% restocking fee will be charged for all orders (including pre-orders) past the cooling-off period. Please note that the delivery/assembly charge is non-refundable.

2. PROOF OF PURCHASE: You must provide proof of purchase, such as a tax invoice, order confirmation email or payment plan details in case of Afterpay, Zippay, Latitude Interest Free and Humm. You may also be required to present a photo ID when requesting a refund, exchange, or repair.

3. CLEARANCE ITEMS/PRODUCTS SOLD AS IS: We do not offer returns on clearance and display items sold at a reduced price. Defects in products sold "As Is" brought to your attention before purchase are not covered under this return policy.

4. HOW TO MAKE A CLAIM: To make a claim under this return policy, you must notify The A2Z Furniture within seven calendar days of the day of purchase. Please email us a detailed description of the return request with a copy of the Tax Invoice to the email address of the respective store from which the goods were purchased. The A2Z Furniture will only accept product returns where you can provide proof of purchase and the product is not fit for its intended purpose or does not match the sample or our description significantly.

Please note that refunds are generally only paid to the customer whose personal details are noted on the Tax Invoice, and refunds will be processed using the original payment method or bank transfer at our discretion.

And please remember, refunds or returns are only available where the product is returned undamaged, in its original condition and packaging, complete with instruction manuals, assembly instructions, and accessories.