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FAQ - Delivery & Lead Times, Returns Process | MR AND MRS DESIGNER



Customer Care

Information on delivery, exchanges and returns, plus warranty information.

MR AND MRS DESIGNER delivers your orders from our own Melbourne warehouse and partner warehouses around the country. Not all of our products are available for immediate delivery and may be subject to the lead times as indicated on the product page.

As soon as you place an order with MR AND MRS DESIGNER you will receive an email confirmation. Once the order has been processed, you will receive another email confirming dispatch as well as the relevant details for tracking your delivery.

Within Australia

Depending on your location, Australian deliveries will be within five (5) to ten (10) business days for items in stock. Delivery to remote Australian areas may take longer but our aim is to deliver your order as quickly as possible.

Products with a lead time will take longer and your order will be dispatched either separately or altogether. Please note our lead times are indicative only.

International

MR AND MRS DESIGNER does ship internationally. Shipping options and rates to your international destinations are also available at the checkout. As international shipping times vary between services and destinations, please contact us so that we may provide you with more information.

Some international orders are subject to local import tax which will be billed to you upon arrival in your country.

Small, Medium, Large or Oversized Orders will be delivered via Post or Courier and costs will be calculated based on weight and distance in the checkout. Please note for delivery of large items to remote areas, we may be required to obtain a quote separately, and a customer service member will contact you directly.

Please note that a signature will be required upon delivery at the nominated address. Delivery will usually occur between 9:00 am and 5:00 pm Monday - Friday and we are unable provide an exact time or call prior to delivery.

If an exact time or call is required prior to delivery, we recommend making a note at checkout.

Please make sure that the shipping address is correct as we're unable to redirect orders once they are on their way to you. The delivery address must be an address within Australia and cannot be a PO Box or Freight Forwarding Location.

Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum.

MR AND MRS DESIGNER will cover the insurance of your purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by MR AND MRS DESIGNER and transfer of responsibility in the same way.

Please choose carefully as refunds are not provided for change of mind or incorrect selection. We recommend you carefully preview any orders before proceeding with your order. If you make an error please contact our customer service team immediately for assistance at care@mrandmrsdesigner.com.au

At MR AND MRS DESIGNER we want our customers to be completely satisfied with their purchase.

We therefore recommend you read our Cancellation & Returns Policy prior to you making a purchase from MR AND MRS DESIGNER, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law. This policy should be read in conjunction with our Sales Terms which are found on our website.

We also recommend you immediately inspect any goods that we deliver to you to ensure that you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

We will not accept the return of the Goods delivered to you if the Goods delivered have been accepted or deemed accepted by you or you wish to change your mind and cancel the Sales Order, unless we choose to do so in our sole discretion.

If we do accept a cancellation of your Sales Order, you agree to arrange a return of the Goods, at your cost and risk, to our nominated returns depot or store, as we nominate, and you agree to return the Goods in their original condition, accompanied by the original Sales Order docket receipt or another form of proof of purchase. You also agree that we are entitled to deduct from any refund of the Payment made by you, the cost of the original delivery and an amount that we reasonable believe reflects the loss to us in accepting the cancellation, including any storage costs and any mark down of the price of the Goods.

Our Goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Goods repaired or replaced if the Goods fail to be of acceptable quality and the failure does not amount to a major failure.

In addition to all rights and remedies to which you may be entitled under the ACL and any other relevant legislation, we offer, on behalf of the manufacturers of the Goods, the respective manufacturers' express warranties for those Goods as outlined on the Warranties section of our website (Express Warranties). The Express Warranties do not exclude, restrict or modify any of your statutory rights or remedies.

If any goods arrive damaged, please contact us at care@mrandmrsdesigner.com.au as soon as possible. MR AND MRS DESIGNER will arrange to have the damaged goods returned and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.

Should MR AND MRS DESIGNER approve any amount of refund, it will be made via the method of payment you used to make your online purchase. Refunds will be processed as soon as the goods have arrived into our warehouse and have gone through inspection.

Where MR AND MRS DESIGNER considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to MR AND MRS DESIGNER or will be at MR AND MRS DESIGNER's cost. Otherwise you agree to arrange a return of the Goods, at your cost and risk, to our nominated returns depot, as we nominate, and you agree to return the Goods in their original condition.

Should MR AND MRS DESIGNER deem the product be repaired, you may return goods we have delivered to you by mail by contacting us at care@mrandmrsdesigner.com.au.

Goods must be returned within a reasonable time. This timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid.

Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.

You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.

We recommend you follow the following steps to ensure an efficient returns process:

  • Report your return in writing to MR AND MRS DESIGNER by sending an email to either care@mrandmrsdesigner.com.au or calling (03) 8454 9081.
  • Pack the goods to be returned as carefully as possible.
  • Please retain original packing as this way the goods are ideally protected against damages in transit.

Where you have any questions or concerns relating to your order, please immediately contact us at care@mrandmrsdesigner.com.au.

For warranty purposes, MR AND MRS DESIGNER acts as agent for the manufacturers we represent and will manage the warranty claim process on behalf of our customers. Manufacturer warranties will vary depending on the products purchased and can be accessed via the links on this page. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. In addition to all rights and remedies to which you may be entitled under the Australian Consumer Law and any other relevant legislation.

Customers who have purchased products from MR AND MRS DESIGNER and experience product failure within the manufacturer warranty period may be entitled to make a warranty claim to cover the costs of repair or replacement of the product.

MR AND MRS DESIGNER will manage the warranty claim process on behalf of the customer and final decision on the warranty claim sits with the manufacturer. Custom fabric or leather that is applied to products that has not been supplied by the product manufacturer will be subject to warranties provided by the fabric/leather manufacturer and will not be covered by product manufacturer warranties.

If MR AND MRS DESIGNER has supplied the fabric/leather, please contact our customer service team for warranty details. Customers who have provided their own fabric/leather will need to contact their supplier for warranty issues relating to fabric/leather. To make a warranty claim, please ensure you have the following information.

This will assist in expediting the warranty claim:

  • Proof of purchase (copy of invoice, point of sale receipt or sales order); image and description of fault.
  • Address where the product is currently located; contact details of the claimant (must correspond to the purchaser’s details).

Please note that manufacturer warranties only apply to original purchasers. Where a product has been purchased second hand, Living Edge and the manufacturer will no longer be liable for claims against product warranties. This does not affect any rights or remedies to which you may be entitled under the Australian Consumer Law.

Once these details have been obtained, please contact MR AND MRS DESIGNER service on (03) 8354 9081 or via email, care@mrandmrsdesigner.com.au.

Our service department will usually respond within 5 working days. Given the nature of the products sold and location of our manufacturing partners, warranty claims are usually finalised within 30 days if the parts are located in Australia. However if the product requires repair using parts that need to be sourced internationally or the product needs to be replaced, this could take up to 3 months.

Note that the customer is responsible for the cost of delivering the product to MR AND MRS DESIGNER and shipping once the warranty process is complete. If the warranty claim is approved by the manufacturer, the costs of providing the remedies as set out in the manufacturer's Express Warranty will be covered by the manufacturer or MR AND MRS DESIGNER.