FAQ

Frequently Asked Questions

What is the average lead time?

This varies from time to time and product to product. Estimated time of arrival (ETA) is quoted in good faith and every effort is made to make sure that the ETA quoted is realistic and adhered to. However, occasionally factors beyond our control may cause delay. If we can foresee an unavoidable delay, you will be notified and offered our sincere apologies and our thanks for your understanding. Please note that we are unable to provide a progress report during production, as the process is lengthy and is usually very fluid.

Please let us know if you have a special dead-line to meet. If we have serious doubts in meeting your dead line, we will be honest and regrettably decline your business. Alternatively, if we believe that it is “do-able”, we will do our absolute best to help if we can, and we trust you will understand if we fail (in spite of our best efforts) for reasons beyond our control.

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How will I know when my furniture is ready for delivery?

Once your furniture is ready for delivery our warehouse manager will email/call you to schedule a delivery date. As delivery route planning is determined by a third-party truck company, please understand that we are unable to give you a precise time for delivery.  

Most deliveries, although not all, are done in the morning. Please ensure someone is at home ready to receive your goods on the appointed day. In the event there is no-one home to receive your furniture on the appointed day, a second delivery will be scheduled at your cost.

If you require a delivery at a particular day or window of time, you will have the opportunity to notify our warehouse manager via the Arrange Delivery form, which will be sent to you.  Our warehouse manager will call you to organise your delivery via a taxi truck, please note that this may incur an additional cost.

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What about warranty?

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 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.

For substantial furniture items, in addition to the consumer guarantees contained in the ACL, Urban Rhythm provides you, the original purchaser, under conditions of normal domestic use (locally made products only), with a conditional warranty – 5 years for timber; 10 years for sofas. Please note, this conditional warranty obligates customers to pay close attention to the care and maintenance of their purchases. It also excludes all reasonable wear and tear, and damage caused by negligence and accidents. A copy of our warranty, together with care instructions, will be provided with each furniture delivery.

Product warranty issues can be raised with us by filling in our Service Request form. This is the fastest way for your issue to be addressed.

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Do you have a timber stain to match my furniture at home?

We do offer a range of different stains, and we invite you to come and see them in person in our showrooms, and find a close approximation to what you are looking for.

However, it is important that you are aware of the following:

For reasons explained before, “exact” duplication of any given stain is not only costly to attempt, but practically impossible to achieve — at the very best, it will be an close approximation.The stain sample you will see in our showrooms must only be regarded as a “guide”.

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Does Urban Rhythm do wedding registries?

Yes. We are happy to organise a gift registry where guests can contribute toward furniture of your choice – whether the wedding be for you or someone else!

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What address details do you need from me?

For a smooth and efficient delivery service, please check that you have given us the correct address and contact numbers of your intended delivery location (this is essential if customers are moving house). It is important that you provide us with a number that you are likely to answer during business hours, or at least offer a message bank service. Should any delivery details change throughout the manufacturing period, please contact us immediately. We would appreciate if you can provide us with your e-mail address at the time of purchase; it certainly will be very helpful if we need to communicate with you.

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Can I delay my delivery for a later date?

Our warehouse capacity is limited and is only sufficient for goods “in transit”, therefore we are unable to provide longer storage and will require that all goods be delivered or collected within two weeks after their arrival at our warehouse. In exceptional circumstances we can extend the storage time of your goods to a maximum of 4 weeks; however we respectfully request that the outstanding balance be paid in full upon your request for extension. Storage fees (at the current market rate) will be charged for goods not delivered or collected within 30 days after arrival at our warehouse.

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Can I purchase my furniture via lay-by?

Yes. Urban Rhythm accepts lay-by orders that span over a period up to 6 months (ideal while you are building). Conditional upon this is the requirement that you pay an initial deposit of 20% and regular monthly payments equivalent to 20% of the purchase price. Notification is required 2 months prior to your required delivery (or pick up) date. Production will commence once notification has been received and not less than 40% of the total value of goods ordered has been paid for.

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How do I find out how my order is progressing?

Please be advised that we are unable to provide progress reports of your order during the course of production (i.e. before the estimated delivery date). No news means we expect everything is running on track. However, we emphasise that the delivery dates quoted are approximate and based on good faith. Once production has commenced on your order no change or alteration is possible. However, we will certainly communicate with you should we encounter an unexpected delay or issues which require a decision from you. For other questions relating to your order prior to delivery, fill in the Pre-delivery Questions form

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Do you deliver outside Metropolitan Melbourne?

Yes. We often have interstate and country customers, and are happy to deliver to most major towns and cities in Australia.

If you would like to organise your own transport company, we are able to deliver to your regional or interstate carrier’s depot for you. On your request, we can also find a carrier and get a quote for you, to help tee up the whole process for a small fee. Please feel free to get in touch with us for more information.

Furniture is a very personal and tactile experience: we always recommend that you experience our products - to see and touch them in person - before purchasing.

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Can I pick up my furniture instead of paying for delivery?

If your furniture is small and portable (e.g. bar stools, coffee tables etc), a family car with hatch back may be sufficient in most cases for pickups. You must however come equipped with all necessary packing materials and sufficient man power to load and pack. Pick-ups are strictly limited to our Carrum Downs warehouse which operates between 9:00 am – 4:30 pm Monday to Friday (please allow for packing time). Not unlike a new car, most furniture items require pre-delivery preparation or fork lift transfer from our multi-storey racks. It is therefore important that you make prior arrangement with our warehouse manager before coming in for pick-ups or you will certainly face lengthy waits.

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When do I make the final payment?

Our delivery manager will get in touch with you by email to make final payment approximately two weeks before your scheduled delivery date. All payment details, including available payment methods, will be included in the email.

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What should I do to prepare my house for delivery?

Please note that the Health and Safety Act restricts carriers from removing their shoes while carrying furniture. It is therefore your responsibility to protect your floor and ensure the furniture can get through doorways, down corridors, and into elevators (if any). Prior to delivery, ensure that all precious items and other objects that may impede delivery or could be damaged are removed. It would also help if you prop open doors where possible. Any objects such as toys, pets, or skidding rugs that could potentially trip the carrier must also be cleared. Please be advised that our delivery contractors are unable to assist with emptying your space or with re-arranging furniture.

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Will the furniture fit in my house?

Always inform us at the Point Of Sale what the delivery truck is likely to face. If there are awkward access ways, steep driveways, stairs, or lifts, please ask us for a “Difficult Access Questionnaire” to fill in. From this we will make an assessment to either provide a larger delivery crew, modify construction of the piece(s) that won’t fit, or suggest to you a more appropriately sized piece. Often with a little clever pre-planning, most access challenges can be overcome. Let us know if you have any doubts; being prepared is the key.

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How do I know if Urban Rhythm offers the lowest price for the furniture I want?

We never strive to be the cheapest in town, but we are always mindful of providing exceptional value for money: in terms of style and quality, as well as intangibles like before sales advice and after sales service. We know that our prices are competitive; they are always fair and reasonable as thousands of satisfied customers have told us so. Unlike the supermarket-like bulk stores, you will never be just a number here.

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