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Date: Sunday 29-March-2020

Time: 5pm

 

We are in unprecedented and uncertain times. In response to the Australian Government, our stores are now temporarily closed.

We continue to remain open online to inspire you and provide you with the comforts of home.

To offer you some peace of mind we are extending our standard free returns period. For Linen Lovers members, we have extended the returns period to 90 days, and 60 days for all other customers.

Please refer to our shipping and returns and FAQs pages for more information.

Our Customer Support Team are available from 10:00am – 5:00pm Monday to Friday AEST.

We’ll continue to monitor the situation daily and provide ongoing updates via our website, but for now we hope your loved ones stay safe and healthy, and we look forward to welcoming you back into our stores when the time is right.

 

Thank you for your ongoing support, 

Mark Ronan

Chief Executive Officer

And the entire Adairs team x

 

Date: 27-March-2020

Time: 3pm

 

All stores will temporarily close as of 5pm Sunday 29 March, however our online store remains open. 

To our valued Adairs customers,

We are in unprecedented and uncertain times. To protect the health and safety of our store teams and you, we have made the difficult decision to temporarily close all stores as of 5pm Sunday 29 March.   

Our hearts go out to all those impacted by COVID-19. This includes not only those directly impacted by the virus, but also their friends and family, those whose jobs and schools have been impacted, and so many more.   

We know how important a sense of community is at such times of uncertainty, and our mission to serve you continues. Therefore, please note the following:

Extended returns: For those who have recently purchased, to offer you some peace of mind we are extending our standard returns period. For Linen Lovers members, we have extended the returns period to 90 days, and 60 days for all other customers. Please refer to our returns page for more information.

Online remains open: We continue to remain open online to inspire you and provide you with the comforts of home. 

We are here to assist: Our Customer Support Team are available from 10:00am – 5:00pm AEST Monday to Friday.

We’ll continue to monitor the situation and provide updates via our website, but for now we hope your loved ones stay safe and healthy, and we look forward to welcoming you back into our stores when the time is right.  

 

Thank you for your loyalty and ongoing support,

Mark Ronan

Chief Executive Officer

And the entire Adairs team x

 

Date: 23-March-2020
Time: 10pm


To our valued customers,

We are in unprecedented and uncertain times. What remains constant for us at Adairs is home, and the homes of our friends, family and valued customers.

Stores remain open at this stage. We know how important a sense of community is at such times of uncertainty, and our mission to serve you continues. However we have made, and will continue to make, decisions that ensure the health and safety of our teams and you, whilst providing you with the comforts of home.


Therefore, please note the following:
Our stores open from 10-5pm, 7 days: The reduced operating hours ensure our team have dedicated time to create a safe and hygienic environment.

Our online store is ALWAYS open: We encourage you to be inspired and shop from the comfort of your home with 100+ new arrivals landing every week.

Extended returns in store and online: There is plenty of time for you to change your mind with extended returns. Our Linen Lovers members will now enjoy a 90 day return period, whilst non-Linen Lovers members will have their return period extended to 60 days.

Reducing cash handling: To protect the health and wellbeing of our team and you, we encourage you all to use EFTPOS/CREDIT card where possible.

Phone & collect in store: Should you wish to browse from home but collect from your local store, please use our ‘Find In Store’ function on the product page to check stock availabilites. Call ahead to your store and our friendly store teams will prepare your order ready for collection to reduce your time spent in store.

Social distancing: We encourage all of you when visiting stores to please respect the social distancing policy of 1.5m put in place. If you are feeling unwell, please rest at home and enjoy shopping with us online.

We are here to assist! Our Customer Support Team are available for over-the-phone support from 10am – 5pm AEST Monday to Friday.

We’ll continue to monitor the situation daily and provide ongoing updates via our website, but for now we hope your loved ones stay safe and healthy.

Meanwhile, we will continue to focus on inspiring you, brightening your news feed and showing you how to create your ultimate home sanctuary.

Thank you for your ongoing support and loyalty,

Mark Ronan, Chief Executive Officer

And the entire Adairs Team x

Date: 18-March-2020
Time: 6pm

We hope you are all well and looking out for each other during these unprecedented and uncertain times.

What remains constant for us at Adairs is home, and the homes of our friends, family and valued customers.

Our number one priority is the health and safety of all our team members and you. Rest assured, we are continuing to create a safe and hygienic environment by adhering to Australian and New Zealand Governments guidelines across our stores, online distribution centre and offices.

To warm your hearts and home, we will continue to inspire you, brighten your news feed and show you how to create beautiful spaces so that your home remains your ultimate sanctuary.

We’ll continue to monitor the situation daily and provide ongoing updates. At this time our stores and online remain open for inspiration and business.

Love,
Adairs x

 

 

Store Information

Our stores are temporarily closed as of 5pm Sunday 29th March, however online remains open.

 

Delivery Information

Our stores are temporarily closed, however our online store remains open.

Please note: our regular shipping time frame is currently being affected by procedures we’ve put in place to ensure the well-being of our team and customers amidst the COVID-19 pandemic. This also applies to our delivery partners. Your order may not arrive within our normal shipping window – but we thank you for your understanding in what is a challenging time for all of us.

For over-sized items, your item/s will still be delivered during the agreed time frame, however with new contact-less delivery measures in place by our delivery partner, there will be some changes:

2 Man Delivery/ 2 Man Delivery Heavy

All items will be delivered through the “first point of egress” and no longer to room of choice (This is the first space within your home that you can close off to the public eg: Entry Hall, Garage, Patio).

We will not be offering assembly or unpacking services at this time.

You will not be required to sign for proof of delivery to maintain social distancing and hygiene rules.  Instead, drivers will photograph your item delivery in place to indicate a completed delivery.

If your items are not be able to be delivered through first point of egress, then you can provide an authority to leave in a safe, weather-protected location. Please know that no items can be left at your delivery location without your prior consent.

1 Man Home Delivery

You will not be required to sign for proof of delivery to maintain social distancing and hygiene rules.  Instead, drivers will photograph your item delivery in place to indicate a completed delivery.

If your items are not be able to be delivered through first point of egress, then you can provide an authority to leave in a safe, weather-protected location. Please know that no items can be left at your delivery location without your prior consent.

 

FAQs

I am waiting for my order to arrive into store for me to pick up, what should I do?

If you are waiting for an order to arrive into your local store for collection, please contact our Customer Support Team on 1300 783 005.

Are you still shipping?

Currently, our delivery partners are advising that orders will continue to be delivered and we will be in contact if there is any change to this.

At this time, online orders may take slightly longer to dispatch. We will always endeavour to ship your items as soon as possible. We have recently implemented new policies and procedures in our distribution centres for the health and safety of our team and our customers, resulting in some delays. We apologise for any inconvenience caused.

 

Where is my order?

All orders are currently being dispatched from our local distribution centers via our delivery partners. At this stage, our delivery partners are advising that orders will continue to be delivered and we will be in contact if there is any change to this. Once your order is shipped, you will receive a shipping confirmation email with your tracking number. Please track your order through our delivery partner websites:

Australia Post: auspost.com.au

Toll Group: tollgroup.com

 

How do I divert my parcel to a new address?

If your parcel is a standard size, we advise you to go to auspost.com.au, create an account and divert your parcel to a new address.

Should your order be oversized, please contact the customer service team on 1300 783 005 and they’ll be happy to assist you further.

 

I have ordered a pick-up oversized item, when can I pick it up?

Effective immediately, all Customer Collections from our delivery partner can no longer be completed due to social distancing measures in place.

If you have an order ready for collection, or have selected this delivery option, we will contact you to arrange a re-direction to an alternative agreed delivery address.

 

I have ordered an oversized item to be delivered, are you still delivering?

Your item/s will still be delivered during the agreed timeframe, however with new contactless delivery measures in place by our delivery partner, there will be some changes:

 

2 Man Delivery/ 2 Man Delivery Heavy

All items will be delivered through the “first point of egress” and no longer to room of choice (This is the first space within your home that you can close off to the public eg: Entry Hall, Garage, Patio).

We will not be offering assembly or unpacking services at this time.

You will not be required to sign for proof of delivery to maintain social distancing and hygiene rules.  Instead, drivers will photograph your item delivery in place to indicate a completed delivery.

If your items are not be able to be delivered through first point of egress, then you can provide an authority to leave in a safe, weather-protected location. Please know that no items can be left at your delivery location without your prior consent.

 

1 Man Home Delivery

You will not be required to sign for proof of delivery to maintain social distancing and hygiene rules.  Instead, drivers will photograph your item delivery in place to indicate a completed delivery.

If your items are not be able to be delivered through first point of egress, then you can provide an authority to leave in a safe, weather-protected location. Please know that no items can be left at your delivery location without your prior consent.

 

Can I cancel my order?

Please note that if you have already received shipping confirmation, we unfortunately cannot cancel your order. To offer you some peace of mind, we are extending our standard returns period. For Linen Lovers members we have extended the returns period to 90 days and 60 days for all other customers.

 

If you wish to cancel you order and have not received a shipping confirmation note, please contact our Customer Support Team on 1300 783 005.

 

Can I get a refund?

If your order is in transit, we unfortunately cannot refund until you receive your order.

If you have received your order and would like a refund, we have recently updated our refund policy where you can opt to receive an e-gift card to the value of 110% of your order. Please refer to our refunds policy for further information. Please contact our Customer Support Team on 1300 783 005. 

 

If my local store is closed, how do I return or exchange my item?

As stores are closed as of 5pm Sunday 29th March, you'll need to follow our returns process here.

Please contact our Customer Support Team 10am - 5pm Monday to Friday on 1300 783 005.

 

Can I use my Adairs Gift Card online?

Yes, but please note, only gift cards commencing with number ‘608621’ may be redeemed online. If your gift card has a different prefix to the one above, it cannot be redeemed online, and may be redeemed in store only (if it is within 36 months from date of issue).

If you need assistance, please contact our Customer Support Team on 1300 783 005.