Customer Support Update
Call and email volume: High
Our Customer Support Team are busier than usual during these uncertain times, but we’re still here for you and listening to what you need.
We’ve summarized below the most popular questions and answers. We’re updating this daily to ensure you’ve got the most up to date information.
If you can’t get a hold of us immediately, please see below for key FAQs or updates that might help you.
Last updated: 29 May 2020
Standard Delivery Update
Australia Post
Orders are from our distribution centres are being shipped within 3 business days.
However as Australia Post are managing a higher volume of parcels across Australia, there may be slight delays on your order.
You will receive a shipping confirmation email once your order is dispatched, and ongoing status updates with Australia Post until it’s delivered.
We will continue to provide you with updates as things improve across all networks.
Standard Delivery Update
Australia Post
We are experiencing significant delays. We understand this can be frustrating.
The delays are continuing to occur as our third party delivery partner Australia Post, are managing a higher volume of parcels across Australia. Australia Post have stated that it's taking them up to 14 business days across to deliver standard items within VIC, NSW and ACT with other areas taking up to 4 business days longer.
We are also aware of Australia Post not scanning in parcels to save time, and therefore its hard for you to check the status of your order. We are working through this directly with Australia Post.
We will continue to provide you with updates as things change, please be patient with us.
Oversized Delivery Update
We use a third party logistics partner for all oversized items. They are advising that due to the volume of orders, they are delayed by up to 10 business days to dispatch orders.
From this point, our oversized delivery continues to be delivered within our standard shipping times of up to 3 weeks*
For tracking information please click on the link below, or to view detailed delivery times for your state click here.
Oversized Delivery Update
We use a third party logistics partner for all oversized items. They are advising that due to the volume of orders, they are delayed by up to 10 business days to dispatch orders.
From this point, our oversized delivery continues to be delivered within our standard shipping times of up to 3 weeks*
For tracking information please click on the link below, or to view detailed delivery times for your state click here.
Shipping FAQs
Yes, there are shipping delays for both standard and oversized items.
Yes we are.
Standard Items
We are currently dispatching all orders within 3 business days. For example, if you order on a Friday, we will aim to dispatch your order and hand over to Australia Post by the following Wednesday (3 business days).
However depending on what you’ve ordered, for example if it’s a custom order or we’ve needed to source your product from another distribution centre, your order can take longer to dispatch.
Our third party delivery partner, Australia Post however are reporting slight delays their end to manage the volume of parcels within their network.
This means your order can take up to 20 business days or four weeks to get to you at this time.
Once your order has been shipped, please track your order through our delivery partners websites:
Australia Post: auspost.com.au
Toll Group: tollgroup.com
We use a third party logistics partner for all oversized items. They are advising that due to the volume of orders, they are delayed by up to 10 business days to dispatch orders.
From this point, they are still delivering as per their standard delivery times.
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
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.
Everyday Free Shipping for Linen Lovers members & Free Shipping for orders over $150 (after discounts) for non-Linen Lovers applies to all standard Australia Post delivered items, Australia-wide. Excludes oversized items (most furniture and some oversized homewares) and gift cards.
Not a Linen Lover? Join here.
Standard Post Items are items that can be sent by Australia Post’s Standard delivery that do not contain any ‘Oversized Items’.
We are currently dispatching all orders within 3 business days after you place your order. For example, if you order on a Friday, we will aim to dispatch your order and hand over to Australia Post by the following Wednesday (3 business days).
Once you place your order for an Standard Item on our website, you'll receive an Order Confirmation email from us confirming your order details, usually within an hour.
| State | Adairs Processing and Dispatch | Australia Post Shipping Delays | Total Delivery Time | Standard Linen Lovers Orders | Standard Orders Over $150 | Standard Orders Under $150 |
|---|---|---|---|---|---|---|
| VIC, NSW & ACT | Up to 3 business days | Up to 10 business days | Up to 13 business days | FREE | FREE | $9.95 |
| TAS, SA & QLD | Up to 3 business days | Up to 12 business days | Up to 15 business days | FREE | FREE | $9.95 |
| WA & NT | Up to 3 business days | Up to 14 business days | Up to 17 business days | FREE | FREE | $9.95 |
During major Linen Lover events and sales, online orders may take slightly longer to dispatch due to high order volumes. We will always endeavour to ship your items as soon as possible.
Please note that new contactless delivery measures have been put in place by our delivery partners.
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.
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.
The standard rate for oversized delivery items varies from $20 - $80 depending on the item and quantity of items in your order. Delivery fees are calculated at checkout. Free shipping promotions do not apply to oversized delivery items which include most furniture, some rugs and larger homewares pieces.
Once you place your order for an Oversized Item on our website, you'll receive an Order Confirmation email from us confirming your order details, usually within an hour.
Once your order has been dispatched, our delivery partner will be in contact to arrange delivery of your order.
| State | Processing Time at Warehouse | Delivery Time from Dispatch | Total Time from Placing Order |
|---|---|---|---|
| VIC, NSW & ACT | Up to 10 business days | 12 - 17 business days | 17 – 27 business days |
| TAS, SA & QLD | Up to 10 business days | 14 - 18 business days | 19 – 28 business days |
| WA & NT | Up to 10 business days | 16 - 22 business days | 21 – 32 business days |
Note, if your order contains both oversized items and standard delivery items, your standard delivery items will be dispatched separately via Australia Post.
During major Linen Lover events and sales, online orders may take slightly longer to dispatch due to high order volumes. We will always endeavour to ship your items as soon as possible.
You will receive an email with your tracking number as soon as your items have been dispatched.
If your order is not in progress at the warehouse or has not been dispatched, we can organise a refund for you. Please note, if your refund is processed over the weekend, it will be processed from Monday and can take a few days to come back into your nominated account.
However, if your order has been dispatched, we can only refund you after the order has been delivered. We are very sorry for the inconvenience this may cause you. Please call our Customer Support Team on 1300 783 005 or send us a message via our contact us form.
Returns FAQs
We hope you love your new purchase, but on the off chance that you don’t, here’s what you need to know. We've now extended our returns policy, so if you’ve changed your mind, unwashed or unused items in their original packaging may be refunded within:
In your parcel, you should have received a copy of your receipt and an online returns form.
Misplaced or didn’t receive your return slip? Simply download and print one here.
To successfully return an item(s) via our online store please:
Please keep in mind the following;
All stores are now open nationwide. As some store trading hours have temporarily changed, please visit our Store Locator to find your nearest store and latest trading hours.
Most items purchased from www.adairs.com.au can be returned to any Adairs, Adairs Kids or Urban Home Republic store with a copy of your web order confirmation email.
To successfully return an item(s) in-store please:
Please keep in mind the following;
Please allow a minimum of 10 business days for returns refunds to be processed. You will be notified by email once your refund has been processed.
Currently we are unable to facilitate exchanges via our online store. If you wish to exchange your purchase, you will be refunded for the product and be required to repurchase.
If you would like to return via our online store, here’s what you need to do:
Alternatively, exchanges can be processed in-store. All stores are now open nationwide. As some store trading hours have temporarily changed, please visit our Store Locator to find your nearest store and latest trading hours.
This applies to all purchases, including sale purchases excluding quilts, mattress toppers, mattress protectors, pillows and pillow protectors due to health reasons. Where goods are faulty, have been wrongly described, are different from a sample shown to you or do not do what they are supposed to then you can choose between a refund or an e-gift card. Please retain your receipt for proof of purchase.
Shipping fees are non-refundable. Our returns policy is not intended to override or limit your statutory rights in any way.
No, you do not. Returns of standard Australia Post items are free of charge.
Please keep in mind the following;
Oversized items cannot be returned via Australia Post or to Adairs stores.
Please call our Customer Service team on 1300 783 005 to arrange delivery back to Adairs.
Please keep in mind the following;
Stores Reopening FAQs
All stores are now open nationwide.
Please note our reduced trading hours, visit our Store Locator to find your nearest open store and the latest trading hours. Please continue to check back here for further updates about your local Adairs store.
What are Adairs doing for the health and safety of customers and team members in store?
Rest assured, our number one priority remains the health and safety of you and our team. We thank you for your support in adhering to a few simple safety guidelines when you visit us in-store:
All stores are now open and you are able to place a Call & Collect order for your convenience. Simply contact your local store with your product selection, and our friendly team will put aside your order for you. Payment will be made upon collecting your order in-store.
Please check our Store Locator pages to find out what stores near you are now open.
Unfortunately, we have temporarily paused our store to store transfers due to COVID-19, however there are still so many ways to shop.
If you wish to minimise your time spent in store, you are welcome to place a Call & Collect order for your convenience. Simply contact your local store with your product selection, and our friendly team will put aside your order for you. Payment will be made upon collecting your order in-store.
If you cannot find what you are looking for in-store, you can take advantage of our Store to Door transfers. Whilst in-store, our friendly team can place an order for you online and have it delivered straight to your door.
You are also able to shop our full range online 24/7.
All stores are now open nationwide. As some store trading hours have temporarily changed, please visit our Store Locator to find your nearest store and latest trading hours.
Most items purchased from www.adairs.com.au can be returned to any Adairs, Adairs Kids or Urban Home Republic store with a copy of your web order confirmation email.
To successfully return an item(s) in-store please:
Please keep in mind the following;
Linen Lovers Membership FAQs
You can find your member number on the reverse of your physical card. It can also be found at the top and in the member details section of every promotional email you receive from us.
You can also request your number via our Linen Lovers member number request form here. Note. In some rare instances we may not be able to find you in our database, therefore please contact our Customer Support team for assistance on 1300 783 005 (free call Australia) or send us a message via our contact us form.
Joining is easy. Simply add membership as a product to your cart. You can do so by selecting the ‘ADD MEMBERSHIP TO CART’ button on our Linen Lovers Page or add membership at checkout to purchase and apply member discount. In-store simply ask our team and they will happily issue you a membership with card.
There is a $19.95 membership fee. However, on joining you will receive a $20 Welcome reward for purchase over $50. Plus, members save well beyond the joining fee with their exclusive member discounts and benefits.
The membership expires 2 years after joining.
Enjoy your exclusive member benefits online at adairs.com.au and at any of our Adairs, Adairs Kids, Urban Home Republic and Outlet stores. All stores are now open nationwide. As some store trading hours have temporarily changed, please visit our Store Locator to find your nearest store and latest trading hours.
Your membership expires 2 years from the date of joining. Your membership expiry date appears at the top and in the member details section of every promotional email you receive from us.
If you subscribe to emails and we have an accurate email address for you, you will receive reminder emails letting you know your membership is due to expire soon and date of expiry.
You are issued a temporary member number that you will find in your order confirmation email. When you are issued a permanent member number, we will send you an email informing you of your permanent number. At this point, a physical card will be on its way to you within your online order.
You can also find your member number at the top and in the member details section of the promotional emails you receive from us.
You should receive your $20 reward via email within 48 hours of joining the program. Rewards valid for 30 days with purchase over $50.
Please do check your junk or promotional email folder in case your email providers filter has moved the email directly into either of these folders. You may not receive the email if the email address was entered inaccurately or you are not subscribed to emails. Please contact our Customer Support team for assistance on 1300 783 005 (free call Australia) or send us a message via our contact us form.
Enter your Linen Lovers member number at checkout and then enter the reward promotional code to apply discount.
No, this applies to in-store and online purchases delivered via Australia Post. This excludes oversized items such as furniture.
If you have created an online account and added your Linen Lovers member number in Accounts, this links your membership to your online account. You can then make changes to your personal details here.
Alternatively, our Customer Support team and store team can assist with personal detail changes.
Subscribing to Adairs promotional news means you will hear about our latest sales, style advice and new arrivals.
Linen Lovers members not only receive Adairs promotional news, they receive a host of wonderful exclusive benefits during the two-year paid membership. See all of the exclusive member benefits here.
You do not need to create an online account to use your member discount online, however for quicker future checkout and to view your order history, we do recommend you create an online account.
Adding your Linen Lovers number to the Account section of your online account will link your membership to your online account. This means you won’t need to enter your Linen Lovers number each time you purchase, your member discount and free standard shipping will be applied automatically.
Rather than issue you a replacement card, you can simply enter your current member number online to apply discount and receive free standard shipping.
To find your member number, you can make the request via our Linen Lovers member number request form here. Or alternatively you can find it at the top and in the member details section of every promotional email you receive from us.
In-store, if you do not have your membership card, if you provide your mobile number and email address our team are able to find you in the system and apply your member discount.
The Linen Lovers member discount does not apply to the purchase of gift cards and bonus offers.
You can only apply one reward or offer to a purchase. The reward terms and conditions states not in conjunction with any other offer, therefore only one promotional code can be applied.
If you receive an error message when entering your Linen Lover membership number at checkout, it could be for one of the following reasons:
If the above doesn’t help you, and you are still experiencing issues entering your Linen Lover membership number at checkout, please call our Customer Support Team for assistance on 1300 783 005 (free call Australia) or send us a message via our contact us form.
Order & Account Issues FAQs
We aim to pack and despatch orders to you as quickly as possible. Therefore, orders cannot be changed or cancelled after you click ‘Process order’.
If you have ordered the wrong product or size, or want to change an item in your order, please see our Returns & Exchange process at here.
All stores are now open and you are able to place a Call & Collect order for your convenience. Simply contact your local store with your product selection, and our friendly team will put aside your order for you. Payment will be made upon collecting your order in-store.
As some store trading hours have temporarily changed, please visit our Store Locator to find your nearest store and latest trading hours.
If you receive an error message when entering a promo code, please check if the following applies to you:
If you have checked all of the above, and are still having issues with the code, please us a message via our contact us form.
Or you can call our Customer Service Team on 1300 783 005 to discuss.
Please check that your gift card has not expired - gift cards are valid for use for 3 years from the date of issue (or as otherwise extended by us). It is up to you to use the card’s full value before the expiry date. Any unused balance will not be refunded or credited when the card expires.
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 12 months from date of issue).
All stores are now open nationwide. As some store trading hours have temporarily changed, please visit our Store Locator to find your nearest store and latest trading hours.
Any items you add to your cart will be available for anyone to purchase until you have checked out, paid and your order has been confirmed. During busy periods, it is possible for items to sell out while you are shopping. If you receive an error stating that you cannot checkout due to an item being unavailable, you will need to remove this item from your cart to complete your order.
If you can't remember your password, just click the Forgotten Password link on the Login Page, which is located on the Join/Login link at the top of the website. You’ll then be sent a link to enable you to reset your password.
Note, it is possible to receive our emails and place orders without creating an account. If you have tried to login but your email isn’t recognised in our system, this may be because you do not yet have an online account with Adairs. Please try creating a new account.
Please note, purchasing a Linen Lover membership will not automatically provide you with an online account – if you would like to create an online account, please go to our website to do so.
Your Linen Lovers member number and expiry date appears in header of the email of every email you receive from us.
Alternatively, you can retrieve your member number online via our request form. Click here, enter the email address linked to your membership and we’ll send you your member number by email.
If you receive an error message when entering your Linen Lover membership number at checkout, it could be for one the following reasons:
You may have since been issued a permanent member number which has now replaced your temporary member number.
You can find your member number via our Linen Lovers member number request form here. Enter the email address linked to your Linen Lovers membership and if we can find you in our database, we’ll send you an email with your Linen Lovers member number.
Note. In some rare instances we may not be able to find you in our database, therefore please contact our Customer Support team for assistance on 1300 783 005 (free call Australia) or send us a message via our contact us form.
So you don’t miss hearing about our exclusive shopping events and major sales, twice or 4 times a year we’ll send you an SMS to let you know. When you joined the Linen Lovers program, as part of the terms and conditions you opted into promotional SMS marketing. See Linen Lovers terms and conditions here. To opt out, simply text STOP to the mobile number provided in the SMS we sent you or call us on 1300 783 005.
Shop The Look FAQs
Shop The Look is our new online feature that makes it even easier to bring our styled rooms to life. Shop The Look allows you to easily identify and shop all items featured in a styled image.
Whilst browsing our products online, simply look out for our new “Shop This Look” button. This button will be positioned at the bottom of the styled image on the Product Page. Clicking this button will open the Shop The Look pop up where you can easily browse and shop the available items featured in the styled image.
If there is a featured item you cannot find in the Shop The Look pop up, this may mean the item is currently out of stock online. Once the item is in stock, it will become available in the Shop The Look pop up. If you are unsure, please contact our Customer Support team for assistance on 1300 783 005 (free call Australia) or send us a message via our contact us form.
If the size you want is greyed out with a strikethrough, this means it is unfortunately out of stock online. There is a possibility the size you want may be coming back in stock or is still available in store. We suggest contacting our Customer Support team on 1300 783 005 (free call Australia) or send us a message via our contact us form to see if the item is available or when it will be back in stock.
Not all online products will have the Shop The Look feature available. Keep an eye out for the “Shop This Look” button on our beautifully styled Quilt Covers, popular Furniture Collections and Kids Ranges.
You can easily browse through all images for each product featured in Shop The Look. However, if you wish to view more information about a particular product, simply copy and paste the product name into our search bar and click through on that item to read more.
Find in Store FAQs
Provides the ability to see stock availability in the stores nearest to the postcode you've entered. You can also see store information including the address, how far away the store is, phone number, email contact and opening hours.
All stores are now open nationwide. As some store trading hours have temporarily changed, please visit our Store Locator to find your nearest store and latest trading hours.
Available: Product is available and in stock!
Out of stock: Sadly, there is no stock of your product in that store.
Low stock: The store is showing 3 or less items of that product.
What can I do if the stock is showing "Available" or "Low Stock"?
You may call the store during opening hours or email outside opening hours to request to reserve the stock. During busy periods such as Christmas, sale or promotions, we will encourage you to visit stores as store teams will be focused on assisting customers in store.
What if an item is showing "Out of Stock" in "Find in Store" feature?
If there is stock showing online but not in store, we would encourage you to simply buy the item online instead.
How often is stock updated on "Find in Store" feature?
It's updated six times per day. You can see the "last updated" date and time at the bottom of the page when you perform a Find in Store search.
Our Satisfaction Guarantee
At Adairs, we want you to be 100% satisfied. We've now extended our returns policy so if you’ve changed your mind, unwashed or unused items in their original packaging may be refunded or exchanged within 90 days for Linen Lovers members and within 60 days for non-Linen Lovers members of purchase upon presentation of your receipt.
This applies to all purchases, including sale purchases excluding quilts, toppers, protectors and pillows due to health reasons. Where goods are faulty, have been wrongly described, are different from a sample shown to you or do not do what they are supposed to then you can choose between a refund, exchange or credit. Please retain your receipt for proof of purchase.
Our returns policy is not intended to override or limit your statutory rights in any way.
Shop with confidence with Adairs online. All payments are processed securely via a Geotrust 128bit SSL connection to eWay, Australia’s leading secure payment gateway. We do not store any customer credit card information.
