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   Shipping & Returns

 

Shipping FAQs
Returns FAQs

   

  • Australia Post Tracking >
  • Australia Post Tracking >
 

   

Standard Shipping FAQs

Where is my order? 

Due to high demand during major sales events, we may experience delays in online order dispatch times. Shipping times will vary depending on your location, please check our delivery timeframes below.

All orders are currently being dispatched from our local distribution centers via our delivery partners. 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 long will delivery of my Standard Post Item take?

Shipping times will vary depending on your location, please check our delivery timeframes below.

Standard Item Delivery Cost & Times - May take up to additional 5 business days to the below times


State Adairs Processing and Dispatch Australia Post Shipping Times Total Delivery Time Standard Linen Lovers Orders Standard Orders Over $150 Standard Orders Under $150
VIC, NSW & ACT Up to 3 - 5 business days  5 - 9 business days Up to 14 business days FREE FREE $9.95
TAS, SA & QLD Up to 3 - 5 business days  7 - 12  business days Up to 17 business days FREE FREE $9.95
WA & NT Up to 3 - 5 business days  8 - 14  business days Up to 19 business days  FREE  FREE  $9.95

 

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 via the contact us form and they’ll be happy to assist you further.

What is the free delivery offer?

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.

What is a Standard Post Item?

Standard Post Items are items that can be sent by Australia Post’s Standard delivery that do not contain any ‘Oversized Items’.

Oversized Shipping FAQs

We use a third party logistics partner for all oversized items. They are advising that they are delivering as per their standard delivery times.  

Please note that new contactless delivery measures have been put in place by our delivery partners. 

  • Oversized items are items that cannot be delivered by standard Australia Post services, due to size or weight. Items include most furniture, some rugs & larger homewares pieces.
  • Not sure if an item you are viewing is classified oversized? You can identify on the product page if the item is oversized under ‘Product Information’, ‘Delivery Type’.

How long will delivery of my Oversized Item take?

We’re currently experiencing order delays due to high demand during major sales events. As a result, some orders may take up to four weeks to dispatch. 

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.

Oversized Item Delivery Times 


State Processing Time at Warehouse Delivery Time from Dispatch Total Time from Placing Order
VIC, NSW & ACT Up to 4 weeks 9 - 10 business days Up to 6 weeks
TAS, SA & QLD Up to 4 weeks 11 - 15 business days Up to 7 weeks
WA & NT Up to 4 weeks 14 - 20 business days Up to 8 weeks

 

Note, if your order contains both oversized items and standard delivery items, your standard delivery items will be dispatched separately via Australia Post. 

Will I be notified once my order has been dispatched?

You will receive an email with your tracking number as soon as your items have been dispatched.

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

All Customer Collections from our delivery partner remain open except for Knox depot for pick up. 

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.

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.

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.

 

I don’t want it anymore, can I cancel it?

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 send us a message via our contact us form.

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Returns FAQs

Can I return my online purchase for a refund?

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:

  • 90 days of purchase for Linen Lovers members and within
  • 60 days of purchase for non-Linen Lovers members

How do I return my online purchase?

To successfully return an item(s) via our online store please:

  • Step 1: Fill out the online form, here.
  • Step 2: Print and attach the label to your parcel OR take the QR code (provided after completing the above online form) with you when lodging your parcel.
  • Step 3: Drop your parcel at any Australia Post outlet. Hold onto your proof of postage - this will have your tracking details.

Please keep in mind the following;

  • Quilts, mattress toppers, mattress protectors, pillows and pillow protectors are unfortunately not eligible for returns due to health regulations.
  • If you wish to return our silk scrunchies, eye masks, or face masks, please ensure they are in their original packaging with tags attached. We are unable to offer a refund or exchange if these items have been opened or used.
  • Larger furniture items cannot be returned via Australia Post. If you are returning a furniture item, please contact our Customer Service Team and we will be happy to assist you further.
  • Refunds will be processed via the same payment method/card used for the original purchase.
  • Shipping fees are non-refundable.
  • Our returns policy is not intended to override or limit your statutory rights in any way.

How do I return my online purchase to an Adairs store?

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:

  • Step 1: Take your items into your closest Adairs, Adairs Kids or Urban Home Republic store with a copy of your web order confirmation email (either printed or on your smart phone).
  • Step 2: Our friendly in-store team will process your return subject to our terms and conditions.

Please keep in mind the following;

  • Quilts, mattress toppers, mattress protectors, pillows and pillow protectors are unfortunately not eligible for returns due to health regulations.
  • If you wish to return our silk scrunchies, eye masks, or face masks, please ensure they are in their original packaging with tags attached. We are unable to offer a refund or exchange if these items have been opened or used.
  • Larger furniture items cannot be returned to all stores. If you are returning a furniture item, please call our Customer Service Team on 1300 783 005 Monday to Friday 10am to 5pm to double check.
  • Refunds will be processed via the same payment method/card used for the original purchase. 
  • Stores are unable to process exchanges in one transaction where the original payment method was Afterpay Online. The item will need to be refunded, and a new transaction will be created for the new item.
  • Shipping fees are non-refundable.
  • Our returns policy is not intended to override or limit your statutory rights in any way

How long will it take for my refund to be processed?

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.

Can I return my standard post online order and exchange it for another item?

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:

  • Step 1: Place a new order to purchase the new / correct product online.
  • Step 2: Post the incorrect item back with your proof of purchase, and include a note advising that you would like a refund.
  • Step 3: You'll receive the new order shortly. Once Adairs have received the return, you'll be refunded.  

Alternatively, exchanges can be processed in-store. Visit our Store Locator to find out more.

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.

Do I have to pay to return my online purchase?

No, you do not. Returns of standard Australia Post items are free of charge.

Please keep in mind the following;

  • Quilts, mattress toppers, mattress protectors, pillows and pillow protectors are unfortunately not eligible for returns due to health regulations.
  • If you wish to return our silk scrunchies, eye masks, or face masks, please ensure they are in their original packaging with tags attached. We are unable to offer a refund or exchange if these items have been opened or used.
  • Larger furniture items cannot be returned via Australia Post. If you are returning a furniture item, please call our Customer Service Team on 1300 783 005 Monday to Friday 10am to 5pm to double check.
  • Shipping fees are non-refundable.

Can I return an oversized item?

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;

  • Shipping fees are non-refundable. 
  • If returning an oversized item online, there will be a fee charged for the cost of delivery back to Adairs.

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