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Frequently Asked Questions

  • Where does the product come from?
  • Town and country Style are importers of quality furniture based in Melbourne, Australia. All of our products are manufactured in selected factories throughout the world.
  • Are you open to the public?
  • Yes, we have showrooms in:

    Melbourne

    747 High Street, Armadale 3143 Victoria, Australia
    Hours: Monday to Saturday 10.00am – 5.00pm
    Email: sales@townandcountrystyle.com.au
    Phone: +61 3 9576 3000

    Brighton

    61 Church Street, Brighton 3186 Victoria, Australia
    Hours: Monday to Saturday 10.00am – 5.30pm, Sunday 11.00am – 4.00pm
    Email: sales@townandcountrystyle.com.au
    Phone: +61 0420 945 036

  • Are you open on the weekend?
  • Yes we are open on Saturdays 10.00am – 5.00pm (Armadale & Brighton)
    & Sundays 11.00am – 4.00pm (Brighton)
  • What if I have a question I need answered?
  • You can either email our Customer Service team at sales@townandcountrystyle.com.au or call us on 03 9576 3000 and we will be happy to answer all of your questions.
  • Why can I not see a product when it was there this morning?
  • That is because items will only show up on our website if they are in stock, if it is no longer showing it is because we have now sold out of that item.
  • How will I know that you’ve received my order?
  • Once items have been ordered, a confirmation page will show a summary of your transaction. You may choose to print this for your records. An email version of this summary will be sent promptly, provided that we have an accurate email address. We’ll send subsequent email(s) when your product ships, including tracking information (if available).
  • How do I ship to an address other than my billing address?
  • Shipping to another address that is different from your billing address is easy. Simply enter the desired destination on the shipping information page at checkout.
  • Do you ship overseas?
  • We ship in Australia only. Please contact our Customer Service team at sales@townandcountrystyle.com.au or call us on 03 9576 3000 for information on deliveries outside Australia.
  • What if I have questions about your products?
  • You can either email our Customer Service team at sales@townandcountrystyle.com.au or call us on 03 9576 3000 and we will be happy to answer all of your questions.
  • When is my credit card charged?
  • Items are charged to you when you complete processing your order online.
  • Is my credit card information secure?
  • Yes, we encrypt all credit card information during transmission and storage, so that data is private and secure.
  • DELIVERY
  • How do I get my items?
  • TCS will arrange delivery, the charges for delivery will be added to the price of the Goods and shown on the checkout page.
  • Can someone else sign for my delivery if I cannot be home?
  • Anyone at the delivery address who receives the Goods will be presumed by TCS to be authorised to receive the Goods. If there is no-one at the delivery address when the Order is delivered TCS may charge You and You must pay an additional delivery fee if a further delivery attempt is made. If delivery is not possible, TCS will arrange return of the goods and will be entitled to payment of the cost of attempted delivery, which may, at the discretion of TCS, be deducted from any part of the purchase price which may be refunded to You following such attempted delivery.
  • How soon can I get my order?
  • A minimum of 48 hours is required from receipt of payment until Goods are ready for shipment. Depending on your location, you can expect to receive the goods within 7 days, however this may take longer for interstate/regional areas.
  • Can I request a delivery time or day?
  • If you require a specific day / time of delivery, you may request this in the ‘special instructions’ section at checkout and we will do our best to take this into consideration. However, due to our high volume of deliveries this cannot be guaranteed. For convenience, the carrier will call you the day before to confirm the day of your delivery and provide you with an approximate time of delivery, making every effort to give you as much notice as possible.
    Please note that stock will not be held, & it will be dispatched on the next scheduled shipment to the delivery area.
  • Will my items be unpacked?
  • Yes, our carrier company will unpack and (if required) assemble your product at the time of delivery for an extra fee. We recommend you thoroughly inspect your goods at this time. If you notice any damage to your goods please notify out delivery team at the time of delivery.
  • Change of delivery details
  • If you need to amend a delivery address, please contact our Customer Service Team no less than 48 hours after your order confirmation.
  • Can I organise my own freight?
  • No, this is not possible.
  • Can I pick the item up myself?
  • No, this is not possible.
  • How much does it cost to ship this item to Sydney, Melbourne, Brisbane, etc?
  • Freight cost will be calculated on the checkout page once the postcode has been entered.
  • RETURNS
  • What happens if my item is damaged?
  • Subject to our Terms and Conditions, if You are not satisfied with the Goods or if they are faulty or damaged You may, at the discretion and with the written authorisation of TCS, return the Goods for repair, exchange or refund but only if You comply with the following process:
  • You must inspect the Goods at the time of delivery and complete the Delivery Goods Advice form or Consignment Note provided by our carrier confirming receipt of the Goods in good condition or identifying any damage or defect in the Goods
  • You must notify TCS of your dissatisfaction with the Goods, defect or damage within seven days of receipt of the Goods or, where such defect only becomes apparent after receipt of the Goods and completion of the Delivery Goods Advice form or Consignment Note, within 7 days of the defect becoming apparent. That notification must include full details of the nature of the claim.
  • notification to TCS must be made in writing by email to returns@townandcountrystyle.com.au or by facsimile (03) 9576 1177 following which You will be provided with a “Returns Confirmation”;
  • Your Returns Confirmation must be provided when returning Goods;
  • returns must be made utilizing a TCS nominated carrier and will be arranged by TCS at the earliest opportunity as determined by TCS;
  • provided the returns process is followed TCS will at its discretion either refund the purchase price in full, repair or replace the Goods as soon as is reasonably practicable;
  • if TCS agrees to refund the purchase price to You the refund will only be credited or paid to the original source of payment and will be processed by TCS usually within seven days of return to the TCS warehouse less a re-stocking fee of 20% calculated on the GST inclusive price of the Goods;
  • if Your return arises from Your dissatisfaction with the Goods and not any defect or damage claim You must in addition to the re-stocking fee pay a collection fee being the greater of $50.00 or the amount of the delivery fee charged as part of the purchase price;
  • replacement of Goods is subject to availability of the same item and style and repair of Goods will be undertaken at the cost of TCS and in accordance with the same delivery terms as for purchases and in all respects at the cost of TCS.
  • Can I return furniture or other large items at your store?
  • Unfortunately, our store cannot process returns for furniture or other large items. Please contact our Customer Service team on (03) 9576 3000 for assistance with these returns.
  • How long does my refund take?
  • Refunds generally appear on your credit card statement in one to two billing periods. Since all our online orders require credit cards as the method of payment, your refunds will take the form of a credit back to the same card used to make the original purchase.
  • Who do I contact if I need help or have a question?
  • You can contact our Customer Service team on (03) 9576 3000 email: sales@townandcountrystyle.com.au
  • Can I purchase from your showroom?
  • Some items on the floor in the showroom are for display only. From time to time discontinued pieces may be sold off the floor. You can check if there are any discontinued items available when you visit our showroom.


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