Can I supply my own fabric for a Custom Upholstery Piece?
Sure, if you would prefer to supply your own fabric we have a small surcharge of $85.00 applicable to your order.
Do you have a retail showroom?
Yes we do have a showroom. It is located at 44-48 Baker Road, Harkaway, VIC 3806. We are open 9.30-5.30 Tuesday or by appointment. However if those times do not suit you, please give us a call on 0402 056 500 and we will do our best to work in with your availability. We may not have the exact item you are after at the showroom so it might be worth calling beforehand. In few cases, depending on which Capital City you are based, it may be possible to direct you to a supplier’s showroom if we do not have it on hand.
What happens if an item is out of stock?
Most of our stock is sourced directly from the supplier and requires a stock check. Stock will be confirmed within 48 hours of an order being received. This is necessary as our supplier’s stock levels change daily and we are not always notified of these changes. If an item is temporarily unavailable we will contact you with alternatives or the expected lead-time.
How much is freight & what is involved?
For all freight related questions, please see our current freight policy.
When will I receive my order?
We allow for approximately 7-14 working days depending on your location. Deliveries to SA. WA, NT & TAS we allow for approximately 2-3 weeks.
What are the products measured in on The Secret Room website?
All measurements are in millimeters unless otherwise stated.
Do I have to buy through the online checkout?
Orders are taken online through our secure checkout system or if you prefer can be taken over the phone, provided the order is confirmed in writing via email. Payments can be made online, over the phone, PayPal or via bank transfer.
Will I receive an order confirmation?
Yes, you will receive an order confirmation via e-mail within 48 hours.
Can I make changes to my order?
If you wish to make any changes to your order, email us or phone us immediately for further assistance. We will do our best to assist, however once the order has been processed with our supplier we are bound to their terms and conditions which may include cancellation and re-stocking fees.
Where is my order?
If you wish to check the delivery of your order, please call us on 0402 056 500
Do you have additional images of products?
The Secret Room provide the most accurate and detailed images listed on the website. These images are provided by our suppliers. If you require additional images we will be happy to ask our supplier if they can provide any other images or a better resolution to send you. If you should have any specific queries about a piece please contact us directly.
How do I measure properly?
It is your responsibility and important to check that your furniture will go into your room before placing your order. Measure the surface area of the space where you want to put the furniture. Make a rough sketch with a note of the dimensions. Now measure the width, height, and depth of the furniture you want to order.
For all delivery related questions, please see our current freight policy.
What if my furniture does not fit?
When ordering furniture it is important to check that it will fit into your house and your room. Please check all doors, stairways, corridors, elevators and the space it has to go into carefully.
Does the cost include GST?
Prices displayed are in AUD and include GST
How do I pay for my Goods?
When ordering online, our preferred method of payment is via Paypal where you can pay for your goods using your credit card without having to have a Paypal account. This ensures maximum security for all involved.If you prefer to direct debit funds into our acount our bank details are clearly listed on the bottom of each invoice we send to you. Please ensure you email us the payment confirmation so that we can action your order as soon as possible.If you prefer to pay by cheque please note that this may take up to 7 working days to clear before we can finalise the dispatch of your order.
Can I just pay a deposit?
For items that are on backorder or custom made we require 50% deposit to secure your order. For all other items in stock we require full payment.
When is my balance due?
Generally your payment of the balance is required 14 days before delivery.
What do I do if my furniture arrives damaged?
Naturally we endeavour to deliver all our furniture in good condition. We spend many hours talking to our suppliers about packing and shipping our products so they arrive safely. We are constantly looking for ways to improve these standards. It is disappointing for you and us when occasionally things go wrong. Please contact us via phone or email within 24hours of receipt of goods so we can rectify this immediately for you.For more information, please see our current freight policy.
Do you provide a warranty?
All product warranties are as per our supplier’s warranty policy as applicable for the item purchased. You will appreciate that every item is different, so are the item’s warranty terms. Please contact us for details. Please note that on most items you purchase a back to base warranty applies, meaning you must cover the cost in freighting the item back to the supplier for repair or replacement. Please also note that proof of purchase is the responsibility of the purchaser. General wear and tear, including staining, excessive soiling, abrasion, tears and burns, natural cushion interior settlement and flattening and normal bed filling settlement are excluded.
What do I do if I have a complaint with an online order?
Our continued success depends entirely on our customers’ satisfaction with our service, and on the quality and reliability of the products we sell. For any assistance you may need, please send an email at firstname.lastname@example.org or call us on 0402 056 500