​At Sourced Agency, every delivery is arranged specifically for your order. Because our products vary considerably in size, weight, supplier location and handling requirements, delivery is quoted individually rather than calculated through an online checkout.

The delivery option, estimated cost and available services will be confirmed before your order is finalised.

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DELIVERY OPTIONS

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Complete Delivery Service

Our Complete Delivery Service is designed for larger furniture orders and projects requiring additional assistance.

Where available and included in your delivery quote, this service may include:

• delivery into your nominated room;

• unpacking of furniture;

• basic assembly where required; and

• removal of packaging and delivery-related rubbish.

An authorised adult must be present throughout the delivery.

Complete Delivery does not include:

• hanging or installing mirrors or artwork;

• lighting installation;

• electrical or plumbing work;

• fixing furniture or products to walls;

• structural or building work;

• specialist trade installation; or

• moving or disposing of existing furniture unless arranged in advance.

This service may not be available in every location or for every product. Any exclusions will be explained when your delivery is quoted.

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Front Entrance Delivery

Front Entrance Delivery is available for selected products and locations.

Goods will be delivered to the front entrance, ground-floor doorway, loading area or another safe and accessible delivery point agreed with the carrier.

This service does not include:

• unpacking;

• assembly;

• placement inside a nominated room;

• removal of packaging;

• carrying goods up flights of stairs; or

• installation of any kind.

An authorised adult must be present to receive the delivery unless an authority-to-leave arrangement has been agreed with the delivery provider.

Boxed goods must have clear and safe access to the agreed delivery point. Delivery teams are not required to remove goods from their packaging to overcome narrow or restricted access.

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Small-Item Delivery

Smaller décor and accessory orders may be delivered by courier or postal service.

The delivery provider, cost and estimated timeframe will be confirmed before dispatch.

Tracking information will be supplied where available.

Where authority to leave applies, the carrier may leave the parcel in a location it considers reasonably safe. If there is no suitable place to leave it, the parcel may be taken to a collection point or returned to the carrier’s depot.

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DELIVERY COSTS

Delivery charges are calculated individually and depend on factors including:

• the delivery location;

• the size, weight and volume of the order;

• the supplier or dispatch location;

• the selected delivery service;

• stairs, lifts or difficult access;

• parking and loading restrictions;

• assembly or unpacking requirements;

• specialist handling or equipment;

• regional or remote-area surcharges; and

• whether the order requires one or several deliveries.

Your delivery cost will be included in your quote or confirmed before delivery is arranged.

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DELIVERY TIMEFRAMES

Product lead times and delivery timeframes vary between suppliers and products.

A product lead time generally refers to the estimated time required for the product to be manufactured, sourced or received at the supplier’s warehouse. It does not necessarily include final delivery to your property.

Once your goods are available, Sourced Agency or the nominated delivery provider will contact you to arrange a delivery date.

A delivery window may be provided before or on the day of delivery. These windows are estimates and may be affected by traffic, weather, earlier deliveries, property access and other circumstances outside our reasonable control.

We will let you know if we become aware of a significant delay affecting your order.

During peak trading periods, supplier and delivery timeframes may be extended.

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ORDERS WITH DIFFERENT LEAD TIMES

If your order contains products with different lead times, the goods may be held until the complete order is ready for delivery.

If you would prefer to receive available products separately, please contact Sourced Agency. Additional freight, handling and delivery charges may apply to split deliveries.

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PREPARING FOR DELIVERY

Before approving your order, please check the intended position of each product and the complete access route into your property.

You are responsible for confirming that the goods will fit safely through:

• gates and driveways;

• loading areas;

• building entrances;

• doorways;

• lifts;

• corridors;

• staircases; and

• the intended room or placement area.

Please advise Sourced Agency before your order is confirmed if the delivery involves:

• stairs or restricted lift access;

• narrow doors, hallways or entrances;

• difficult driveways or terrain;

• limited parking or loading access;

• building or body corporate restrictions;

• construction activity;

• restricted delivery hours;

• fire stairs;

• balcony access;

• cranes or balcony lifts; or

• specialist handling equipment.

You are responsible for arranging any building access, lift bookings, body corporate approvals, loading-zone access, security access and parking permits before the delivery date.

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INADEQUATE OR UNSAFE ACCESS

Delivery teams may refuse or stop a delivery if access is unsafe, unlawful, unsuitable or materially different from the information provided when delivery was quoted.

If goods cannot be delivered because of inadequate access or incorrect information, you may be responsible for reasonable additional costs, including:

• return freight;

• redelivery;

• storage;

• waiting time;

• additional labour;

• specialist handling equipment; or

• alternative delivery arrangements.

Sourced Agency cannot provide a refund or credit solely because an item does not fit through the property’s access points or within the intended location.

This does not affect any rights you may have under the Australian Consumer Law.

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MISSED DELIVERIES

An authorised adult must be present during the agreed delivery window unless an authority-to-leave arrangement has been approved.

If you become unavailable, please notify Sourced Agency or the delivery provider as soon as possible.

If no one is available to receive the goods, the delivery may need to be rescheduled. Reasonable redelivery, waiting or storage fees may apply.

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RECEIVING YOUR ORDER

You or your representative should inspect the goods at the time of delivery where reasonably possible.

Please check for:

• visible transit damage;

• damaged packaging;

• missing products;

• incorrect products; and

• noticeable manufacturing issues.

Record any visible damage, shortage or delivery error on the delivery documentation before signing where possible.

Please also take clear photographs of the product, its packaging and any visible damage.

Prompt notification helps Sourced Agency investigate the issue with the supplier and delivery provider. It does not remove or reduce your rights under the Australian Consumer Law.

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STORAGE

Once your goods are ready, you must accept delivery within the period stated in your delivery notification or contact Sourced Agency to discuss alternative arrangements.

If you cannot accept delivery, storage may be available through the supplier, warehouse or delivery provider. Storage is not guaranteed and additional storage, handling and redelivery charges may apply.

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RETURNS

Please select products carefully, as many Sourced Agency products are sourced, manufactured or ordered specifically for each customer or project.

We do not generally accept returns or exchanges simply because:

• you change your mind;

• you make an incorrect selection;

• the colour or size is not what you expected;

• the item does not suit the intended space; or

• the product cannot be delivered because of inadequate property access.

This does not affect your rights under the Australian Consumer Law where a product is faulty, damaged, incorrectly supplied or does not match its description.

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CUSTOM AND SPECIALLY ORDERED PRODUCTS

Custom, made-to-order, altered, personalised and specially sourced products cannot be returned, exchanged or cancelled once the supplier order or production process has commenced, except where required by law.

This includes products ordered in a specific:

• fabric;

• colour;

• finish;

• material;

• size;

• configuration; or

• specification.

Please check all product details, dimensions, finishes and quantities carefully before approving your order.

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STOCK-ITEM RETURNS

A return of an unused stock item may be considered at Sourced Agency’s discretion.

The return must be approved by Sourced Agency before the product is returned.

To be considered, the product must generally be:

• unused;

• unassembled;

• uninstalled;

• undamaged;

• in its original packaging; and

• in a condition suitable for resale.

Approved returns may be subject to supplier approval and reasonable collection, return-freight, handling or restocking charges.

Do not return a product directly to a supplier or warehouse without written instructions from Sourced Agency.

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CLEARANCE AND DISPLAY PRODUCTS

Clearance, sample, display and imperfect products may have existing wear, marks, variations or disclosed imperfections.

These products are sold in their disclosed condition and cannot be returned because of a disclosed imperfection or change of mind.

This does not exclude any rights that continue to apply under the Australian Consumer Law.

DAMAGED OR INCORRECT DELIVERIES

If your order arrives damaged, incomplete or incorrect, please contact Sourced Agency as soon as possible and provide:

• your name;

• your order or invoice number;

• a description of the issue;

• photographs of the product;

• photographs of the packaging;

• photographs of any visible damage; and

• details of when the issue was identified.

Please retain the product and its packaging until we advise you of the next steps.

We may arrange an inspection or assessment with the supplier or delivery provider before confirming the appropriate solution.

Any solution will be provided in accordance with your rights under the Australian Consumer Law.