Frequently Asked Questions
What is a pre-loved item?
Why are you selling pre-loved items online?
For the past decade Villa Kula has been building up an extensive range of exclusive, designer furniture and effects for the luxury hire side of the business. In November 2019 VK made the commercial decision to sell off all of the luxury hire inventory in order to focus wholly on residential and hospitality design projects. In light of this decision Villa Kula no longer has a requirement for storing or using items from these collections and is moving them on to loving new homes and businesses.
Can I return a pre-loved or Floor Stock item that I purchased ?
All Floor Stock, pre-loved, showroom, and ex-rental products are bought in the condition they are displayed in. The customer has the opportunity to inspect these items in our showroom prior to purchasing. We will not refund, exchange or provide credit notes for these items. We have a strict no-return policy for all of our pre-loved, clearance items. You are welcome to arrange a time to view any of the pre-loved products in our showroom prior to purchasing. Appointments to view products can be made via email to [email protected] or by phone on 08 6249 3597. All pre-loved items listed on our website have been quality checked, are in good to excellent condition and are fit for purpose.
How do I make a purchase?
You are now able to purchase new and pre-loved items online at www.villakula.com.au using the below process. Search for your item or items on our on-line store. Once you have found the item/items you wish to purchase, click on the ADD TO CART button on the right hand side of each item (below the item description) To view the items in your shopping cart hover over the shopping trolley icon at the top right corner of your screen. You can easily remove items from your shopping cart by clicking on the little red cross “x” to the left of the shopping item description. When you are finished shopping click on PROCEED TO CHECKOUT to complete your order. Alternatively you are welcome to place an order by phone at 08 6249 3597 or visit our Henderson showroom. Our showroom is open by appointment. Please call to arrange a time to view. Appointments are available Tuesday through Saturday.
Once your payment is successful, you will be taken immediately to a confirmation page. You will receive a confirmation email from us outlining the items ordered, delivery address, method of delivery and delivery charges. If you do not receive your order confirmation by email within an hour of placing your order, please contact us at [email protected]
This confirmation email does not guarantee that the item(s) you have ordered is/are available. It represents confirmation that we have received your order. Your order represents an offer to purchase, which we accept when we dispatch your item(s) and send you an email confirming that your items(s) has/have been dispatched. Once this email has been sent and the goods have been handed over to the designated delivery carrier, the contract between Villa Kula and you (the purchaser) is complete.
Is my personal information safe?
Which payment methods are accepted by Villa Kula?
We accept Visa and MasterCard. You can also choose to pay with PayPal in which case when selecting this option at checkout, you will be directed to the PayPal site to ‘Log In’ and review the amount shown before clicking ‘Pay Now’. Once this transaction is complete, you will then return to www.villakula.com.au If you would prefer to pay by direct debit we are happy to place orders over the phone. Please call our office directly on 08 6249 3597 for sales assistance.
Cancelations, Returns & Refunds Policy
Villa Kula is bound by Australian consumer law and will process all returns and refunds in line with these laws. Please choose your products carefully. We do not refund or exchange if you purchase any item deemed custom, pre-order, pre-loved, ex-display, showroom, floor stock or ex-rental. Once your order is confirmed, meaning you have paid in full your order can no longer be cancelled.
If you cancel your order you agree to the following:
(a) In the case of a currently stocked product, which is a product that has not been customised, you will be refunded in full for the value of the product less a 50% restocking fee to cover Villa Kula’s administrative costs and expenses incurred in handling and cancelling the order
(b) In the instance of a customised product which is any item that has been specifically made to order for you as a Customer, you agree you will forfeit the full amount of your deposit payment paid to date
Change of mind return policy - 48 hours
It’s important to us that you to love the products you buy from Villa Kula. We understand that on occasion, you might have a change of heart in regard to a purchase. If you change your mind on a currently stocked new item purchase, you may return it to us within 48 Hours of the Purchase. You will however be responsible for all of the shipping costs incurred to facilitate this change of mind return including the costs associated with shipping the item to you in the first place and all associated costs for shipping the item back to Villa Kula. You must send your return request in writing via email to [email protected] or contact us at our Head Office on 08 6249 3597 or 0424 844 881 to discuss the specific details of the return. Returned items must be in their original packaging. They must not have been used, assembled, washed, laundered or sent back in different packaging. If you cannot return an item ‘as new’ in its original packaging, a handling fee is likely to apply (up to 20% of the value of the item.)
Please note non-returnable items include
- Any product described as ‘made to order’, ‘custom orders’, OR ‘pre-order’ items
- All pre-loved & clearance items (e.g. warehouse, display, floor, stock, ex-hire furniture & effects etc.)
On receiving your return item and subject to confirming it is in new condition Villa Kula will issue a credit note via email in an amount equal to the price you paid for the product, less the cost of delivery or shipping the product to you and less the cost of the return delivery or shipping costs back to our warehouse. Credits are valid for 12 months from the date of issue. To arrange a return, please email us at [email protected] or call our Head Office on +618 6249 3597
Content & Pricing
Access to delivery site
It is the Customers responsibility to ensure that there is reasonable and good access to allow the product/s to be delivered. If the product/s are unable to be delivered due to difficult or unreasonable access, additional fees may apply. This will apply in the case of delivery of product to multi-level properties where there is no lift access and carrying items up or down stairs is required, access to available lift is difficult, access for delivery van or truck is denied or a long distance from the delivery address, any other scenario whereby the delivery person/s deems this access unreasonable.
How can I get assistance with a different query?
Please feel free to contact us by email at [email protected] or call our Head Office 08 6249 3597
Furniture & Deisgn Studio
121 Hat Street