PRE-ORDER TERMS AND CONDITIONS
Full payment must be made upfront.
Any pre-order/made to order transactions are final. We do not offer refunds on change of mind, pre-order/made to order items. Normal warranty applies.
Our 8–12-week lead time is approximate and subject to change. Shipping delays are unfortunate and out of our control.
Colours may appear different on-line than in person, and are not a basis for refund. We can arrange to send swatches to avoid confusion. Alternatively, we welcome you to our store/design studio in Subiaco where we have most of the product fabrics, colours and finishes on hand. 121 Hay Street Subiaco. Open Tuesday to Saturday, 9-5pm.
Unfortunately, due to Covid 19 and other unforeseen factors shipments are experiencing delays. Typically, we can guarantee that your items will arrive at our warehouse within 8-12 weeks.
We will do our absolute best to update our customers through this process, but if you have any questions regarding the status of your order you can email us at [email protected]
All pre-orders are classified as a custom-made goods as we would not have ordered them if you had not purchased them, as such some items are non-returnable. This does not exclude your rights under Australian Consumer Law (ACL) as you may still have warranties or guarantees on the products description, fit for purpose and quality. For more information on this please refer to the Australian Consumer Law rights of a consumer.
All pre-orders are classified as custom orders and as such you will forfeit all or part of you money if you choose to cancel your order.
Pre-orders can take between 2 – 12 weeks to arrive at our warehouse and could be held for longer periods for Australian custom clearances, inclement weather, strikes and other issues that may arise which are out of our control.
Pre-orders can be carried out on our website or in store.
By paying all of the order, the customer agrees to accept the Terms and Conditions set out on this page and other relevant T&Cs pages.
Pre-orders cannot be cancelled without forfeiting payment.
Interstate Shipping and Delivery (Australia)
We use trusted independent contractors to handle larger pieces of furniture or fragile items. Delivery charges are subject to change at the time of purchase, and may need to be re-quoted upon purchase with up to date current freight charges.
We determine the shipping and delivery cost within Australia using the weight, size and fragility of your item/s. This helps us ensure that your purchase/s arrive safely and intact.
The shipping and delivery fee is indicated at the check-out prior to payment and order completion. Please review the delivery charge before you confirm your order.
Villa Kula reserves the right to add additional freight costs for delivery in remote/rural areas or for furniture & large/heavy orders or where access is limited or difficult or via stairs only.
Parcel Delivery (to your door)
We use TNT Express, DHL or Australia Post (registered) or for smaller items.
You will need to sign for your item/s at the point of delivery for all packages sent via registered post or courier.
We are only able to deliver to one address per order.
If you would like to send your purchases to multiple addresses, we recommend that you place separate orders for each destination.
If you haven’t received your order within 10 business days of its dispatch date, please contact us via email at [email protected] so that our Customer Care Team can check your order for you.
If no-one is at home on the arranged delivery day, a second delivery fee will apply.
Parcel Deliveries: Unpacking, assembly and removal of rubbish is NOT included in this service. All shipped parcels require a customer signature upon receipt. You may choose to nominate an ‘Authority to Leave your parcel somewhere safe’ with the courier. These consignments will no longer be considered the responsibility of Villa Kula or the consigned courier should they be lost, stolen or damaged upon arrival.
We allow a 3-4-hour window of time for our courier partners to deliver your parcel on the agreed delivery day. We are not able to offer exact delivery times due to unforeseeable circumstances around transport.
If you wish to change the delivery day, please notify us at least 24 hours prior to the scheduled delivery day.
Villa Kula is not responsible for any item/s purchased that do not fit into your premises (house, apartment, elevator) or access leading to your property (doorways, stairs, corridors etc) We will not refund or exchange items if this occurs.
Our contracted delivery personnel will take the greatest care when delivering your product/s to your door.
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.
We are happy to facilitate orders from overseas. Our current checkout option doesn’t allow for international shipping however we work closely with several reputable international shipping agents who safely ship our products all over the world.
Simply reach out to us at [email protected] with your special request and someone from our Customer Care department will be in touch.
Click and Collect
Customers are welcome to pick up their ordered furniture/products from Villa Kula’s Store/Studio at 121 Hay Street Subiaco or for larger items VK’s warehouse located at 102 Guthrie Street, Osborne Park. Prior arrangement is required. Contact [email protected]
Your order must be paid for prior to collection. Please note that, once your goods have been collected from our warehouse or studio by you or your nominated carrier, Villa Kula accepts no responsibility for damage that may occur during transport and handling.
Many services are currently experiencing supply chain challenges as a direct result of COVID 19.
Estimated time of arrival (ETA’s) of products shipped interstate or internationally are experiencing delays.
We are working closely with our shipping partners to ensure we expedite our client orders, but in some cases estimating delivery dates is out of our hands. Be assured we are working to the best of our ability to facilitate the timeliest arrival of your products.
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, ex-display, showroom or floor stock.
There are strictly no refunds on floor stock, sale, custom made to order or pre-order purchases.
In the event of a return, you must send your return request via email to [email protected] or contact us at our Head Office on 08 6249 3597 to discuss the specific details of the return.
If you cancel your order you agree to the following:
- In the case of a currently stocked product, which is a product that has not been customised, you will be issued a store credit for the value of the product plus a 20% restocking fee to cover Villa Kula’s administrative costs and expenses incurred in handling and cancelling the order
- 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 to pay the full amount of the order.
Non-returnable items include
- Any product described as ‘made to order’, ‘custom orders’, OR ‘pre-order’ items
- All sale or clearance items (e.g., warehouse, display, floor or sale stock)
You are entitled under the Australian Consumer Law to a replacement or refund for a major failure of a product.
You are also entitled to have the product/s repaired or replaced if the product/s fail to be of acceptable quality and the failure does not amount to a major failure.
For further information regarding product warranties please contact us at [email protected]
All products should be inspected immediately upon arrival. If any items are received with damages, please fill out this form to notify Villa Kula so that we can assist in resolving the situation.
We will work to resolve any issues as quickly as possible, which may include making insurance claims, offering to arrange repairs and in some circumstance’s replacements.
Clear photographs and videos of the product and carton damages must support all damages that are reported. Any broken parts MUST be kept and may be asked to be returned together with original packaging. Damaged stock returned with missing parts or packaging will not be actioned until all parts and packaging have been returned.
Villa Kula offers a 12-month limited warranty on all indoor items (unless otherwise stated) from date of dispatch, against manufacturing faults.
Outdoor items have a minimum 24-month limited warranty (unless otherwise stated) from date dispatch from Villa Kula against manufacturing faults. Warranty claims are determined at Villa Kula’s discretion.
SALES AND OFFERS
Villa Kula will occasionally host sales and offers to new or repeat retail customers. All sales and offers advertised by Villa Kula exclude wholesale and trade account holders from the sale and offer unless it clearly states otherwise. All sales and offers exclude already discounted, clearance or on sale items. Duration of sales and offers will last for 48 hours unless stated otherwise. Villa Kula reserves the right to end a sale or offer at any time. Sales and special offers have no rain checks and exclude the use of any other promotional code, verbal agreement or coupon. Discounts exclude delivery costs.
Villa Kula is committed to providing you with the best possible customer service experience. Villa Kula is bound by the Privacy Act 1988 (Cth), which sets out a number of principles concerning the privacy of individuals.
Collection of your personal information
There are many aspects of the site which can be viewed without providing personal information, however, for access to future Villa Kula customer support features you are required to submit personally identifiable information. This may include but not limited to a unique username and password, or provide sensitive information in the recovery of your lost password.
Sharing of your personal information
We may occasionally hire other companies to provide services on our behalf, including but not limited to handling customer support enquiries, processing transactions or customer freight shipping. Those companies will be permitted to obtain only the personal information they need to deliver the service. Villa Kulatakes reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information.
Use of your personal information
For each visitor to reach the site, we expressively collect the following non-personally identifiable information, including but not limited to browser type, version and language, operating system, pages viewed while browsing the Site, page access times and referring website address. This collected information is used solely internally for the purpose of gauging visitor traffic, trends and delivering personalized content to you while you are at this Site.
From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will use for these new purposes only, data collected from the time of the policy change forward will adhere to our updated practices.
Accessing Your Personal Information
You have a right to access your personal information, subject to exceptions allowed by law. If you would like to do so, please let us know. You may be required to put your request in writing for security reasons. Villa Kula reserves the right to charge a fee for searching for, and providing access to, your information on a per request basis.
Call: (08) 6249 3597
Furniture & Design Studio
121 Hat Street
E-mail: [email protected]