To try and make life a little simpler for you, we have created a list of frequently asked questions. If you have a query that is not on our list, feel free to reach out to us.
Our L3 Home HQ is located in Melbourne, Australia. You’ll find our showroom in the inner east suburb of Nunawading.
Absolutely! We know that buying furniture is a personal and tactile experience. Our customers can enjoy the L3 Home experience at our showroom by appointment only.
Click here to book an appointment to visit our showroom.
Please note that we do not always have everything on display in the showroom. Kindly contact us to enquire about the chosen product you wish to view prior appointment.
Our showrooms are for display purposes only which show our newest and best-selling pieces in real life before buying them. Our team will have tablets on hand which they can record your orders.
Wooo we’d love to help! Our stylists will be happy to offer styling advice. You can view our curated collection by checking out ‘Shop By Room’.
Nothing tickles your fancy? No worries, email us and our team will try to curate a style that suits you.
To provide our customers with quality products at great prices, most items are ready-to-assemble unless otherwise specified on the product page.
When items are not sent fully assembled, it’s the ease of transportation at reduced costs.
Our team works exceptionally hard to feature all products in the most accurate way possible on the website. The variance of the texture and colours of the products are based on the electronic device you use to view the items at the time.
You sure do! You will receive a confirmation email once you have placed your order stating what you have ordered, when you ordered it, the colour, size and amount paid. If not, please email our Sales Team and we will resend it to you.
It may be possible to make changes or cancel your order if it is done on the same day of your order has been placed. If this is the case, get in touch with us as soon as possible via our Sales Team and we can help get this sorted!
If it is too late to cancel your order, you may return your order that complies with our Returns Policy within 30 days of receiving your order. A refund will be processed to your original form of payment.
Don’t worry, it happens to the best of us! Simply email our Sales Team as soon as possible, quote your order number and we will amend your details.
Sure thing! You can email our Sales Team with the item name to place the order. We usually require a minimum of 50% deposit of the sale price to reserve the coming goods. An invoice will be issued with an estimated arrival date once payment is received.
Occasionally an item is sold out, yet it still appear available on the product page. You will be refunded if we are unable to deliver an item you have ordered.
Or, it may be the last one we have in a range and it’s not in a good condition to send or it gets damaged as we’re processing your order. We try hard not to let this happen but when it does, and we can’t get you a replacement we will send you a refund.
Yes! Swatches are a great way to visualize material and colour choices to assist you in making a confident decision. We are happy to provide 3” x 3” swatches (leather or fabric). Please contact our Sales Team to order your sample!
We endeavour to have all in stock items dispatched within 3 business days of payment being received unless otherwise specified on the product page. Occasionally, some orders will be dispatched on the dates indicated on the product page.
The shipping fees vary by the product that you’re ordering and by delivery destination. You may calculate the shipping costs by keying in your postcode in the item’s page. The final postage costs may change depending on additional items that you have added to your shopping cart.
Shipping and delivery times can vary depending on the location of our partners’ warehouse and your delivery address.
Here's a helpful guideline on the delivery lead time:
|Melbourne & Sydney Metro||2 to 5 business days|
|Canberra & Adelaide Metro||3 to 7 business days|
|Brisbane Metro||4 to 10 business days|
|Perth Metro||5 to 13 business days|
|Non-metro areas (including TAS)||10 to 20 business days|
Furniture orders often take longer to arrive due to the logistics of shipping larger pieces.
Please note that delivery times listed above are only estimations.
Given the nature of our product offerings, we cannot ship to PO Boxes.
As soon as your order has been dispatched, you will receive a dispatch notification email with your tracking details.
For an up-to-date status of your shipment, you may use the tracking details to track the delivery online or call the courier directly to enquire further about your shipment arrival. We hope that helps!
If your tracking is not available and it’s been 7 workings days since you ordered your item, please get in touch with our Operations Team.
Our partners will lovingly prepare and ship your order(s) to you directly, so may you receive your order in several deliveries depending on the item that you’re ordering.
We understand that it is not possible to wait around and wonder when the courier will deliver our items. We suggest our customers to leave a note at checkout if there is a safe and covered place away from the weather for the courier to leave the items.
That way, our customers can avoid the potential of missed delivery and the hassle of organising redelivery with the courier.
While we will try our best ensuring the courier delivers at your preferred time, the delivery route planning is determined by factors like distance, weather, traffic and/or other delivery-related delays. Unfortunately, we are unable to guarantee delivery at a specific time of day.
All deliveries take place during business hours 8:00am to 6:00pm Mondays to Fridays.
The delivery lead time vary depending on the item that you’re ordering. Some items may leave from different warehouse that result in different transit times.
As much as we love for our products getting international attention, unfortunately, we are not able to ship them outside of Australia yet.
If you found something you really like, please email us your shipping details at Sales Team and we will be able to work with you to create a custom quote.
While we do everything we can to ensure your order delivered within the estimated timeframe, however, occasionally there can be unexpected delays during transit that are beyond our control.
If you have any troubles with the delivery of your order or the order has far exceeded the estimated delivery time frame, please email our Operations Team with your order number so we can investigate further for you.
This rarely happens however if situation like this was to arise, please send us an Email Address and we can get this resolved for you.
We currently accept payment through the following payment providers:
It is safe to use your credit card on our website. All sensitive information is transferred using the same encryption and physical security used by financial institutions.
Zip Money is an interest free online shopping wallet with a credit limit for purchase above $1,000, offering you the ability to buy now and pay later on your terms.
Please click here for more information about Zip Money.
Before clicking ‘Submit Order’, enter the promo/discount code that was given in the promo code field and it will be applied to your order. Please note you can only use one code at a time.
Click on the buttons to open the collapsible content.
We try really hard to make sure that your order reaches you in perfect condition; sometimes, things may have damaged in transit. In the unfortunate event that this isn’t the case, please contact us as soon as possible with a detailed description of the issue along with a photo and we will get back to you with the best resolution.
Unfortunately, on occasion our warehouse may send out an incorrect item. If you receive a product different from the one that you ordered, so sorry about that! Please contact us as soon as possible with a photo of the item you received and we’ll be sure to get you the product you ordered.
Some of our products are handmade, have natural imperfections, and/or a unique finish, shape, colour or texture and may vary from the picture you see on our website.
This applies to all products described as “Natural”, “Handmade”, “Washed”, “Brushed”, “Rustic”, “Distressed”, “Hand-Finish”, “Hand-Woven”.
We understand shopping online is a little different to shopping in-store where you can see and feel to make sure you pick the perfect item for your home. It’s important to us that you love every item from L3 Home, if there may come a time where an item doesn’t suit or have had issues, we’re here to help!
It is extremely important to keep the original packaging of the item for the case that a return is necessary. You may dispose of the packaging unless you are absolutely happy with your purchase and the item is free from faults.
We hope that you love your purchase, but understand that sometimes things just aren’t quite right. Our returns policy means you have 30 days from date of purchase to let us know you would like to return an item.
The item must be returned in its original condition and packaging. We will process the refund based on the original method of your payment.
Kindly contact our Customer Care Team and they will be happy to assist you with the return process.
We will refund you a store credit for the total purchase price of the item as soon as we verify that the item has been returned. Once your refund has been processed, it can take between 3 to 5 business day for the amount to reflect in your account.
We are not able to offer free returns, unfortunately. We require you to be responsible for the cost of returning an item to us where you have changed your mind.
While we would like to offer our customers the option to return any online purchases to our showroom, PayPal/ZipMoney are an online payment method and can only be refunded by returning your order via post back to our warehouse HQ.
We recommend returning your item to us, then using your store credit to place a new order.
Surely, L3 Home extends a 12-month warranty on all products purchased from the website unless otherwise specified.
We want you to be completely happy with your purchase. If your item develops a fault within 12 months from the delivery date, please contact us and one of our team member will be happy to assist you further.
Also, we offer a 30-day money back guarantee for our customers who are unhappy with their purchase as a sign of confidence in our products.
Please feel free to email us at Sales@L3home.com.au. We are also on live chat Monday to Friday from 9:00am to 5:00pm if you require an immediate response.
Our business hours are Monday to Friday 9:00am to 5:00pm and we unfortunately do not operate on weekends and public holidays. We endeavour to reply all email within 24hrs and apologies for any delayed responses out of this timeframe.
We’d love to hear from you! Whether it be a residential or commercial application, we would love to help.
Click here to fill out our trade application form.