SHIPPING & DELIVERY POLICY

Last updated: September 2026

This Shipping & Delivery Policy applies to products purchased from SOLEA LIVING through https://solea.living, by invoice, quotation or another authorised SOLEA sales channel.

SOLEA LIVING (“SOLEA”, “we”, “us” or “our”) supplies large, high-value furniture, including products that may be made to order, produced specifically for a customer or transported using specialist freight services.

Please read this policy carefully before placing an order.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

1. Made-to-order furniture

Many SOLEA products are made to order or procured specifically for an individual customer.

An order may therefore pass through several stages before delivery, including:

order confirmation → production → quality control → preparation for freight → transport → local delivery

The estimated delivery timeframe displayed on a product page, quotation or order confirmation may include both production and freight.

An item being available to order does not necessarily mean that a completed item is physically held in stock in Australia.

2. Delivery timeframes

Any production, dispatch, transit or delivery timeframe provided by SOLEA is an estimate unless we expressly confirm a guaranteed date in writing.

Estimated timeframes may vary depending on the product, configuration, finish, delivery location and freight service.

SOLEA will provide the most accurate information reasonably available to us at the time your order is placed.

We will not knowingly provide a delivery estimate that we do not reasonably believe can be achieved.

Australian businesses are expected to provide clear and accurate information about likely production and delivery timing, particularly where they know of circumstances that may cause delays.

3. Production time and transit time

Where an estimated timeframe is provided, customers should understand the difference between:

Production time — the period required to manufacture, procure, finish, inspect and prepare the furniture.

Transit time — the period between the product leaving the production or dispatch facility and arriving at the delivery destination.

A transit estimate does not include the production period unless expressly stated.

Likewise, notification that your order has completed production does not mean that it will be delivered immediately.

4. Delivery estimates are not guaranteed dates

Unless expressly agreed otherwise in writing, estimated delivery dates are indicative rather than fixed appointments or guaranteed deadlines.

Furniture freight can be affected by circumstances that are difficult to predict precisely, including:

• manufacturing or material delays;
• vessel or freight scheduling;
• port congestion;
• customs and border processing;
• carrier capacity;
• severe weather;
• road closures;
• public holidays;
• regional freight schedules;
• industrial action;
• unexpected transport disruption; and
• other circumstances outside our reasonable control.

A reasonable change to an estimated delivery date does not, by itself, mean that the product is defective or that an order automatically becomes eligible for a change-of-mind cancellation.

However, these terms do not remove any rights a customer may have where goods cannot be supplied within an agreed or reasonable period. The ACCC states that where paid goods cannot be supplied on time or within a reasonable time, the business must provide an appropriate solution.

5. Material delays

If we become aware of a material delay affecting your order, we will take reasonable steps to notify you and provide an updated estimate where one is available.

We will work with our suppliers and freight providers to resolve delays as quickly as reasonably possible.

Where Australian Consumer Law requires SOLEA to provide a particular remedy because an order cannot be supplied, nothing in this policy limits that right.

6. Delivery locations

Delivery availability depends on:

• the product ordered;
• delivery postcode;
• destination accessibility;
• freight-carrier coverage;
• product dimensions and weight; and
• any specialist delivery requirements.

Some regional, rural, island or remote locations may require an individual freight quotation.

If standard delivery is not available to your location, SOLEA may contact you to discuss available options before proceeding.

7. Delivery charges

Delivery charges may be calculated:

• at checkout;
• in a SOLEA quotation;
• following confirmation of the delivery location; or
• following assessment of unusual access or freight requirements.

Where a delivery charge can be calculated before purchase, we will disclose it as part of the purchasing process.

Where a cost cannot reasonably be calculated until further information is provided — for example, specialist crane access or an unusual remote destination — we will advise you before arranging that additional service.

Australian pricing rules require businesses to clearly communicate prices and unavoidable charges and prohibit misleading “drip pricing”.

8. What standard delivery includes

The exact delivery service applicable to your order will be described at checkout, in your quotation, order confirmation or other written correspondence from SOLEA.

Unless SOLEA expressly confirms otherwise, customers should not assume that standard furniture delivery includes:

• assembly;
• installation;
• positioning furniture inside a particular room;
• removal of old furniture;
• removal or disposal of packaging;
• balcony lifting;
• crane or hoist services;
• difficult stair access;
• delivery through windows;
• removal of doors or architectural fixtures;
• modification of the premises; or
• specialist access equipment.

If you require any of these services, contact SOLEA before placing or finalising your order.

9. Delivery access

Because SOLEA furniture can be large and heavy, customers are responsible for checking that reasonable delivery access exists.

Before ordering, please consider the complete path between the delivery vehicle and the product's intended location, including doorways, gates, hallways, staircases, lifts and turns.

Where relevant, you should also check:

• lift dimensions and weight limits;
• doorway dimensions;
• stair width;
• ceiling clearance;
• hallway width;
• corner clearance;
• gate width;
• loading-zone availability;
• building access hours;
• loading-dock procedures; and
• body corporate or building-management requirements.

Product dimensions are available on the relevant product page or confirmed specification.

10. Access information must be disclosed

You must tell SOLEA about unusual or restricted access before delivery is arranged.

This includes circumstances such as apartment buildings, restricted parking, narrow streets, multiple flights of stairs, small lifts, gated communities, limited loading areas or destinations requiring specialist equipment.

Where information supplied to us is incomplete or inaccurate and this results in additional freight, labour, storage or redelivery costs, we may charge the reasonable additional cost where permitted by law.

11. Responsibility for measuring access

Unless SOLEA has expressly agreed in writing to inspect your premises or take responsibility for determining access, the customer is responsible for confirming that the furniture can be delivered through the available access route.

SOLEA is not responsible for a failed delivery caused solely by the furniture not fitting through a customer's access route where:

• accurate product dimensions were provided; and
• SOLEA was not given incorrect or misleading information about the delivery location.

This does not apply where the relevant issue was caused by incorrect dimensions or information supplied by SOLEA.

12. Difficult or unsafe access

Our delivery providers are not required to attempt a delivery that they reasonably determine would be unsafe or likely to result in injury or material property damage.

This may include attempting to manoeuvre extremely heavy or bulky furniture through unsuitable access points.

If delivery cannot safely be completed, the product may be returned to the carrier's depot or another appropriate location while alternative arrangements are considered.

Additional services may need to be separately quoted.

13. Specialist access

If delivery requires equipment or services such as:

cranes, hoists, specialist lifting equipment, additional delivery personnel or other non-standard access services, these are not included unless expressly stated.

Any additional service must normally be arranged and approved before delivery.

Customers must not assume a standard furniture carrier will perform specialist lifting.

14. Building approvals

For apartments, managed buildings or developments, the customer is responsible for obtaining any necessary permission for furniture delivery.

This may include:

• lift bookings;
• loading dock reservations;
• building-manager approval;
• protective lift coverings;
• delivery-time restrictions; and
• certificates or documentation required by the building.

Please arrange these requirements before the agreed delivery date.

15. Delivery appointments

Where the carrier offers scheduled delivery, the carrier or SOLEA may contact you to organise a suitable delivery date or delivery window.

Delivery windows are approximate unless expressly stated otherwise.

Traffic, earlier deliveries and other operational circumstances can affect arrival times.

Where possible, please ensure that an authorised adult is available during the agreed delivery period.

16. Changes to delivery appointments

If you need to change an agreed delivery appointment, please provide as much notice as reasonably possible.

Where a carrier has already allocated resources, dispatched the goods or incurred costs and the delivery must be rescheduled because of a customer-requested change, reasonable redelivery or rescheduling charges may apply.

17. Failed delivery

A delivery may be considered unsuccessful where delivery cannot reasonably be completed because of circumstances within the customer's control, such as:

• nobody being available where attendance was required;
• an incorrect address;
• refusal of delivery for change-of-mind reasons;
• undisclosed access restrictions;
• unavailable building access;
• furniture not fitting through access despite correct product dimensions being provided; or
• the customer being unable to accept delivery at a previously agreed appointment.

In these circumstances, the furniture may be returned to a depot, warehouse or another suitable location.

Reasonable additional costs incurred for redelivery, storage or handling may be payable by the customer.

18. Storage following failed delivery

SOLEA is not a furniture-storage business and cannot guarantee indefinite storage of completed orders.

Where furniture is ready for delivery but cannot be delivered or received because of circumstances within the customer's control, reasonable third-party storage charges may apply.

If storage becomes necessary, we will communicate the relevant arrangements and charges where practicable.

We will not impose arbitrary or punitive storage charges.

19. Customer-requested delayed delivery

If your order becomes ready earlier than you are able to receive it, contact us as soon as possible.

We may attempt to accommodate a reasonable request for delayed delivery, but this depends on available storage and carrier arrangements.

Long-term storage is not included in the purchase price unless expressly agreed.

Additional storage or freight charges may apply where SOLEA incurs additional costs as a result of an extended customer-requested delay.

20. Refusing delivery

Refusing to accept delivery does not automatically cancel an order or entitle the customer to a refund.

Where delivery is refused because the customer has changed their mind, the order remains subject to SOLEA's Returns & Refunds Policy.

Where the customer reasonably refuses goods because of an apparent problem such as serious transit damage, the matter will instead be assessed under the applicable consumer guarantees and our damaged-goods process.

21. Authority to leave

Some freight services may allow an Authority to Leave option.

Where you expressly request or approve Authority to Leave, you authorise the applicable carrier to leave the order at the nominated location where reasonably safe and permitted by the carrier.

SOLEA strongly recommends that high-value furniture is received by a person wherever practical.

Any Authority to Leave arrangement remains subject to applicable consumer law and the circumstances of the particular delivery.

22. Signature on delivery

Some deliveries may require a signature or other acknowledgement of receipt.

The person signing for the delivery does not necessarily waive the customer's rights if a defect or concealed transit damage is discovered afterwards.

Signing simply confirms receipt unless the documentation expressly and lawfully provides otherwise.

23. Checking your delivery

We recommend inspecting the external condition of your delivery as soon as reasonably practical.

Where possible, please check for:

• obvious carton or packaging damage;
• crushed or punctured packaging;
• visible furniture damage;
• missing packages; or
• an incorrect number of items.

Do not discard packaging immediately if there appears to be a freight issue.

24. Transit damage

If you believe your order has been damaged in transit, contact SOLEA as soon as reasonably possible.

To help us investigate efficiently, we may ask you to provide your order number, photographs or video of the furniture, close-up photographs of the affected area, photographs of the packaging and shipping labels, and a description of what occurred.

We may also ask that packaging be retained temporarily while the freight claim is investigated.

25. Reporting deadlines do not remove consumer rights

We strongly encourage prompt notification because it helps establish whether an issue occurred during transport.

However, a requirement to notify us promptly is not intended to extinguish rights provided by the Australian Consumer Law merely because a customer did not report an issue within an arbitrary short timeframe.

Australian consumer guarantees cannot be removed by store policies or contractual wording.

26. Do not return damaged furniture yourself

Customers must not arrange their own return freight for SOLEA furniture unless SOLEA has expressly authorised it.

Due to the size, value and specialist handling requirements of our products, unsolicited furniture returns may not be capable of being accepted at our correspondence or registered business address.

If collection, inspection, repair or return is required, SOLEA will provide instructions.

Where SOLEA is legally responsible for the transportation of faulty large goods, we will arrange an appropriate process in accordance with applicable law.

27. Minor freight damage

Not every freight issue requires the entire furniture setting to be replaced.

Where legally appropriate, an issue may be resolved through:

• professional repair;
• replacement of the affected component;
• replacement cushions;
• replacement timber components;
• replacement panels;
• refinishing;
• replacement of the affected item; or
• another reasonable remedy.

The appropriate remedy will depend on the nature and severity of the problem and the customer's rights under Australian Consumer Law.

28. Major damage or major failure

Nothing in this policy limits a customer's remedies where the product has a major failure under the Australian Consumer Law.

Where a consumer is legally entitled to choose a refund or replacement because of a major failure, SOLEA will honour those rights.

29. Split deliveries

An order containing multiple products may sometimes be delivered in more than one shipment.

This may occur because products have:

• different production schedules;
• different packaging requirements;
• different freight arrangements; or
• been dispatched from different facilities.

Where practical, we will attempt to communicate significant split-delivery arrangements.

A partial delivery does not mean that the remaining products have been cancelled.

30. Multiple-piece furniture

Some furniture configurations consist of multiple cartons, modules or components.

Please ensure all packages associated with the order have been received before reporting an item as missing.

If part of your order does not arrive, contact SOLEA and we will investigate with the relevant carrier.

31. Delivery to regional and remote locations

Regional and remote delivery may:

• take longer;
• involve a regional freight depot;
• require transfer between carriers;
• have limited delivery days;
• attract additional freight charges; or
• require collection from a nominated depot in some circumstances.

Where an unusual delivery arrangement applies, we will endeavour to communicate it before dispatch or before accepting additional charges.

32. Delivery to islands or restricted-access locations

Locations requiring ferry transport, barge transport or specialist access may require an individual freight quotation.

Standard delivery pricing should not be assumed to include unusual transport requirements.

33. International delivery

International delivery is available only where offered by SOLEA or specifically agreed in writing.

For any international order, additional terms may apply regarding:

• freight;
• customs;
• duties;
• import taxes;
• local delivery;
• customs clearance;
• insurance; and
• destination-country requirements.

The applicable responsibilities will be confirmed before accepting an international order.

Do not assume that pricing displayed for Australian delivery includes international taxes, duties or freight.

34. Customs and border delays

Where an order travels internationally or through customs-controlled freight channels, processing may be affected by customs authorities, inspections, documentation requirements or border congestion.

These processes are not always within SOLEA's direct control.

We will nevertheless take reasonable steps to provide information and assist with issues for which we are responsible.

35. Freight carriers

SOLEA may use third-party carriers, logistics companies, freight forwarders, warehouses and delivery contractors to fulfil orders.

The use of a third-party service provider does not remove SOLEA's obligations to consumers where SOLEA remains legally responsible for the delivery arrangement.

36. Tracking information

Tracking availability varies depending on the carrier and freight service.

Large furniture freight does not always use the same live tracking systems available for ordinary parcel delivery.

Where tracking information is available, we may provide it by email, SMS, order-status page or another communication channel.

Tracking events may not update continuously while an order is travelling between freight facilities.

37. Delivery status enquiries

If your order appears to have stopped updating or has passed its estimated delivery period, please contact SOLEA.

We can request further information from the freight provider where appropriate.

Repeatedly unchanged tracking information does not necessarily mean that the furniture has been lost.

38. Lost shipments

If a shipment cannot be located, SOLEA will investigate with the carrier.

Customers should not independently assume that an order is permanently lost based solely on a tracking delay.

If the product is confirmed lost, SOLEA will provide the remedy required by law and the circumstances of the order.

39. Incorrect delivery address

Customers are responsible for checking the delivery address entered when placing an order.

If you identify an error, contact SOLEA immediately.

We cannot guarantee that an address can be changed after freight has been booked or dispatched.

If an address error supplied by the customer causes additional freight, redirection or storage costs, reasonable additional charges may apply.

40. Changes of address after ordering

For made-to-order products, a customer may change residence during the production period.

Please notify SOLEA before freight is booked.

A change in destination may change the applicable freight charge.

If the new location materially increases the freight cost, we may provide a revised delivery quote before dispatch.

41. Change of mind during freight

Once an order has been dispatched, it cannot be recalled or treated as cancelled simply because the customer changes their mind.

SOLEA's no-change-of-mind Returns & Refunds Policy continues to apply.

Nothing in this provision limits statutory cancellation or refund rights where applicable.

42. Freight costs and refunds

Where a customer is entitled to a remedy under Australian Consumer Law, the treatment of freight or collection costs will be determined in accordance with those rights.

SOLEA will not rely on this Shipping Policy to make a customer pay return freight where the law requires SOLEA to bear that cost.

Where a customer has no statutory or contractual right to return the goods, original delivery charges are not refundable merely because the customer subsequently changes their mind.

43. Customer-organised transport

Customers must not arrange collection directly from a production facility, supplier, freight forwarder or warehouse unless SOLEA has approved the arrangement in writing.

Where SOLEA specifically agrees to customer-organised transport, additional conditions may be confirmed before collection.

44. Packaging

Furniture may be packed in cartons, protective wrapping, timber structures, crates, pallets or other protective materials depending on the product and freight method.

Packaging is designed primarily to protect the furniture during transport.

Unless expressly included in the delivery service, packaging removal and disposal remain the customer's responsibility after successful delivery.

45. Assembly

Some products may require minor assembly after delivery.

Where assembly is required, this will normally be indicated in the product information or supplied instructions.

Unless expressly included in your order, delivery does not include professional furniture assembly.

If a product requires assembly, please follow supplied instructions.

46. Damage during customer assembly or movement

SOLEA is not responsible for damage caused solely by:

• incorrect customer assembly;
• dragging furniture;
• using unsuitable equipment;
• failing to follow assembly instructions;
• unauthorised modification; or
• customer handling after successful delivery.

This does not affect responsibility for a pre-existing defect or damage for which SOLEA is otherwise legally responsible.

47. Property damage during delivery

If you believe a delivery provider engaged by SOLEA has caused damage to your property, contact us promptly and provide reasonable evidence of the damage.

Where practical, photograph the affected area before moving or repairing it.

Any responsibility will be assessed according to the circumstances and applicable law.

48. Delivery to unattended construction sites

We do not recommend arranging delivery of high-value furniture to an unattended construction site, renovation site or unsecured property.

The customer is responsible for ensuring the nominated delivery location is appropriate and capable of safely receiving the goods.

Where building works are incomplete, consider scheduling delivery after the premises are secure and suitable for furniture.

49. Weather-sensitive deliveries

Where severe weather creates a safety risk or material risk of damage, a carrier may postpone delivery.

A weather-related postponement does not automatically constitute a failure to supply.

We will take reasonable steps to arrange a new delivery opportunity.

50. Events outside our reasonable control

Delivery may occasionally be affected by events outside SOLEA's reasonable control.

If this occurs, we will take reasonable steps to minimise the disruption and continue performance as soon as reasonably practical.

This provision does not allow SOLEA to indefinitely retain payment without supplying the goods or providing a legally required solution.

51. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.

Consumer guarantees cannot be removed simply through a store policy or contract.

If SOLEA cannot supply paid goods within an agreed or reasonable timeframe, rights and remedies will be determined by the circumstances and applicable Australian Consumer Law.

52. Relationship with other SOLEA policies

This policy should be read together with:

SOLEA Terms of Service
SOLEA Returns & Refunds Policy
SOLEA Privacy Policy
the relevant product page
your order confirmation
any SOLEA quotation or tailored configuration approval

Where an individually agreed delivery arrangement appears in a quotation or order confirmation, that arrangement applies to the particular order, subject to applicable law.

53. Contact

For questions regarding freight, access requirements, delivery estimates or an existing order, contact SOLEA through:

https://solea.living/pages/contact

Email: sales@solea.living

Please include your order number where applicable.