Delivery Info


We strive to provide the best service possible. Your order will be safely packed and sent to your doorstep, on time.

Delivery Information

We take pride in the manufacture of our furniture and we will do all we can to ensure your purchase is delivered to you on time. All our products are packaged for safe transit and will be handled by professionals.

We use several home delivery partners and courier companies across Australia to ensure we offer the best delivery value to you and the most secure and on-time delivery service. Your purchase may require multiple deliveries and may be managed by separate home delivery partners.

All orders are delivered Monday to Friday and between 9am and 5pm.

Please note that it is your responsibility to check that your items will fit through doors, staircases and lifts in their packaging before you place your order. Product dimensions are included in the product description on our website. Failed delivery due to inability to access your abode will result in additional delivery charges.

Dispatch vs Delivery

'Dispatch' lead-times shown on each product page indicate the estimated time that your item will be available for collection, by the nominated delivery partner, from our warehouse.

After which 'Delivery' to you will within the approximate timeframes shown in the below table:

AreaDelivery within (approx. only)
Sydney MetroDispatch Lead time + 1 – 2 days
Outer Sydney suburbs, Newcastle & WollongongDispatch Lead time + 2 – 3 days
Melbourne & Brisbane MetroDispatch Lead time + 2 – 5 days
Adelaide MetroDispatch Lead time + 3 – 5 days
ACTDispatch Lead time + 2 – 4 days

Delivery Charges and Locations

Some companies charge by the kg or cubic metre to deliver and depending on the item and your location, delivery charges can blow out substantially!

At Castlery, not only do we keep a cap on the cumulative costs of middlemen, warehouses and shopfronts, we also cap our delivery charges, so you know the total cost of your purchase. Once you Checkout and pay your invoice, that’s it – no nasty surprises later on!

To check if we deliver to your location and calculate your delivery costs, add the item to the shopping cart and type in your post code. This will work out the delivery charges and also give you delivery options where available.

As a guide, delivery charges start from $10 and we deliver to metro and suburban areas in most major cities and their suburbs and selected rural and regional areas.

Special Offers (e.g. Free Shipping)

Free shipping may be offered at specified times and on specified products during special sales events. Where free shipping is offered, it will only be available on the selected products and to selected locations. Please refer to "Delivery Charges and Locations" for more information. Alternatively, enter your postal code in the shipping calculator on each product page of our website, to check delivery is available in your area.

Delivery Tracking

Thanks to our interactive live tracking system, checking the status of your order is easy! Just log in to your account, select ‘Orders’, then the item you wish to review, and we’ll take you to a tracking page that will tell you exactly where it is.

Alternatively, look out for an email containing tracking information to use on the relevant delivery partner’s website.

Types of Delivery

1. Small Parcel Delivery

Small items (e.g. throw pillows, table lamps, small ottomans) will be delivered via Australia Post, Please look out for an email containing your tracking number which can be used on the Australia Post website.

Important: This delivery is to the ground floor only and deliveries to any address that require using a lift or staircase will be left at the entrance of the lift or foot of the stairs. If no one is available to sign for the delivery, a card outlining alternative arrangements (such as collection from your nearest Australia Post Office) will be left. You have the option to issue an ‘Authority To Leave’ if you notify us prior to the order being shipped. To use this option, you must have a safe area for the goods to be left. If you choose this option, you agree that Castlery is not held responsible for loss of goods.

Please note that it is your responsibility to check that your items will fit through doors, staircases and lifts in their packaging before you place your order. Product dimensions are included in the product description on our website.

2. Regular One-Person Delivery

Delivery to areas not covered by our dedicated freight handlers’ network (areas outside suburban Sydney, Newcastle, Wollongong, Canberra & Melbourne) are carried out by Allied Express and their 3rd party network. Dependant on the size and weight of the item, you may be required to assist the delivery person in carrying your furniture items to the ground floor entrance to your property.

NOTE: The delivery person may not bring the items inside your house. Unboxing, assembly and rubbish removal is not part of the service and is your responsibility.

To initiate delivery, we will email you advising your order is ready to ship. Please refer to the Delivery table above for ETA to your area. Tracking information will be emailed to you and this can be used on the delivery partner’s website.

You have the option to issue an ‘Authority To Leave’ if you notify us prior to the order being shipped. To use this option, you must have a safe area for the goods to be left. If you choose this option, you agree that Castlery is not held responsible for loss of goods.

Please note that it is your responsibility to check that your items will fit through doors, staircases and lifts in their packaging before you place your order. Product dimensions are included in the product description on our website.

3. Regular Two-Person Delivery

For bulky items within suburban Sydney, Newcastle, Wollongong, Canberra and Melbourne we utilise dedicated delivery partners. This service is carried out by a two-person team and includes placing your item in your room of choice.NOTE: Unboxing, assembly and rubbish removal is not part of the service and is your responsibility.

To initiate delivery, we will email you advising your order is ready to ship and give you a choice of delivery days. On the evening prior to delivery you will receive an SMS text message, from the delivery partner, giving you the estimated delivery window. NOTE: As the time of your delivery is dependent on the number and locations of all deliveries done by the delivery partner on the given day, we are unable to give you this information any earlier.

On the day of your delivery you will receive an SMS approximately an hour before the delivery arrives.

You have the option to issue an ‘Authority To Leave’ if you notify us prior to the order being shipped. To use this option, you must have a safe area for the goods to be left. If you choose this option, you agree that Castlery is not held responsible for loss of goods.

Please note that it is your responsibility to check that your items will fit through doors, staircases and lifts in their packaging before you place your order. Product dimensions are included in the product description on our website.

To get a better understanding of the service in your area and based on the items you have purchased, email help.au@castlery.com or call 1800 000 868.

Missed Deliveries

If you are not present at the delivery address within your allocated delivery slot, a card will be left with contact details to arrange alternate delivery. A redelivery fee will apply. We do ask that you let our delivery partners know of any necessary changes to your delivery slot in advance, where possible.

Grouped Delivery

We work with a variety of delivery partners to ensure the best service for your location.

If your order is made up of multiple products they will most likely have different lead-times. We know you are eager to receive your items, so we usually deliver the items in multiple deliveries based on their availability. However, we also know you are busy, so we try to group your deliveries to minimise any inconvenience. The number of deliveries and the estimated date the items will be dispatched from our warehouse is advised at the Checkout stage, prior to making payment.

Delivery Restrictions

We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and also areas that are inaccessible with our home delivery services. In this case, you may choose to have an item delivered using your own couriers, in which case all insurance for loss or damage to the order caused by the delivery will be your responsibility.

We cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the items we sell. Most of our goods are delivered by courier or specialist furniture carrier directly to your door and require a signature upon delivery.

INCORRECT DELIVERY ADDRESS

All undelivered orders will be returned to our distribution centre and restocked. To reschedule for a delivery to the correct delivery address, we will contact you to arrange for the next available delivery with a re-delivery fee.

RESCHEDULING OF DELIVERY

Our carrier may reschedule the delivery if you are not present to receive the items even after confirming the delivery dates. For rescheduling of delivery after agreed delivery, a re-delivery fee may apply.

RECEIVING ITEMS

On delivery, customer or 3rd party appointed by the customer shall inspect the item(s) and the surroundings carefully before our carrier leaves the premise. Any damage detected should be immediately reported to the carrier and noted on the delivery copy. You will also need to email us at help.au@castlery.com and provide photos showing the damage or fault. We will then reply within 3 working days.

In the event an exchange for the defected piece cannot be made, Castlery reserves the right to offer a substitute or full refund. All replacement of item(s) will depend on the next available shipment. Castlery shall not be liable for any consequences (whether direct or indirect) of the delay in the delivery of the goods and no such delay shall entitle the customer to treat this agreement as being repudiated by Castlery or to any comparison.

DELAYED SHIPMENT / DELIVERY DUE TO UNFORESEEN SITUATIONS

In the event of delay in shipment due to unforeseen situations, Castlery reserves the right to reschedule the delivery, subject to availability of next delivery slot.

No specific time of delivery can be provided. A time frame will be advised but cannot be guaranteed. Castlery shall not be liable for any consequences or any loss suffered or expenses incurred (whether direct or indirect) due to the delay in the shipment / delivery of the goods and no such delay shall entitle the customer to treat this agreement as being repudiated by Castlery or to any comparison.

These terms and conditions were last updated on 23rd August, 2018

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Castlery

Castlery was founded with one ambition - to reinvent how furniture retail works. We design and produce furniture with great aesthetics at a competitive price point, without compromising on quality. By cutting out the middleman and keeping our inventory lean we can keep our costs down and extend the savings to you.