FAQs

Online & Ordering Assistance

Where is my confirmation email?

If you haven’t received a confirmation email within 1 hour of successfully placing your order then you may have incorrectly entered your email address. Alternatively, the confirmation email may have been flagged as spam. Check your junk email folders to ensure that the email isn’t there. If it is not in your junk email folder, please contact us with your full name and order number and we can confirm your order for you.

How can I make changes to an existing order?

You can make changes to your order at any time up until your order has commenced processing for shipment. Please contact the store your order is being processed through, or contact us via live chat on the website if you need to change your order. However, please note that changes to a orders may not be possible or may incur additional costs.

How do I cancel my order?

You may request to cancel your order before it has been processed for shipment. Please contact us with your order number and full name. Please note that change-of-mind cancellations and exchanges may be subject to the following fees: Before Delivery: Even if the item(s) have not yet been delivered, a cancellation fee of at least 20% of the invoiced value may apply. After Dispatch / Within 48 Hours: Once the item(s) have left our warehouse/showroom, or have been received and remain unboxed for up to 48 hours, a cancellation fee of at least 30% of the invoiced value applies. Delivery fees are non-refundable and additional pickup fees may apply. Out of Box – Up to 1 Week: Item(s) that have been removed from the box for up to one (1) week will incur a 50% restocking fee of the invoiced value upon exchange, unless there is a manufacturer defect. Out of Box – Over 1 Week: Jack’s Furniture reserves the right to assess the condition of the item(s) and charge a 50%–70% restocking fee of the invoiced value upon exchange, unless there is a manufacturer defect. Where a refund is approved and processed by Jack’s Furniture, please allow up to 14 working days for the funds to appear in your account, depending on your financial institution. These change-of-mind terms do not limit or exclude any rights or remedies you may have under the Australian Consumer Law.

Pre-Orders/Laybuy/Deposit?

Items will be stored free of charge for up to 6 months. Customers are required to complete full payment and/or arrange /delivery within this period. After 6 months,we will make up to three (3) reasonable attempts to contact the customer. If the customer cannot be contacted or the order remains uncollected, Jack’s Furniture reserves the right to cancel the order and release the goods for resale. Any payments may be converted to store credit valid for six (6) months from the date of issue. Expired store credits are void and cannot be redeemed, extended, transferred, or exchanged for cash, subject to the customer’s rights under the Australian Consumer Law.  Exchanges: In the case of exchanging FULLY PAID item(s) before delivery, the new item(s) MUST be of similar or higher value. Jack’s Furniture reserves the right to hold a store credit for the customer if the exchanged item is of lower value; this credit is valid for six (6) months from the exchange date. NO CASH or CREDIT CARD refunds. Item(s) must be FULLY PAID to be eligible for exchange

What happens if something I order is out of stock?

Occasionally an item is sold out, yet still appearing online. If it is sold out in the store you are visiting only, we’ll do our best to find the same item in one of our other stores. If the item is sold out across all Jack’s Furniture Stores, then we will only ship the items you ordered that are available and include details about any excluded items and provide a refund. On the rare occasion there will also be occasions where an item has come to the end of its life cycle and has been discontinued. In this case, there may not be further stock available of the item, but please speak to our friendly sales team who will happily help you look for an alternative piece that will look just right in your home.

What currency are prices displayed in on the website?

All products are displayed and charged in Australian dollars (AUD inclusive of GST).

I have seen something I want in an Jack’s Furniture store, but I can’t find it online.

We aim to have a comparable range of our products available online. If you cannot find the item you want online, please contact the store you saw the product at and we’ll try hard to locate it for you.

How do I know if the furniture will fit in my house?

The furniture on our website has dimensions that specify the height, depth and width of a product. You can use these dimensions to measure a space.