Q: Do you deliver anywhere in Australia?
A: Yes. We ship Australia wide. With transport services located in all states, delivery can be organised anywhere in Australia.

Q: Can we collect our order from your warehouse?
A: Yes. We have no problem allowing you to pick up your goods straight from our factory.

Q: How long before I receive my order from placement of order?
A: Please allow up to 4 weeks for the manufacture of your furniture products after clearance of payment. This allows us to co-ordinate your order with our transport companies and you the customer.
If you require your order more urgently, please email or phone us with the products and the time frame you would like for us to meet, and we will try and accommodate your request.

Q: Does the shipping address have to be the same as the billing address?
A: No it does not. We are more than happy to send your order to a different address than your billing address. This is particularly good news if you are thinking of purchasing a present for someone else, or have a business in a different state!

Q: We would like our order delivered to us at a specific time & date. Can this be arranged?
A: Yes. Rustic Timberworks will co-ordinate with you to meet specific requirements you may have. List your requirements in the Comments section and our delivery coordinator will contact you to organize your delivery.

Q: Will you deliver via my nominated transport company or courier?
A: Yes. But using your own transport company or courier eliminates the warranty on the product. No liability for damages will be placed on Rustic Timberworks if you decide to use your own freight company.

Q: Is weekend or after hours delivery available?
A: Our standard delivery will be made on weekdays during business hours, public holidays excluded. It is important that someone will be available during those times to accept/sign for the delivery.
However if your location has daytime access restrictions we are able to quote and provide after hours delivery for select orders. Please request a quote for delivery.

Q: Where is my order? I have not received it as yet.
A: No problems. Please contact us if you are concerned or think your item is taking an unusually long time to arrive.

Q: My order, or parts of an item were damaged in delivery. Who do I contact?
A: Not a problem. Please contact us.

Q: How do I know my order is dispatched?
A: You will receive a dispatch notification at the time of dispatch, notifying you that your goods are on their way. The dispatch notification will include the delivery consignment details, or you will receive a phone call from the courier company to organise delivery dates and times.

Q: What happens if for some reason I am not home or at work when delivery is made of my order?
A: It is important that someone will be available at the delivery address in order to sign for and accept delivery of your furniture.
Please contact us if you think you might not be available at the time of your delivery, so that we can reschedule.
Don’t panic if you miss the delivery driver. We will contact you to organise an alternate delivery.

Q: Can we use our own freight company?
A: Yes. We are happy for you to use your own courier, however it is advisable to be aware of the size and weight of your delivery as many of our products are best delivered via qualified furniture freighters.

Q: What happens if I receive the wrong product?
A: Rustic Timberworks staff are only human and very rarely make a mistake. However sometimes mistakes do occur. If you have received the wrong product, we do apologise and ask that you do not panic. Please contact us where a staff member will get the situation rectified.

Q: What do I do if I receive my order damaged?
A: Whilst we appreciate the disappointment you might be feeling, stay calm and contact us as soon as possible at so that we can resolve the issue.
Damaged items must be reported immediately upon receipt of order.

Q: What if I require my order urgently?

A: If you require your order more urgently, please email or phone us with the products and the time frame you would like for us to meet, and we will try and accommodate your request.