Frequently Asked Questions 
Don’t worry! We got you covered!
Delivery
Melbourne Metro: 18 December
VIC Regional: 6 December
Sydney Metro: 17 December
We’ll keep you posted all way through! After you order, you will be receiving an order confirmation from us. Please allow 24 hours for the orders to be processed and dispatched. Once your order is processed, you will receive an email and an SMS with a tracking number. Another email will be sent, so you can track the delivery status of your order. To make sure you don’t miss your order, you will receive an SMS or an email when the order is on its way and another notification once the item is delivered to your doorstep.
All orders are processed within 3-5 Days. However, our dispatching facility operates from Monday-Friday 9 AM - 5 PM. If you order on a Friday, Orders will be dispatched with in 3-5 days.
Dispatch is when the item(s) are collected by our delivery partner from our warehouse. From dispatch, transit times may vary depending on location. Please refer to the estimated transit times below.
Dispatched within 24 hours (1 Business Day)
Expected delivery time: 1-11 business days (Monday-Friday) depending on location upon dispatch
VIC Metro 3-5 Business Days
VIC Regional 3-9 Business Days
NSW Metro 3-8 Business Days
NSW Regional 3-10 Business Days
QLD 3-10 Business Days
SA 3-10 Business Days
ACT 3-10 Business Days
WA 5-11 Business Days
TAS 5-11 Business Days
NT 5-11 Business Days
First scan will appear on the tracking tool once your orders reach the courier’s depot:
VIC, ACT, TAS and NT – First scan event appears on the 1st or 2nd day after collection
NSW and SA – First scan event appears on the 2nd day after collection
QLD – First scan event appears on the 3rd day after collection.
WA – First scan event appears on the 3rd day after collection.
For Non- lifely Products:
Eco Home: 7 business days
Olivia Shayn: 15 business days
Note: We work hard to process all orders as quickly as possible and we will generally send an email to let you know when your order has been dispatched or if we anticipate delays.It is a standard practice that we ensure all items ordered are dispatched at the same time if the product is available and comes from the same warehouse. We do not guarantee that it will all arrive at the same time due to special circumstances (courier operations, product availability, lost in transit etc.).
Orders with multiple items (10 cartons or more) may require special handling and we can offer a delivery option that will allow the courier to deliver all your items together at the same time. However, this service will incur an additional cost as a special arrangement will need to be made with our delivery partner before dispatch. Please note that bulk delivery is optional. We can still process your orders as normal, but your items will be posted with multiple consignment numbers and you can expect separate deliveries.
Should you wish to inquire about the bulk delivery, kindly email hello@lifely.com.au and our friendly customer care team will be ready to assist you.
We process and dispatch the orders within 24 hours. If you need to change or correct the delivery address, request must be received before 7am (AEST) prior to dispatch from the warehouse. If in case the order has already left the warehouse, we will charge a redirection fee and cost may vary depending on the new location. If you need to change your delivery information, please contact our team at (03) 9071 0088 or hello@lifely.com.au
Lost In Transit/Damage In Transit/Stolen orders must be reported immediately or at least within 2-5 business days from the date of delivery. Visit our Contact Us page & select the Damaged, Lost or Stolen During Delivery. Have your order number & the email address used to purchase your order ready.
Yes, you can easily do that by placing additional delivery notes before check out. If in case you miss it, you may contact our dedicated customer service team at (03) 9071 0088 or hello@lifely.com.au. Additional delivery instructions only cover the following: address instruction and authority to leave. Please note that “preferred delivery time” is not guaranteed as we do not have control over courier operations.
Upon purchase, you will receive a tracking number within one (1) business day. The tracking number normally updates status and gives an estimated time of arrival of your order.
First scan will appear on the tracking tool once your orders reach the courier’s depot:
VIC, ACT, TAS and NT – First scan event appears on the 1st or 2nd day after collection
NSW and SA – First scan event appears on the 2nd day after collection
QLD – First scan event appears on the 3rd day after collection.
WA – First scan event appears on the 3rd day after collection.
If in case you notice that there are no movements on the order within 72 hours, please contact the designated courier directly or our dedicated customer service team at (03) 9071 0088 or hello@lifely.com.au.
If in case you receive a “sorry we missed you” card or missed a delivery, please contact our customer care team immediately at (03) 90710088 or hello@lifely.com.au to arrange a re-delivery of your order. Please note that the courier gives a specific time frame to arrange the redelivery and applicable re-delivery fee will apply.
Due to our contactless home delivery and to ensure the safety of our customers and delivery partners, all orders are delivered at the front door of the ground floor or building lobby. We recommend that you have someone else available to help you carry the items into your home.
Delays due to unforeseen circumstances outside our control are not covered by shipping guarantee.
Unfortunately, we don’t offer this option. However, rest assured that our dispatch team selects the most efficient and affordable mode of delivery available from our partner couriers.
Unfortunately, no. Delivery of orders are controlled by our delivery partners and they provide a delivery time frame between 9am to 5pm depending on your location. We recommend that you visit the courier’s website to track the progress of your delivery.
We currently deliver within 1-15 business days to most regional and rural areas which is pretty speedy (especially compared to other furniture retailers). We’re passionate about delivering the best service to our customers so we’ll continue to figure out easier and quicker delivery options.
Given the sheer size of Australia, it can take a bit of time to get to the hard-to-reach places so the best we can do at the moment for regional and rural deliveries is 1-15 business days. If a better, faster method comes up, we’ll be just as keen as you to make it an available option.
We calculate our delivery charges on how much our delivery partners charge us and this is based on the distances from a city center. In most, if not all, cases we do not pass the full delivery cost onto our customers. However, in instances where it’s really costly, we kindly ask for a little help in getting our furniture out to you.
We will do our best to ship Pre-Order Products in accordance to their expected ship date. If this changes, we'll do our best to let you know. We recommend that you keep your shipping and contact information up-to-date to ensure proper shipment of any Pre-Order Products. If you need to update any of this information, please email us at hello@lifely.com.au.
Note that when items arrive earlier than the set pre order dispatch date, we will dispatch the orders right away and notify you with the tracking numbers. If you are not available to receive your orders earlier than schedule, please add your instructions upon purchase.
Products & Stocks
Lifely* products generally cover 12months warranty period against any manufacturing defects and any other issues with the materials that have been used. It is important that you to keep your invoice number to ensure you make a claim.
Our Deep Dream mattresses has a 20-year warranty against any manufacturing defect. Terms and Conditions apply.
If in case you receive the wrong product, please contact our customer care team immediately at (03) 90710088 or hello@lifely.com.au. Just simply provide us your order number and a photo of the item you received (showing the product information) and we will arrange a delivery of the right item as soon as possible.
Kindly refer to the Assembly Manual included on the package – take a photo of the assembly instruction identifying the missing parts and email to hello@lifely.com.au. We will immediately send the missing parts via express post.
This is very unlikely but if in case the assembly information is missing, you can get a copy from our website. Just simply visit our website, go the product page of the item you ordered and click on Assembly & Care. All our assembly information is available online.
Our assembly instructions are cleverly designed so that everyone is able to install our furniture with ease. We were so committed that when designing the instruction steps and manuals, we hired ‘dummies’ with zero furniture assembling experience to test out, we made changes to the manuals along until not a single person makes any mistake assembling so you can have a peace of mind that nothing will go wrong. Please note that improper assembly of a product is not included under warranty.
However, Lifely* may provide the part that is damaged in the course of assembling the product at a reasonable cost. Delivery cost of the part will be covered by the customer
Lifely* warrants that all goods are free from defects and workmanship, are of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.
In the event that you received a product with manufacturing defect, such as missing parts, or in a way hindered of the product’s usability for the purpose it was designed and manufactured, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 21 days after receiving your delivery.
The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you’re happy with. For example, we may arrange one or a combination of the following:
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure. We assess all warranty claims on a case-by-case basis to make sure every claim is handled fairly. We will not charge you a return delivery fee if we deem that the appropriate measure. Additionally, we will not ask you to pay for the delivery fee for any replacement product either.
We assess all warranty claims on a case-by-case basis to make sure every claim is handled fairly. We will not charge you a return delivery fee if we deem that the appropriate measure. Additionally, we will not ask you to pay for the delivery fee for any replacement product either.
We do not have a showroom at the moment but do not worry as we provide a detailed information and photos of the products in our website to ensure that it is an exact representation of our items.
For wait and save / pre-order products, simply refer to product page for an estimated date of dispatch from our warehouse. For further assistance, please contact our customer service team at (03) 90710088 or hello@lifely.com.au.
No. We do not offer those services at the moment.
We take out the size option of an item if it is out of stock. You may also check the product description to confirm the available sizes for the product that you are interested in.
Yes, you can now get notification of the specific product once it’s back in stock by clicking “notify me” on the product page.
Unfortunately, we don’t offer an assembly service. But we do provide easy-to-follow assembly manuals for every product you purchase.
Return & Refund
Yes, if the order is changed prior to dispatch from our warehouse. Please note that we dispatch all our orders within 24 hours. Change request must be received by 7am (AEST). If in case the item has already left the warehouse, return fees will apply. For order changes, please contact our customer care team at (03) 90710088 or hello@lifely.com.au
Yes, if the order is cancelled prior to dispatch from our warehouse. Please note that we dispatch all our orders within 24 hours. Cancellation request must be received by 7am (AEST). If in case the item has already left the warehouse, return fees will apply. For cancellation of orders, please contact our customer care team at (03) 90710088 or hello@lifely.com.au
If you changed your mind, we may offer you a store credit provided that the return is made within 14 days from the date you received the product and you are able to provide satisfactory proof of purchase.
To be eligible for a store credit, the product must:
As the original protective packaging (including box or carton) are carefully designed to avoid shipping damages, any returns without the original packaging will be refused. You are encouraged to photograph products and condition of packaging scheduled for return before handing the return to our delivery partners.
You will be responsible for the shipping costs irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of purchase. This includes any costs you incur for us shipping the product to you in the first place and the cost of shipping the product back to us.
Fees that will be deducted from your store credit includes:
Our team members will assess the item to determine whether a store credit will be offered in accordance to our Return Policy. Returns due to change of mind are issued only by way of store credit valid within 1 year from the date of issue. Within 5 business days of receiving your return, a store credit voucher will be issued and you will be notified via email with the details - amount equal to the price paid for the product, less initial shipping costs, return shipping costs and restocking fee.
Please choose carefully when purchasing products as the following items will not be accepted for return due to change of mind. Returns on all brands will not be provided on the following types of merchandise unless the product fails to meet a consumer guarantee:
- Mattresses & Bedding
- Pillows & Quilts
- Clearance items
- Personalised items
- Orders for commercial or non-domestic use
Kindly ensure that the item is placed back in its original packaging, take a photo and send to hello@lifely.com.au when its ready for collection. We will arrange a pickup from your given address, simply let us know the date and time and we will do the rest.
To make returning as easy as abc, you can leave the goods out at your front door or with your concierge and our appointed driver will pick them up straight away. You do not need to be present at the address to wait for the driver.
You can only use your store credit with Lifely* Furniture products.
Store credits are valid for one year from the date of issuance. Please call (03) 90710088 or email hello@lifely.com.au should you wish to redeem your store credit.
Refund request due to faulty products require supporting documents such as photos/videos illustrating the fault or issue. These documents are typically reviewed within 24-48 hours from the date submitted. Once request is validated, refund will be processed and will appear back onto the original form of payment within 5-10 business days. You may contact our customer service team at (03) 9071 0088 or hello@lifely.com.au should you have any questions.
Payments & Promotions
Lifely* accepts all major credit cards – Visa, MasterCard, American Express, and PayPal.
Simply select the Afterpay and Zip pay option during checkout. You will then be redirected to your selected payment method to complete an application. This will only take a few minutes. Repayments will vary depending on your selected payment method
Yes. For security purposes we do not store client card information in our system.
All promo codes have time validity and is applicable to certain products. You may just simply enter code on promo code section and discounts will be applied accordingly. For further assistance, please contact our customer service team at (03) 90710088 or hello@lifely.com.au.
All prices on the Lifely website are subject to change. If the price of an item on your order drops, and you contact us within 48 hours after placing your order, we will honour the new price.
No price adjustments can be processed after more than 48 hours since purchase.
We cannot amend prices of products that have already been dispatched from our warehouse.
We do not offer refunds, returns or exchanges on sale items due to change of mind. We will meet our obligations under the Australian Consumer Law if a product is faulty or damage.
We regret to inform you that we don’t offer a “cash on delivery” payment option. However, we do offer flexible payment options through AfterPay, Klarna and or ZipPay
Damaged, lost or stolen during delivery
The claim must be made by the person who has purchased the order. If any refunds are applicable, payment will be made to purchaser.
We encourage you to lodge your claim with us as soon as possible and we endeavor to investigate all claims efficiently and effectively. Because circumstances vary, it may take some time to reach a resolution, but we will keep you informed regarding the progress of your claim.
We encourage you to lodge your claim with us as soon as possible and we endeavor to investigate all claims efficiently and effectively. Because circumstances vary, it may take some time to reach a resolution, but we will keep you informed regarding the progress of your claim
LifelyCreate FAQs
When you place an order during the 14-day LifelyCreate commitment period, you’re securing a unique item that hasn’t yet gone into production. At this stage it’s just an idea, so if you love it, we need you to help us reach our goal of 15 orders!
To reserve your piece, simply enter your credit card information at checkout. Don’t worry —your card won’t be charged until the product goes into production. Your payment details will be securely stored until then.
If we receive 15 orders within the 14-day LifelyCreate period, production will kick off, and all backers, including you, will be charged.
If the product doesn’t reach enough commitments within the LifelyCreate period, it won’t proceed to production, and all orders will be canceled. Rest assured, your card won’t be charged in this case.
Once your product passes the LifelyCreate commitment phase, it will move into production and be listed as a ‘Pre-Order Item’ on our website. While prices may change, rest assured that the price you paid at the time of your order will be honoured for all LifelyCreate customers.
As soon as we gather enough commitments, we'll be excited to share that your design has successfully made it through the design stage! You'll be notified when your product passes the commitment period and enters production. And rest assured, we'll keep you informed even if it doesn’t pass the commitment period. Your participation is what makes LifelyCreate truly special!
Since LifelyCreate products are at the idea stage, this means your input (and our whole Lifely community) shapes every product decision and can take us a little bit more time to get the details just right. During this stage, please expect a minimum of 90 days after production begins to receive your piece. We know it will be worth the wait, and we thank you for being part of this unique journey with us!
During the production stage, you can still cancel your order anytime for a full refund. See our Terms & Conditions for more information.
Contact us
If you need a helping hand with View At Home or to create a space you love, get in touch with us. We are here to help!
- hello@lifely.com.au
- (03) 9071 0088