Shipping & Delivery Policy

At Sovara Living, we aim to make delivery and collection simple, clear, and reliable. This policy explains our delivery, collection, access, and storage terms.

For refunds, returns, cancellations, pre-orders, and exchanges, please refer to our Refund, Return, Cancellation & Pre-Order Policy.

Order Processing

In-stock orders are usually processed from our Melbourne warehouse within 1–2 business days.

Orders placed on weekends or public holidays will be processed on the next business day.

All orders must be paid in full before dispatch, delivery, or collection.

Estimated Delivery Timeframes

Estimated delivery timeframes after dispatch:

• Metro Melbourne: 1–4 business days

• Regional Victoria: 3–6 business days

Delivery timeframes are estimates only and can vary due to carrier availability, stock levels, delivery demand, access issues, and location.

Delivery Fees

Delivery fees are based on your location and shown at checkout before payment.

If your address is outside our standard delivery area, please contact us before placing your order for a custom delivery quote.

Delivery fees are non-refundable once the delivery service has been completed.

Standard Delivery

Standard delivery includes delivery to your front door, curbside, garage, or ground-floor entrance where safe access is available.

Standard delivery does not include unpacking, assembly, installation, placement inside the home, rubbish removal, or packaging removal.

Assembly, packaging removal, upstairs delivery, apartment delivery, or difficult-access delivery must be requested before delivery and will incur an additional fee if available.

Delivery Access

You are responsible for providing accurate delivery details and safe access to the property.

Before ordering, please check that your furniture will fit through doorways, hallways, lifts, stairwells, and entry points.

A person over 18 must be available to receive the delivery where required.

For apartments, offices, CBD locations, or difficult-access sites, you must provide suitable parking, lift access, loading dock access, or other safe access required for delivery.

If delivery cannot be completed due to incorrect details, restricted access, unsafe access, no suitable parking, no loading access, or no person available to receive the order, the delivery will be treated as a failed delivery.

Failed Delivery and Redelivery

If a delivery fails due to customer-related reasons, a redelivery fee will apply.

The redelivery fee will be equal to the original delivery fee for your area or the actual redelivery charge from the carrier, whichever is higher.

Storage

We can hold your order for up to 2 weeks from the date it becomes available.

Storage beyond 2 weeks will incur a fee of $200 per month unless otherwise agreed in writing.

It is the customer’s responsibility to arrange delivery or collection within the agreed timeframe.

Click & Collect

Free pickup is available by appointment from our Melbourne warehouse:

Sovara Living
176/150 Palmers Road
Truganina VIC 3029
Australia

Please bring your order confirmation and photo ID when collecting.

You are responsible for ensuring your vehicle is suitable to safely transport bulky or heavy furniture. Our team can assist with bringing items to your vehicle, but we cannot secure the load or accept responsibility for transport arranged by the customer.

Delivery Issues

Please ensure the delivery area is clear and safe before delivery.

If there is an issue during delivery, please contact Sovara Living as soon as possible with your order details and relevant photos so we can review the matter with the delivery partner.

Nothing in this policy limits any rights you have under the Australian Consumer Law.