Shipping & Delivery Policy

This version corrects the address to Unit 168, adds interstate delivery terms, clarifies access and failed-delivery charges, and avoids wording that could improperly limit customer rights. Under Australian Consumer Law, customer guarantees cannot be excluded, and the seller remains responsible for resolving goods that are missing or damaged during delivery. (ACCC)

Shipping & Delivery Policy

Sovara Living aims to make delivery and collection clear, reliable and straightforward. This policy explains our order processing, delivery, access, collection, failed-delivery and storage terms.

For refunds, returns, cancellations, exchanges and preorder terms, please refer to our Refund, Return, Cancellation & Preorder Policy.

1. Order Processing

In-stock orders are generally processed from our Melbourne warehouse within 1–2 business days after payment is confirmed.

Orders placed on weekends or Victorian public holidays will usually begin processing on the next business day.

All orders must be paid in full before dispatch, delivery or collection unless Sovara Living has approved another arrangement in writing.

Processing time is separate from the estimated delivery timeframe.

2. Estimated Delivery Timeframes

Estimated delivery timeframes after dispatch are:

• Metro Melbourne: approximately 1–4 business days

• Regional Victoria: approximately 3–6 business days

• Interstate and other regional locations: timing will be advised after the delivery address, product and carrier availability have been assessed

These timeframes are estimates only and are not guaranteed delivery dates.

Delivery may take longer because of:

• Carrier or vehicle availability

• Peak-period demand

• Public holidays

• Product availability

• Regional or interstate transport schedules

• Severe weather or road disruptions

• Property access requirements

• Circumstances outside reasonable operational control

Where a material delay occurs, Sovara Living will provide an update as soon as reasonably possible.

3. Delivery Fees

Delivery fees are based on the destination, order size, furniture type and required delivery service.

Where a standard delivery rate is available, it will be shown at checkout before payment.

Some regional, interstate, apartment, commercial or difficult-access deliveries may require a separate quotation. Contact Sovara Living before ordering if a delivery price is not available at checkout.

Delivery charges are generally non-refundable after the delivery service has been completed, except where required by Australian Consumer Law or where the service was not provided as agreed.

Additional charges may apply for:

• Stairs

• Apartments or multi-level buildings

• Long carrying distances

• Difficult or restricted access

• CBD or limited-parking locations

• Special loading or booking requirements

• Redelivery

• Assembly or installation

• Packaging removal

• Additional delivery staff

Any known access requirements must be disclosed before delivery is arranged.

4. Standard Delivery

Unless another service has been confirmed in writing, standard delivery is to a safe and reasonably accessible:

• Front door

• Curbside location

• Garage

• Ground-floor building entrance

• Ground-floor delivery area

The exact delivery point will depend on property access, parking, safety and the delivery service selected.

Standard delivery does not include:

• Unpacking

• Furniture assembly

• Installation

• Room placement

• Wall mounting

• Removal of existing furniture

• Removal of household rubbish

• Packaging removal

• Upstairs carrying

• Complex apartment delivery

Assembly, packaging removal, upstairs delivery, apartment delivery and other special services must be requested and approved before delivery. Additional charges will apply where these services are available.

5. Signature and White Glove Services

Selected Melbourne deliveries may be eligible for Sovara Signature Service.

For an eligible 3+2+1 sofa set, current service options may include:

• Assembly and placement: $100

• Packaging removal: $50

• Complete Signature Service: $150

Delivery charges are separate.

Service availability depends on the product, delivery location, access conditions, delivery schedule and team availability. Additional furniture or complex access may require a separate quotation.

6. Customer Delivery Responsibilities

Customers are responsible for providing complete and accurate:

• Customer name

• Delivery address

• Suburb and postcode

• Contact number

• Apartment or unit number

• Building access instructions

• Parking or loading information

• Stair, lift and doorway information

• Delivery restrictions or booking requirements

Before ordering, customers must check that the furniture and its packaging will fit through all relevant:

• Doors

• Hallways

• Gates

• Staircases

• Lifts

• Corners

• Building entrances

• Access paths

Product dimensions alone may not include the additional space required for packaging, turning or safe handling.

Customers should also ensure that the delivery path and final delivery area are clear of furniture, fragile items, pets and other obstructions.

7. Apartments, Offices and Difficult-Access Deliveries

For apartments, offices, CBD properties, commercial buildings and other restricted-access locations, the customer must arrange any required:

• Loading dock access

• Lift bookings

• Building-management approval

• Parking permits

• Delivery time bookings

• Protective lift coverings

• Access codes or security entry

• Suitable legal parking

These requirements must be disclosed before the delivery date.

Additional charges may apply if the delivery requires more time, staff or handling than a standard delivery.

The delivery team may refuse to continue if access is unsafe or if completing the delivery creates a reasonable risk of injury or property damage.

8. Receiving Your Delivery

A person aged 18 years or older must be present to receive the delivery unless another arrangement has been approved in writing.

The person receiving the order must be authorised to:

• Provide property access

• Confirm the delivery location

• Inspect the external condition of the goods

• Approve placement where applicable

• Sign or otherwise confirm receipt

Any visible packaging or product damage should be photographed and reported to Sovara Living as soon as reasonably possible.

Prompt reporting helps us investigate the matter with the delivery provider. It does not remove or limit any rights available under Australian Consumer Law.

9. Failed Delivery and Redelivery

A delivery may be treated as unsuccessful where it cannot be completed because of customer-related circumstances, including:

• An incorrect or incomplete address

• No authorised person available

• Restricted or unsafe access

• Furniture not fitting through the available access path

• No suitable parking or loading access

• Unreported stairs or apartment conditions

• Failure to arrange a required lift or loading-dock booking

• Refusal to accept the order without a valid legal reason

Where a delivery fails for a customer-related reason, a reasonable redelivery charge will apply.

The redelivery charge will generally be based on the original delivery fee or the actual additional cost charged by the delivery provider, depending on the circumstances.

Any additional storage, labour, waiting-time or access charges may also be payable where reasonably incurred.

Redelivery will be arranged after the applicable charges have been paid.

10. Delivery Waiting Time

The customer must ensure the property is ready and accessible during the confirmed delivery period.

Additional waiting-time charges may apply where the delivery team is delayed because access is unavailable, the delivery area has not been cleared or the customer is not ready to receive the goods.

Where waiting is not reasonably possible, the delivery may be treated as unsuccessful and redelivery charges may apply.

11. Storage

Sovara Living can generally hold a paid order for up to 14 days from the date the customer is notified that it is ready for delivery or collection.

If the customer cannot receive or collect the order within that period, they must contact Sovara Living before the 14-day period expires.

Unless another arrangement is approved in writing, storage beyond 14 days will incur a fee of:

$200 per month

Storage fees are intended to cover the warehouse space and handling required to continue holding the order.

Delivery or collection may be withheld until outstanding storage and other applicable charges have been paid.

Extended storage is subject to available warehouse capacity and must be agreed to by Sovara Living.

12. Click & Collect

Free collection is available by appointment from:

Sovara Living
Unit 168, 150 Palmers Road
Truganina VIC 3029
Australia

Customers must wait until Sovara Living confirms that the order is ready before attending the warehouse or showroom.

Please bring:

• Your order confirmation

• Valid photo identification

• Any information requested in the collection confirmation

If another person is collecting the order, Sovara Living may require written authority and identification before releasing the goods.

13. Customer-Arranged Transport

Customers collecting furniture are responsible for ensuring their vehicle, trailer or transport provider is suitable for the size and weight of the order.

Our team may assist with bringing packaged items to the vehicle where safe and reasonably practical. However, Sovara Living is not responsible for:

• Selecting the customer’s vehicle

• Securing the load

• Providing ropes, straps or protective coverings

• Confirming compliance with road-safety requirements

• Damage occurring after the goods have been loaded and accepted for customer-arranged transport, except where the damage was caused by Sovara Living or where liability cannot legally be excluded

Sovara Living may decline to load goods where the vehicle or proposed loading method appears unsafe.

14. Delivery Inspection and Damage

Please inspect the order as soon as reasonably possible after delivery.

If an item appears damaged, incorrect or incomplete:

1. Take clear photographs of the item, packaging and affected area.

2. Keep the packaging until Sovara Living has reviewed the matter.

3. Contact Sovara Living with your order number and a description of the issue.

4. Do not attempt repairs or dispose of the product without instructions from Sovara Living.

Sovara Living will assess the matter and, where relevant, coordinate with the delivery provider.

A request for photographs or information is intended to assist with assessment and does not remove any customer rights under Australian Consumer Law.

15. Delayed, Missing or Incorrect Deliveries

If an order is delayed, missing or delivered incorrectly, contact Sovara Living so the matter can be investigated.

Where Sovara Living has arranged the delivery provider, we will remain responsible for communicating with the provider and working toward an appropriate resolution.

If goods cannot be supplied within an agreed or reasonable timeframe, the customer may have rights to a remedy under Australian Consumer Law.

16. Changes to the Delivery Address

Contact Sovara Living immediately if the delivery address needs to be changed.

Address changes are subject to approval and may result in:

• A revised delivery fee

• A different delivery date

• A new carrier quotation

• Cancellation and rebooking of the original delivery service

An address cannot always be changed after an order has been dispatched.

17. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded under the Australian Consumer Law.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances, customers may be entitled to a repair, replacement, refund, service remedy or compensation where goods or services do not meet applicable consumer guarantees.

18. Contact Sovara Living

If you have any questions about shipping, delivery or returns:

• 📧Email: info@sovaraliving.com.au

• 📞Phone: 1300 768 272

• 📍Address: 176/150 Palmers Rd, Truganina VIC 3029, Australia