FAQ's

HOW CAN WE OFFER PRODUCTS AT GREAT PRICES?

Our product lines are no different to other quality products that you'll find in your large department stores, we have just structured our business without the need for the department store price tag. We have minimal over heads, so you only pay for the products and our great customer service.

 We sell online – We are a streamlined our business so that we can offer the great service you would receive in store. Our volumes and business structure allows unsurpassed efficiencies. We pass the savings to our customers being you, which is a “Win-Win” situation for both of us. 

 No flashy showrooms – leasing, resourcing and managing a flashy showroom cost money which adds to the price of our products. We don't pass on the costs associated with this the expense which can add up to an additional 60% to the overall price. 

 We only hold a month’s stock at a time on certain lounges – As we don't hold the same range and style throughout the year and constantly update our sofa range, we are able to cut costs further by not having large warehouse space and associated rental costs.

 No middle man - This saves money and time. It also allows us to better control supply and quality.

 Real Customer Service – We are passionate about our customer service. Replying to your queries in a timely fashion, allows us to provide you with the answers need to make that decision to by with us, to track your shipping and respond to your inquiries more efficiently. This guarantees a level of service that surpasses all other stores, consistently, while making sure we are able to manage our whole team’s workflow effectively. 

 

WHAT MAKES LOUNGE OUT ANY DIFFERENT? 

  • We offer our customers a FREE, FAST and RELIABLE home delivery service.
  • You won't pay for overstaffed, fancy showrooms and expensive advertising campaigns. We estimate this saves you 60% on your new sofa when compared to the traditional furniture stores.
  • You won't have to wait 8-12 weeks for your new sofa. If your sofa says it's in stock then we can deliver it to most locations in under 7 business days.
  • Your purchase helps to protect the planet, we plant 10 trees for every sofa sold.
  • You will receive superior customer service backed by outstanding verified customer reviews.
  • We are a rapidly growing Australian company that cares deeply about your experience, your new sofa and our impact on society and the environment. 

 

IS DELIVERY REALLY FREE?

YES, IT IS! Here at Lounge Out, we want your transaction to be as simple as possible, providing a FREE, FAST and reliable home delivery service (to selected areas only). Note, bulky items might incur additional delivery costs due to the size and weight of the item. Please check with our friendly staff before placing an order for larger items and if order has been placed we will email you if there any additional costs associated with delivery for payment prior to dispatch.  

After your order has been placed our friendly staff will call you and arrange a suitable delivery time. We pride ourselves on customer service and will try and deliver your new Lounge at a convenient time.

We offer FREE, FAST and hassle-free home delivery to Adelaide, Brisbane, Melbourne, Perth and Sydney areas. For anywhere else, please contact us first so that we can advise if we are able to deliver and if there is an additional charge.

Most deliveries are FREE and FAST within 1-7 business days, however if you live out of the way it could take longer. Some deliveries are made via couriers. When this happens, please assist the driver to remove the sofa from his truck or van.

 

HOW DO I TRACK MY ORDER? 

You can track your package by e-mail us at support@loungeoutaus.com.

 

WHERE ARE MY ITEMS LOCATED? 

We stock our inventory for local Australian & New Zealand suppliers and manufacturers. We also have international warehouse that hold our stock for dispatch and delivery to our Australian customers. We generally see these delivered within the similar shipping time frames as domestic however these can take between 8-14 days for arrival to your address. 

Any international shipments will be detailed in each listing for your reference.   

 

DELIVERY TO NON METRO ADDRESSES?

To see if we deliver to your area and what it will cost (most likely nothing at all!), please provide us with your post code so we can check to see if we are able to deliver to your suburb and if there is an additional cost associated with your delivery.

We ask you to please email support@loungeoutaus.com. If we an order is placed and we can't deliver all fees associated with your refunds will be deducted from purchase. 

We will always call you well in advance. Once at your address, our professional delivery driver's will place the lounge at your door, for insurance reasons the delivery drivers are not always able to enter your home and bring your sofa inside. Therefore, if you need it brought into your home it is best if you arrange this prior to the delivery day. The best option is to be there when your lounge is delivered.  

Note that our lounges generally come in two or three large boxes. The boxes are large and heavy. Our Kingston Lounges (one of our biggest) has a 55kg, 52kg and a 28kg box.

Please contact our friendly staff you have specific questions about your lounge being delivered and how to get it into your ideal room.

 

WILL MY PACKAGE BE SENT IN ONE DELIVERY? 

For logistical reasons, items will sometimes be sent in separate packages. Please keep this in mind when receiving deliveries. If you have any other questions, please contact us.

 

DO THE PRODUCTS COME WITH A WARRANTY?

Yes, Lounge Out offers you a 12-month warranty on all products purchases. 

 

ASSEMBLY

Assembly can vary from sofa to sofa. Please refer to the product page for information. If assembly is required instructions and tools are always provided. 

 

CAN WE ASSEMBLE OUR OWN LOUNGE?

Yes, this is hassle free and quite simple. Each lounge comes with assembly instructions and tools. It takes less than 1 hour to assemble your new sofa. Several of our lounges now have videos showing how quick and simple assembly is.

 

HOW YOU CAN PAY?

  • PayPal
  • Visa
  • Master Card
  • American Express
  • Afterpay
  • Laybuy
  • Zippay
  • Zipmoney
  • Humm
  • Payitlater
  • Latitude Pay 
  • Openpay 

 

CAN I CHOOSE MY CONFIGURATION?

In most cases, Yes you can only on certain sofas & lounges. Most of our corner lounges and sofas have been designed so you can configure them in both right hand and left hand facing configurations. This means if you move or want to rearrange the room your lounge or sofa can be quickly changed to your requirements.

Please note that this applies to most sofas and not all. For more information refer to the description on the sofa product page. Alternatively, you can always contact us with any queries you may have.

 

WHAT IF I WANT TO CANCEL MY ORDER?

Change your mind after placing an order? That's not a problem. Orders can be cancelled as long as they have not been prepared for delivery by our delivery partners. To cancel your order, simply contact our friendly staff and we will arrange the refund of your order. In some cases, a restocking fee and delivery fee may apply if you cancel your order after it has been picked up for delivery.

 

WHAT IF I WANT TO RETURN MY DELIVERED ITEM?

We guarantee your complete satisfaction and want to make sure you are happy with the purchasing experience. If you have changed your mind on an item, no problem - we make returns easy.

You can return your product within 14 days of delivery. To be eligible for return, sofas must have tags attached, be in their original, sealed factory wrapping, and be in sanitary condition, clean and free of damage, burns and stains of any kind. 

To get the item back to us you will have to carefully repack the item in the original packaging material, arrange and pay for the restocking fee and return shipping. The item must then arrive at our warehouse within 14 days of the initial delivery date.

We will then refund you the total sale price less restocking fee/freight costs via the same method you used for the initial payment.

We do our best to make your delivery successful. However, sometimes issues may arise that are beyond our control. If you need additional assistance, please reach out to our Customer Care team within 48 hours of delivery.

 

WHEN WILL YOU SHIP MY ORDER?

All orders are subject to a handling period before shipment, usually 1 - 3 business days.

Orders may be cancelled if they have not been processed and shipped. After they have been processed they may not be cancelled.

Please make sure to provide the correct shipping address. Lounge Out can not be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address. 

 

30 DAY MONEY BACK GUARANTEE

Any product with a 30 day money back guarantee entitles you to a free replacement or refund if your item breaks or you are unhappy with the quality of the product within 30 days of delivery.

 

RETURNS

Returns will be accepted within 30 days of delivery. To initiate your return please contact us by emailing support@loungeoutaus.com to receive your returns number. Any un-authorised returns may result in refunds being delayed.

If your item is received damaged we require you to first send us a picture showing the damage and upon inspection we will tell you whether it fits our criteria for replacement. Buyer pays shipping.

All items must be in an unused re-saleable condition and in their original packaging. We reserve the right to reject any return that does not fit this criteria.

If your item is in working condition but you have ordered in error or no longer require the item then we reserve the right to charge a 30% restocking fee.

Please include the returns number we provide so that the refund can be properly processed. If you don't include the returns number then we can't guarantee your refund can be processed.

Buyer is responsible for paying return shipping costs. We recommend using a trackable shipping service to ensure your return is delivered.

 

WHY DON'T I SEE THE SAME DEAL ON YOUR WEBSITE THAT I SEE ADVERTISED ON FACEBOOK?

Even after we stop our Facebook advertisements, those posts are still shared and liked by our fans. We can't stop this since it's the way Facebook works.

 

HOW DO YOU DETERMINE YOUR "COMPARED TO" PRICES?

We get these prices from our wholesalers or from competitor analysis.

 

DO YOU SELL WHOLESALE?

Yes. Email us for details (info@loungeoutaus.com).