Looking for an answer to a specific question?
Find an answer quickly within our most frequently asked questions.
If you can’t locate the answer here, don’t hesitate to submit an enquiry on our Contact Form, via email to [email protected] with our support team.
“Star Livings Australia” Instagram account followed me and is asking me to click on a link and provide information, what should I do?
The official @starlivings.au Instagram account will not follow you, send a direct message to you or ask for you to click on links or provide personal information. Please report all scam accounts to Instagram directly and block them immediately.
Is there any way I can cancel my order – Help and FAQs?
Please choose carefully as we do not offer refunds for change of mind purchases. You may be able to return unopened items within 7 days of receipt to our warehouse in NSW to receive a credit in your account. Please reach out to our sales team for these enquiries at [email protected]
I entered my address or phone number incorrectly for my order, how do I fix it?
Should you require any changes to be made to contact or delivery information for your online order you will be required to provide photo ID with your request via email to our [email protected]
Why would Star Livings require to view my photo ID front and back? Is it a scam?
On occasion, you may be asked to verify your identity by providing a copy of your ID so that we can ensure we safeguard both Star Livings Australia and our customers from potential fraud. Usually, these requests would be in relation to updating your order.
A copy of your ID will also be required to verify an address change on your customer master file that was previously entered into our system. This can include returning customers that have moved, and orders being delivered to an alternative address such as an office or workspace.
What happens if I am not home and miss my delivery?
If your delivery cannot be completed as scheduled, you may be required to pay for a re-delivery. It is very important to ensure you are tracking your order and home for your delivery to ensure this does not occur.
Where can I find the information about my Warranty?
The information regarding your warranty will come with your furniture. Should this not be found when you are setting up your new furniture, general warranty information, pls reach out to us at [email protected].
How can I discuss or make changes to my store order?
Please reach out directly to the at [email protected] to ask about the ETA or adjust your order details.
Why is my order delayed?
Please understand that overseas container or shipping delays can occur, and unfortunately we do not have control over this. If your order is delayed, you will receive a notification outlining the reason for the delay.
If I select “collection” from a warehouse, does that mean it’s click and collect?
No, we do not offer click and collect.
How do I get an ETA for my order?
Orders are verified and processed in our system within 1-2 business days and a detailed order confirmation should be received via email, which outlines the estimated arrival dates for your order to reach your elected pick-up location or warehouse/store you have elected delivery to take place from.
Can I give an authority to leave, or nominate someone to collect an order for me?
Unfortunately, we do not grant authority to leave goods at the premises via Standard, Premium or Courier delivery for safety purposes.
Yes, you can nominate someone to collect your order. For third-party collection or delivery, we require a copy of the photo ID from both the owner of the order and the person nominated to collect or receive. This is to ensure both parties are protected against fraudulent activity.
What happens if you don’t deliver to my area?
Customers are welcome to arrange their own means of freight or collect from our warehouse. email to our customer care team to discuss your delivery options.
What courier do you use?
We use a wide range of courier services depending on the delivery location, weight and size of the goods. Tracking is issued to the customer once their goods are dispatched via courier.
Missing, damaged or broken items?
Reports of damages or faults upon delivery must be received in writing to [email protected] strictly within 24 hours of arrival. In your email, please include the following:
- Take several clear images of the area of concern
- Include a brief outline of the product issue
- Provide your order number and current contact information
One of our dedicated team members will be assigned to your case and resolve this for you as soon as possible.
Can I return a product if I don’t like it?
Please choose carefully, as we don’t offer refunds for change of mind. You can return unopened items in their original packaging within 7 days of receipt.
Do you price match competitors?
At Star Livings Australia Furniture we do our best to provide the best prices possible. We do not price match similar designs from other retailers as there are likely differences in the product manufacturing and quality. You can however contact us to see what offers they might be able to apply to your selected products.
I missed the sale, can I still get a discount?
Unfortunately, we are unable to backdate or price match a previous promotion. However, you can always reach out to us and see what new promotions you may be eligible to receive for the products you are looking to purchase.
I’m having issue logging into my account, how can I get help?
MY ACCOUNT
If you have attempted to reset the password on your account and are still unable to get in, please reach out to us for assistance to reset your account.
How can I check on my order status?
Please log in to your account online to check if there are any updates available. Please make sure you use the email address you provided at the point of sale. If the information you are after isn’t available in your account, please submit an enquiry via our contact form or send us email at sales@star livings.com.au
How can I get more information on the construction or materials a product is made of?
Most of our products have detailed information on the construction and materials used in manufacturing on the specific product page. Please make sure you download the product information guide for additional information.
How can I open a claim with Customer Care under the warranty on my purchase?
To claim under warranty or cosumer guarantee, please contact our customer care team at [email protected] with a copy of your receipt and images/video clearly showcasing the reported issue, immediately upon its occurrence.
How do I know if a product is included in the current sale?
Please check the terms of the current sale to see what products are included in the promotion.
How much is delivery?
A quote for delivery of a single product can be found on the product page. Please ensure you select the quantity of the product you wish to purchase in addition to your address.
If you would like to see a quote for multiple items, please add all products to your cart and obtain a quote at the checkout.
When does the current sale end?
You can find the terms & conditions including sale end dates for all of our offers on website.