GENERAL CHANGES TO OUR USUAL DELIVERY SERVICE

Due to COVID-19, some of our stores are conducting a contactless delivery service and due to this there may be some changes to our regular delivery service. Delivery is still available, and your store of purchase will advise you as to the best and safest solution to ensure the well-being of our staff and customers.

Please also check for any changes that may be applicable to our delivery service within LGAs where COVID restrictions are mandated here.

Standard Deliveries

Deliveries are usually booked in advance for both in-store and online purchases. At the time of booking your delivery, our teams will discuss with you measures to assist with the safety and well-being of you and the delivery team. Below are some changes you may experience for your delivery:

• Contactless Delivery
  A contactless delivery means that our team will drop the goods at a safe location at your home or business. We will leave the goods is a safe and dry place as requested by you. We will ring you at the time of delivery and advise that the goods have been delivered or keep a safe distance if you answer the door, but we will not enter the premises.
• Drivers in Personal Protection Equipment (PPE)
  You may find that some of our drivers are wearing single use gloves and masks to conduct your delivery.
• Personal Hygiene Measures
  Our delivery team will be following the recommended hygiene measures and washing hands regularly.
• Mattress Removal & Relocation of Used Goods
  Mattress removal, returning goods and the relocation of your goods in your home may not be available as a service to you at this time.
• Delivery Bookings
  At this time, you will be asked some questions when booking your delivery to ensure the safety and well-being of our teams. Those questions may include the following,
  
  a) Have you or anyone in your household returned from overseas in the last 14-21 days?
  b) Have you or someone in your household been in contact with a person confirmed to have COVID-19?
  c) Do you or anyone in your household currently have a fever or any flu like symptoms?

How much does delivery cost?

This is calculated at the checkout page of each product. 

Do you deliver to my area?

We endeavour to deliver to every address in Australia, however some addresses that are remote or difficult to access (some islands for instance) need to be quoted on a Price on Application basis.

How long will it take for my order to arrive?

The majority of our products are made to order, so delivery times vary from product to product. For example most mattresses take between 7-14 days, while some custom-made furniture can take up to 8 weeks. Estimated lead-times are displayed on product pages.

Can I have my order delivered to a PO box?

Unfortunately, we do not deliver to PO boxes.

How will my items be delivered?

Your order will be delivered by two people to the room of your choice, and mattress packaging will be taken away. Additionally, if you’ve purchased an ensemble base we will also affix the castors/legs to the ensemble base. For all other products requiring assembly you can elect to pay for the Firenze Assembly Service.

Updated 16 September 2021

Please see the general changes to our delivery service due to COVID-19 at the top of this page.

Further, as some of our stores and delivery teams are conducting contactless delivery as a preferred option, our regular assembly service and removal of packaging may not be available. Please check with your local store regarding any changes to the assembly service.

Could there be changes to delivery areas, costs and times?

From time-to-time circumstances outside our control will lead to delays in delivery times. Wherever possible we will indicate potential delays on an affected products details page.

Do the number of products in my order change the price of delivery?

No, the number of products in your order do not change the price of delivery.

How do you determine if my order is posted or truck delivered?

The type of products within your order determine the method of order delivery. If all the items in your order consist of non-bulky items such as most pillows, sheets and quilts will be sent by post. Larger, bulky items such as Beds, Bedroom Furniture and Mattresses need to be delivered by truck.

What is a balcony lift?

A balcony lift means using a crane or similar apparatus to lift your order into your property via your balcony. We need to do this in cases where there is limited access to your property caused by things such as tight stairwells, tight corners, or small access ways. There is generally an extra charge for balcony lifts due to their added complexity. If you indicate you require a balcony lift we will contact you directly to organise this.

Updated 16 April 2020

Due to COVID-19, some of our stores and delivery teams are conducting contactless delivery as a preferred option. Please check with your local store if a balcony lift is currently available.

Why do you ask questions about my property when I choose the Firenze Delivery Service?

In order to provide the best possible delivery service our delivery team need to be aware of the few pieces of information we ask of you. There are also certain situations, such as if you need a balcony lift, where we need to contact you directly before you can submit your order to organise a special delivery service and ensure that your allocated store can provide that service.

How do I get an update on my delivery time?

Please contact the store listed in your order acknowledgement email for updates to delivery times.

My order contains items that have different lead times, will you split deliveries?

In order to minimise delivery costs we only deliver complete orders. If you wish to receive parts of your order separately you will need to place separate orders for each product, however you will also need to pay the associated delivery costs per order.

Is mattress removal available?

Mattress removal is not part of the standard Firenze Delivery service at this time, however many of our stores are able to arrange for your old mattress to be removed. Please check with your local Firenze store for availability. If your local Firenze store doesn't provide this service, customers can arrange for their old mattress to be collected and recycled through social enterprise Soft Landing. For more information or to book a collection online follow the link here.

What do I need to know prior to my order being delivered?

Prior to delivery you should ensure that there is unobstructed access to your property and to the room that you want your order delivered to. Any fragile objects should be moved out of the way and if you are having your order assembled please make sure there is enough space for our team to work in.

Is international delivery available?

At this time Firenze can only deliver products to Australian postal addresses.