Shipping policy

At Sofa & Soul, we know that welcoming a new piece into your home is exciting, and we want the delivery experience to feel just as smooth and reassuring as choosing it in the first place.

Every order is handled with care from dispatch through to arrival, we genuinely want your furniture to arrive safely and in perfect condition.

While issues are rare, if something unexpected does happen, you won’t be left to sort it out alone - we’ll be here to support you, and help make things right as quickly as possible.

1. Delivery Service Tiers - All purchasers via the SOFA & SOUL website include a dispatch service. With a range of dedicated shipping services, based on the item type and size, we make sure your furniture arrives in perfect condition.

• Standard Furniture Delivery: A professional door-to-door service performed by a single driver.

• Ground floor: Includes delivery to the entry point, ground floor, or lift with easy access.

• Does not include navigating stairs/elevators, assembly, or rubbish removal.

• For goods exceeding 40kg, the customer may be required to assist the driver.

• Standard Multi-Floor

• The same services as standard delivery, includes delivery up flight of stairs without a lift.

• Premium "White-Glove" Delivery: Our preferred method for locally made sofas and dining furniture.

• Utilises a two-person team to handle all heavy lifting.

• Includes carrying items inside to the room of choice, including the first level (provided there is easy access) or via elevators.

• Includes professional placement, full assembly, and complete removal of all packaging materials.

• Regional Note: In remote or regional areas, Premium services (unpacking/assembly) may be unavailable and will be confirmed prior to dispatch.

• Premium Multi Floor

• The same services as Premium delivery, includes delivery up flight of stairs without a lift.

• Courier Delivery: Is a nationwide “To-the-door” delivery used for homewares, rugs and non-bulky items nationwide. 

2. Nature of Service & Liability

• Distinct Service: All purchases include a separate dispatch service that is distinct from the supply of goods.

• Service Completion: Once an order is dispatched to the carrier, the service is deemed provided, and delivery fees are non-refundable.

• Liability: SOFA & SOUL is not responsible for delivery times or any loss or damage caused by transit delays.

• Third-Party Information: Tracking information is provided by third-party carriers, with key partners offering additional delivery tracking platforms; SOFA & SOUL does not guarantee the accuracy of this external data.

• Dispatch: Once Goods have been dispatched, it is the customer’s responsibility to liaise with SOFA & SOUL’s nominated delivery company in relation to date of delivery and to make themselves available to take delivery during business hours or otherwise in accordance with the carrier’s instructions. 

• The parties acknowledge that delays in shipping do occasionally occur, and SOFA & SOUL is not liable for any loss and damage caused by the delivery delays, nor to refund any amounts paid for the order or delivery of the order.

• Address Restrictions: We do not dispatch goods to PO Box addresses.

3. Shipping Fees & Custom Quotes

• Fee Calculation: Fees are calculated at checkout based on postcode, size, weight and access requirements. 

• Consolidated Shipping: If bulky items (rugs, art, mirrors) are on the same order as furniture, they will ship together for a single delivery rate. If you require the items sooner or as a split order, please contact the SOFA & SOUL team who can assist with split order shipping. 

• Custom Shipping Quotes: Certain large or remote may require an individual delivery quote provided within 48 hours. Shipping proceeds only after quote approval. If you decline the quote, your order is refundable in accordance with our terms. 

• Free Shipping: Free shipping is available on selected products and promotions. SOFA & SOUL promotional free shipping offers are subject to terms and conditions as specified.  

• International: For overseas orders, all government taxes and destination charges are the responsibility of the purchaser.

• Fuel Surcharges: Our delivery prices are based on current freight and fuel costs. In the event of significant, industry-wide increases in fuel or freight charges in the future, our carriers may apply a temporary fuel surcharge.

4. Dispatch & Lead Times

• In-Stock Items: Usually dispatched within 3–7 business days from confirmation.

• Transit Times: Homewares typically arrive within 3–7 business days for Victoria and metro areas.

• Interstate/Regional: Please allow an additional 1–2 weeks for regional carrier schedules.

• Delay Notifications: Dispatch dates are estimates and subject to change. If a delay exceeds one week, you will be notified via email.

• Made-to-Order: Lead times are shown on individual product pages. Once the items are ready you will be notified.

5. Terms of Payment, Risk & Pickups

• Payment: A 50% deposit is required for production, with the final balance paid in full prior to dispatch and delivery. 

• Risk & Title: Responsibility for the goods passes to the customer upon signing for delivery. Any claims for transit damage or missing components must be inspected and reported within 24–48 hours of receipt, any claims reported after this window may be declined as we are unable to verify the cause of damage once the goods have been in the customer’s possession for an extended period.

• ATL: By selecting or requesting Authority to Leave, you confirm that the courier is authorized to leave your order in a safe place at the delivery address without a signature. Please note that upon delivery by the carrier, all risk and responsibility for the goods passes to the purchaser. SOFA & SOUL cannot be held liable for any loss, theft, or weather-related damage once the delivery is completed as instructed.

• Delivery Hours: Carriers typically deliver between 9:00 am and 5:00 pm, Monday to Friday.

• Showroom Pickups: Due to OH&S regulations, showroom staff are not permitted to load customer vehicles.

6. Customer Responsibilities & Site Access

• Access Ownership: It is your responsibility to ensure safe access and that furniture fits through all doorways, stairs, and lifts.

• Difficult Access: You must provide written details of any access difficulties (e.g., stairs, delivery docks) prior to ordering.

• Additional Charges: Stair carries, hoist services, or balcony deliveries are outside standard terms and will likely incur additional fees.

• Access Checks: We offer a pre-purchase inspection for a fee if you are unsure if an item will fit.

• Redelivery: Fees apply if a delivery cannot be completed due to access issues or if no one is home on the arranged day.

• Delivery access is the responsibility of the customer. It is upon the onus of the client to check that the items that they have ordered not only fit into the space or area which they want it positioned, but also how it will be transported or carried into the room or space required. It is the customers responsibility and requirement to check measurements of their ordered pieces against the intended space and access to the are required. Due to OH&S, showroom staff are not permitted to load Customers vehicles. Pickup and delivery is the responsibility of the Customer. If a Customer is unsure whether an item will fit within their required space or within our standard or premium delivery guide lines an access check may be required on request. This will incur an additional service fee. SOFA & SOUL does not take responsibility if items do not fit. If third party carriers encounter any difficulties with deliveries or deem the delivery outside reasonable service, a further fee may be charged to Customer by the carrier.

To ensure a successful delivery and (where requested) installation use our step-by-step measuring guide to check the furniture you choose will fit into your house or apartment.