FAQs

Shipping, Returns & Availabilities

What options are there to get my order shipped to me?

You can phone or email us to place your order and we can deliver direct to your home.

Is my furniture insured whilst its being shipped?

Yes your furniture is fully insured whilst in transit with our insurance cover. Your own household contents insurance needs to covers your furniture once it is delivered into your home.

How long will it take to ship my furniture?

Depending on your location, if your ordered furniture is in stock in our warehouse, shipping usually takes between 1-2 weeks. We have regular weekly delivery shuttles to regional NSW.

How can I track my order?

Retain your invoice number and quote this to us when you call our Customer Service Centre for delivery timing and queries.

What if I’m not home when the delivery company arrives?

It is best to try and be at home at the arranged time to receive your furniture delivery. If you are not home, your furniture is then taken back to your nearest store. Another delivery time will then be arranged and you may incur an extra delivery charge.

If I am ordering two items that have a different availability time frame will you send it all together or in separate orders?

We can deliver both items at once or we can deliver them separately as they become available. This can be arranged at the time of your order. Delivery charges may apply.

What is your returns policy if I’m not satisfied with my order?

Our aim is for our customers to feel 100% satisfied with their John Cootes Furniture experience. Please see here for our full returns policy: Returns Policy

Can I order online and pick up in one of your stores?

You can make your selection online and then place your order via phone or email. At the time of placing your order, you can arrange to collect your order from one of our stores or we can arrange delivery to your home.

Warrantees & Guarantees

Do you offer any satisfaction guarantees on your products?

John Cootes Furniture offers only the highest quality products at the lowest possible price giving you the Best Value anywhere. Bottom line…. We want you to be happy with your purchase. While we make every effort to insure your order is problem free, if you are in need of additional service, please call our Customer Service Centre. We aim to solve any problem that may arise efficiently and with minimum inconvenience to our customers. Our aim is for our customers to feel 100% satisfied with their John Cootes Furniture experience.

Does the furniture you sell come with a warranty period? What does it cover?

Yes we have up to 10 years warranty on most of our furniture items. The full terms and conditions of our various warranties are available in our stores.

Made To Order

Can I get a custom or made to order furniture piece created?

While John Cootes Furniture has an extensive range of furniture in stock, we have a made to order option on a range of lounges and sofas which allows you to select the exact fabric, finish, size, and style for your setting or suite and can order them to best fit your needs. We then follow this order from start to finish to ensure its prompt and accurate completion. For ordering your custom designed lounge suite, you can find out more here: Your Lounge Your Way
However, due to the specific and individual nature of these orders, a 20% cancellation fee* is applicable should you need to cancel your order.
*See Made to Order cancellation and refund policy in terms and conditions.

Protection Plans / Insurance

Do you offer a leather and fabric protection plan with your furniture?

We highly recommend you protect your leather and fabric investment with our protection products, the most comprehensive protection products in the business. Our protection products maintain the life and appearance of your item and protect against stains and damage, and, when accidents do happen, our products allow for easier and more complete clean-ups. In most cases they feature numbers to call for assistance, extended warranties and are available for purchase on all of our leather and fabric covered items.

Extended Orders / Layby

Do you offer extended orders on your furniture? What timeframes do you offer this for?

Building a new home? Planning an extension? Expecting guests or a new arrival? Taking advantage of John Cootes Furniture’s Extended Order offer is the most convenient way to secure the item you want now, so you may have it at a later date.
In order to offer this convenient service without any storage fees, we offer 2 Extended Order time frames – 3 and 6 months. At the point of purchase, you nominate your chosen time frame, nominate your repayment dates and John Cootes Furniture will place and allocate your order. Due to the large and bulky size of many of our pieces, we can’t stock all items at our warehouse – so we are unable to guarantee immediate availability of your stock if you want your furniture earlier or later than the agreed time frames. Terms and conditions do apply – see our Extended Order conditions.

Can I order furniture on layby? How does it work?

Yes, we do offer layby at John Cootes Furniture; you can put down a deposit and pay off the purchase over a period of time, arranged at the time of purchase. Once the purchase has been paid in full, then we can arrange delivery or you can collect your furniture. We also offer interest free finance to approved applicants so you can start enjoying your furniture immediately and pay for it over time – minimum purchase and lending criteria applies, see in store for full terms and conditions.

Payment Methods & Finance Options

What type of payment methods do you accept?

Typically, your order is confirmed on only a 10% deposit with the balance prior to delivery. John Cootes Furniture currently accepts VISA and MASTERCARD credit cards, Eftpos, Finance as well as cheques or money orders on initial deposits and repayments.
John Cootes Furniture will accept final payment of goods on delivery or, welcome you to pay in store prior to stock arrival if convenient. Payment on delivery will be accepted by cash, Credit card and bank cheques for all stores, and mobile Eftpos. Please note, personal cheques will only be accepted on repayments or initial deposits, we will not accept personal cheques on final balance, or on delivery. Please contact your store if you require further information.

Do you offer financing options on your furniture?

John Cootes Furniture offers a number of finance options available at any time to approved applicants. We also have special finance promotions offering added finance time frames and benefits throughout the year. Please speak to one of our stores who will be happy to take you through all the finance options and tailor a finance plan to suit your needs.

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