#AtHomewithCastlery
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Frequently Asked Questions
Have more questions? Browse our Help Center for detailed answers, or get instant answers from our .Yes, we highly recommend measuring both your space and access pathways before placing an order—especially for larger furniture items. This includes the spot where you plan to place the item, as well as any doorways, corridors, stairwells, and elevators the item will need to pass through during delivery. Doing so helps ensure a smooth and successful delivery.
You can find the product dimensions listed clearly on each product page under “Dimensions”. Be sure to compare these with your measurements to confirm fit.
If you're unsure, we're happy to assist with dimension checks or delivery considerations!
We are happy to cancel and issue a full refund when an the item is not a Clearance item and when it has not left the warehouse. To cancel your order in this instance, just reach out to our team here and one of our agents will take it from there!
If the item is a Clearance item, we are not able to cancel and this is stated at point of purchase.
If the item has already left the warehouse, restocking fees apply to cover the cost of the courier to return it to the warehouse.
We'll let you know as soon as your items reach our warehouse and are ready for dispatch! If you had opted to group all items into one shipment during checkout, we will update you once the last item arrives.
Your order will then be processed and allocated to one of our carriers, who will contact you with a proposed delivery timeslot. However, if your order is shipped via Australian Post/Startrack, you won't be contacted and may instead track your parcel online to ensure availability during delivery.
We work closely with trusted delivery partners to make sure your delivery is professionally handled. Your items will be safely packed and in good hands!
We offer 3 types of delivery service options: Basic, Room of Choice or White Glove. By default, we provide a Basic Shipping. For selected postcodes, you can opt for Room of Choice or White Glove service for an additional service fee.
Please note that unpacking, assembly, and rubbish removal are not included in our standard shipping fees. We also do not offer expedited shipping services.
For more details, refer here. Don't hesitate to contact us if you have further questions.
If no one is present to receive the items during the appointed time slot, our delivery partner may reschedule the delivery with a re-delivery fee charged.
You may reschedule your delivery at no additional cost as long as it is done at least 3 business days before the slot (not including the day you inform us).
Alternatively, you can authorise the driver to leave the items at a secure location or nominate an alternative delivery address, such as a neighbour's, friend's or a work address.
Let us know here if you need any help on the above!
