FAQ

WHAT IS THE PROCEDURE FOR WAREHOUSE PICK-UP?

When you elect to pick-up your order from the warehouse we will contact you via email or text message to arrange a time for pick-up.

 

IS MY CAR BIG ENOUGH?

You will need an SUV with the seats folded forward, a van, ute, trailer or other vehicle with capacity to carry large boxes. Please refer to our customer photos on our Facebook page or Instagram page to get a sense of the size of our unassembled furniture packages...don't forget to like and follow us while you're there!

 

WHAT ARE THE WAREHOUSE OPENING HOURS?

Currently the warehouse is not a walk-in facility. We will meet you there at an arranged time.

If you wish to see the goods prior to purchase, we generally arrange for this on weekends at:

3pm Saturday

If you have already paid for your goods and do not need additional viewing time, we generally arrange for this at the aforementioned weekend time, as well as weekdays between:

4pm - 4:30pm

Please note: All pick-up times must be arranged to ensure the warehouse is attended by our staff.

 

DO I NEED TO CONFIRM PICK-UP?

If you need us to meet you at the warehouse on weekends we require you to confirm via text message prior to arrival on the same day. If you need to cancel your weekend pick-up please let us know with as much notice as possible and we will re-arrange a time.

 

WHAT ARE THE DIRECTIONS TO THE WAREHOUSE?

The address for the warehouse is Building 1, 75 Araluen Street, Kedron, North Brisbane, QLD, 4031.

Once you enter Araluen Street, you will see the industrial area to your right. You will see 3 entrances also to your right - each with a black gate. We are located in the 3rd entrance towards the end of the street. Drive through the black gate and we are the first warehouse - inside the big roller door.

We will also text these directions to your mobile for your convenience.

 

WHAT IF I GET LOST?

You will have our contact number, so please feel free to call us for help.

 

WHERE CAN I PARK?

Park near our entrance inside the black gate. Keep to the left side - as this is a (sometimes busy) road.

IS THE FURNITURE ALL THE SAME COLOUR?

Yes. All of the items are exactly the same colour. They are manufactured in the same factory and made with the same materials. Some of our items may appear to be different colours in our product images due to being photographed in different environments with slightly different lighting.

 

DOES THE WALNUT FURNITURE HAVE A RED TONE?

No. The walnut furniture is a dark brown. This colour is often referred to as 'dark brown' or 'espresso'.

 

DOES THE COT HAVE A DROPSIDE?

Yes. The cot has a drop side mechanism, so you can lower the side when lifting your baby in and out of the cot.

 

DOES THE COT COME WITH A TODDLER RAIL?

Yes. A toddler rail is included in the cot box. A good place to store it is underneath or behind the cot until you need it.

 

WHEN WILL MY PRODUCTS BE SHIPPED?

We will pick your order on the weekend and ship it on the next Monday.

 

WHAT CARRIER DO YOU USE?

Our carrier of choice is TNT. Our shipping calculator provides quotes from TNT.

 

ARE MY GOODS PROTECTED BY WARRANTY WHEN SHIPPED?

Yes - when you ship with our chosen carrier (TNT) your goods are partly covered by warranty. This will protect you from any damage that occurs in shipping. It is highly unlikely that full cover will be needed. In the unlikely event that damage does occur, it is likely to occur to one flat pack - not all of them and this will be covered by your warranty.

 

HOW OFTEN DOES DAMAGE OCCUR IN SHIPPING?

In our experience with TNT, we have not had any orders damaged thus far.

 

CAN I ORGANISE MY OWN SHIPPING?

Yes. If you would like to organise your own shipping you can consult with us to organise it. Please do not organise your shipping without first notifying us. We have provided the dimensions of all flat packs on our product pages under the 'Specifications' tab.

 

WHERE CAN I OBTAIN OTHER SHIPPING QUOTES?

You can obtain other shipping quotes on the Interparcel website. To get a quote you will need the pick up postcode 4031 and the package dimensions - refer to the 'Specifications' tab on the product page. Please note, you will need to ensure the quotes are from carriers that ship oversize boxes if you are ordering a cot and mattress.

 

WHERE CAN I GET MY OTHER QUESTIONS ANSWERED?

Feel free to contact us via our webform, or email us for service@cloud9babybedrooms.com.au

CAN I DO A LAY-BY?

Yes, we offer lay-by as a payment option.  

 

IS THIS LAY-BY THE SAME AS ANY OTHER LAY-BY?

No. Our lay-by is treated as a pre-order payment method only that is offered to give customers the opportunity to pay off their order in installments, before new stock arrives (- as we sell out quickly). The most important difference to note in comparison to other lay-by schemes, is that we are unable to hold any furniture until it is paid in full. This is because we have fluctuating levels of stock. If you would like a guarantee that you will receive your furniture when new stock arrives, it must be paid in full before the new stock arrives to ensure you do not miss out (- as we sell out quickly). However, we will contact you one month prior to the arrival of new stock to remind you of this and also to inform you of subsequent stock arrival dates - so you can plan your payment options.    

 

HOW DO I ARRANGE IT?

If you would like to set up a lay-by, simply go to check out and select 'Bank Deposit' as the payment method, then adjust the amount to what you wish to pay. We will then contact you to inform you of when new stock is expected to arrive so that you can aim to finalise your payments in time for when you require your furniture. 

 

WHAT IS THE PROCEDURE FOR LAY-BY?

Once we have received your lay-by, we will also provide you with the banking details you need to make your lay-by payments via online banking. When you make your payments, use a payment reference to identify yourself (for example, your name and/or invoice number) and email us to notify us of every payment you make as our lay-by's are manually processed. Once your payment is received, we will email you an updated invoice showing your new balance. (Please disregard the due date on the invoice - which will always be today's date).

 

IS THERE AN ADMINISTRATION FEE FOR LAY-BY?

There are no administration fees to make a lay-by purchase - unless you cancel your lay-by.

 

IS THERE A CANCELLATION FEE FOR LAY-BY?

Yes.  A $25 cancellation fee will be recovered from your refund where one or more payment/s have been processed, but a sale has not been made. There is no cancellation fee if you have not made any payments. This administration fee covers the manual processing of any payment/s you have made, as well as your refund. 

 

HOW LONG DO I HAVE TO PAY OFF MY PURCHASE?

There is a maximum 6 month lay-by period. However, lay-by's are generally paid in a 2 to 5 month timeframe. In setting up a lay-by you will need to factor in not only your due date, but also the arrival of our new stock and our stock levels. You should aim to pay off your lay-by in time for the arrival of new stock to ensure you do not miss out on receiving stock by the time you need it. That is, you may be required to pay-off your lay-by one or two months before you actually need it, to guarantee that we will have stock available in that 2 to 3 month period. We will inform you of the relevant details in our initial contact email.

 

DO I NEED TO MAKE A DEPOSIT?

Your order may be cancelled if you do not make a deposit within 1 month.

 

CAN MY ORDER BE CANCELLED?

We reserve the right to cancel your order and refund your payments where you have not paid in full before the arrival of our stock and we have limited availability of stock. 

 

WHAT IS THE MINIMUM PAYMENT?

You are not required to make minimum payments. You can decide how much you pay and when you pay. It is only when no payments are made (e.g. balance = $0.00) for more than 1 month that your order may be cancelled. However, please note, if we are low on stock and your lay-by demonstrates a poor payment history and you have not paid in full despite our reminder emails, we are obliged to give preference to lay-by customers who have demonstrated a good payment history, or who wish to pay in full. 

 

SHOULD I INCLUDE THE COST OF SHIPPING IN MY LAY-BY AMOUNT?

This is optional. However, bear in mind you will have to pay for shipping (if required) in order to receive your goods. You can find out how much your shipping will cost by entering your postcode into the shipping calculator on the product page. You can pay this as part of your lay-by, or you can pay it when you're ready to receive your goods.

 

WHAT IF I HAVE OTHER QUESTIONS UNANSWERED HERE?

Please contact us via our web form or email us directly for service@cloud9babybedrooms.com.au