Where can I find details on product delivery information?
Information on Furniture Delivery, differences between Premium and Standard Delivery and delivery times can be found on our delivery page.
Can I return online purchases at your stores?
No unfortunately all items must be returned to our despatch located at 12 Upward Street Leichhardt Sydney NSW. All items must be accompanied with our “Returns Form” no items will be accepted unless accompanied by the “Returns Form”. See our Returns and Cancellations page for more information.
Can I return store purchases online?
Unfortunately, we cannot process returns for store purchases online. Further information regarding Returns and Cancellations is located here
How long does my refund take?
Refunds generally appear on you credit card statement in one to two billing periods. If you pay be credit card your refunds will take the form of a credit back to the same card used to make the original purchase. Further information regarding Returns and Cancellations is located here
Where can I find details on returns and cancellations?
Information on returns and cancellations is located here
How do I cancel my order completely?
If you have “Finalised your order” and decide you do not want to complete the order, you can leave the ordering process at anytime before you ‘submit order’ by using your browser’s back button, the ‘back’ link, or clicking on the logo at the top of the page to return to the homepage.
Once you have submitted your order, it can only be cancelled by contacting us via phone or email.
Please note that we cannot cancel an order online if it’s already in the delivery process. To enquire about cancelling or changing an order that’s already been placed or paid, please call (02) 96988860 if you are a Retail or Trade Customer or (02) 9564 1555 for Wholesale.
Orders, Delivery & Returns
How do I order offline?
To place an order offline for our product, please calll (02) 96988860 if you are a Retail or Trade Customer or (02) 9564 1555 for Wholesale.
Please understand we do require written confirmation for an order, either by a simple email or facsimile (02) 9698 8861 for Retail/Trade Customers or (02) 9564 1755 for Wholesale.
How will l know that you've received my order?
Once you have submitted your order a confirmation email will be sent advising we have received your order.
You may choose to print this for your records.
We will contact you to advise the status of your your order either via email or phone within 48 hours.
How do I know if my items are available immediately?
Once you submit your order an email will confirm we have received your order. A customer service representative will send an ORDER INVOICE within 48hrs advising inventory status, including an expected shipping date and delivery time frame and associated costs for delivery (based on your “Delivery Order Form“). If the item is currently out of stock, you will be advised of the next available stock and given the option to backorder the item. Occasionally, we find that an in-stock item is damaged or defective when we fill an order – and that getting a replacement for you results in your item becoming temporarily unavailable. If this should occur, we’ll strive to fulfill your order promptly; we’ll also notify you immediately.
How do I ship to an address other than my billing address?
Delivery to other addresses that are different from your billing address is easy. Simply sign in and on the main ‘My Account’ page under ‘Delivery address’ click ‘edit’ and add your new delivery address. You can also enter a delivery address directly on the ‘finalise order’ page
Will I Receive All The Items In My Order At The Same Time?
For your convenience, items are held for a single delivery, delivered when all furniture items on the order are available – we can deliver goods in stock at the time of purchase however a second delivery charge will be applicable when the backordered stock arrived.
Do you ship your product anywhere?
We ship La Maison products from Sydney to those states and areas that are not distributed through our stockist in that area (click here to Find a Store).
For JLB products we can ship anywhere in Australia and New Zealand.
Credit & Payments
Can I redeem store merchandise credit online?
When is my credit card charged?
Items are charged when you receive an email requesting you accept the “SALES ORDER” and you provide your preferred payment method via email or phone. If an item is temporarily unavailable and you wish to back-order the item, we require a 30% deposit and the balance will be charged when it is delivered.
Which credit cards do you accept?
Is my credit card information secure?
Do I need to create an account to shop online?
Yes, to make a purchase on the site you are required to register an account. This is required to facilitate the order process and to take advantage of other personalisation features, such as accessing your order history and tracking your order. Additionally, when we have special offers, our registered users will be among the first to know. Registering with us is simple. All we need is your email address and a password. You can register here
Are all of your products available online?
Our current furniture collection is represented online. Certain smaller or seasonal items may be available instore or through our stockist. If you have any questions, please call (02) 96988860.
Are the prices the same on your website as in your stores?
What types of web browsers does your website support?
We support Internet Explorer 7, 8 and 9, the PC and Mac versions of Firefox 4, 5 and 6, Safari 4 and 5, and the current release of Google Chrome. To view all the features on our site, you must accept cookies and enable While we do have limited support for older browsers, we strongly encourage you to upgrade your web browser to the latest supported version.
If I saw an item in your surry hills store but can't find it online, how can I purchase it?
I have seen an item on-line and would like to view the product before purchasing, where do I go?
You can contact one of our Retail Stockists or our Flagship Retail Store in Surry Hills, Sydney to check if they have the product on the showroom floor. Simply call (02) 9698 8860.
I saw a product in one of your selected retail partner stores, but I cannot see it on the website, how can i purchase it?
Our range is large and seasonal not all stores carry the same product range, if you see a product in-store at one of our retail partner stores it is best to deal direct. If you see a particular product on-line you can order it through the retail partner store.
I saw a product on-line but now I cannot see it, can I buy it even though it is not on the website?
The range changes constantly and is updated with new products, once the product has sold out it may be removed from the website – some pieces are unique and we have only 1 – if you require further confirmation regarding a product that no longer appears on our website please call (02) 96988860.
What if I have questions about your products?
Please contact us online, or call the stockist nearest you.
Can I redeem a gift certificate online?
How do I change my mailing or email address?
You can change your mailing and email address by signing in to your account area and clicking the appropriate links.
Will you share my email address with others?
How do I remove my name from your mailing list?
At the bottom of each email is a link that says ‘unsubscribe from this list’. Click on the link and follow the simple instructions provided.
Alternatively you can sign in to your account and update your subscription preferences.
How can I get a hold of a real person or get a question answered?
To receive a personal response, contact us here. If you have a question that we did not address, please call (02) 96988860 for Retail Customers or (02) 95641555 for Trade Customers.
I am a retailer, how can I become a stockist of your product?
Preferred “Retail Partners” are reviewed on a case-by-case basis. Please contact us here if you are interested. Be aware that the high volume of requests received may delay our response to your inquiry.
I am an interior designer/decorator, how can I purchase your products?
We have a “Design Partner” Program for Qualified Independent Interior Designers and Interior Decorators. Please contact us here if you are interested. Be aware that the high volume of requests received may delay our response to your inquiry.
Any other questions we have not answered?
For questions we haven’t answered, or information we haven’t provided, please contact us. We welcome your comments and suggestions.