The following is our Return Policy, which is applicable to all your purchases in-store and online.
Change of Mind
Please choose carefully as Glamour Living will not provide a refund if you simply changed your mind, made a wrong selection, or found a cheaper price elsewhere. We recommend that you carefully examine the products’ information and images before adding them to your shopping cart, and review the order closely before proceeding with payment. If you require additional information regarding the goods, please contact us before placing the order.
This policy, however, does not affect your legal rights, including your rights to claim any refund, replacement or repair where goods are faulty or misrepresented, under the Australian Consumer Law.
Faulty or Damaged Returns
At Glamour Living, we always make sure our products are in good order and condition prior to dispatch. In the unlikely event that your item arrives damaged or faulty*, or is completely different from the product ordered, you should contact us immediately to organise a replacement, a store credit or a refund.
Customers are required to inspect the product upon delivery, and notify us of any concerns by email within 24 hours along with a description and photo identifying the problem. Items that are approved to be returned must be sent to our warehouse in Castle Hill, NSW, in the condition received by you with all the original packaging and accessories. Please note that customer has the responsibility to safely return the products back to our warehouse. For large and oversized items, our team will assist with organising the return.
Once we receive the returns, we will assess the issue to determine whether it qualifies for a refund/replacement. Please note that Glamour Living will not provide a refund nor replacement for any damages resulted from mishandling, misuse, neglect or abuse, failure to follow the manufacturer’s instructions, failure to take reasonable care, commercial use (any usage other than personal), or normal wear and tear.
*Please note that items are only regarded as damaged or faulty if there is any significant defect that may impair the use of the furniture or product for which it was intended. Due to the nature of our handcrafted furniture, there will be slight variations in the overall finishing. These variations in colour, grain, texture, natural markings and dimensions are a reflection of the natural beauty of the materials used as well as the craftsmanship, and are not considered defects. To better understand what is considered unique characteristics of the natural materials used, please refer to the Colours and Finishes section.
Customers are advised not to return items before contacting the store, as you may be responsible for any related freight or handling charges.
Colours and Finishes
Most of our furniture pieces are hand crafted using natural materials such as mahogany and marble, and these materials often feature finishes and slight imperfections which highlight their distinctive and natural characteristics. The following are details of such characteristics, and are not considered manufacturer’s faults nor serious flaws.
Natural wood such as timber and mahogany will normally have wood grains, knots and/or “eye” marks that are visible on the surface. It will also crack over time if there is a sudden change in temperature. The appearance of natural, stained / dyed timber may also vary, especially if ordered at separate times. These features are indicative of the natural beauty of timber, and are not considered a defect.
All our timber pieces are stained or painted by hand, hence they will sometimes have unavoidable marks or slight imperfections. The level of distressed finish may also vary between orders. Gilded finishes (in silver, gold or champagne) are also done by hand, and will occasionally have minor scratches and wrinkles. These minor imperfections add to the uniqueness of your pieces, and are not considered a fault. However, should you wish to do so, you may retouch the imperfection using paint and paint markers. Please also be aware that actual colours may vary, due to the fact that every computer or device screen displays images differently. Although we try our best to edit our photos to ensure they reflect the products’ true colours, we cannot guarantee that the colour you see on your screen is the same in person.
All our timber pieces are hand-crafted and showcase the incredible craftsmanship of our carpenters. As each piece is custom made by hand, there will inevitably be slight variations in dimensions, detailing, level of distress, etc. These differences signify the time and effort that was dedicated to each piece of furniture, and are not considered defects in anyway.
Once your return has been assessed by our team, and deemed to be defective, we will contact you via telephone or email to confirm. Please allow 3-5 business days for returns refunds to be processed, using the original payment method. It may take up to 10 business days for your refund to appear in your account.
The following exclusions are strictly non-refundable, and cannot be exchanged or returned under any circumstances:
- Custom sized mirrors and other special orders
- Custom-made and/or personalised orders
- Items that are on SALE, or marked as “CLEARANCE’, ‘FLOOR STOCKS’, or ‘DISCONTINUED’
- Items that are discounted and sold in ‘AS IS’ conditions
- Items collected from our showroom/warehouse upon inspection
- Gift cards
- Pillows, cushions, mattresses and bed linens, for hygiene reasons
- Trade and commercial orders
- Items purchased for commercial and/or non-domestic, personal use
Our returns policy is not intended to override or limit your statutory rights under the Australian Consumer Law.