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Help Centre

FAQs

01.
Section 1

General FAQ

How do I place an order?

Making a purchase is really easy. Find your desired product, click the "Enquire Now" button and fill in the form then click "Submit".

A member of our team will contact you to iron out all of the details before placing your order. Once we receive your purchase order your sale will be processed and delivered.

Invoices are due at the time of delivery.
A 40% deposit is required on all custom orders.

How long does it take to process and supply an order?

Orders are usually processed within two business days of your order being submitted. From the time the order is processed we estimate a rough delivery time of 6-8 weeks. This can vary depending on the size of your order and the availability of stock.

Quick ship options are available on selected ranges.

How do I pay for my order?

Payment must be made within 7 days from the invoice date unless alternative terms have been arranged. We offer a range of payment options including EFT and credit card payments.

How Can I Obtain A Tax Invoice For My Purchase?

Tax Invoices are provided at the time of delivery. Replacement invoices can be obtained through our accounts department via email at accounts@vef.com.au

Do you have a showroom?

We sure do. Our concept showroom and design center is located at 69-75 Glenvale Crescent, Mulgrave. VIC 3170. You can book your showroom visit here.

CAN I VIEW AND TRY PRODUCTS IN YOUR SHOWROOM?

Yes! We love customers coming in to view our range of products. You can book your showroom visit here.

Where can I see your terms and conditions?

Our full set of terms and conditions can be found here.

02.
Section 2

DELIVERY + INSTALLATION

How does full service assembly and installation work?

If you have organised full service assembly and installation with your Account Representative, your products will be delivered to site and placed in their nominated positions. Larger items will be installed on site depending on their location and the entry to the space.

We can also work with your builder or architect to help merge our products, such as lockers, into nominated sections of joinery. This process should be started before the final stages of building to ensure a seamless integration.

I’ve placed my order! How should I prepare to receive my delivery?

A member of our team will call you a few days prior to your delivery. At this point we suggest that you ensure the desired delivery space is clear and tidy to ensure a smooth delivery.

Can I nominate a delivery date and time?

We will always work with you to meet any specialized requirements you may have. If you require a specific date for delivery, please specify this with your Account Representative at the time of sale and our logistics team will contact you to organise your delivery.

How do I find out when my order will be shipped?

A member of the VE Furniture team will contact you a few days prior to your delivery to confirm your delivery date and approximate time. You will also receive email notifications on the status of your order as it goes into production right up to the time it has been delivered.

CAN I COLLECT MY ORDER FROM YOUR WAREHOUSE?

Yes. We are happy for you to use your own courier or collect the products yourself from our warehouse. Please note it is advisable to be aware of the size and weight of your delivery as many of our products are not suitable for transport in domestic vehicles or trailers.

Please enquire with your Account Representative before purchasing.

When will my order arrive?

On the day of your delivery our shipping partners will call your nominated contact when they are en route to your location. At this time they will advise you on their expected time of arrival. It is important that someone be available at the delivery location in order to sign for and accept delivery of your furniture.

Can I hold an order from being shipped?

We understand that sometimes there can be unforeseen issues leading up to your nominated delivery time. Speak with your Account Representative to arrange alternative options for delivery at a time that suits you. Depending on the amount of time needed for us to store your products a daily charge may be incurred.

Will my order arrive fully assembled?

The vast majority of our products come fully assembled and ready to use. However a small range of our products can be shipped flat packed for you to assemble yourself. Flat packed products require only minimal assembly using basic tools.

How long does installation typically take?

Installation can vary depending on the size of your purchase. A standard classroom delivery takes approximately one to two hours, whereas a new school build might require multiple deliveries over the course of a week.

Will you remove any packaging materials after installation?

Depending on the size of your order we are happy to remove any waste and packaging materials from the site. Please arrange for this service with your Account Representative at the time of purchase.

Do you ship to anywhere in Australia?

Yes we do. However, depending on your location you may be better served by one of our business partners. Please speak with your Account Representative to determine the right solution for you.

What are your shipping rates?

Our shipping rates are variable depending on the quantity and size of the products ordered. Delivery charges will be calculated based on your delivery location once your order details have been finalised. 

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03.
Section 3

Warranty + Returns

THE ITEM I RECEIVED IS FAULTY OR DAMAGED. WHAT DO I DO?

If you find you have received a faulty or damaged item, it’s best that you let us know straight away, as it must be reported within 7 days of delivery. After this 7 day period, our standard product warranty kicks into effect.

We have a dedicated page where you can send us photos and a detailed description of your issue. Simply follow this link and fill in the form. Once you’ve made the submission, we’ll review and get back to you with a resolution.

Our products include structural warranties, and replacement of your item is a straightforward process if within the warranty period and the products have not been mistreated (reasonable wear and tear).

Can I return an Item if I changed my mind?

If you require a change to your order, or wish to wind back a delivered/installed product, please contact your Account Representative immediately to talk through available options. It’s best to inform us as early as possible to avoid additional costs in delivery, install and restocking fees.

What costs are associated with return for change of mind?

Costs may vary depending on the progress of your order, and whether products have been produced or delivered.

Typically a restocking fee of 20% of the cost of goods can be expected for our standard range if items have already been produced. If items have already been delivered, you will need to help to organize their return to our warehouse at an additional cost.

Custom-made items, unfortunately, cannot be cancelled once ordered, since their bespoke finishing/constructions fall outside of our standard range and production/stocking processes.

What Does Your Warranty Cover?

Our warranties vary based on product type in duration and coverage. For specific warranty details, you can reference our product pages and specification guides. 

How do I initiate a warranty claim?

We have a dedicated page where you can send us photos and a detailed description of the issue. Simply follow this link and fill in the form. Once you’ve submitted your issue, we’ll review the details and get back to you with a resolution.