Shipping FAQ
FAQ
Can you hold delivery for a required date in the future?
We can hold orders and offer free storage in our warehouse for the first three months from the order date. Orders held after the three-month grace period will be subject to a $25 per week storage fee.
It is the responsibility of the customer to monitor this three-month period. Once this period concludes, charges will automatically accrue and notice might not be provided.
Total storage fees will be calculated and billed when the customer notifies us to dispatch the order. Delivery will only commence once the fee has been paid.
Can my order be delivered on an exact date?
We can do our best to request a delivery date, however it is dependent on the delivery schedule. If the desired date is unavailable, it will be delivered as close to the requested date as possible.
Sufficient notice is required to ensure we can deliver as close to the date as possible.
Please note that Norhom and/or our nominated couriers cannot be held liable if a specifically requested date is not met.
Can deliveries be delayed or ETAs change?
Whilst our lead time estimates are generally a good indication, lead times and delivery estimates can change for a variety of factors. We will always do our best to get orders delivered as soon as possible.
If I purchase items with varying lead times, when will the order be delivered?
Orders with multiple items and varying lead times will be consolidated and delivered when all items have arrived in stock and are ready for delivery. If certain items are in stock and others are not, the order will be held until the final items arrive and will be delivered thereafter.
Can you deliver in stock items first and non in stock items at a later date?
We can split delivers; however this will have to be agreed upon with our team and separate deliveries fees will apply.
Will I be notified about the delivery?
Our outsourced courier company will make contact with the customer via the contact details provided on the order before any delivery occurs. Please ensure you are at home during the time frame allocated. Failure to be at home when goods are scheduled to be delivered will result in a failed delivery and an additional delivery fee may apply.
It is the customers responsibility to ensure all details are correct and notify us of any changes. This includes, mobile or contact numbers, emails and full and accurate delivery address.
What do I need to check before delivery arrival?
Please ensure that you have sufficient access into your premises. Due to the weight of certain products, we reserve the right to cancel a delivery based on access, floor level and other issues that may be a health risk or hazard. If a lift is used, please ensure that the item can fit into the lift. Please also ensure that corners/hallways are wide enough to fit all items. If a delivery is deemed failed because of access and any other factors to which we have not been made aware, the delivery fee will still apply as well as potential handling fees.
Please ensure the necessary arrangements have been made to accommodate the delivery. This includes moving furniture and clearing of access ways.
What if I miss my delivery?
If a delivery is missed, charges will apply and need to be paid prior to rearrangement.
Can I collect my furniture?
We prefer to deliver, ensuring a safe and complete delivery using professional staff. In the case you prefer to collect using your own transport company and staff we cannot be held liable for any damages or breakages that may occur in transit or when assembling yourselves.
If you wish to collect and should your goods be defective it will be the customers responsibility to return the items to our warehouse if agreed. A refund and or credit, if agreed, will only be granted once goods are fully inspected by us.
Do deliveries include insurance?
Shipping costs are inclusive of insurance, covering loss, theft or damage to the goods in transit. Norhom uses professional outsourced courier services to deliver your product/s to your door.