HOW CAN I CONTACT YOU?
How do I register to become a trade customer?
It’s easy! Select the registration button, enter your details and our team will get back to you within 2 business days.
Do you have a showroom?
We do not currently have a showroom. Please contact us as we may be able to refer you to a retailer in your area who may have our pieces on display.
What are your opening hours?
The Calibre office is open from Monday - Friday 9:00am-5:00pm and is closed on Weekends. We are located in Melbourne’s West - Truganina.
Can we view items at your warehouse?
Certain products can be unboxed to be viewed at our warehouse. This must be prearranged with our warehouse team.
Alternatively, if a retailer has this product or similar on display, we may be able to arrange a visit to their showroom for you instead.
Can anyone walk into your warehouse or do you need to make an appointment?
Our warehouse is strictly by appointment only. To make an appointment please email us at firstname.lastname@example.org.
Can customers/clients come to a Calibre Furniture’s warehouse without the accompaniment of their design consultant?
Unfortunately our warehouse is not open to the public. All clients must be accompanied by their design consultant.
How do I check stock availability?
Please login to your registered account to check stock availability for all listed products. Each item will state the quantity as either “In Stock”, “Out of Stock”. Pre-order items will be listed as such, with the next shipment date visible near the purchase button.
If an item I require is out of stock, what can I do to secure the item?
If an item is labelled as “Out of stock” this means our buying team has not confirmed the date of the next shipment. If the item has a pre-order date listed, you can simply process an online order to secure the stock. Please note, when purchasing the product online, you will be charged in full for the item. If you’d prefer to only pay a deposit on your pre-order, please email email@example.com and we can manually invoice you for a deposit.
How do I receive a quote?
Pricing will be available upon logging into your registered account. Shipping quotes can be calculated once items are added to your cart. Should you require a formal quote, please email your product selections through to firstname.lastname@example.org for assistance.
I am ready to make a purchase; how can I place my order?
Once your final selections have been added to your cart, please proceed directly to the checkout. You will be required to enter your preferred method of payment. If payment is made via credit card, the stock will be immediately secured. If payment is selected to be made via EFT, stock will only be secured once payment is received.
If required, our team will be in contact with you. Please ensure to leave any order notes or additional information if needed.
If required, we can send through a proforma invoice for your order. Please email through a purchase order with all required information and we will respond accordingly.
I am not ready to accept delivery straight away. Can you hold my order in your warehouse until I'm ready?
Calibre Furniture offers 1 month of complimentary storage. If your order has item(s) on backorder, our complimentary storage starts from when all items are available in our warehouse.
Should you require storage any longer than one month, we will be required to charge $60 per month of storage, payable upfront or prior to dispatch.
I’ve placed an order online, what happens now?
If there are no further instructions required, our team will organise dispatch and advise you of the tracking or carrier information. If your order is a preorder, our team will be in touch to confirm the ETA and receipt of order.
If we require further information, one of our team members will be in contact with you via email to discuss your order.
How can I tell if assembly is required/do you offer install and assembly on orders?
Each product listing will specify what type of assembly is required. Assembly services are offered in VIC and are occasionally available in metro NSW or QLD. Please contact our team for more information.
What if I need to cancel my order?
If you are required to cancel your order, please email through your cancellation request as soon as possible. Our team will then amend this for you. If the order has been paid for, our accounts team will issue you with a credit note.
If the order has been dispatched, there may be return/redirection charges from the carrier in which we will need to withhold from the credit note.
Do your products come flat packed, or are they fully assembled?
Each listing will specify whether an item is fully assembled, requires assembly or is flat packed. If you are unsure, you are most welcome to send an email to email@example.com.
Do you have interior designers in your team to assist with project planning?
Whilst our account managers are design trained and can give you suggestions from our collection if you need advice or substitutes, we do not have an in-house interior designer to plan your concepts.
PAYMENT AND INVOICING
I have not yet received an invoice for my order.
A formal tax invoice will be sent through from firstname.lastname@example.org for all orders after the order is dispatched from our warehouse.
If you cannot find your tax invoice, please send an email to email@example.com and we can send it through manually for you.
I’ve paid for the proforma I received via bank transfer. When will I receive my order?
Our team will reach out to you to organise dispatch or delivery once payment has been received and confirmed by our accounts team.
For extensive delivery information please refer to shipping & delivery.
Can I collect from your Melbourne warehouse?
Calibre clients can collect their orders directly from our warehouse in Truganina, Victoria. An allocated day and time will be arranged and emailed to you by a Calibre team member prior to collection.
Can I send third party carriers to pick up from your warehouse?
Third party carriers can pick up from our warehouse after our team has provided you with the collection information. All drivers must come with the reference number our team provides you so we can ensure the correct order is loaded.
If the carrier provides consignment details and/or labels, these must be provided to our team at least two business days prior to pick up.
Can I collect from a warehouse outside Melbourne?
We are currently only warehousing our products in Melbourne. We are able to arrange click and collect services in metro Sydney and metro Brisbane at a less expensive rate than a standard delivery in those cities. Please contact our team if you would be interested in this option.
What does "Standard Delivery" include?
All standard delivery services are strictly to the ground floor. If you require extra services such as above ground floor via stairs or lift, assembly, and/or rubbish removal, please get in touch with our team.
Do you offer installation services?
Calibre Furniture can arrange installation on certain products within metropolitan Melbourne, Sydney and Brisbane. Installation services must be quoted manually and will incur charges on top of the standard delivery charge.
Please contact our team prior to placing your order if you would like these services quoted up.
Do you deliver internationally? Where does Calibre Furniture ship to?
Shipping and delivery is only available Australia wide. Our warranty will be void should the product be forwarded internationally.
How much is the delivery cost?
Our shipping calculator in the shopping cart will determine the best possible delivery cost based on product size, weight, and postcode. The shipping cost is primarily shown in the cart, and then calculated again in the checkout after you enter your delivery address.
Do you offer free delivery on any products?
Calibre Furniture does not offer free delivery on any products, and we do not run free delivery promotions.
What are “Melbourne Pick-up and Delivery only” products?
Items that are labelled “Melbourne Pick-up and Delivery only” in the product description cannot be shipped interstate. This is due to the fragile nature of the product and/or insufficient packaging.
Should a client wish to take these products interstate with their own freight services, all warranty on these products will be void.
My order is shipping direct to my client/customer. Will there be an invoice with delivery?
All orders are treated as a dropship with no invoice included in delivery.
Is there any way I can get a commercial warranty for something?
Our products come with a consumer guarantee and a 12 month warranty unless stated otherwise, however, only select products have a commercial warranty. Please email to enquire if the product you're interested in is commercially suitable.
What is the warranty on wall mounting products?
Wall mounting is considered to be a product modification. Any modifications to our products will void any warranty offered by Calibre Furniture.
What is the warranty period on Calibre Furniture products?
Calibre Furniture products come with a 12 month warranty unless stated otherwise.
Please read more about product warranties here.
DAMAGES AND RETURNS
What are the returns and refunds options when purchasing from Calibre Furniture?
Please refer to our refund policy here.
There was an issue with the product I have received. How do I make a claim?
Our products are thoroughly inspected prior to dispatch, but we understand that things can go wrong. If your order has arrived with any issues, please contact our support team by emailing firstname.lastname@example.org with the following information:
- Your company name and customer’s name
- Invoice number
- Product code or SKU
- A clear photo of the product damage or discrepancy with the item, clearly showing and describing the fault or claim reason in question
- What you or your customer requests as a solution.
Our support team will reach out to assist with a resolution.
What happens if my furniture gets damaged in transit (both Calibre Furniture nominated carrier and client arranged carrier)?
Our support team needs to be informed of any damage that may have been caused in transit within 48 hours of receiving the item to ensure claims are made within the carrier's claim window.
If the carrier was arranged by the client, Calibre Furniture is not liable for any damage in transit. Please read our refund policy for more information.
How do I care for my pieces/do you have care instructions?
Please view our Product Care page here: https://www.calibrefurniture.com.au/pages/product-care.
I specify/sell furniture. How do I register for trade?
Please fill out the form on our registration page. Our team will review your details and process your registration within two business days.
I’ve forgotten my password; how do I log back into my online registration?
Please select the "Forgotten Password?" button and follow the prompts to reset your password.
Can I sell these products online?
If you are a reseller of furniture, we will require you to specify this in your registration form. Once your registration has been reviewed, our team will be in touch with more information.
Do you offer a datafeed for product integration?
Yes. Please reach out to our team if you're interested in using our datafeeds to list our products on your online store.
Do you have fabric samples/ how do I get a swatch or sample?
We have fabric samples for the majority of our fabric and leather items. If you require any samples, please email email@example.com with which SKUs you require samples for and we can post them out to you.
Where can I find the product dimensions and box dimensions?
All product information can be found on each item listing under the specified drop down boxes.
MARKETING AND COMMUNICATIONS
Do you do media loans?
We do not offer product loans, but we can assist with competitive pricing should you wish to purchase instead.
Do you do collaborations?
We love collaborating with property stylists, interior designers and anyone within the industry! If you are interested in collaborating with us, please contact our marketing team on the following email firstname.lastname@example.org or direct message us via our Instagram page.
Who do I contact about editorial requests?
Please contact email@example.com.
Can I use your images on my website and/or social media?
If you’d like to repost one of our images on your social feed, please ensure Calibre Furniture is tagged and photo credit is given. For any enquiries regarding use of our images on a third party website, we ask that you contact Calibre Furniture directly to receive formal permission.