online shopping FAQs

CLU Living strives to ensure you are satisfied. We want you to love and enjoy your purchase. If something isn’t quite right, let us know. Should you have any other queries call or email us to discuss.

We typically process and ship your order within 2 - 5 business days. We will inform you if the item is out of stock or back ordered with a revised delivery time frame.

PAYMENTS
We accept Visa, Mastercard, debit cards, American Express, Afterpay or bank transfer via Paypal.

AFTERPAY
Afterpay is committed to responsible spending and does not approve 100% of orders. They use factors to determine the payment limit. This could range from $1000 to $1500 depending on your history with them. If you are experiencing issues on your shopping cart where it is not redirecting automatically to the Afterpay website for payment, this might be over your limit spend. 

Alternatively, we offer a Layby program at the store where you place deposits on your order. You receive your order once it is paid in full.  

For full details on Afterpay limits, please click on this link

DOMESTIC DELIVERIES
Orders are sent via courier service/shipping companies and can take up to 7 days from the date of shipping depending on the Australian destination. Once an order ships from CLU, it is the carrier’s liability for tracking and delivery time. We will endeavour to give you an estimated delivery time.

All orders are delivered Monday to Friday and between 9 am and 5 pm.

We cannot deliver to PO boxes or Parcel Lockers because they are too small to accept many of the items we sell. Most of our goods are delivered by courier or specialist furniture delivery companies directly to your door and require a signature upon delivery. Delivery fees are for curb to curb service. Fragile, medium and large items will be delivered to the front door pallet will be delivered to a ground-floor or front-door location only and will be strapped and shrink-wrapped on a pallet to ensure they arrive in optimum condition. It is the customer’s responsibility to dispose of all packing materials, including pallets. It is the customer's responsibility to move delivered items from the ground-floor or front-door location into the premises. 

Please be aware that it is your responsibility to check that your items will fit through doors, staircases and lifts in their packaging before you place your order. Product dimensions are included in the product description on our website.

FREIGHT CHARGES

To check freight charges for your location before placing an order, use the Shipping Rates Calculator on the individual product pages or at checkout for a total quote, or contact us. Depending on the item/s and the delivery location, in some circumstances unusually high freight charges may be incurred. If we are unable to reach a delivery solution with the customer, CLU Living reserves the right to cancel the order and issue a full refund to the customer.

MISSED DELIVERIES
If you are not present at the delivery address within your allocated delivery slot, a card will be left with contact details to arrange an alternate delivery. A re-delivery fee may apply. Please advise our delivery partners in advance if you know of any necessary changes to your delivery slot.

INTERNATIONAL DELIVERIES
At this moment, we are unable to offer international delivery.

STORE PICK UP
Pick up option is available if the item is in stock at the designated store location within 24 hours of placing order. Due to warehouse constraints, furniture may not be in stock at this location for the 24 hour fulfilment. For furniture orders, an email confirmation will be sent to you within 2 business days on stock availability.

REFUND AND REPLACEMENT
We understand ordering over the internet can be difficult. For this reason, we welcome an exchange or full refund on online orders within 14 days of purchase.

The item(s) must be returned in their original condition and packaging. All costs regarding delivery to us will be at your expense. For change of mind, you will be reimbursed the purchase price less shipping cost. All costs regarding delivery to us will be at your expense. Refunds can be issued on purchases that have been made online at cluliving.com.au only. You must exchange any items purchased on cluliving.com.au at a CLU Living retail store. 

Email us here for any issues arising from your online purchase. We will instruct you on the course of action.

Should you consider an item flawed or damaged upon delivery, please contact us as soon as you receive it to discuss its return and replacement.

GIFT CARDS
Gift cards are sent out free of charge. Please submit the recipient's name in the special instructions section. At this time, gift cards can only be redeemed at the retail store.