Customer Help



frequently asked questions
returns and exchanges
delivery information
payment & security
gift cards
vip program
pre-order FAQ
feedback
Contact Customer Service
02 6680 9323
Email us
 
Frequently Asked Questions
Is it safe to order online?
Yes.  Hendrix & Harlow uses GeoTrust Secure Socket Layering (SSL), the industry standard encryption technology that ensures safe Internet transmission of your personal information. If however you still feel uneasy about ordering online please contact us to arrange payment.
 
Are my personal details safe with Hendrix & Harlow?
Hendrix & Harlow practices safe e–commerce. We do not store credit card details and do not share any of our customers' information with any other parties.
 
 How can I place an order?
It very easy, simply follow the steps below.
1. Once you have decided on your item/s, add these to your bag by clicking on the ADD TO BAG icon.  You will receive a prompt to CHECKOUT NOW or CONTINUE SHOPPING. 
2. Once on the Shopping Bag page after clicking the checkout now icon, fill out the required fields to either apply a “Coupon Code”,  “Gift Card Code“, or a “Store Credit Code”.  If you do not have any codes to enter then simply choose a delivery surcharge from the delivery dropdown menu and click on PROCEED TO CHECKOUT or PROCESS CHECKOUT WITH PAYPAL if you are a member.
3. After this selection, you will be required to fill out your details in the new customer section or sign in if you are an existing customer.
4. Ensure your shipping and billing addresses are correct, and then choose a method of payment being either credit card or Paypal.  Fill out your payment details as requested plus any additional comments can be entered in this section.  Eg. Please gift-wrap my order.  Then click on CONTINUE TO ORDER REVIEW
5. Read through and accept terms and conditions.
6. Confirm order
7. You will then receive an email confirmation of your order and a dispatched status update when shipped.
 
Or simply call us on (+61) 2 6680 9323 to place your order over the phone, via credit card.  We accept VISA or MASTERCARD
 
 How can I place a furniture order?
It very easy, simply follow the steps below.
1. Once you have decided on your furniture item/s, add these to your bag by clicking on the ADD TO BAG icon.  You will receive a prompt to CHECKOUT NOW or CONTINUE SHOPPING. 
2. Once on the Shopping Bag page after clicking the checkout now icon, fill out the required fields to either apply a “Coupon Code”,  “Gift Card Code“, or a “Store Credit Code”.  If you do not have any codes to enter then simply click on the PROCEED TO CHECKOUT or PROCESS CHECKOUT WITH PAYPAL if you are a member.
3. After this selection, you will be required to fill out your details in the new customer section or sign in if you are an existing customer.
4. Ensure your shipping and billing addresses are correct, and then choose a method of payment being either credit card or Paypal.  Fill out your payment details as requested plus any additional comments can be entered in this section.  EG. Narrow Staircase, Second Storey etc.  Then click on CONTINUE TO ORDER REVIEW
5. Read through and accept terms and conditions.
6. Confirm order
7. You will then receive a confirmation and delivery cost of your order via email. 
8. Upon completion of your Furniture order being built you will be contacted to finalise the balance of the delivery fee and notified of an expected delivery date.
9.  Once the delivery fee is paid, you will receive a dispatched email notification after the Furniture has been collected and shipped to the address provided.
 
Or simply call us on (+61) 2 6680 9323 to place your order over the phone, via credit card.  We accept VISA or MASTERCARD or DIRECT DEPOSIT for Furniture orders only.
 
How much does furniture delivery cost?
We have provided you with Removalist and Private Courier Shipping Quotes to most Metro City areas, however if you live outside of these areas or in rural locations, please contact us at info@hendrixandharlow.com.au for an exact shipping quote.
Please see our Delivery Methods and Costs section for more information regarding delivery costs.
 
Do Hendrix & Harlow deliver worldwide?
Yes. Any Hendrix & Harlow Fashion, Accessories or Homeware orders can be delivered worldwide.  We do not however have International delivery on our Furniture orders.
Please see our Delivery Methods and Costs section for full information regarding International delivery.
 
When will my order be sent?
Australian orders placed by 1:00PM AEST Monday - Friday (For in-stock items only) will be dispatched within 3 business days
International orders placed by 1:00PM AEST Monday - Friday (For in-stock items only) will be dispatched within 3 business days and allow approximately 10-15 days for transit time.
All online Furniture orders will need to allow 4-8 weeks build lead time.  Once completed you will be contacted with an expected delivery date. 
 
How long does it take to build my Furniture items/s?
Please allow a 4-8 week build lead-time for Hendrix & Harlow to build your chosen Furniture piece.   Our lead times are guidelines only, so any delays experienced during this time that are out of our control, will not constitute a breach of contract, and we will not be liable for any damage or loss suffered by you through any reasonable or unavoidable delay in the building production.
 
When will my order arrive?
Once you have received an email notification stating your online order has been dispatched, then the following shipping estimates will apply:
* All orders shipped via Express Post will arrive within 1 day.
* All orders shipped via Registered Post or Private Courier will take 2+ business days.
*Please allow 1-2 additional days for locations outside of metropolitan areas. *International delivery times will vary depending on the country we are shipping to.
*All Furniture orders will be delivered on the date arranged with Hendrix & Harlow upon completion of the item.   Delivery estimates will be discussed during this time, and does depend on your location.
 
What are your returns/exchange policies?
Please see our Returns & Exchange information page.
 
What if my goods are damaged or faulty?
We check everything before sending them to our customers however if something is found to be damaged or faulty on delivery, please contact us within 3 days of receiving your goods and we can exchange the faulty item for you. The item needs to be returned as it was received: unworn, unused and with labels intact.
Please see our Returns & Exchange information for further details
 
What if my Furniture Order is damaged?
Furniture items need to be reported within 24hours if any damage or faults are found and are irrelevant to delivery damages.
Damages or issues that may occur to Furniture during delivery, will need to be reported straight to the Removalist or Courier Company within 24hours. We do not accept responsibility for any damages that occur, once the Furniture order has left our warehouse.  If in doubt we do recommend you contact your closest Insurance provider for delivery coverage.

What is your Click and Collect option?
If you’re a local or live in the surrounding areas, or simply feel like a day trip to the beautiful Byron Bay then you can order your item online and request the Pick Up option to collect in store! This will allow you to see the Hendrix & Harlow showroom and any other items you may want to add to your order, plus it eliminates shipping fees and any additional bulky item costs.
 
I’m on my own; can you assemble my furniture piece for me?
Yes.  Due to the easy assembly of our flat packed furniture pieces, our Removalist’s can easily put it together for you no extra charge.  However please ensure you request this in the comments upon checkout!
Ensure all other household items have been removed or put to the side to allow access for your new Hendrix & Harlow item.  Our Couriers will not be responsible for removing or rearranging any existing furniture.
 
Do you build Custom designed Furniture?
Yes we sure do!  We love to be able to sit down with our customers and design the Furniture piece you’ve been searching for.  Or feel free to send through images or inspirational photos of what you would like us to build or based on a similar style, and we can discuss all your options via email or phone.
What timber do you use?
At Hendrix & Harlow all our timber is reclaimed and recycled wood, which we source locally.  All our Log Stools are already fallen trees, and we do not participate in any destruction or deforestation of any kind. 
When sourcing our recycled wood, each and every piece is completely different.  The colours, grains and also splits will vary from piece to piece and these are not to be considered a fault or flaw but the beauty of recycled hardwood.
Not sure? We’re here to help.
Take the guesswork out of designing and styling.  We’re ready, willing, and more than able to help you.  Feel free to give us a call on (02) 6680 9323