Shipping policy

Worldwide Premium DDP shipping, production, delivery access and freight-claim procedures.

Effective date: 15 August 2026
Issued by Furnible Pty Ltd, an Australian proprietary company. Furnible Pty Ltd is the contracting seller responsible for orders accepted through this website, including fulfilment, customer service, eligible refunds and warranty obligations.

Important: This document must be read together with any product page, quotation, invoice, order confirmation and other Furnible policy expressly incorporated into your purchase. Nothing in this document excludes rights or remedies that cannot lawfully be excluded.

1. Overview

Furnible provides international delivery through appointed freight, customs and local-delivery partners. Our standard global method is Priority Ocean Freight with Premium DDP delivery for eligible addresses. This policy explains what is included, how estimates work and what customers must do to prepare for delivery.

This policy should be read with the Terms of Service, Refund and Returns Policy and Warranty Policy. Order-specific delivery terms in a quotation or order confirmation prevail for that order.

2. What Premium DDP means

DDP means Delivered Duty Paid. For the delivery address confirmed in the order, Furnible arranges ordinary international freight, customs clearance, import duties, applicable destination taxes and standard final delivery. Our appointed logistics provider may act as importer or customs representative where permitted.

For an eligible standard delivery, the total confirmed at checkout or on the invoice is the amount payable to Furnible for the goods and included DDP service. You should not ordinarily be asked to pay separate import duty or VAT/GST on arrival.

Important exception: DDP does not include costs caused by an inaccurate or changed address, remote or restricted access, customer delay, missed delivery, storage, abnormal customs inspection, prohibited imports, special permits, stairs, hoisting, cranes, assembly, installation, packaging removal or premium delivery services unless expressly included.

If an additional charge becomes necessary, we will explain the reason and, where practicable, obtain approval before the service is performed. If a serviceable delivery cannot be arranged on reasonable terms, we will discuss an alternative or cancellation of the affected order in accordance with the Terms of Service.

3. Where we deliver

Furnible ships to most serviceable destinations worldwide, including Australia, New Zealand, the United States, Canada, the United Kingdom, Europe, Asia and the Middle East. Availability depends on route, product size, local import rules, carrier coverage and delivery access.

Shipping rates shown at checkout are based on the address, item type and order size. A checkout rate does not guarantee that a remote, island, military, restricted, high-altitude, unsealed-road or other unusual address can be served without an additional quotation.

We do not knowingly ship to a location where the product is prohibited, unsafe to import or subject to restrictions we cannot reasonably satisfy. Customers are responsible for telling us about any special building, site or local import requirement before ordering.

4. Free worldwide shipping statements

Where our website or marketing refers to free worldwide shipping, it means that standard Premium DDP ocean freight and standard final delivery are included in the displayed or quoted price for an eligible serviceable address. It does not mean that every location or every additional service is included without limit.

Remote-area surcharges, ferry or island access, specialist handling, stairs, crane or hoist services, room-of-choice delivery, white-glove service, assembly, installation, storage and redelivery are excluded unless the order confirmation states otherwise.

5. Production and dispatch

Most Furnible products are made to order. Unless the product page or order confirmation states otherwise, production is commonly estimated at 4 to 6 weeks after cleared payment, final specification approval and receipt of all information needed to manufacture the order.

Complex custom products, large projects, specialist finishes, material shortages, testing, public holidays and peak production periods may take longer. We will provide an updated estimate if we become aware of a material delay.

After production and quality-control checks are complete, orders are ordinarily transferred to our logistics provider within approximately 2 business days. Consolidation, export documentation and vessel allocation may add time before the shipment is recorded as departed.

6. Estimated transit times

Priority Ocean Freight generally takes approximately 4 to 10 weeks after dispatch. This estimate includes international sea freight, customs processing and standard local delivery. It does not include the production period.

Actual transit may be shorter or longer depending on vessel schedules, route, port congestion, transshipment, customs inspection, weather, peak periods, local holidays, carrier capacity, final-mile coverage and events outside reasonable control.

A shipping or delivery estimate is not a guaranteed arrival date. Do not schedule contractors, dispose of existing furniture, book accommodation or make other time-sensitive arrangements until the local carrier has confirmed the delivery appointment.

7. Tracking and updates

Once the shipment has been booked or dispatched, we will provide available tracking or milestone information by email, WhatsApp or another agreed channel. Ocean-freight tracking may show milestones rather than continuous location updates.

Tracking can pause while a shipment is at sea, under customs review, awaiting deconsolidation or being transferred between carriers. A lack of a new scan does not necessarily indicate that the shipment is lost.

Large orders may move under multiple tracking references or arrive in separate consignments. We will advise where we know that an order has been split.

8. Standard delivery service

Unless the order confirmation expressly includes a higher service level, standard delivery is to the safest accessible point at or immediately inside the building entrance, as determined by the local carrier. The exact handover point may depend on local practices, property type, parking, access and health and safety requirements.

Standard delivery does not include:

• Room-of-choice placement or carrying items through multiple internal rooms;
• Stair carry beyond any service expressly confirmed;
• Removal of doors, windows, balustrades or existing furniture;
• Hoists, cranes, lifting equipment or external access;
• Assembly, electrical connection, wall mounting or installation;
• Packaging removal, crate disposal or cleaning;
• Floor, wall or property protection beyond ordinary carrier practice; or
• Waiting time caused by building access, permits or an unavailable recipient.

If you require an upgraded service, ask us before ordering or before dispatch. Availability and price vary by location.

9. Customer access responsibilities

Before placing an order, measure the product and every part of the delivery route, including doors, lifts, hallways, stairwells, corners, ceiling heights and the intended room. Product dimensions do not include all packaging dimensions; ask us for packed dimensions if access is tight.

You must tell us before dispatch about:

• Apartments, gated communities, loading docks or building booking systems;
• Stairs, narrow access, low ceilings, tight turns or small lifts;
• Restricted parking, pedestrian zones, weight limits or time windows;
• Remote roads, islands, ferries, snow access, unsealed roads or difficult terrain;
• Construction sites or premises without safe completed access;
• Need for a tail lift, hoist, crane, specialist crew or permit; and
• Any rule requiring certificates, insurance evidence or advance registration.

You are responsible for reserving lifts or loading bays, obtaining building permission, protecting the property and ensuring the route is clear and safe. Delivery personnel may refuse unsafe work.

10. Delivery appointment and attendance

The local delivery partner will ordinarily contact you to arrange or confirm a delivery window. An adult authorised to inspect and accept the goods must be present. Delivery windows are estimates because traffic, prior deliveries and local conditions can change the schedule.

If no authorised person is present, access is unavailable, the address is incorrect, delivery is refused without a lawful basis or the carrier cannot safely complete delivery, the goods may be returned to a depot. Reasonable redelivery, storage, waiting, rebooking or return costs may be charged.

If the carrier arrives outside the agreed window or fails to follow confirmed instructions, contact us promptly. We will work with the carrier to arrange a reasonable solution.

11. Address changes

Tell us immediately if the delivery address or contact details change. An address change is not effective until confirmed in writing. A change after dispatch may be impossible, may delay customs or delivery and may cause rerouting, storage or additional freight costs.

For fraud prevention, we may require identity or payment verification before changing a delivery address. We will not redirect an order solely on an unverified message.

12. Customs cooperation

Although Premium DDP is designed to minimise customer customs involvement, customs or the delivery provider may require confirmation of identity, address, tax status, intended use or product information. Provide requested lawful information promptly and accurately.

Furnible is not responsible for delay or cost caused by false, incomplete or late customer information, an undisclosed import restriction, a customer instruction to hold the goods, or refusal to cooperate with a lawful customs request.

If a government authority imposes an unexpected prohibition or requirement that makes delivery impossible, we will discuss return, alternative delivery or cancellation under the Terms of Service.

13. Packaging

Products are packed using materials selected for their size, weight, fragility and route. Packaging may include cartons, foam, edge protection, fabric covers, timber framing, plywood cases or wooden crates. Basic tools and more than one person may be required to open or move the packaging safely.

Open crates carefully and avoid cutting deeply into packaging near upholstery, timber or leather. Do not use a knife directly against the product. Keep all packaging until inspection is complete and any claim has been resolved.

Unless packaging removal is expressly included, the customer is responsible for dismantling and lawfully disposing of packaging.

14. Inspection on delivery

Inspect the packaging before signing the carrier record. Photograph all sides of the packaging and any visible impact, puncture, crushing, water exposure, missing carton or broken crate. Record visible damage or shortage on the delivery document or device where possible.

After delivery, inspect every item and component promptly. Notify us as soon as reasonably possible. For efficient carrier investigation, we recommend reporting visible or concealed freight damage within 48 hours and no later than 7 days after delivery. A late report does not remove a right that cannot lawfully be excluded, but delay can make the cause more difficult to verify.

15. Unboxing video requirement for transit claims

For a claim that damage occurred during transit or unboxing, provide one continuous, unedited video that:

• Begins before any seal, strap, carton, crate or protective layer is opened;
• Shows all sides of the sealed packaging and visible labels;
• Shows the complete removal of packaging without pauses or edits;
• Shows the condition of all sides of the product and all components immediately after removal; and
• Clearly records any damage, missing part or discrepancy.

The video is the primary evidence used to establish when and how damage occurred. If a complete video is unavailable, provide all other evidence, including delivery records, photographs and witness information. Furnible will assess the available evidence and may decline a voluntary transit-damage remedy where the cause or timing cannot reasonably be verified. This does not limit mandatory consumer rights.

16. What to send with a delivery claim

• Customer name and order or invoice number;
• Delivery date and the name of the person who accepted delivery;
• A description of the issue and when it was first noticed;
• The continuous unboxing video;
• Clear full-view and close-up photographs of the product;
• Photographs of all sides of the packaging, labels and crate;
• A copy or photograph of the delivery record showing any notation; and
• Confirmation that the packaging and item have been retained.

Send the information to sales@furnible.com. Do not discard packaging, repair the item, engage a contractor or return the goods without written instructions.

17. Lost, delayed or misrouted shipments

A shipment is not considered lost merely because tracking has paused or an estimate has passed. We will ask the carrier to trace a shipment where there is an unusual delay or evidence of misrouting.

If the carrier confirms that an order is lost, we will provide an appropriate remedy, which may include replacement, re-supply or refund, taking account of product availability, custom production and applicable law.

If part of a multi-item order is delayed, we may deliver available items first. We will not charge additional standard freight solely because we arranged a split shipment.

18. Storage and abandoned goods

If you ask us or the carrier to hold goods, or delivery cannot be completed for a reason within your control, reasonable storage and handling charges may apply after notice. We will explain the rate or obtain the carrier’s evidence of cost.

We will not treat goods as abandoned without reasonable attempts to contact you and any notice required by applicable law. If goods remain uncollected for an extended period, we may exercise lawful rights to recover storage and other costs or dispose of goods, with any surplus handled as required by law.

19. Events outside reasonable control

Shipping can be affected by port congestion, weather, natural disaster, industrial action, customs inspection, carrier shortage, cyber incident, war, sanctions, government action, epidemic, infrastructure failure and other events outside reasonable control. We will monitor material delays and take reasonable steps to reduce their effect.

If delivery becomes impossible or a delay substantially defeats the purpose of the order, the Terms of Service explain the options for alternative performance or cancellation of the unperformed portion.

20. Risk and title

Risk of accidental loss or damage passes when the goods are delivered to you or your nominated recipient, except where mandatory law provides otherwise. Title passes only after cleared payment in full.

21. Contacting the shipping team

Email sales@furnible.com or message +852 800 938 241. Include the order number, delivery address and a concise description of the request. For security, we may verify identity before changing an address or releasing shipment information.

Do not send goods to any address without written authorisation.