Frequently Asked Questions

Do you have any questions about our products or need help with your order? Please see our frequently asked questions below. If you can't find the answer you are looking for please be in touch with our team via info@sarahellison.com.au

FAQs

HOW CAN I CONTACT CUSTOMER SERVICE?

If you would like to speak to a member of our team, they can be contacted via info@sarahellison.com.au.

WHAT ARE YOUR LEAD TIMES?

Product lead times are available within each individual product description. Lead times are regularly updated. Our team is always available to assist. Please contact us for more information via info@sarahellison.com.au.

WHAT ARE MY DELIVERY OPTIONS?

CLICK HERE to read our full delivery conditions.

HOW CAN I CHECK MY ITEM WILL FIT?

It is your responsibility to check there is sufficient access to your property as well as to the delivery location. Please use our 'Will It Fit?' guide to assist you.

Our standard delivery includes ground floor level without stairs. If you should require a service beyond this, you may upgrade the service depending on your location. Some regional or remote areas are the exception and may not be able to be upgraded. Please contact our team HERE to enquire.

I'VE CHANGED MY MIND, CAN I CANCEL MY ORDER?

Please choose carefully, we do not offer refunds or exchanges if you change your mind or make a wrong decision.

Ensure your purchase will fit prior to placing your order, please use our ‘Will It Fit?’ guide to the best of your ability to confirm the product will fit within your stairway, lift and doorways.

ARE FABRIC SWATCHES AVAILABLE?

Yes, you are able to purchase select fabric swatches before committing to a product. CLICK HERE to be taken to our Material Library.

DO YOU HAVE A WARRANTY?

To view our warranty and consumer guarantees, please CLICK HERE.

TELL ME ABOUT THE EXTENDED PRODUCT WARRANTIES AND CARE PRODUCTS.

We offer a comprehensive 5 Year Product Warranty provided by Guardsman, the leading experts in furniture care and repair since 1915. Safeguard your furniture against accidental stains and accidental damage with our extended product warranty. To learn more, visit our pages for either PRODUCT WARRANTIES or CARE PRODUCTS. If you would like to speak to a member of our team regarding the extended warranties available to you, they can be contacted via info@sarahellison.com.au.

DO YOU HAVE A RETURNS POLICY?

Please choose carefully, we do not offer refunds or exchanges if you change your mind or make a wrong decision. There are remedies available to you under the SARAH ELLISON. Warranty and applicable statute under Australian Consumer Law for faulty products or warranty related claims which are available for up to 24 months.

CLICK HERE to read our full Returns Policy.

WHAT ARE MY ONLINE PAYMENT OPTIONS?

We accept all major credit cards as payment options as well as Apple Pay, Shop Pay, PayPal and Afterpay.

DO YOU HAVE ANY SHOWROOMS?

No, however our collections can be viewed via our distributor networks of showrooms in Australia, United States and New Zealand available HERE.

DO YOU HAVE A TRADE PROGRAM? HOW DO I APPLY?

Yes we do. Our team has an in-depth understanding of the industry and is available to assist with selection and product pricing. Our trade program is open to interior designers, architects and associated industry professionals or firms for residential use as well as commercial projects such as workplace, retail and hospitality environments. To express interest regarding a trade account, please CLICK HERE to apply.

DO YOU SHIP INTERNATIONALLY?

SARAH ELLISON. is available in Australia, North America (Design Within Reach) and New Zealand (SLOW STORE). Our collections are not available outside of these locations and international shipping for individual orders is not available.

CAN I PICK UP FROM THE WAREHOUSE?

No, unfortunately we do not allow customer collections from our Sydney warehouse.

I HAVE FORGOTTEN MY PASSWORD.

You can easily reset your password, simply CLICK HERE.

I HAVE RECEIVED MY ORDER AND HAVE A QUESTION, WHO DO I CONTACT?

For after sales care, please CLICK HERE or contact us at info@sarahellison.com.au.

WHERE DO YOU MAKE YOUR FURNITURE?

We manufacture our collections globally. The individual country of origin is displayed within the product description of each product.

HOW DO I CLEAN MY PRODUCT?

Please CLICK HERE to download our Care & Maintenance PDF.