FAQs

How much will shipping cost within Australia?

We offer a flat shipping rate of $9.95 and FREE SHIPPING for orders $150 (excluding shipping) and over to Australian addresses (exc. wallpaper).

*All wallpaper orders will incur a $25 shipping charge.

We recycle and reuse packaging we receive wherever possible to reduce waste.

Do you ship internationally?   

Yes, we ship most products internationally. The products 'Shipping' tab will state if the product is only available for delivery within Australia.

International shipping rates are based on product weight and are added at the checkout. You can calculate your shipping costs on your cart page before proceeding to checkout.
Important Note: Your order may be subject to customs fees and taxes upon entry to your country. Oliver Thomas is not responsible for these charges. Please contact your relevant government agency for more information.

What payment methods do you accept?

We accept Visa, MasterCard and AMEX credit and debit cards through Shopify's secure payment gateway, using the latest SSL encrypted security software technology available.

Direct Deposit (Bank Transfer), PayPal Express Checkout, PayPal Pay In 4, Google Pay and Apple Pay are also available. 

Payments are charged in Australian Dollars and include tax. Some international customers now have the choice of paying in their own local currency using the Shopify Payment method also.

How long will it take to receive my order?

Orders are processed on business days and we aim to dispatch your order within 48hrs after payment has been processed.

Australian orders will take between 2-7 business days for your order to arrive, depending on your location. Please allow extra time for more remote locations and products dispatched from our distributors warehouses. 

International orders can take approx. 7-25 business days depending on your location.

Our goal is to have your order reach your hands as quickly as possible, however, understandably we cannot be held accountable for delays once your order has been dispatched from our premises.

If your order contains a product that is on pre order, we will ship your complete order once we have all products in stock.

Please note: Banwood, Dekornik, Solvej Swings, and our Lillagunga collections are sent directly from the brand's warehouse. We ask that you allow extra time for delivery as these warehouses are located in different parts of Australia and Internationally. Unfortunately we are unable to deliver to PO Boxes for these orders.

How do I know if my order has been received or dispatched?

Our system is set up to automatically send you an email at every stage of the order process. If you have not received any notifications, please check your junk email box in case they have gone there. Failing that, please contact us with any queries - orders@oliverthomas.com.au

Can I track my order?

Yes, all of our orders are tracked. You will receive a tracking/consignment number shortly after your order has been dispatched. 

What is your refund/exchange policy?

We fully understand that buying online is not the same as buying in a store. Should you wish to return your order, please notify us within 14 days of purchase with a valid reason for return. If we are unable to resolve the issue or further assist you, we will process a refund upon timely receipt of the goods purchased. Unopened goods will be refunded in full (excluding postage). 

Please note: We are only able to refund or exchange orders of wallpaper or rugs in the case of fault or damage. Please choose carefully.

What do I do if my goods arrive and they are faulty or have been damaged in transit?

In the unlikely event that an item you've ordered arrives and it has a fault, please contact us as soon as possible and we will arrange for the faulty item to be replaced or in the case we are unable to replace the item, a refund will be made in full.

If your order has been damaged in transit, please contact us within 24hrs of receiving the delivery, so that we can process a claim with the delivery company and make arrangements for a replacement.

What currency do you use?

All products are listed in Australian Dollars and include taxes.

How can I send a Gift Card to someone else? 

Our Gift Cards are sent electronically to the nominated email entered at the checkout. Please enter the recipients email address at the checkout.

Alternatively, you can print off your confirmation email.

How long do I have to use my Gift Card?

At OliverThomas.com.au we believe that you should be able to use your Gift Card without the pressure of a timeframe and so our Gift Cards have NO EXPIRY DATE.

How do I check my Gift Card balance?

If your Gift Card was purchased using a customer account, you are able to check your balance using the link provided in the Gift Card email. If you are using Apple Pass Wallet, you may check your balance on your iPhone and for customers without an account, please email us @ info@oliverthomas.com.au and we can check your balance for you.