Frequently Asked Questions
Here are some of our most asked questions, if you can’t find an answer to what you need please contact us HERE and we will get back to you as soon as possible.
Do you have a retail store or showroom?
No, we are an online retail and trade procurement service, offering the convenience of shopping from your own home. We do however hold stock in our warehouse which is mainly small homewares and some bulkier items for our WA customers and we work super closely with our suppliers who send the majority of items directly to you once an item is ordered.
How much is shipping?
Orders over $2000 are free for areas within 25km of most major metro cities around Australia (Melbourne, Sydney, Brisbane, Adelaide, Perth). Free shipping is not applicable to trade orders). For areas outside of these cities with orders over $2000 we will provide a delivery quote on request or will apply additional charges after checkout if required. All other items have a flat fee ranging from $5 - $250 for metro areas throughout Australia and this will be applied at checkout if required. For regional areas throughout Australia or for some super heavy/bulky/fragile items you may incur an additional fee, this will be advised after checkout, prior to dispatch if required. If you would like a quote tailored for your order prior to check out please contact us . Some of our items are available for collection from our Perth warehouse and will have this information on the product page if available.
PLEASE NOTE: Delivery is to your post box or front door only. If you require white glove service of delivery, placement of item and removal of packaging please contact us to arrange. Additional costs will be incurred.
How long will delivery take?
This is the most common question and it is actually really hard to give a guaranteed delivery date as we rely on many delivery partners throughout Australia.
What we can promise is that we will ship all in-stock products at our warehouse within 3 business days and in the case of bespoke or out-of-stock products, customers will be emailed as soon as possible with an estimated shipping date. As we are an online business and many of our larger items are delivered directly from our suppliers, in this case we endeavour to ensure that our suppliers dispatch in-stock items within 5-10 business days. Delivery all depends on where it is coming from and where you live. We generally allow 7-14 days most metro areas and for many country locations, WA, NT & Tasmania please allow 2-3 weeks. Some of our items are available for collection from our Perth warehouse and will have this information on the product page if available.
NOTE: During COVID19 there may be delivery delays for in stock items that are out of our control. We would recommend adding an addition 2 - 3 days to any delivery as a rough guide for items that are in stock. For pre-orders from suppliers with stock coming from international manufacturers please keep in mind, the current worldwide increase in demand and restrictions for international ocean freight container exports. This is affecting supply chains extensively and sometimes lead time extensions are out of our control.
Your delivery details are passed onto our delivery partners and they are requested to contact you prior to delivery with an approximate date and time. It would be encouraged that you were home for delivery as in most instances the delivery company will require a signature. With some delivery partners they will leave your item in a safe place but do not take any responsibility for the items safety.
If it is a pre-order item can I pay just a deposit?
Yes! 50% deposit is required to secure stock for all pre-orders. You can either pay the full amount at checkout or contact us to place a deposit. If a deposit payment has not been received and stock runs out, the order will be allocated to the next incoming shipment. We do not guarantee the availability of stock without a deposit or full payment. The balance will be due prior to dispatch of your order.
Do you ship internationally?
Unfortunately we do not ship internationally. For New Zealand customers please contact email@example.com and we will see if we can arrange shipping on small homewares only.
What if an item is out of stock?
We will contact you immediately if an item is out of stock. We will advise you of the lead time at this stage and you can decide as to whether you would like to wait or we can offer a full refund.
Do you accept returns or give refunds?
Where a product sold by Cranmore Home & Co is:
- Faulty, not suitable for the purpose for which it was stated to be used in the product description on the website; or as otherwise stated by Law; then on provision of the relevant item and your receipt Cranmore Home & Co will replace your item(s) in the first instance or if deemed appropriate provide a store credit.
Please note that we work with many suppliers that all have different credit and exchange terms which we need to abide by. In some cases they will ask for photographic evidence of faults for a claim to then be assessed. Please ensure if you have an issue that you let us know within 7 days of the item/s being delivered. Any later than this timing and we may be unable to submit a claim. Please also ensure that items are in original packaging otherwise there will be a ''return fee'' applied for the delivery. If you simply change your mind about a purchase or service provided by Cranmore Home & Co, then you will not be entitled to a replacement or credit of any kind.
Our Customer Guarantee.
As we work with several different suppliers and manufacturers we work within their warranty policies, which differ from brand to brand. As a general rule however we provide a 12 month guarantee on all items - both furniture and homewares unless the product has been misused in any way that has caused the problem. This is however subject to sight of the original receipt of goods and photographic evidence.
Cranmore Home & Co is dedicated to keeping your details private. Any information we collect in relation to you is kept strictly secured. We only use your information to identify your orders, provide you with our newsletter (if you have subscribed) and personalise your shopping experience with us. We do NOT pass on any of your personal details.
How do you take payments if I don’t want to purchase online?
The easiest way to order from Cranmore Home & Co is to purchase via our website using Visa, Mastercard, PayPal, Afterpay or Zip. We are however very happy to take orders over the phone 1300 86 4489 or via email (firstname.lastname@example.org). Payment for these can be made by Visa, Mastercard, PayPal or direct deposit. Products paid for by direct deposit will be posted once we have confirmation of payment.
Are my online payments secure?
We use only certified secure payment gateways – SecurePay and ShopifySecure. This ensures that your payments and details are guarded with the highest security. Our PayPal option is also done through the secure payment process of PayPal.
What happens if there is an error on the website?
Pricing and Availability
Service may contain typographical errors or other errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. We reserve the right to refuse to fill any orders that you may place based on information on the service that may contain errors or inaccuracies, including, without limitation, errors, inaccuracies or out-of-date information regarding pricing, shipping, payment terms, or return policies.
Do the products look exactly as your website?
Cranmore Home & Co works with many suppliers whose products are manufactured from natural materials and that use hand made processes in the production of pieces. Irregularities in shapes, colour tones, surfaces and finishes may be present and these imperfections are part of the characteristics of the piece. As every monitor displays different colour tones, the colour of pictures on our website and social media cannot be taken as a true colour indication of the actual products. Some products may appear to vary from website images.
For full terms and conditions of sale - click HERE