Orders & Shipping
Is delivery free?
Free Tracked Shipping. Delivery is free of charge and available Australia-wide.
What are my options for delivery?
At checkout you can select your preference from a number of delivery options, which will include:
Express - same day delivery within 3 hours (Sydney metro only*)
Scheduled - specify your preferred time window up to 7 days ahead (Sydney metro only*)
Standard - All other areas will be shipped from our warehouse in Sydney within 24hrs if ordered on a weekday, or from Monday if ordered on the weekend. Deliveries are between 9am and 6pm, Monday through Friday.
You will receive a notification when your order has left the Design.Online warehouse and is on route for delivery to you.
*Select areas only, available options for your area will be confirmed during checkout.
Do I need to be home to receive a delivery?
No, you do not need to be present at the time of delivery. At checkout, you will be able to share instructions with the courier delivering your order and can make specific requests, such as to not leave product unattended (if you are not home to accept the delivery), or to leave your delivery in a specific location (in the instance that you are not home to accept the delivery).
How will my Design.Online be delivered?
Your Design.Online furniture will be courier delivered to your front door and will arrive in cardboard cartons. For those who order furniture, we recommend having a friend or family member to help you lift the boxes into your home.
How does the trial period work?
We want you to love your Design.Online so have removed any of the risk of ordering online. All Design.Online furniture comes with a trial period and a full refund policy, so you can try Design.Online in the comfort of your home.
All bedding feels different, so it might take some time to adjust to your new mattress, bed frame or pillow. We ask that you give your body time to adjust to a better night's sleep or snoozy nap.
If you decide our furniture is not for you, contact us at email@example.com to organise a collection free of charge and a full refund. For more information, refer to our returns policy.
Am I allowed to exchange my product?
We want you to love your Design.Online furniture, which is why we offer a trial period. If you would like to exchange a product, this can be done by following the returns process and policy.
Do you ship internationally?
Trial & Returns
How do I return a product?
Returning an item couldn't be easier.
Test and try your purchase in the comfort of your own home. Your trial period will begin on the date you receive your order and if you're not convinced you can return your product before the end of your trial period.
If you would like to return an item, you may contact us by simply emailing firstname.lastname@example.org and include your:
- First and last name
- Mobile number
- Delivery address
- Items to be collected and quantity
If you're in a metro area serviced by Design.Online, we'll collect your purchase for free. Otherwise, we will provide you with our nearest depot to return it to.
After your item has been collected, you will receive your refund in full. Refunds will be the price that was paid for that product, in the original form of your payment and paid within 10 working days after the date of collection or drop off.
Trial Period for Flex Bed, Sleep800 Mattress & Comfort Plus Pillow
The Trial Period for Flex Bed, Sleep800 Mattress and Comfort Plus Pillow is 120 nights.
Since you’ve likely been sleeping on another mattress every night for the past few years, your body will need time to adjust to your new Sleep800 Mattress, Flex Bed and Comfort Plus Pillow. We believe you should sleep on these products for at least 30 days before deciding if they are for you or not. Enjoy up to 120 nights and take note of how your sleep improves along the way.
Trial Period for SmartSofa
Lounge, flop, watch NetFlix, sprawl out, curl up, sleep, dream.
Test your SmartSofa your way over a 14 day Trial Period.
What products do not have a Trial Period?
Bedding accessories including Year Round Quilt, Tailored Tencel Sheet Sets and Tailored Tencel Quilt Sets.
SmartSofa accessories including covers, brackets and legs.
Flex Bed accessories including covers and legs.
Mattress accessories including covers.
Should you have a change in mind after receiving these products, we offer full refund if the product is returned within 14 days of delivery and is unopened and in its original condition.
Are there any conditions?
You must be the original purchaser of the product (i.e. the order must be in your name) and products must be returned from the original address that the order was delivered to.
We encourage you to try a product first before purchasing many, which is why we limit returns per customer and address to one of each type of product.
The product must be undamaged, safe and in such a condition that it will be accepted as a donation by one of Design.Online’s charity partners. This includes the product being free from stains, tears, soiling and odours. Design.Online will not offer a full or partial refund for products that are damaged or that otherwise do not comply with these conditions.
We offer a flexible returns policy to make your online shopping experience even easier. We monitor the number of returns made by customers, and continued returns will be flagged and may, at our discretion, lead to the closure of your Design.Online account or future orders to you or your delivery address being refused. If at least one of a particular product type is returned from an initial order, that customer or shipping address will not be eligible for additional Trial Periods on subsequent orders of that particular product (e.g. if you return a SmartSofa, you will not be eligible for the applicable Trial Period on future SmartSofa orders).
How can I check the status of my refund?
What happens to returned product?
Returned product is donated to our local charity partner and is used across their services or gifted to those in the community in need of welfare assistance. In certain areas, where our charity partners do not operate, donating returns is unfortunately not possible.
Do Design.Online products come with a warranty?
My product has arrived damaged. How can I make a warranty claim?
We are here to help. Your product should arrive in a perfect condition every time. If you believe your product is defective or damaged, we will sort out a solution for you.
We recommend that you do not accept/sign for the delivery.
If damage is not noticeable until opening the package, please contact us at email@example.com with your:
- First and last name
- Mobile number
- Description of the defect or damage and images
- Photos clearly showing the damaged goods
Once we receive your warranty claim, we will be in touch within 3 working days.
Can my Design.Online warranty be transferred to another person?
Our warranties are available to the original purchaser only and cannot be transferred to other people.
Why are you called Design.Online?
We have a very clear purpose, and that’s to enhance people’s lives by offering timeless, intelligent design, delivered in under 3 hours, at prices everyone can afford.
We have created ground-breaking design at a ground-breaking price.
What is your design philosophy?
Although we are a new brand, our design DNA stretches back to 1977, which is when our parent-company, King Living was founded. King Living is the most awarded furniture company in Australian history and this new business continues that impressive pedigree.
Design.Online was born from a King Living research program which was focused on eliminating waste and developing methods for converting production offcuts to new usable materials. The research program was so successful that the company created a new design-focused sub-brand, managed and driven by a team of the most creative and talented young designers and engineers.
The Design.Online team set about creating a range of breakthrough products that would revolutionise the way furniture is made, delivered and used.
Can I try Design.Online products before I buy them?
Design.Online products are available online only, which is why we offer risk free trial periods with free returns for many of our products. This way you can try products in the comfort of your home, in your time, your way.
What is Design.Online's approach to environmental sustainability?
Improving lives means doing what we can to be a better business for the world and we are serious about sustainability.
We are committed to sustainable product design, we consciously select materials, and look to minimise waste through upcycling, and we are always looking at how we can reduce virgin plastic in our supply chain.
Our packaging is deliberately minimal and contains recycled and compostable materials.
Our supply chain has been fine tuned to limit our carbon footprint and meet best practice standards.
And our products are designed to be up to 99% recyclable.
We are serious about sustainability and looking to redefine the benchmark within the furniture industry.
Design.Online products are created for a long life, not landfill.