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203 questions from our users
Non-receipt of order. My order (2191518145) was confirmed by you via email on 2 September. To date, the package has not been received, It appears that the carrier is COURIERSPLEASE and although I have contacted them twice and received two different "Support Ticket No.s", there has been no contact from them. Are you able to follow this matter up for me as a matter of urgency? Thanks in anticipation!
Hi Mini, we are sorry to hear you have not received the items from your order. We have sent you a private message to confirm the delivery update. Warm regards, Temple & Webster
Where can I find details of your Terms and Conditions regarding Afterpay.
Hi Carol, thanks for reaching out. Please find our Terms & Conditions regarding AfterPay through this link: https://www.templeandwebster.com.au/Afterpay-C1955636.html
If you have any further questions, please do not hesitate to reach out. Warm regards, Temple & Webster
I ordered a bed and whilst the delivery came promptly, I received 3 boxes of the same item and missing the two boxes to make up the rest of the bed. Got onto the live chat to arrange pick up of wrong items and delivery of missing ones but have not heard anything since, which was 5 days ago. How do I get things moving as I’m tripping over these large items and we are desperate for the rest of the bed?
Hi Di, we are sorry to hear your order issue, this is very disappointing, we can understand where you're coming from. We have messaged you privately asking for your order number and email address so we can investigate what has occurred. We hope to hear from you soon so we can look into it for you. Warm regards, Temple Webster
Sent info as requested but still waiting for a reply… come on guys, you could get the order packed a day after I ordered it but can’t get the replacement boxes organised??
I have a small credit with you and in the middle of purchasing an item am at checkout and can’t see where I can put my credit. Also how can I find out exact amount of my credit.
Thank you
Heather
Hi H. Gleeson, thank you for reaching out. Once you are in the Billing Page, the balance of your credit note should be displayed, please tick the box to apply the full amount of your credit to your order.
Please see the below instructions on how to find your store credit:
1. Log into your account on our Temple and Webster website
2. Scroll down on your account page until you see the heading 'Gift Certificates & Store Credit'. Under this is 'Check Gift Certificate/Store Credit Balance'. click on this
3. Scroll down a little bit and there will be a heading of "Store Credit Applied to Your Account", under this should be your current balance of $****
Please let me know if it doesn't pop up for you at all!
I am wanting to purchase a rug and am moving into a new house next weekend. Will it arrive by then?
Hi Stella, thank you for your question. The shipping time frame depends on where your item is being shipped to and from. We estimate delivery to most places in Australia between 2 and 7 business days but it can take up to 10 business days to more remote areas of the country. May we suggest checking the estimated delivery timeframes by clicking on the Shipping & Returns tab on your chosen listing and entering your postcode. Warm regards, Temple & Webster
How are goods designed and packaged?
No instructions how to set up the product
Hi Maryann, thank you for your question. Our goods are designed and packaged appropriately - they are thoroughly reviewed from quality to functionality to packaging to ensure we meet and comply with the Australian standards and to delivery our beautiful items safely. Each item should also come with instruction manual. If you have more questions about a specific item, please feel free to use our live chat service on our website, we have a team in customer service ready to assist you instantly. Warm Regards, Temple & Webster
I set it up. But the instructions are terrible. Ikea have step by step instructions. This one literally had one picture.
Hi. I wanted to order a new mattress to arrive at my new house on the day we move in at the end of this month. Is it possible to estimate how long shipping will take? Thankyou!
Good luck Annabelle, Ask them about their ‘returns policy’ when it comes to bedding, because anything to do with bedding is non returnable, I’m $400.00 out of pocket with a brand new unopened coverlet which was too small. Harvey Norman is a much safer bet
Hi Annabelle, thank you for your question. You must be so excited to move in to your new house. The delivery normally takes 2-7 days from the day of dispatch. However, due to current lockdown restrictions, there might be slight delays, please bear this in mind when you purchase. Warm Regards, Temple & Webster
Good luck- have yet to receive a temple and webster order on time!
Does the furniture arrive assembled?
No you have to put it together . My husband did and said it was easy to do . We love it ❤️
No but the instructions are easy to follow and the mattress inflates quickly.
Hi Jennifer, thank you for your question. Our furnitures come in either flat packs or assembled, this information is indicated on the product description on our website so you are aware what to expect. If the item comes in flatpacks, it is very easy to assemble with the instruction manual. If you have any more questions, please feel free to use our live chat service on our website. We have a team in customer service ready to help and answer all your questions instantly. We look forward to your purchase! Warm Regards, Temple & Webster
Hi! Just received our King size symphony acacia wood bed but unfortunately it has not come with any instructions.
Thank you
Hi Ruby, thanks for reaching. Sorry to hear you have not received the instructions for your bed frame. I've reached out privately to ask for your order number and email address to check this for you. Warm regards, Jacqueline
I purchased a White Gloss Jameson Entertainment Unit, can you please advise me how to install/attach the sliding doors?
Thank-you
Diane
Hi Diane, please reach out to us via our live chat service on our website so our team can send you the instruction manual for out beautiful White Gloss Jameson Entertainment Unit. Warm Regards, Temple & Webster
Hi Temple and Webster, I ordered two mattresses on the 30th of June and am still waiting for them. There is no update on the track shipping through Allied Express. Delivery date was estimated to be yesterday. We have discovered today that they will be too tall for the bunk bed we have ordered and need to buy different ones. Is there anyway to return them when they eventually arrive? Order number 2193509655 Regards, Jacqueline
Hi Jax, we are sorry to hear about you are yet to receive your delivery. If you do not need the mattresses anymore, I can help you out with that. Thank you for your order details, I will continue correspondence through email (email address on file) for ease of reference. Looking forward to assisting you further. Warm regards, Jacqueline
Thank you for your response. It’s very much appreciated :)
Good afternoon, in relation to the Zander Desk Lamp recently received item OL99458AB, when my husband plugged it in, it shorted out the entire household and thus was faulty - can you please advise how I can receive a refund and return the goods or alternatively organise return and get a replacement lamp. THE Purchase order number was TW42435030 and Order Number 2191163725, shipped to South Australia. Thank you
Hi Gaynor, I am sorry to hear about the faulty lamp. Thank you for providing the details of you order, I can see one of our care agents Justin has processed a replacement for you. He will be in touch to organise a return of the defective lamp shortly. Warm regards, Jacqueline
Concerned that I haven't received my delivery to metro Sydney after more than 7 business days and that I don't seem to be able to get any update on when it will arrive. Now think I'd be better off asking for a refund and shopping elsewhere. Can you either update me on the delivery date or confirm I can get a refund (without having to pay for return shipping as its not my fault). Thanks
Hi Ginb, I am sorry to hear about your experience with delivery. I have reached out privately to ask for your details so I can look into this for you. Looking forward to assisting you further. Warm regards, Jacqueline
I purchased so many items from Temple and Webster, was very happy customer until now, when I recently bought chair covers. Very poor quality, absolutely didn't match the description. Well the fabrics was actually very good but the work was very amateurish and untidy very visible seams , white ( and the cover was dark grey) I have immediately returned and expected refund ( minus postage both ways) But No - I was told that because i did not purchase the purchase protection I could get only a credit note but not the refund!, This is absolutely not right and not fair and I expect someone to contact me . You might have this somewhere in you refund policy, small print but this is very dodgy and not right, you lost me as a customer
Hi Bramla, we are sorry to hear that you were unhappy with the quality of the chair covers. Our returns policy has indicated everything you need to know about returns and refunds which includes the benefits of a purchase protection. In the future, we encourage you to review and understand our returns policy before purchasing to avoid any disappointment. Please reach out back to us if you need further assistance. Warm Regards, Temple & Webster
Businesses cannot add policies which reduce or remove a consumers rights under the Australian Consumer Law. Just because you didn't add product protection doesn't mean this firm can act in breach of the legislation. It is their obligation to make good a situation (not your obligation to add product protection to achieve the same). If they are conducting their business in this manner they need to be reported. Message me if you need further info.
Businesses cannot add policies which reduce or remove a consumers rights under the Australian Consumer Law. Just because you didn't add product protection doesn't mean this firm can act in breach of the legislation. It is their obligation to make good a situation (not your obligation to add product protection to achieve the same). If they are conducting their business in this manner they need to be reported. Message me if you need further info.
Is there any branch in Brisbane? Any delivery charges is needed to add on?
Hi Stephen, thank you so much for reaching out. I couldn't completely understand your question. What exactly do you mean about a branch in Brisbane, or you referring to Allied Express depot in Brisbane? I look forward to your reply. Kindest, Temple & Webster.
my address is at South Brisbane ,is the price shown in the website including delivery?
Hi Stephen, the shipping cost is calculated upon check out when you enter your shipping postcode. Please feel free to use our live chat service on our website if you have more questions. We have a team in customer service ready to answer your questions instantly. Warm Regards, Temple & Webster
My son has purchased an SKU #: LAFO1801 table and I will visit this weekend to help him assemble it. Is it possible to get a copy of the assembly instructions before then?
I am not sure however the instructions were very simple to follow - so hopefully you should have no trouble
Hi mrspot234, please let us know your email address and we will send you the assembly instructions today. Kindest, Temple & Webster x
Thank you. Is there a way to PM that?
Hi! I ordered an Avisa sofa and it was delivered in amazing time, however after assembling it I realised I don't like the look and feel of it. I included Purchase Protection when I ordered and I'd like to return the sofa, but I'm not sure how to go about returning a sofa??
Hi Kurt, we are sorry to hear that you did not like the look and feel of your new Avisa Sofa. if you wish to return this item, kindly reach out to us directly on here: https://www.templeandwebster.com.au/help/faq.php and follow the prompts. We have a team in customer service ready to assist with your return. Warm Regards, Temple & Webster x
I can't access many of the templeandwebster.com.au links. It seems your website is DOWN?
Hi Sandy, please try again. All is OK.
Trying to cancel an order within 3 hours of ordering so we can swap for items from Temple & Webster store. I contacted the live chat for an item to be swapped, unfortunately I was advised things can't be swapped in an order. So I asked for the order to be cancelled, so I can order the different product once again from your website. While it has been only 3 hours since the order and my online view indicating that the product does not leave the warehouse for another 2 days, I'm surprised that Im being advised that the order cannot be amended or cancelled.
This is queit disappointing as all I'm trying to do is change items in an order.
I'm also being advised that the product will be sent to me and I will have to pay for the return as well!! Which is exactly why I've tried to contact before the product is shipped.
Can someone help about this?
Hi Feroz, we are sorry to hear this experience. This is disappointing, we are here to help. We have messaged you privately asking for your order number and email address so we can investigate what has occurred and will see what can be done to cancel it. We hope to hear from you soon so we can look into it for you. Warm regards, Temple Webster
there were no assembly instruction within the packaging of a cabinet I ordered and has been delivered. Where can I get a copy of the instructions?
Hi dopsybee, we are very sorry to hear that you received the item with no assembly manual. Kindly contact us via our live chat service on our website and have your order number handy. We have a team in customer service ready to assist you. Warm Regards, Temple & Webster
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