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Temple & Webster

Temple & Webster Questions & Answers

4.2 from 3,025 reviews

129 questions from our users

Alessandra Bauermann

Alessandra Bauermannasked

Hi,

I would like to purchase a dining table but can only be at home on saturdays or after 5:30pm on weekdays.

Is it possible to arrange the delivery for these days and time frames?

Thank you,
Alessandra

1 answer
Temple & Webster
Adam M.Temple & Webster

Hi Alessandra,

Thanks for your enquiry. For reasons outside of Temple & Webster's control, unfortunately, most carriers do not call prior to delivery, nor are we able to request a specific delivery date due to strict driver schedules. Drivers typically operate on weekdays during standard business hours.

For your convenience, when an item is dispatched you will receive a shipping email with a tracking link to click and follow. Please keep an eye on your junk folder as these tracking emails are the best way to stay in touch with the delivery progress of an item and determine the anticipated delivery date. Another great way to stay in touch with your order is via the 'My Account' platform, simply log into your Temple & Webster account and click 'view my orders' for the latest processing updates and tracking numbers.

In the event that no one is available to accept delivery at the nominated address, the driver will leave a calling card with the carrier contact details and any instructions allowing you to reschedule on a day that suits both parties.

You also have the option to contact the carrier and authorise the driver to leave goods unattended assuming it's safe to do so, for example by the front door or side of house, away from street view and protected from the weather.

I hope this information has been helpful and if you require any further assistance, please don't hesitate to reach out.

Warm regards,
Louj


FBK07

FBK07asked

Have queried twice via the live chat portal but I still don’t quite understand. Why does it take 7-13 days once an item is shipped from a dispatch warehouse that is approximately 16km from me, to be delivered? Could you confirm (as confirmed by an online chat rep today) that goods are “shipped” from your warehouse and then transported and stored in a third party warehouse (ie. by Allied Express) before being actually shipped for delivery to your customers at a later date?

I’m just not understanding the delay between shipment/dispatch date and delivery date, especially since you state that it has been shipped. “Shipped”, for most other companies, means that an item has been collected and is being transported for delivery. I’ve received parcels from the UK in less time, and they were even able to provide me with an estimate date of delivery, not a 6 day window of possibilities.

1 answer
Temple & Webster
Adam M.Temple & Webster

Hello FBK07,

Thanks for getting in touch.

We are an online furniture retailer with all our items being shipped directly from different suppliers' warehouses. Standard deliveries usually take place 2-7 business days after your order/s leave its/their respective warehouse/s, with 10 business days at the latest if you're living in a rural area or the couriers unexpectedly experience some delays like inclement weather, road blockage, and the like.

Rest assured, however, that all these are just estimates and your order can still be delivered earlier than expected. Although their demanding schedules may not always allow for drivers to offer a detailed time frame, we always recommend saving the tracking link as this is the best tool to monitor the delivery status of an order and determine the anticipated delivery date.

Hope this helps! Should you have any further questions on a particular product please let us know, we’re here to assist. Feel free to drop us a message via our Help section.

Warm regards,
Louj


electricbeige

electricbeigeasked

Suffering from a very sore back as I get older, waking up stiff and in pain, and can't afford those expensive mattresses they advertise as I have already made a very expensive mistake. Looking at your euro top mattress and the spring base as I have seen some good reviews. Answer me honestly, would these together give me the comfort and good support I need? Janet

4 answers
Temple & Webster
Adam M.Temple & Webster

Hello Electricbeige,

Thanks for getting in touch! I personally think a high-density memory foam mattress is the best mattress for back pain. This type of mattress is known for providing good support and excellent pressure relief. However, don't take our word for it! You may find mattresses with top ratings from verified customers by clicking on “sort by” drop-down menu on our mattresses page then selecting “customer rating”. This will change order of products, so that our top-rated mattresses appear. To then read a specific product’s reviews, click on the product listing, scroll down to “reviews” and click on the plus icon.

For any further questions, please feel free to utilise our LiveChat function. Just look for the chat bubbleheads situated at the bottom of most site pages. Alternatively, you can drop us a message via our Help section. Hope this helps!

Warm regards,
Louj

electricbeige
electricbeige

Thank you so much. That is very helpful.

Temple & Webster
Adam M.Temple & Webster

You're welcome, Electricbeige! :)


Donna

Donnaasked

Still waiting on a floor runner rug. Ordered nearly two weeks ago still not here. ??

4 answers
Temple & Webster
Adam M.Temple & Webster

Hello Donna,

We'd like to offer our best assistance in looking into this further. We wish to request for your order details be sent to service@templeandwebster.com.au, and kindly put "Attn: Louj" in the subject line. Our senior team will be in touch as soon as we receive your email. We look forward to hearing from you.

Warm regards,
Louj

Donna
Donna

Runner ordered 15th Dec. still waiting.

Donna
Donna

Invoice number is 2109081005.
15/12/19


Mala K.

Mala K.asked

Hi there I ordered a lamp recently and it isn't as expected so I would like to return this please how do I go about this as cannot find the details on your website abd confused as to why? Is it possible to have a courier arranged to pick up or a free postage paid stamp?

Regards
Mala

2 answers
Temple & Webster
Adam M.Temple & Webster

Hi Mala,

Thanks for getting in touch although I'm sorry to hear that your order was not suitable for your intended purpose. We understand that these things happen, and if you would like to return the item, we're here to assist you.

Returns must be made within 30 days of receiving the item, our terms and conditions can also be found here: http://www.templeandwebster.com.au/customerservice/general_info.php#terms

To arrange a return, you can reach out to our helpful Customer Care team. You can drop us a message via our Help page: https://www.templeandwebster.com.au/help/faq.php or send an email to service@templeandwebster.com.au with your order details. Alternatively, you can utilise our live chat function on the website (8am to 11pm Mon to Fri or 9am to 6pm Sat & Sun AEST). Just look for the chat bubbleheads situated at the bottom of most site pages.

We look forward to hearing back from you.

Kind Regards,
Louj

Mala K.
Mala K.

Thank you


Meg S.

Meg S.asked

I recently ordered a hammock from you guys and was charged the right amount from it but since then there has been two or three more transactions gone through on my card from you guys withdrawing $0.01. Why is this happening?

1 answer
Temple & Webster
Adam M.Temple & Webster

Hi Meg,

I have sent you a private message so we can investigate this further. Looking forward to hear from you soon.

Warm regards,
Louj


pauline

paulineasked

why doesn't your courier text to advise when they're approaching the delivery address???

1 answer
Temple & Webster
Adam M.Temple & Webster

Hi Pauline,

Their demanding schedules may not always allow for drivers to offer a detailed time frame. Hence, we always recommend nominating a delivery address that's most suitable during business hours or alternatively, provide an Authority To Leave instruction for the driver to leave goods on the property if it's safe to do so such as by the front door or carport etc. We also send dispatch emails with tracking links which will give you a more accurate grasp on the whereabouts of your delivery.

I hope this information has been helpful and if you require any further assistance, please don't hesitate to reach out.

Warm regards,
Louj


Ch M

Ch Masked

Is this a scam site?
No phone contact, no response to emails after days, no tracking responses, no product delivery after almost a week?

7 answers
karinhampson1
karinhampson1

It seems a bit that way. I think their customer service is based overseas so it's all by email and you wait days for a reply. The replies are also very automated, same reply 3 times over, each time from a different representative. It's very painful to try and return something. I regret buying from this website. Once my rug situation is sorted out, I will never buy from this company again.

Temple & Webster
Adam M.Temple & Webster

Hello Charles,

We tried to call you earlier to discuss the progress of your orders but you were unavailable at the time.

We wish to extend our sincere apologies for any inconvenience caused when trying to track the whereabouts of the goods. If you can please check your email, we've sent you something in relation to their current delivery status.

Moreover, to answer the question, we have several avenues for contact which are all available for assistance. You can reach us via our LiveChat support on our website, call us on 1300 900 675, or send us an email via our Help page: https://www.templeandwebster.com.au/help/faq.php

We hope to hear from you soon on the last email we sent.

Warm regards,
Chelsea

Ch M
Ch M

Need to separate marketing hype from facts within forums like these..
Facts: a) two support requests opened zero response in 2 days, this reality is clearly unacceptable..
b) wasted hours in overseas phone centers with zero progress only excuses as to why nothing is Temple & Websters problem, despite a commitment to delivery by the 27th Sept this is the 2nd of oct and your call center simply has excuses but refuses to take any responablity for its products or delivery.
c) live chat does not exist and most likely would go to same as call center ( my guess)..

Please understand the reality for your customers, as demonstrated with actual examples in this forum, and please address the systemic issues rather than simply "posting the same tired and canned responses"..
I suggest Temple & Webster listen to its customers and actually take responablity for the systemic failures identified herein.

I would also respectfully suggest one cease use of Allied Express for your shipments goods sitting in depots for over 4 days with zero action is unacceptable for any online store of any type, just a suggestion.

At this point no goods and approaching a week, online stores line Appliances online deliver next day and have a easy to use track system that just works, hence it is posable, but the realty is Temple & Websters is an abject failure.
The proof is in the eating not the marketing..
Hope some progress will happen soon..


Seachange704

Seachange704asked

I recieved an order today , an ivory Mason Hand-Tufted Wool Rug
QTY: 1

SKU: TPWT2823
I love it but it absolutely stinks and is smelling out the whole room. I've opened all windows and doors for the day. If its still smelling in a week can I return it . Its too heavy for me to drag outside and air it , also I live near a beach so it would end up with salt air thru it any suggestions.
Cheers

Fiona

3 answers
JeanH
JeanH

Email the customer care team and ask for their help. I’ve just had to return something and they were very helpful. Good luck

Seachange704
Seachange704

Thanks

Temple & Webster
Adam M.Temple & Webster

Hello Seachange704, We're sorry to know that the recent purchase has brought some unseemly issues.
I've sent you a private message to ask for your order details and trust that we'll be able to reach a satisfying resolution soon.
Warm regards,
Louj


Resident of Little Manly

Resident of Little Manlyasked

Temple and Webster failed to process my refund. The item was returned in August and the refund was allegedly processed on 30th of August. It still hasn't been credited on my card. Multiple calls and emails to Temple and Webster - no results. I need to take them to Fair Trading. Beware of dodgy returns. Will never shop there again.

1 answer
Temple & Webster
Adam M.Temple & Webster

Hi there,
We're terribly sorry for the delayed response in your query. I have since responded to your email. If there's anything else we can do to turn around this whole experience, please don't hesitate to let me know on the said email. We'll be eagerly waiting for your next response.
Warm regards,
Louj


Ken O.

Ken O.asked

I need to speak to someone

4 answers
MaryW
MaryW

02 82643200

Temple & Webster
Adam M.Temple & Webster

Good morning, Ken.

Is this regarding an order or pre-sale enquiry?

You can also utilise our LiveChat function on our website. Our chat support team is more than happy to help; just look for the chat bubbleheads situated at the bottom of most site pages. Alternatively, you can drop us a message via our Help section: https://www.templeandwebster.com.au/help/faq.php Hope this helps!

If there's anything you'd like for us to assist you with, please don't hesitate to reach out.

Warm regards,
Louj

Ch M
Ch M

There is no chat on any page footer??


Bianca d.

Bianca d.asked

Can I choose a time for delivery? As I work full time and live alone

1 answer
Temple & Webster
Adam M.Temple & Webster

Hello Bianca,

Thanks for the enquiry!

For reasons outside of Temple & Webster's control, unfortunately ​most carriers do not call prior to delivery, nor are we able to request a specific delivery date/time due to strict driver schedules. Drivers typically operate on weekdays during standard business hours.

In the event that no one is available to accept delivery at the nominated address, the driver will leave a calling card with the carrier contact details and any instructions allowing you to reschedule on a day that suits both parties.

Upon placing the order, you will also have an option to authorise the driver to leave goods unattended assuming it's safe to do so, for example by the front door or side of house, away from street view and protected from the weather.

If you require any further assistance, you can drop us a message via our Help section: https://www.templeandwebster.com.au/help/faq.php

Hope this helps!

Warm regards,
Louj


Denise P

Denise Pasked

Hi there, I am wondering if you ship to Perth.
I am looking at purchasing a bed frame.
Thanks

1 answer
Temple & Webster
Adam M.Temple & Webster

Hello Denise,

Thanks for your enquiry!

Yes, we do ship most bed frames to Perth.

To check what will be the shipping fee, kindly log onto our website, add your preferred bed to cart, then go to Shopping Cart. Once there, find the radio box to key in your postcode. The shipping fee will appear immediately.

Please note that shipping fees vary depending on how far the supplier's warehouse is from your area and the overall weight and box dimensions that the bedframe will be delivered in.

For more on our Delivery Terms, please see the following link: https://www.templeandwebster.com.au/customerservice/general_info.php#terms

I hope this information is helpful and do let us know how else we can assist you.

Warm regards,
Chelsea


Anne

Anneasked

The curved tub chair in blue - called Milan direct. Price $169. Is it fabric or vinyl? Anne.

2 answers
Temple & Webster
Adam M.Temple & Webster

Hello Anne,

Thanks for your enquiry.

The Curved Tub Chair by Milan Direct (SKU #: TPWT1285) is made of full PU leather. This means it's fully covered with "commercial-grade synthetic leather chair", that's easy to clean and maintain.

I hope this information is helpful and if you need further details, please don't hesitate to engage conversation with our LiveChat support team, who's available from 8 am to 10 pm on weekdays, 9 am to 6 pm on weekends.

Warm regards,
Chelsea

Anne
Anne

Thank you Adam.


Deb

Debasked

How do I make a return

1 answer
Temple & Webster
Adam M.Temple & Webster

Hello Deb,

We'd like to encourage you to reach out to our helpful Customer Care team should you wish to make a return. You can drop us a message via our Help page: https://www.templeandwebster.com.au/help/faq.php

You can also access your orders via your My Account and go to My Orders. Click on the Order Details, you'll then be directed to a new page and you'll see "Return Items".

Alternatively, you can call us on 1300 900 675 if you wish to discuss over the phone. Our helpful Customer Care support is available from 8am to 6pm, Mondays to Fridays. Kindly have your order number ready.

I hope this information is helpful!

Kind regards,
Chelsea


George

Georgeasked

Id like to know where in Sydney I could go to view a Classico single lever sink mixer? I know its supllied in a place in Rockdale but I live in Hornsby.
cheers George

1 answer
Temple & Webster
Adam M.Temple & Webster

Hello George,

Thank you for your enquiry.

Temple & Webster is purely an online retail store, save for our Richmond, VIC pop up store which showcases a limited range of items.

The Classico Single Sink Mixer will need to be ordered online, through our website.

Placing an order online is easy; kindly add the item to your cart, key in your postcode, and see the shipping costs. Once you're ready to finalise the order, just hit the Checkout option.

Hope this helps!

Warm regards,
Chelsea


Shannen

Shannenasked

Hi I need to change a delivery address. Please email me

1 answer
Temple & Webster
Adam M.Temple & Webster

Hello Shannen,

Thanks for your enquiry.

We'd like to encourage you to reach out to our helpful Customer Care team should you need assistance. You can drop us a message via our Help page: https://www.templeandwebster.com.au/help/faq.php

You can also utilise our Live Chat function which can be accessed through any page of our website. Just look for the chat head. This is live from 9am to 9pm on weekdays, and 9am to 6pm on weekends.

I hope this information is helpful.

Warm regards,
Chelsea


Linora

Linoraasked

Do you deliver to narwee 2209every day and what is the cost.lyn

1 answer
Temple & Webster
Adam M.Temple & Webster

Hello Lyn,

Thanks for your query.

Shipping costs actually vary depending on where the supplier's location is and how far it is from your area.

To know how much your shipping cost is, please add your desired items to cart, visit your cart, and enter your postcode. The shipping fees will appear immediately.

Please know that for large furniture, not all postcodes can be accommodated. Our White-Glove service, in instance, can only deliver to limited areas. We can, however, look into this and check if there's anything we can arrange for you.

We'd like to encourage you to reach out to our helpful Customer Care team should you need assistance. You can drop us a message via our Help page: https://www.templeandwebster.com.au/help/faq.php

Warm regards,
Chelsea


Vanessa DiG

Vanessa DiGasked

Any plans to open up a warehouse in Brisbane?

1 answer
Temple & Webster
Adam M.Temple & Webster

Hello Vanessa,

Thanks for expessing interest to view our beautiful products.

As of the moment, we don't have imminent plans to open a pop-up shop in Brisbane yet. If you happen to visit Melbourne or have a relative there, you can direct them to visit our pop-up shop in Richmond. More details can be read here: https://www.templeandwebster.com.au/Showroom-C1954436.html

We understand seeing the actual product is different from viewing the online images, so if you proceed with the order, we have a Returns Policy to accommodate product returns that you feel are unsuitable for your home.

Our change-of-mind return policy can be read more in detail here: https://www.templeandwebster.com.au/customerservice/general_info.php#returns

I hope this helps.

Warm regards,
Chelsea


john36

john36asked

Why are your shipping costs so high,compared to other companies.

3 answers
Temple & Webster
Adam M.Temple & Webster

Hi john36,

Our shipping costs are calculated according to the combined weight, volume and distance travelled to have goods delivered by Australia's leading couriers. We are not the traditional furniture shop that houses all products in a single warehouse. Every order made is shipped directly from its respective supplier's warehouse.

Rest assured that if you have any particular shipping cost concerns, please feel free to contact our friendly customer support team via the website contact page www.templeandwebster.com.au/contact for review.

Warm regards,
Chelsea

Mawasti S.
Mawasti S.

How long is the shipping to newcastle nsw?

Peacepal
Peacepal

I just chatted with your customer service about this and it was a total waste of time. Asked me all sorts of questions, got me to cut and paste all the items I wanted only to tell me what I already knew, there would be a wapping delivery charge for a bunch of lightweight items. Found a place that delivers most of the exact items free (jute and recycled plastic rugs which T&W added $20 Delivery per rug). They charge a little more for the rugs but still works out cheaper so I am going to go with them


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