FAQ - Temple and Webster
Temple & Webster was founded in 2011 by Group CEO Mark Coulter, Group CXO Adam McWhinney, NED Conrad Yiu, and ex-CEO Brian Shanahan, all former colleagues and senior executives at eBay Australia and Newscorp Australia's digital division.
All our products ship from within Australia Temple & Webster ships products from a network of suppliers and warehouses all of which are located in Australia.
Shipping Costs
To see the cost of shipping, simply add items to your shopping cart, enter your postcode and a shipping cost estimate will be displayed. Final shipping costs are shown “in cart” during the checkout process, before the final payment step.
Our best price shipping costs are calculated based on a number of factors including the size, weight and number of items in your order, where your items are shipping from (we ship from a network of warehouses all over Australia) and where your items are shipping to.
Order Pickups
Unfortunately, we don’t offer order pickups from our suppliers warehouse for any of our products.
How do I find out when an item will be shipped?
There is an estimated dispatch time frame on each product page. The 'leaves warehouse in’ which is below the price is the estimated time frame for dispatch of each item.
What does ‘Leaves warehouse’ mean ?
'Leaves warehouse' is the amount of business days that the item is estimated to leave the warehouse.
What couriers do you use to deliver items?
Temple & Webster has a range of different delivery methods depending on the size, weight and fragility of an item. We ship via Aus Post, standard couriers and specialised courier services.
Unfortunately, you are unable to arrange your own courier for delivery. You will need to have the item/s delivered by our assigned couriers.
What happens if an item says that it can’t be delivered to my location?
There are some instances where the courier that is assigned for delivery of certain products can’t arrange delivery to certain locations. We recommend getting in touch with our friendly Customer Care team and we can work out if there is an alternative delivery method to your area.
It 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.
When an item is shipped you receive tracking and if you follow the couriers tracking website you will receive a more accurate delivery estimate.
What happens if I am not home to accept the delivery?
If no one is present when the delivery is made the courier will leave a calling card explaining how to collect or arrange re-delivery. If the parcel is being delivered by Aus Post then it will be available for collection from the Post Office.
If the parcel is being delivered by Allied Express then they will attempt to re-deliver when you are home however only during business hours for no additional cost. If your schedule does not allow for you to be present during these times we recommend that once you receive your tracking information via email that you fill out the Authority to Leave Card (a link will be provided along with your tracking number once the items ship). You can also obtain a copy of this card here.
If the parcel is being delivered by Aus Post, unfortunately we are not able to provide Aus Post with authority to leave an item once it has shipped from the warehouse, however we recommend opening a MyPost account online and seeing if a Safe Drop is available once the consignment number has been generated and sent to you.
You can nominate safe spots for consignments to be left, not only for this particular order but could save you a lot of time in the future also. You can create a My Post account here. If you open a MyPost Deliveries account, you’ll be able to see if Safe Drop is an option, and request it for specific deliveries, through your Track list.
Do you deliver to PO boxes or parcel lockers?
No, we cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the items we sell. Most of our goods are delivered by courier or specialist furniture carrier directly to your door and require a signature upon delivery.
How will I know when an item has been shipped?
Once your items have shipped out you will get an email notification and a tracking number attached to it. This tracking number will be linked to the carrier tracking website and if you click on it, it will allow you to track the status of your order. In some cases, tracking updates could take 24-48 hours to update accurately. Alternatively, you can always contact the courier directly and quote your tracking number and they will be able to give you more accurate tracking information.
How do I track the status of delivery?
Once your items have shipped out you will get an email notification and a tracking number attached to it. This tracking number will be linked to the carrier tracking website and if you click on it, it will allow you to track the status of your order. In some cases, tracking updates could take 24-48 hours to update accurately. Alternatively, you can always contact the courier directly and quote your tracking number and they will be able to give you more accurate tracking information.
What happens if my tracking number doesn't work?
If the tracking is not showing up anything, or is saying invalid please double check the tracking number you have put in. It can take upto 48 hours for the tracking to update.
If the tracking still does not work after 48 hours then get in touch with us and we will investigate further.
What are normal delivery hours?
Our couriers deliver Monday to Friday between business hours which are 8 am to 6 pm.
Do you ship outside of Australia?
No, Temple & Webster currently only ships Australia wide.
Do you offer overnight delivery?
No, we currently don’t offer an overnight delivery service. You can check the estimated dispatch time frame on each product page.
Do you offer express delivery?
No, as our items are shipped from all over Australia we don’t offer an express delivery service.
Many of the items on our website are listed as next day or fast track dispatch. This means the item will leave the warehouse the next business day. Items listed as next day or fast track dispatch can’t be cancelled.
What is next day or fast track dispatch?
Many of the items on our website are listed as next day or fast track dispatch. This means the item will leave the warehouse the next business day. Items listed as next day or fast track dispatch can’t be cancelled.
Can I nominate a delivery date and time?
Unfortunately, for reasons outside of Temple & Webster's control we are not currently able to request a specific delivery date. We are constantly working on ways to improve our delivery service and hope to have this available in the future.
Will all items be delivered at the same time?
Our items ship out from multiple warehouses around Australia and this means different products will ship from different locations and may not arrive at the same time. Once an item has left our warehouse you will be sent a "shipped" email confirmation with tracking details. The email will specify which items have shipped and you will receive a separate email for items from multiple warehouses.
Can I add an authority to leave on an order if I know I won’t be home?
Yes, when entering your delivery information there is a section for you to add an authority to leave.
Can I make special delivery instructions?
Yes, when entering your delivery information you can choose "Authority to leave" so that your delivery will be left in a safe place if you're not home.
We're really sorry that your delivery is delayed. Sometimes events occur that are beyond the couriers or our control which may cause a delay to your delivery. Please see the latest updates.
What does 'Futile delivery' mean?
Futile delivery means that the courier attempted to delivery your item(s) but was unsuccessful. We apologise and realise this is frustrating. Here's what to do to get your shipment delivered ASAP:
1. If the parcel is being delivered by Australia Post then it will be available for collection from the Post Office.
2. If the parcel is being delivered by a different courier please check your mailbox/front area/front door for a calling card from them.
3. Follow the instructions on the card. The courier will provide instructions on what will happen next. Please allow 1-3 business days for our delivery partner to try and re-deliver for you.
4. If you cannot locate a card, please contact our Customer Care team
What happens if it’s past the ETA I was advised and I haven’t received my order?
We're really sorry that your delivery hasn't arrived when you were expecting it. Please contact our Customer Care team and we will find out where your delivery is.
What happens if my item arrives damaged or faulty?
Unfortunately items are occasionally damaged in transit or faulty.
If an item arrives and the packaging or the item itself is clearly and significantly damaged/faulty, you should take photos or video showing the damage/fault, refuse to accept the delivery and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.
If you notice that an item is damaged/faulty after it has been delivered to you, please take photos or video clearly showing the damage/fault and contact us as soon as possible, ideally within 3 business days of receiving your delivery.
The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to:
- - Suggest a self repair (with an offer of compensation to you)
- - Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
- - Offer a partial or full store credit voucher or refund
- - Replace the product (subject to availability)
What happens if I receive the incorrect item?
Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up of the incorrectly shipped item at no cost to you.
You can report an incorrect item received via the Help Centre and selecting ‘Report a problem’. Alternatively you can go to My Account. If you're not signed into your account you'll be asked to sign in. Choose the item affected and select 'Wrong item received'. Add your photos or video and comments. Submit your request and keep an eye on your emails for our updates
What happens if I am missing an item from my order?
Our items ship out from multiple warehouses around Australia and this means different products will ship from different locations and may not arrive at the same time. Once an item has left our warehouse you will be sent a "shipped" email confirmation with tracking details. The email will specify which items have shipped and you will receive a separate email for items from multiple warehouses.
If the tracking for the missing items shows as delivered then please let us know within 3 business days which item is missing and we will further investigate this.
What happens if an item arrives with missing parts?
Very occasionally we may accidentally ship the item to you with missing parts. If you have received an item with missing parts, let us know and send us a photo of the assembly instructions circling the missing parts as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the missing parts or provide compensation to you to obtain the missing parts.
You can report missing parts via the Help Centre and selecting ‘Report a problem’. Alternatively you can go to My Account. If you're not signed into your account you'll be asked to sign in. Choose the item affected and select 'Item is missing parts'. Add your photos or video and comments. Submit your request and keep an eye on your emails for our updates.
Can I cancel an item from an order after it has been placed?
You're welcome to request to cancel an item from your order through Your Account before the order has reached its dispatch processing stage. After that, cancellation of items will not be possible.
Can I change the shipping address after the order has been placed?
You may request to change the shipping address on an order, only before an order reaches the dispatch processing stage. After an order, reaches the dispatch processing stage, address changes may not be possible.
Can I add an item to an order after it has been placed?
Unfortunately not, once an order has been finalised no additional items can be added. A separate order would need to be placed.
Can I hold an order from being shipped?
Unfortunately, we are unable to hold orders.
How do I report a damaged or faulty item received?
You can report a damaged or faulty item via the Help Centre and selecting ‘Report a problem’. Alternatively you can go to My Account. If you're not signed into your account you'll be asked to sign in. Choose the damaged or faulty item and select 'Report a problem'. Then select 'Item is damaged or faulty'. Add your photos or video and comments. Submit your request and keep an eye on your emails for our updates.
What should I do with the damaged item?
We're really sorry that you've received a damaged item. You can report a damaged item online, it's easy!
First, avoid handling any broken glass and safely unplug any items with an electrical fault. You'll need to add some photos or videos when you report the problem. Do not try an video an electric fault - it is not safe.
You can report a damaged item via the Help Centre and selecting ‘Report a problem’. Alternatively you can go to My Account. If you're not signed into your account you'll be asked to sign in. Choose the item affected and select 'Item is damaged or faulty'. Add your photos or video and comments. Submit your request and keep an eye on your emails for our updates.
Please don't dispose of the damaged item until you have heard from us. If possible, keep all contents in its original packaging
What payment methods do you have?
We offer payments via Visa, MasterCard, American Express, Google Pay, Apple Pay, PayPal, PayPal Pay in 4, ZipPay, Afterpay, Humm, Store Credit and Gift Cards.
Please note that payment options may vary depending on your location and the products you are purchasing.
No, we unfortunately don’t offer a layby service. We offer ZipPay, Afterpay, Humm and PayPal Pay in 4 as payment options that may be of assistance to you.
How do I pay an outstanding balance on an order?
To settle an outstanding balance you just follow these steps:
1. Log into the Temple & Webster website
2. Under "Account" in the top right hand corner, select "My Orders"
3. Click on "Order Details" on the left
4. Click on "Manage Payments" just above "Ask a Question About this Order"
5. Fill in the credit card and billing details, then click the submit button
Do you offer Afterpay as a payment method?
Yes, we offer Afterpay as a payment method. The minimum purchase amount is $99 and the maximum purchase amount is $1,500.
Do you offer ZipPay as a payment method?
Yes, we offer ZipPay as a payment method on orders up to $1,000.
Can I do a bank transfer of funds for my order?
If your order is over $500 we can assist you with placing your order via a bank transfer. Please call us on 1300 900 675 to place your order.
How do I edit my subscriptions?
You can edit your subscriptions in the My Account section of the website.
You can then select the emails you want to receive or unsubscribe from everything. It can take up to 5 business days for your preferences to be applied.
You can unsubscribe from receiving special offers, hearing about promotions, and our newsletter in the My Account section of the website.
You can then select the emails you want to receive or unsubscribe from everything. It can take up to 5 business days for your preferences to be applied
We're sorry to hear you have forgotten your password, you can reset your password by entering your email address from the Forget Password section and we will send you an email.
How do I update my email address or password?
You can update your email address and/or password in the My Account section of the website.
How do I update my shipping and/or billing address on my account?
You can update your shipping and/or billing address in the My Account section of the website.
How do I update my saved payment method?
You can update your saved payment methods in the My Account section of the website.
You can view your orders in the My Account section of the website.
How do I leave a review for a product I have purchased?
You can leave a review on any purchased product in the Review Your Purchases section of the website.
You will need to be logged into your account to do so.
How do I check my gift card or store credit balance?
You can check your gift card or store credit balance in the My Account section of the website.
How do I obtain a tax invoice for an order?
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