Shipping policy

Shipping & Delivery Policy

Last updated: 8 August 2026

At Boneless Couch, we work with furniture and freight carriers to deliver orders throughout Australia as safely and efficiently as possible.

This policy explains our order processing, dispatch, delivery estimates, pre-order arrangements and other important shipping information.

1. Order Processing & Dispatch

For products that are in stock:

Orders are typically dispatched within 1–2 business days
Orders are processed Monday to Friday, excluding public holidays
Once your order has been dispatched, we will send you a shipping confirmation
Tracking information will be provided where available

During sales, peak periods or other unusually busy periods, dispatch may take slightly longer.

2. Pre-Order Items

Some products may be available for pre-order before stock arrives at our warehouse.

Where a product is offered for pre-order:

The estimated stock arrival timeframe will normally be shown on the product page
The estimated arrival date refers to stock arriving at our warehouse, not delivery to your home
Orders will be dispatched as soon as reasonably possible after stock becomes available

For pre-order products:

Total estimated delivery time = pre-order lead time + delivery timeframe after dispatch.

Pre-order arrival dates are estimates and may change due to manufacturing, freight, customs, port congestion, supply chain issues or other circumstances outside our reasonable control.

If there is a significant change to the expected availability of a pre-order product, we will endeavour to keep affected customers informed.

3. Estimated Delivery Timeframes

Delivery estimates are calculated from the date your order is dispatched, not from the date the order is placed.

Typical delivery estimates are:

Metro Areas

Melbourne: 2–3 business days
Sydney: 3–6 business days
Canberra: 5–8 business days
Brisbane: 5–8 business days
Adelaide: 5–8 business days
Perth: 7–11 business days

Regional Areas

Regional Australia: approximately 10–18 business days

These timeframes are estimates only.

Actual delivery times may vary depending on:

Your location
Product size and number of packages
Carrier availability
Regional freight schedules
Public holidays
Weather
Peak delivery periods
Other circumstances outside our reasonable control

Where a product page displays a more specific delivery estimate for a particular item or location, that estimate should be read together with this Shipping Policy.

4. Large Furniture Deliveries

Our sofas and lounge products are large furniture items, even though many are compressed for more practical transportation.

Before ordering, please ensure:

Your delivery address is accurate
Your phone number and contact information are correct
There is suitable access to the delivery location
Doorways, lifts, stairways and hallways can accommodate the delivered packages

Customers are responsible for providing accurate delivery information.

Additional charges may apply where a delivery cannot be completed because of:

Incorrect or incomplete address information
Inadequate access
Customer-requested redelivery
Other circumstances caused by information or instructions supplied by the customer

5. Receiving Your Delivery

Depending on the carrier, location and delivery service, your order may:

Require someone to be present to receive it
Be left in a safe location where authorised
Require a delivery appointment
Be subject to a redelivery arrangement if delivery cannot be completed

Carrier procedures may vary by location.

If a redelivery is required because the customer was unavailable or suitable access was not provided, additional freight charges may apply.

6. Split Shipments

Some orders may arrive in more than one package.

For example:

Some sofa models are shipped in multiple compressed packages
Different products in the same order may be dispatched separately
Pre-order and in-stock products may be dispatched at different times
Products may occasionally be fulfilled from different locations

Receiving one package does not necessarily mean your entire order has been delivered.

Where available, separate tracking information may be provided.

7. Delivery Delays

Delivery timeframes shown on our website are estimates and cannot always be guaranteed.

Delays may occur due to circumstances including:

Carrier delays
Weather events
Public holidays
Peak shopping periods
Road or transport disruptions
Supply chain delays
Warehouse disruptions
Regional freight schedules
Events outside our reasonable control

We will make reasonable efforts to assist you if your shipment is significantly delayed.

Nothing in this policy limits any rights or remedies you may have under Australian Consumer Law.

8. Damaged, Faulty or Incorrect Deliveries

Please inspect the exterior packaging and your product as soon as reasonably practical after delivery.

If your order arrives:

Damaged
Faulty or defective
Incorrect
Missing an expected package or item

please contact us as soon as reasonably possible at:

support@bonelesscouch.com.au

Please include:

Your order number
A description of the issue
Clear photos or videos where relevant
Photos of the external packaging if it arrived damaged

We will assess the issue and provide an appropriate resolution in accordance with our Return & Refund Policy and Australian Consumer Law.

We do not impose a strict 48-hour limit that removes your rights in relation to faulty or damaged products.

9. Lost or Missing Shipments

If tracking indicates that your order has been delivered but you cannot locate it, please:

Check around the delivery location and any designated safe place
Check with other members of your household or building where appropriate
Review the tracking information supplied by the carrier
Contact us if you are still unable to locate the shipment

If a shipment appears to have been lost in transit, we will work with the relevant carrier to investigate.

10. Risk and Responsibility

We take reasonable care when arranging shipment of your order.

Risk in the goods passes to you upon delivery to the extent permitted by law.

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded under Australian Consumer Law.

11. Change of Mind Returns

Shipping and delivery arrangements for change of mind returns are governed by our Return & Refund Policy.

For approved change of mind returns:

The product must remain eligible under our Return & Refund Policy
Return freight is generally the customer's responsibility
Original delivery charges are generally non-refundable, except where required by law

Because sofas are large items, return freight can be significant.

Please contact us before arranging a return.