Frequently Asked Questions

Have a question? Most answers are below — these are the topics our customers ask us most often via email, phone and live chat. If you can't find what you're looking for, reach us on any of these channels:

Our team replies within one business day, Monday to Friday (Sydney time).

Delivery & Shipping

When will my order arrive?

In-stock orders are dispatched within 0–3 business days (Mon–Fri) from our nearest warehouse. Estimated transit times:

  • Sydney / Melbourne / Brisbane Metro — 2–5 business days
  • Other capital cities — 3–7 business days
  • Regional & remote areas — 7–14 business days

You will receive a Shipment Notification email with your tracking number once your order is dispatched.

Is shipping free?

Yes — free standard shipping on orders over $600 within Sydney, Melbourne and Brisbane Metro areas. Outside these zones, the final shipping cost is calculated at checkout based on your postcode and item size.

What does "Pre-order" mean? How long until I get a pre-order item?

Pre-order items are not currently in stock but already on their way from our supplier. Typical lead time is 3–6 weeks depending on the product — the expected ETA is shown on each pre-order product page. Once stock arrives at our warehouse, we ship within 0–3 business days.

What time will my delivery arrive?

Our courier partners deliver between 8 AM and 8 PM on business days. We cannot guarantee a specific time slot or provide pre-delivery calls. The courier will text you closer to the day with a delivery window.

Is a signature required for delivery?

Yes — for security, a signature is required upon delivery. If you won't be home, we offer two alternatives:

  • Warehouse Storage — we can hold your items until you return.
  • Safe Place — we can leave your items in a designated secure area (must be approved in writing).

Please contact us before delivery to arrange either option.

Do you deliver upstairs?

Standard delivery is to the ground floor only. If you need delivery to an upper floor (no lift), an additional charge applies — please contact us in advance to arrange this.

Do you deliver to my area?

Yes — we ship Australia-wide, including Tasmania and Western Australia. For remote areas, an additional fee may apply; if so, we'll contact you to confirm before charging.

Will my order arrive in one shipment?

Not always. We store stock across three warehouses (Sydney, Melbourne, Brisbane) to ship faster. When your order contains items from different warehouses, it may be split into multiple shipments — each with its own tracking number.

What if I entered the wrong address?

Please email us immediately at info@ozstudydesks.com.au with your order number. If the order has already been dispatched and is returned because of an incorrect address, the customer is responsible for return and reshipment costs.

Pickup

Can I pick up from your warehouse?

Yes — pickup is available from any of our three warehouses, by appointment:

  • Sydney — Silverwater
  • Melbourne — Oakleigh
  • Brisbane — Archerfield

Select Local Pickup at checkout and we'll email you to arrange a pickup time. We don't currently have a public showroom.

Sizing & Suitability

Is this desk / chair for kids or adults?

Our products are designed for all ages. The recommended height range and dimensions are listed on each product page. If you're unsure, message us with the user's height and we'll recommend a model.

Where do I find product dimensions?

Full dimensions (Height × Width × Depth) are in the Dimensions section of each product page. For sets (desk + chair), the desk and chair dimensions are listed separately.

My item is 1–3 cm different from the listed dimensions — is it faulty?

No. Due to natural wood and manufacturing tolerances, a size variation of 1–3 cm is within our acceptable range and is not considered a defect.

Assembly

Is the desk / chair flat-packed? How difficult is assembly?

Yes, most items are flat-packed for cost-effective shipping. Assembly is generally simple — we recommend 1–2 people. Printed instructions are included in the box, and a PDF copy is linked on each product page.

I'm stuck on assembly — can someone help?

Yes — email info@ozstudydesks.com.au with a photo of where you're stuck, or call (02) 8527 0590. Our team typically responds within one business day with a walk-through, and we'll ship out replacement parts if anything is missing or damaged.

Damaged or Missing Parts

My item arrived damaged or with missing parts — what do I do?

We're sorry. Please inspect your order on delivery and contact us immediately with:

  1. Your order number
  2. Clear photos of the damage or what's missing
  3. A photo of the box exterior

Email info@ozstudydesks.com.au, call (02) 8527 0590, or use live chat. We'll arrange a replacement part or full replacement at no extra cost.

A screw hole on my desk doesn't line up correctly.

This is one of the most common items we resolve — same process. Email photos and we'll ship a replacement panel promptly.

Cancellations, Returns & Refunds

Can I cancel my order?

Yes — you can cancel any time before your order has been shipped or picked up. Please email us with your order number as soon as possible.

Please note: a 3% processing fee may apply on pre-shipment cancellations. This fee is charged by the third-party payment provider (PayPal, Afterpay, etc.) and will be deducted from your refund.

What is your return policy?

We have a 90-day return policy — you have 90 days from the day you receive your item to request a return. To be eligible:

  • Item must be in the same condition you received it — unused, with tags, in original packaging
  • You must have your receipt or proof of purchase

To start a return, contact info@ozstudydesks.com.au. Once approved, we'll send instructions on how and where to send your item. Items sent back without an approved return will not be accepted.

I changed my mind — do I have to pay anything to return it?

Yes. For change-of-mind or ordering-the-wrong-item returns:

  • 20% restocking fee is deducted from your refund
  • You arrange and pay for return shipping (either drop-off at our warehouse or via your own courier)
  • A paid pickup service is available — please contact us for a quote

This restocking fee does not apply when the return is due to a faulty / damaged item or our error.

Can I exchange an item?

The fastest way is to return the original item, and once your return is accepted, place a new order for the replacement item.

What can't be returned?

Sale items and gift cards cannot be returned or refunded.

How long do refunds take?

Once we've received and inspected your return, we'll notify you of the approval status. Approved refunds are issued to your original payment method within 10 business days. Your bank or card company may take a few extra days to post the funds.

Stock & Availability

How do I know if a product is in stock?

If you can add the item to cart and check out at full price, it's in stock and ships within 0–3 business days. Pre-order items are clearly labelled. Sold-out items show a Notify me when back in stock button — enter your email and we'll let you know.

Payment & Invoices

Do you provide a tax invoice / GST receipt?

Yes — a GST tax invoice is automatically emailed with your order confirmation. If you need a copy resent, email us with your order number.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Union Pay, Shop Pay, PayPal, Afterpay, Apple Pay and Google Pay.

Order Tracking

How do I track my order?

Once your order ships, you'll receive a Shipment Notification email with your tracking number and estimated delivery date. You can also visit our Track My Order page anytime.

Still need help?

Reach us on any of the following — we typically reply within one business day, Mon–Fri (Sydney time):