Frequently Asked Questions

Made to Order Furniture and Stocked Furniture

How do I place an online order?

Items can be added to your bag whenever you see the Buy Now icon.  When you are ready to place your order, click on the shopping bag icon in the top right hand corner of your screen and follow the prompts to sign in or register for an account.

How long will my furniture take to make?

Our standard lead time is 6-8 weeks on most made to order items. 

Lead times can vary during the year due to workload.

Currently we are cannot accept any new orders for Pre-Christmas deliveries so any new orders placed now will be delivered in January 2020.

Upon confirmation of you order you will receive updates from our customer care team. 

What are my online payment options?

Online purchases are made easy and secure with a selection of payment options, including credit cards. Unfortunately, at present, we cannot accept gift cards or store credits for online purchases but please contact one of our stores for further assistance should you wish to redeem a gift card or use a store credit.

How will I know that you have received my online order?

We will send an email confirming your order with specific detail around any made to order lead times. Our transport company will contact you 10 days prior to delivery of your made to order furniture.

How do I edit the information in my online account?

Log in to your account, your name will appear in the right hand window.  To edit account information and delivery details, click on Edit and update accordingly.

Where do you make your furniture?

Every Jardan piece is made to order in Melbourne, Australia.

Do you ship your furniture and lighting internationally?

We offer international shipping on our full collection with an established worldwide distribution team. At this stage we are unable to process international orders through our Online Store, please contact Jardan for a quotation.

Please note our lighting range is also available to ship worldwide, however please note all luminaires are made to suit Australian power points and run on a 220v-240v 50Hz supply only.  Jardan certifies Table and Floor lamps to AS/NZ standard only.  If a table/floor lamp is purchased, an appropriate transformer and/or adapter must be used to suit your country.  Non-prescribed articles such as pendants and wall lights are RCM certified and require installation by a qualified electrician.  Due to the nature of integrated LED lighting some pendants/wall lights contain electronic drivers which may not be suitable with other voltages.  Please see individual specification sheets for more information on power and certifications.  Jardan takes no responsibility for any damage to light fittings installed incorrectly.

Do you work with trade?

Each Jardan store houses a specialist industry team to service Interior Designers, Decorators, Architects and Stylists.  With an understanding of the industry and in-depth knowledge of the Jardan collection, the team is on hand to assist with product pricing and the selection process, as needed.  Working in support of leading architecture and interior design firms, Jardan offers furniture, lighting and styling collections for residential use as well as within the workplace, retail and hospitality environments, hotels and resorts and educational and government fit-outs.

See the downloads section below to fill out a trade application form.


Can I use my own fabric?

Jardan offers an extensive collection of house fabrics and finishes suitable for a broad scope of use and selected specifically for their performance and suitability for our designs. If there is something particular that you are looking for, please ask your sales consultant.

What if I have a complaint?

Please contact customercare@jardan.com.au and we will assist promptly with your query.

Can I cancel an order / what is your returns policy? (for made to order)

Please choose carefully, we do not offer refunds or exchanges if you change your mind or make a wrong decision. You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described or are different to the product purchased on the website. For any additional questions, please refer to our Terms & Conditions in our Resources section. 

Can I amend an order once it is placed?

Please contact us within 24 hours if your order requires any changes. Unfortunately changes after this time may not be possible or will incur additional charges.

Do you have design visits?

Yes! Please contact your local showroom to make an appointment or visit our in-house design consultants website page.

I have forgotten my password?

Simply enter your email address in to the account login field and an email will be sent to your account to reset your password.

I saw an item in store it is not online can I purchase it?

Our complete range is available to purchase online. If you can’t find what you are looking for, please email onlinestore@jardan.com.au

My order has arrived damaged, who do I contact?

Please complete our After Sales Form with images of the damage to begin the claim. The after sales form can be downloaded on our Terms & Conditions page.

How do I track my order?

We will email you updates in regard to your Order.  When your order is completed you will be called to arrange delivery.  Please note once item is completed we will deliver this to you and do not have storage facilities.

What are your COVID delivery/manufacturing produces?

All Australians are dealing with unprecedented circumstances and we all have a responsibility to minimise the risks associated with the current COVID-19 public health emergency. Under Work Health and Safety Laws your premises are considered as a workplace and Jardan Australia has a responsibility to ensure our staff have a safe work environment. We also have a social responsibility to consider our customers wellbeing. Due to this, we have adopted internal policies and procedures to reduce the risk to our customers and employees.

What does your standard delivery service include?

For our furniture, the freight charge covers a single delivery at ground level, easy access during normal weekday delivery hours. The service also includes rubbish removal, placement and assembly if required. We do ask that someone is onsite to check and sign for all furniture deliveries.

How do I change my delivery address?

Please double check your delivery address prior to placing the order. We are able to change the delivery address, as long as the order has not been despatched. Please make contact with our head office or email onlinestore@jardan.com.au and we will do our best to make the changes.

Is it possible to pick up my order from your warehouse or showroom?

Unfortunately we cannot facilitate pickups from our warehouse or showrooms.

Homewares

How do I place an online order?

Items can be added to your bag whenever you see the Buy Now icon.  When you are ready to place your order, click on the shopping bag icon in the top right hand corner of your screen and follow the prompts to sign in or register for an account.

What are my online payment options?

Online purchases are made easy and secure with a selection of payment options, including credit cards. Unfortunately, at present, we cannot accept gift cards or store credits for online purchases but please contact one of our stores for further assistance should you wish to redeem a gift card or use a store credit.

How will I know that you have received my online order?

You will receive an automated email confirming your online order.  If you cannot see this email, please check your junkmail. You can also check your order history and status in My Orders within your account. Once your order has been dispatched, you will receive confirmation along with an estimated delivery date. Orders are processed Monday to Friday (excluding public holidays).  Orders received on weekends or holidays will be processed the next business day. Delivery times for all homeware products are 2– 5 business days from the time of order.  Slight delays may occur during holiday or sale period. Rugs, Art and have lead times of VIC 1-2 weeks, NSW 2-3 weeks, QLD 2-3 weeks, SA 2-3 weeks and TAS and NT 4 weeks

How do I edit the information in my online account?

Log in to your account, your name will appear in the right hand window.  To edit account information and delivery details, click on Edit and update accordingly.

Do you ship your lighting internationally?

Please note our lighting range is also available to ship worldwide, however please note all luminaires are made to suit Australian power points and run on a 220v-240v 50Hz supply only.  Jardan certifies Table and Floor lamps to AS/NZ standard only.  If a table/floor lamp is purchased, an appropriate transformer and/or adapter must be used to suit your country.  Non-prescribed articles such as pendants and wall lights are RCM certified and require installation by a qualified electrician.  Due to the nature of integrated LED lighting some pendants/wall lights contain electronic drivers which may not be suitable with other voltages.  Please see individual specification sheets for more information on power and certifications.  Jardan takes no responsibility for any damage to light fittings installed incorrectly.

At this stage we are unable to process international orders through our Online Store, please contact Jardan for a quotation.

What if I have a complaint?

Please contact customercare@jardan.com.au and we will assist promptly with your query.

Can I cancel an order / what is your returns policy? (for made to order)

Please choose carefully, we do not offer refunds or exchanges if you change your mind or make a wrong decision. You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described or are different to the product purchased on the website. For any additional questions, please refer to our Terms & Conditions in our Resources section.

Can I amend an order once it is placed?

Please contact us within 24 hours if your order requires any changes. Unfortunately changes after this time may not be possible or will incur additional charges.

I have forgotten my password?

Simply enter your email address in to the account login field and an email will be sent to your account to reset your password.

I saw an item in store it is not online can I purchase it?

Our complete range is available to purchase online. If you can’t find what you are looking for, please email onlinestore@jardan.com.au

My order has arrived damaged, who do I contact?

Please complete our After Sales Form with images of the damage to begin the claim. The after sales form can be downloaded from our Terms & Conditions page

How do I track my order?

We will email you updates in regard to your Order.  When your order is completed you will be called to arrange delivery.  Please note once item is completed we will deliver this to you and do not have storage facilities.

What are your COVID delivery/manufacturing produces?

All Australians are dealing with unprecedented circumstances and we all have a responsibility to minimise the risks associated with the current COVID-19 public health emergency. Under Work Health and Safety Laws your premises are considered as a workplace and Jardan Australia has a responsibility to ensure our staff have a safe work environment. We also have a social responsibility to consider our customers wellbeing. Due to this, we have adopted internal policies and procedures to reduce the risk to our customers and employees.

What does your standard delivery service include?

The freight charge covers a courier drop off only service. You will receive tracking notifications on when to expect delivery.

How do I change my delivery address?

Please double check your delivery address prior to placing the order. We are able to change the delivery address, as long as the order has not been despatched. Please make contact with our head office or email onlinestore@jardan.com.au and we will do our best to make the changes.

Is it possible to pick up my order from your warehouse or showroom?

Unfortunately we cannot facilitate pickups from our warehouse or showrooms.

Downloads