Shipping & Returns
Delivery Information
Trovato partners with specialist furniture delivery providers to ensure your pieces arrive safely and are handled with the care premium furniture deserves. Delivery charges are calculated per order rather than per item, allowing multiple pieces to be delivered together under a single delivery fee.
The delivery charges outlined below apply to metropolitan and surrounding areas of Brisbane, Gold Coast, Sunshine Coast, Sydney Metropolitan and Melbourne Metropolitan areas. Deliveries outside these areas, including regional and remote locations, may incur additional charges and will be quoted separately prior to dispatch.
Delivery Charges
| Order Value (inc GST) | Delivery Charge |
| Up to $400 | $19 |
| $401 – $1,000 | $149 |
| $1,001 – $2,500 | $199 |
| $2,501 – $5,000 | $299 |
| $5,001 – $10,000 | $349 |
| $10,001+ | $399 |
Delivery Options
Standard Delivery
Our Standard Delivery service is designed for furniture and larger items.
Includes:
– Scheduled delivery appointment
– Delivery to your room of choice
– Two-person furniture handling where required
– Delivery during business hours
Does not include:
– Assembly or installation
– Packaging removal
– Disposal of cartons, wrapping or pallets
Please note:
The receiver must be present at the time of delivery. Clear and safe access must be available to the delivery location. Delivery personnel are unable to move existing furniture or household items.
Complete Delivery (+$299)
Our Complete Delivery service provides a premium installation experience and is available for eligible metropolitan locations.
Includes:
– Delivery to your room of choice
– Assembly where required
– Positioning of furniture within the room
– Removal and disposal of packaging materials
Please note:
– The receiver must be present at the time of delivery.
– Clear and safe access must be available to the delivery location.
– Additional charges may apply for oversized items, difficult access requirements or locations outside our standard service areas.
Small Items, Accessories & Selected Furniture
Smaller accessories, portable lamps, selected decorative items and certain smaller furniture pieces may be delivered via courier or parcel services where appropriate.
Courier deliveries are generally:
– Delivered to the front door, reception area or mail room
– Tracked electronically
– Not delivered to a room of choice
– Not eligible for assembly or packaging removal services
Examples may include:
– Portable lamps
– Decorative accessories
– Cushions
– Wall shelves
– Side tables
– Other smaller furniture items that can be safely transported via courier networks
The delivery method selected will depend on the size, weight, fragility and destination of the product.
Delivery Timeframes
For in-stock items, estimated delivery timeframes are:
– Brisbane, Gold Coast & Sunshine Coast: 3–10 business days
– Sydney Metropolitan Area: 5–10 business days
– Melbourne Metropolitan Area: 5–10 business days
– Regional and remote locations: additional time may apply
If an item is not currently in stock, a member of the Trovato team will contact you following your order with an estimated delivery timeframe. Delivery timeframes are estimates only and may vary depending on product availability, weather conditions and carrier scheduling.
Property Access & Delivery Requirements
Trovato and its delivery partners will make every reasonable effort to complete your delivery smoothly and efficiently.
It is the customer's responsibility to ensure adequate access is available to the delivery location, including doorways, hallways, lifts, stairwells and any other access points required to safely move the furniture into the property.
If you are concerned about access, apartment deliveries, stair access, lift dimensions or any other delivery considerations, we encourage you to contact us prior to ordering and our team will be pleased to assist.
Additional charges may apply where special access requirements, excessive stairs, crane lifts, multiple delivery personnel, difficult site access or return visits are required. Delivery personnel are unable to move existing furniture or household items to accommodate new products.
Regional & Remote Deliveries
Trovato can arrange delivery Australia-wide. If your postcode falls outside our standard metropolitan delivery areas, please contact us prior to ordering or submit an enquiry via our Contact Us page and our team will provide a tailored delivery quotation. We are committed to finding the most suitable delivery solution regardless of your location.
Storage Requests
If you require delayed delivery or temporary storage of your order, please contact our team prior to placing your order. Storage may be available by prior arrangement but cannot be guaranteed. Additional storage charges may apply depending on the duration and size of the order.
Change of Mind Returns
We understand that selecting furniture online can sometimes be difficult. Subject to the conditions below, Trovato may offer a store credit for approved change-of-mind returns requested within 7 days of delivery.
To be eligible:
– The item must be unused.
– The item must be in original condition.
– The item must be returned in its original packaging.
– The item must not have been assembled, installed or modified.
– The return must be approved by Trovato prior to being shipped.
Please note:
– Return freight costs are the responsibility of the customer.
– Original delivery charges are non-refundable.
– Made-to-order, custom, special-order, clearance or discontinued items are not eligible for change-of-mind returns.
– Items returned without original packaging or not in original condition may incur handling, re-packaging or refurbishment fees.
It is the customer's responsibility to ensure all returned items are packaged safely and securely for transport. Trovato cannot accept responsibility for items lost or damaged during return transit.
Once the returned item has been received and inspected, an approved store credit will be issued within 7 business days.
Faults, Damages & Natural Materials
Many Trovato products are crafted using natural materials and hand-finished processes. Variations in timber grain, stone veining, leather markings, colour variation, texture and other naturally occurring characteristics are considered part of the unique character of each piece and are not regarded as defects. Each product is individually produced and subtle variations may occur between pieces.
Shipping Damage Claims
If your item arrives damaged, please notify Trovato within 48 hours of delivery. To assess the claim, we require:
– A clear description of the damage
– Photographs of the damage
– Photographs of the external packaging
– A photograph of the shipping label
Claims submitted outside this timeframe may affect our ability to recover costs from our delivery partners and may impact the claim outcome.
If a product is determined to be faulty, damaged in transit or does not meet acceptable quality standards under Australian Consumer Law, Trovato will work with you to provide an appropriate remedy.
Once an order has been received and accepted, responsibility for the care, handling and use of the product transfers to the customer.
Will It Fit?
It is the customer's responsibility to ensure products will fit through doorways, hallways, stairwells, lifts and other access points prior to purchase. Product dimensions are available on each product page. If you have any concerns regarding access, please contact our team prior to ordering. Failed deliveries resulting from access restrictions may incur additional delivery, storage or re-delivery charges.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available to consumers under Australian Consumer Law. Customers may be entitled to a repair, replacement or refund where goods fail to meet consumer guarantees under applicable legislation.
Ownership of Goods
Ownership of goods passes to the customer upon delivery and full payment of the purchase price.
Changes to These Terms
Trovato reserves the right to amend these terms and conditions at any time without prior notice.
Governing Law
These Terms and Conditions are governed by the laws of Australia and subject to the non-exclusive jurisdiction of the Australian courts.
International Shipping
Trovato supplies furniture to clients worldwide and can arrange efficient international freight solutions for commercial projects, retailers, developers and trade customers.
Through our established global logistics network, we coordinate 20-foot and 40-foot container shipments to most international destinations. Selected collections are held in stock and available for prompt packing and dispatch, enabling efficient fulfilment and reduced lead times.
For export enquiries, container-load pricing or international freight quotations, please contact logistics@trovato.au. Our team will be pleased to assist with freight planning and delivery solutions tailored to your project.
