FAQs
Frequently Asked Questions
Ordering & Payments
Q: Which payment methods do you accept?
A: We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay at checkout.
Q: Can I change or cancel my order after placing it?
A: We may be able to assist if your order has not yet been processed or shipped. Please contact us as soon as possible with your order number. Custom-made, personalised, or pre-order items may not be eligible for cancellation once preparation or production has begun.
Shipping & Delivery
Q: How much is delivery and how long does it take?
A: We offer free standard shipping on all orders, with no minimum spend. Orders are typically processed within 1–3 business days, with estimated delivery within 5–10 business days once dispatched, depending on the destination. Delivery timeframes may vary during peak periods or due to carrier delays.
Q: How do I track my order?
A: Once your order has been dispatched, you will receive a tracking link by email. You can also track your order at any time through our Track My Order page.
Q: Where do you ship?
A: We ship to addresses within Australia.
Products & Stock
Q: Are the dimensions accurate, and will the item fit my space?
A: The dimensions listed on each product page are given in centimetres and measured from the widest points. We recommend checking doorways, lifts, hallways, and stairwell clearances before placing your order to ensure a suitable fit.
Q: What if an item is on pre-order?
A: Estimated arrival timeframes for pre-order items are listed on the relevant product page. If there are any changes to the expected timeline, we will keep you informed by email.
Returns & Warranty
Q: What is your returns policy?
A: We accept change-of-mind returns within 30 days of delivery, provided the item is unused, in its original condition, and returned in its original packaging. This is a voluntary policy offered in addition to your rights under the Australian Consumer Law. To arrange a return, please contact us with your order number and details. For full information, please refer to our Return & Refund Policy.
Q: What if my item arrives damaged or faulty?
A: Please contact us as soon as you notice the problem and include clear photos of both the packaging and the item. Under the Australian Consumer Law you are entitled to a repair, replacement or refund for goods that are faulty, not as described, or not of acceptable quality, and where the failure is major the choice of remedy is yours.
Q: Is there a warranty?
A: Yes, our products include a 12-month manufacturer’s warranty covering defects in materials and workmanship. This warranty is in addition to, and does not limit, your rights under the Australian Consumer Law.
Care & Materials
Q: How should I care for my furniture and homewares?
A: Care instructions are included on each product page. As a general guide, we recommend using coasters, wiping spills promptly, and avoiding harsh cleaning products, direct heat, and prolonged exposure to sunlight. For fabric items, gently spot clean with a damp cloth and always test cleaning products on a discreet area first.
Contact
Q: How can I get in touch?
A: You can contact us by email at support@loftandstone.com, and we typically respond within 1 business day.
For More Information
Trading Name: Loft & Stone
Registered Business Name: LJC Ventures LLC trading as Loft & Stone
Registered Address: 30 N Gould St, Ste R, Sheridan, WY 82801, United States
Email: support@loftandstone.com