Outdoor Living Direct FAQs: Everything you need to know about us!

Do you have a showroom where I can see your products before I purchase?

Yes we have 2 Melbourne showroom locations – Cheltenham and Hoppers Crossing.

Both are large, air conditioned showrooms open to the public 7 days a week with all of our products (not necessarily every colour) on display.

Cheltenham: 337 Warrigal Road Cheltenham VIC

Hoppers Crossing: 283 Old Geelong Road Hoppers Crossing VIC

Unfortunately we don’t have showrooms outside Victoria yet, however we do deliver interstate.

What days do you open?

We are open every day of the year, except Christmas Day, New Year’s Day, Good Friday, and Anzac Day.

What are your opening hours?

We are open Monday to Friday 9am to 5pm, Saturday 9am to 5pm and Sunday 10am to 5pm.

Can I call and speak to someone regarding a product?

Yes you can call and speak to one of our highly trained customer service representatives between the hours of Monday to Friday 9am to 5pm, Saturday 9am to 5pm and Sunday 10am to 5pm. To reach our Cheltenham head office call 1300 067 138 or to speak to someone at our Hoppers Crossing store call (03) 8742 2931. If we can’t answer your call please leave your details and we will call you back as soon as we can.

Alternatively we have a chat system on our website where you can ask a question and have a response within minutes. If you start a chat after hours we will respond to your query the next business day.

Can we pick up from your showroom/warehouse?

Yes, you are welcome to pick up from both our Cheltenham and Hoppers Crossing showrooms/warehouses free of charge. Appointments are necessary, especially if you’re wanting to pick up on the weekend, so please call beforehand – Cheltenham 1300 067 138 or Hoppers Crossing (03) 8742 2931. Please note limited pick-ups available from Hoppers Crossing, so we ask that you call or check with a staff member before making your way down there.

Do you deliver?

Yes, we deliver Australia wide. We use quality couriers to ensure your product(s) will arrive in perfect condition. We offer 3 delivery options – standard metro Melbourne deliveries, premium metro Melbourne deliveries and interstate deliveries.

Standard metro Melbourne deliveries: Once your order has been placed and paid for in full we will book your delivery in with Capital Couriers. A single driver will deliver to your nominated address on the agreed morning or afternoon. This service is based off a 3 to 4 hour time frame. The driver won’t ring beforehand and they will need assistance from you to unload. Goods will be unloaded next to vehicle only. All cardboard to remain with you the customer.

Premium metro Melbourne deliveries: Once your order has been placed and paid for in full we will call Capital Couriers and book in your job with them. They will then call you within 24-48 hours to arrange a day and time for delivery. Once a day and time has been nominated two couriers will deliver your product(s) to your nominated area. They won’t unpack the product and all cardboard is to remain with you the customer.

Interstate deliveries: Once your order has been placed and paid for in full we will dispatch your product(s) with our interstate courier company Blue Star Logistics. The time for delivery varies depending on your location. Once your item then reaches the closest Blue Star Logistics depot someone from Blue Star will call you to arrange a day and time for drop off. Please note drop off is in the driveway only.

Do you deliver to a PO Box?

No we don’t, only residential or business addresses.

How much is delivery?

The cost of delivery varies depending on the product and location. If shopping in-store one of our staff members can work out a delivery quote for you. If shopping online we offer a freight calculator which will work it out for you. Simply enter your state and postcode and a freight price will be calculated.

Are your products in stock?

Yes we have majority of our products in stock. If an item isn’t in stock it will be marked on the website with the arrival date. These items can still be purchased, but will be placed on back order until the product arrives. Once back in stock we will call you to arrange delivery/pick up.

Which payment methods can I use to pay for my order?

For an in-store order we accept cash, Visa, Mastercard, bank cheque, direct deposit (BSB and account number) and business or personal cheques (once we see cleared funds). For an online order we accept Visa, Mastercard, Pay Pal and direct deposit (BSB and account number).

Can I pay for my order over the phone?

Yes you can pay over the phone using a Visa or Mastercard. Our Cheltenham showroom can be contacted on 1300 067 138 whilst our Hoppers Crossing showroom can be reached on (03) 8742 2931.

Can I pay for my order at the time of delivery?

No you can’t. All orders must be paid in full before they can be dispatched from our warehouse.

Do you sell gift vouchers?

Yes we do. To arrange a gift voucher call our Cheltenham head office on 1300 067 138.

Can I layby my item?

Yes we offer a 4 week layby period. A 10% deposit is required for each new layby. If you require the item to be held longer than 4 weeks then an initial $50 storage fee is to be paid, followed by $10 per week there after. Please note your item(s) have to be paid in full before we can dispatch and deliver from our warehouse.

Can I pay a deposit?

Yes you can. A 10% deposit is required. We can hold items for 4 weeks. If you require the item to be held longer than 4 weeks then an initial $50 storage fee is to be paid, followed by $10 per week there after. Please note your item(s) have to be paid in full before we can dispatch and deliver from our warehouse.

Is your website safe to make payments?

Yes it is. We use ‘Verisign’ website encryption, the world’s largest and most secure SSL encryption security company, so all your details remain perfectly safe. We never keep credit card details on file.

Will I be supplied with an invoice after placing my order?

Yes, you will receive an Australian tax invoice after you purchase from us. If you have misplaced your invoice we will be happy to email you a new one. Simply email our customer service team on customerservice@outdoorlivingdirect.com.au and we will send you a new one.

When will my order be delivered?

Orders will be dispatched within 2-3 working days once full payment has been made.

If you opt for a premium delivery service we will book this in with Capital Couriers and then they will call you with 24-48 hours to arrange a day and time for delivery. This particular service isn’t same day.

Interstate deliveries vary depending on the location. Deliveries to SA, TAS, ACT and NSW take approximately 5-7 working days. Deliveries to QLD, WA and NT take approximately 7-10 working days.

What happens if my delivery arrives damaged?

If you receive a product from us that is damaged please contact us as soon as possible to arrange a replacement. You will not have to incur any shipping costs to return the item to us or to receive the new item. For further details see our terms and conditions page.

What if I change my mind?

At Outdoor Living Direct, we want to have as many ambassadors across Australia as we can, and will do everything in our power to make sure you’re happy. Therefore, if you buy from us and for any reason you are not delighted with your purchase, you can return your order to our warehouse for a full refund, provided you contact us within 30 days of arrival. Please note all shipping costs will be deducted from the refund, including shipping to you, and return to us, excluding damaged stock. See our terms and conditions page for further details.

What if I have missing parts in my order?

If you receive a delivery and notice there is something missing please call the store in which you bought from.

Where are the cushions in my order?

The cushions will generally be placed underneath the furniture. Once your delivery has arrived please turn the furniture upside down to see them.

What should I do with the left over cardboard after my delivery has arrived and I’ve unpacked my furniture?

All of our products are delivered in cardboard packaging to ensure the product stays intact during delivery. Most local councils have a free cardboard disposal system, so give them a call to arrange accordingly.

Do you have social media accounts?

Yes we do. We love new followers so check us out on the following accounts:

Facebook: https://www.facebook.com/outdoorlivingdirect/

Twitter: https://twitter.com/outdrlvngdirect

Pinterest: https://www.pinterest.com/outdrlvngdir/

Google+: http://bit.ly/1RZTgvJ

Instagram: https://instagram.com/outdoorlivingdirect

Youtube: http://bit.ly/1XnikzX

Why sign up to your newsletter?

By registering your email address and signing up to our newsletter on the homepage of our website: www.outdoorlivingdirect.com.au you will be kept up to date with new product arrivals, specials, promotions and events. Be the first to know what happening at Outdoor Living Direct, thanks to our detailed, weekly newsletter.

Do you have an eBay account?

Yes we do. We use eBay to sell ex-display showroom stock and returned stock from customers which may be faulty but we’ve refurbished to a proper selling condition. Our eBay name is outdoorlivingaustralia if you’re wanting to search our eBay range.

Why should I buy from Outdoor Living Direct?

As a team, we are passionate about outdoor living and entertaining. We believe in our products. We understand that furnishing an outdoor area is about more than just acquiring objects: it’s about enjoying the good life outdoors. It’s about making the most of great weather and the best of company. We do our bit to make this experience all that it can be by specialising in high quality items that offer the finest in comfort, style, durability and convenience. This means we’ll bend over backwards to ensure that every interaction you have with us is as pleasant and painless as possible. We want you to have a great time dealing with us, from your first queries through to your enjoyment of the luxurious, high quality product.

Who owns the business, is it Australian owned?

Outdoor Living Direct is a 100% family owned and Australian business. Our ABN is 19155694465. We have been operating for 5 years now and are continuing to grow. What started as a small 1 man team in a small warehouse in Moorabbin has now grown into a team of 30 with two large showrooms/warehouses in Melbourne. Each year the business continues to grow as new opportunities arise.

What types of products do you offer?

Our product range includes outdoor settings, outdoor sofas, balcony furniture, poolside furniture, garden accessories and more, in a range of materials, colours and fabrics. We have products to suit every outdoor area, from the cosiest inner city balcony to the most spacious backyard or commercial area.

We even have stuff for inside the house! We source our products from a mix of local and international suppliers, and have cut out a lot of the middlemen, allowing us to offer a full-service retail shopping experience at wholesale prices.

How do I search for products on your website?

The easiest way to browse for products on our website is through the top menu bar. We have a variety of categories with drop down sub-categories.

Another option is to use the search bar located on the top right hand corner of the website.You can use this area to search for a product you already you may have seen in the showroom or newspaper.

Are your products ideal for commercial use?

Yes they are. All of our products have been manufactured using the highest quality materials which will withstand constant usage. We regularly supply to hotels, restaurants, display homes, pubs and cafes Australia wide. For more information or to discuss commercial requirements call our Cheltenham head office on 1300 067 138.

What type of timber is used for your outdoor furniture?

Here at Outdoor Living Direct we choose to sell products that have been built using 100% plantation hardwood such as acacia and garuga. We believe these two timbers to be the most ideal materials for outdoor use because of their durability and density.

What should I use to protect my timber outdoor furniture?

Your new timber furniture may have been factory treated with an oil preservative, however we strongly recommend after unpacking and assembling your furniture, you thoroughly wipe clean your furniture removing any dust particles, then lightly oil the furniture with a quality outdoor timber oil such as Feast Watson and let dry. For more information on caring for our timber products check out our care page.

What is PE Wicker and how do I care for it?

All of the wicker furniture at Outdoor Living Direct has been manufactured using polyethylene wicker, otherwise known as PE wicker. PE wicker is a synthetic plastic which has been UV treated to ensure a prolonged life span. One of the advantages of PE rattan is its low maintenance.  To clean PE rattan, simply brush down the rattan using a soft brush to remove loose dirt and dust.  Wipe down the rattan regularly using a cloth and mild soapy water, then rinse off using a bucket or hose.  Make sure you remove the cushions first!  Avoid using chemical cleaners.

Australia’s harsh environment will ultimately damage anything that is left exposed to the sun for long periods, including buildings, cars and furniture. In extreme conditions, PE rattan can start to deteriorate and will become brittle in as little as 18 months, if it is constantly exposed to the sun. We strongly recommend that your rattan furniture is either covered, or stored out of the sun when not in use. We are able to supply custom made covers for all outdoor products – please contact customer service for a quotation. For more information on polyethylene rattan please check out our buyer’s guide to wicker furniture.

What is tempered glass?

Tempered glass is glass that has gone through a strengthening process. Otherwise known as toughened glass, tempered glass is ideal for outdoor use because of its strength and durability. Although tough, it’s not unbreakable, therefore we do recommend caring for it as you would any type of glass. Avoid placing hot or cold items or anything too heavy directly onto the surface as this can cause the glass to break. Please note glass breakage is not covered by the warranty.

Are your cushions water proof?

All of the cushions at Outdoor Living Direct, minus a few scatter cushions, are weather/water resistant not water proof meaning they can get wet but we wouldn’t recommend leaving them exposed to the elements all year round. The cushions can take a light soaking, but if they are constantly wet and out of the sun, mould will develop, as it does on any surface that is kept damp and out of sunlight. This mould can be removed with mould remover, however it will return unless the fabric is kept in a dry environment. Further information on mould can be found here.

All of our cushions have also been UV stabilised, however they will fade if exposed to the sun for long periods of time. This fading is not covered by the warranty, therefore it’s important to keep cushions inside when they’re not being used or ensure your set is covered with a waterproof outdoor furniture cover to prolong the life of the fabric. Both of these measures will ensure your fabric stays looking good as new for many years to come.

Are your cushion covers machine washable?

Yes most of our cushions are machine washable. Simply unzip the cover off and place in the machine on a warm, gentle cycle. The cushions which don’t have a zip can be cleaned using a warm, damp cloth. To dry, simply hang the cushion cover outside. We don’t recommend tumble drying as this can cause the cover to shrink.

How do I care for one of your umbrellas?

Our umbrellas are carefully selected to provide years of trouble free use. Exposure to excessive winds, however, will damage any umbrella. We recommended the umbrella is folded when not in use. We are also happy to supply a quality umbrella cover that can further extend the life of your umbrella.

Some trees, animals and birds can excrete substances that can damage umbrella fabrics. Accordingly, it is not recommended that umbrellas remain deployed under trees for significant periods of time.