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FAQs
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. You can find us at - Cheltenham: 337 Warrigal Road Cheltenham VIC and Hoppers Crossing: 283 Old Geelong Road Hoppers Crossing. Unfortunately we don’t have showrooms outside of 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?
Cheltenham showroom:
Monday - Sunday 10am to 5pm
Hoppers Crossing showroom:
Monday - 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 7 days a week 10am to 5pm. To reach our Cheltenham head office call (03) 9583 3060 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 our Cheltenham warehouse. Appointments are necessary, so please call beforehand - (03) 9583 3060.
Weekday pick up:
The Cheltenham warehouse is open from 9am to 4pm, Monday to Friday for weekday pick ups.
Weekend pick up:
Please note there are no warehouse staff on weekends, and any weekend pick ups must be booked in with the sales team by the Friday prior. Please call or email us to confirm your weekend pick up date.
Do you deliver?
Yes, we deliver Australia wide. We use quality couriers to ensure your product(s) will arrive in perfect condition. Once your order has been placed and paid for in full we will book your delivery in with the appropriate courier company.
For Melbourne Metro Deliveries the delivery company will contact you via SMS within 2-3 business days to advise a delivery day/time window. Please ensure you reply to the SMS to confirm your booking. Delivery of goods usually occurs within 4-10 business days, but can be delayed during peak times. Deliveries occur Monday-Friday. This freight service is a 2 person team. They will carry your goods to your nominated area (backyard or patio) providing it is safe to do so and adequate access is available. Removal of packaging is not included in this service.
Our Interstate and VIC Regional shipments are handled by a variety of freight partners depending on your order size and shipping location.
Our freight agent will provide you with a tracking link via email once your order has been dispatched from our warehouse. This link will provide you with updated information regarding your consignment and we encourage you to check it regularly.
About your Interstate and VIC Regional delivery:
- Single driver service, you may be required to provide assistance
- Unloading to ground floor only
- Weekdays 9-5pm
- Unpacking, assembly and rubbish removal are not included
- If your order includes multiple boxes, they may be freighted individually
COVID 19:
In compliance with Government and Work Safe guidelines, our freight partners have advised the following procedure for no-contact home deliveries:
- Freight will be placed at the ground level front door and a photo taken for Proof of Delivery (POD) with no signature required.
- If no-one is home, the item will be left if deemed to be safe to do so. If deemed unsafe, the item will be returned to the depot and re-delivery arranged.
Cancellations:
An order cancelled by the customer while in transit will be treated as a 'non-damage customer return'. All associated freight charges are the responsibility of the buyer.
Damages:
Upon receipt of your delivery, if you detect any damage to the packaging, please photograph the evidence prior to unpacking. After unpacking, if goods have been affected, please photograph the damage and email all photos to aftersales@
Shipping times:
Lead time and full delivery terms and conditions can be viewed at https://www.
Please note: delivery delays may occur during peak, holiday or Covid lockdown periods, and during extreme weather conditions.
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 backorder 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, Amex, bank cheque, direct deposit (BSB and account number), business or personal cheques, ZipMoney, ZipPay and Afterpay. For an online order we accept Visa, Mastercard, Amex, PayPal, direct deposit (BSB and account number), ZipMoney and Afterpay.
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 (03) 9583 3060, the Hoppers Crossing showroom can be reached on (03) 8742 2931 or call our Blackburn store on (03) 7017 5913.
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 offer Afterpay?
Yes we do for online purchases only. Afterpay is a shop now, enjoy now, pay later payment option; available online only for orders between $0 and $1000. Afterpay allows you to pay for your purchases over four equal instalments, due every two weeks. You won't pay anything extra when you pay your Afterpay fortnightly instalment on time; if you make repayments on time, you'll only ever pay the price of the item you've purchased - no interest charged! The only fees Afterpay charges are late fees for missed payments. Forget about long, complicated application forms. Afterpay's proprietary platform make sit quick and easy to get approved instantly and keep shopping. Here's how it works: Browse our website, choose your favourite items and add them to the shopping cart, when you're ready to checkout, select Afterpay as your payment option, enter your details. You must be 18 years or over to qualify for an account, you may be prompted to verify your ID. If this happens all you need is a valid Australian Drivers Licence or Medicare Card, this should take less than 2 minutes!
Once your account has been created you can continue to checkout with Afterpay. You will receive emails from Outdoor Living Direct Customer Service and Afterpay to confirm your order. Your items will be shipped or ready for pick up! All Afterpay orders are subject to approval. For Afterpay's terms see: www.afterpay.com/en-AU/terms-of-service If you already have an Afterpay account and your order is declining, the most common reasons for this can be because you have exceeded the $500 limit of currently placed order with AfterPay, you do not have the full amount of funds available on your card at the time of purchase, there may be restrictions in place with your details in the AfterPay system, Afterpay is a separate company to us, so we can't be sure of the exact reason why they are declining your transaction.
Do you sell gift vouchers?
Yes we do. To arrange a gift voucher call our Cheltenham head office on (03) 9583 3060.
Can I layby my item?
Yes, we offer a 2 week layby period. A 10% deposit is required for each new layby. If you require the item to be held longer than 2 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 2 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 in stock will be dispatched within 2-3 working days once full payment has been made. Interstate deliveries vary depending on the location. Deliveries to SA, TAS, ACT and NSW take approximately 5-18 working days. Deliveries to QLD, WA and NT take approximately 7-24 working days.
What happens if my delivery arrives damaged?
If you receive a product from us that is damaged please email aftersales@
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 email aftersales@
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/
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 our website at www.outdoorlivingdirect.com.au you will be kept up to date with our new product arrivals, specials, promotions and events. Be the first to know what happening at Outdoor Living Direct, thanks to our detailed, weekly newsletter.
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 12 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 three 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 (03) 9056 5572.
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 teak, acacia and garuga. We believe these 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 visit 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.
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 resistant 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?
Please refer to our care page for futher information on this.