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POSSIBLE TRANSIT DELAYS DUE TO COVID-19 PANDEMIC. MORE INFO

Possible transit delays: we have recently been experiencing some delays in sea freight shipments due to the current covid-19 situation. This also stems from the current port congestion worldwide as well as limited space availability and reduced sailings. It's on the way. Our teams are working hard behind the scenes to ensure shipments are processed as quickly as possible and any delays are kept to a minimum. We will continue to get your orders to you as quickly as possible. Please be advised that dispatches of in-stock items may be impacted with possible delays of up to 3 - 5 business days, on top of the usual dispatch time. Thank you in advance for your patience and understanding

Frequently
Asked Questions

GENERAL

WHAT TIME ARE YOU OPEN?

Both showroom locations closed until further notice. Our customer care and dispatch teams are still working 7 days a week from 9am to 4pm.

Derrimut Warehouse & Head Office

MONDAY - FRIDAY

SATURDAY

SUNDAY

9AM - 5PM

10AM - 2PM

CLOSED

*Closed on public holidays

 

Southbank Showroom

MONDAY - FRIDAY

SATURDAY - SUNDAY

PUBLIC HOLIDAYS

10AM - 5PM

10AM - 4PM

11AM - 3PM

WHAT IS YOUR ABN?

Our ABN is 98 145 309 324.

HOW CAN I CONTACT YOU?

Derrimut Head Office/Warehouse (Melbourne)
80 East Derrimut Crescent, Derrimut VIC 3030

Tel: (03) 8353 2319 or 1300 668 605
Sales Enquiries: sales@interiorsecrets.com.au

Support Enquiries: support@interiorsecrets.com.au

 

Southbank Showroom (Melbourne)
273 City Rd, Southbank VIC 3006

Tel: (03) 9682 1646
Email: sales@interiorsecrets.com.au

DOES INTERIOR SECRETS OFFER LOAN SERVICES FOR PHOTO SHOOTS?

Interior Secrets unfortunately does not offer any loan services on our products.

WHAT IF I CANT FIND THE PRODUCT I WANT?

If you know what you want but can’t find it on our website, email our friendly buying team of what you’re looking for and you can expect a reply within the same business day.


PAYMENT

HOW DO I PAY IF I WISH TO PURCHASE FROM YOU?

Once you have added item(s) to your cart, follow the easy step by step checkout process. We accept major credit cards (except for American Express) via our website. Upon checkout, you will also have other options to pay for your order. Other options include: Direct Deposit, Paypal, Zip Pay, Afterpay, Shop Pay and Google Pay.

For in-store purchases, both our Southbank and Derrimut showrooms accept major credit cards (except for American Express) and cash payments.

HOW DO I KNOW MY PAYMENT TRANSACTION IS SECURE?

We ensure that all transactions occur within a secure environment. All credit card and direct deposit transactions are processed through Eway - Australia’s leading online payment gateway.

Our website is protected by 128-bit SSL (secure sockets layer) encryption technology, which is the industry standard so your transaction is safely processed without you leaving our secure server. Interior Secrets is committed to give you a safe, secure, and enjoyable online shopping experience.

ARE THERE SURCHARGE FEES FOR CREDIT CARD PAYMENTS?

Fortunately, no! We don’t charge additional surcharges if you wish to purchase via credit card payments.


PRIVACY & SECURITY

WILL MY INFORMATION BE SOLD TO THIRD PARTIES?

Your information will not be sold or passed on to third parties. Your privacy is important to us. Interior Secrets ensures that your personal information is encrypted with strong SSL 128-bit technology.

For further details, please see our Privacy Terms.

HOW DO I KNOW IF INTERIOR SECRETS IS A SAFE ONLINE SHOP?

We are committed to providing you a safe environment, and ensure that your details are secure and will not be released to third parties. Interior Secrets is certified with GeoTrust Trade, assuring you that you are shopping with an accredited and trusted provider.


SHIPPING & DELIVERY

HOW MUCH DOES DELIVERY COST?

Our shipping calculator will automatically calculate the best possible delivery cost based on product size, weight and your location. The shipping delivery cost is calculated upon checkout after you enter your delivery address details, and will appear prior to making a payment so there are no surprises.

CAN YOU SPLIT MY ORDER INTO MULTIPLE DELIVERIES?

Freight costs charged during checkout are for a single delivery to ground floor service only. Interior Secrets is able to split an order into multiple deliveries via special written request, however additional freight charges will apply.

If additional freight services are required such as above floor, this service will need to be paid for each delivery.

HOW LONG DOES IT TAKE FOR MY ORDER TO ARRIVE?

We ship your products as quickly as possible from the time of your order within 2-5 business days.

If the order is for small and non-fragile products, delivery will be between 3-15 business days depending on your location. For non-fragile rural deliveries, please allow up to 12 business days for delivery.

For large and fragile products, the delivery will vary depending on your location. For Melbourne or metro areas, delivery will be approximately 3-10 business days, whereas all other states will be 5-20 business days.

Please see our Shipping and Delivery for further details.

HOW CAN I TRACK MY ORDER?

Tracking information is available for all non-fragile, courier service deliveries. Once dispatched from our warehouse, tracking will be directly emailed to you.

WHAT IF I’M NOT HOME TO ACCEPT MY DELIVERY?

If you’re not available to accept delivery or your delivery address is unattended, you must contact the courier with direct instructions: “Authority to Leave” goods if unattended. Please note that this will void Interior Secrets’ and the courier’s liability that covers any loss, theft, or damage to your product. If you do not specify “Authority to Leave”, our couriers will leave a card in your mailbox for collection at the local depot.

To ensure a safe and completed delivery of your goods, we advise you to be present at the delivery address to accept REMOVALIST deliveries.

CAN I PICK-UP MY ORDER FROM YOUR WAREHOUSE?

Certainly! You are welcome to a free pick-up only from our Derrimut warehouse anytime during our business hours. Pick-ups must be pre-arranged by calling 1300 668 605 prior to collection. However, currently contactless collections have temporarily been suspended. For further information or to send through an enquiry, please reach our sales team at sales@interiorsecrets.com.au.

If your product happens to be out of stock, you will be notified immediately with an option to cancel or proceed with a pre-order.

Please note that pick-ups are not available from our Southbank showroom.

DO YOU SHIP OUTSIDE AUSTRALIA?

Unfortunately we currently and only ship to Australian addresses. But we’re looking forward to shipping overseas, so stay tuned!

CAN I ADD ABOVE GROUND-FLOOR SERVICES TO MY ORDER? (AND HOW TO DO THIS?)

We currently only offer above ground floor service to Melbourne and Sydney metro areas. This service is for lift access only, stair access is subject to approval. To check the availability of this option to your home, please reach out to our friendly sales team for confirmation.

WHEN WILL I BE CONTACTED REGARDING MY DELIVERY?

At Interior Secrets, we use third-party courier services who operate and schedule their own deliveries. Our friendly Sales Team will send a confirmation via email regarding all your dispatch details and your delivery date will be scheduled directly via our third-party couriers.


PRODUCTS

WHAT DOES 'SOLD OUT' OR ‘OUT OF STOCK’ MEAN? WILL YOU BE RE-ORDERING THE PRODUCT?

A ‘sold out’ or ‘out of stock’ note means that our supplier no longer has inventory on hand, and there is no current estimated date of arrival. You may be able to register your email address on the product page for a back-in-stock notification or to express your interest.

You can also pre-order by giving us a call or emailing our friendly sales team to secure stock by paying a deposit. Please contact us for a more accurate delivery date and to check your pre-order status.

DO YOU HAVE A SHOWROOM TO VIEW PRODUCTS?

We understand that seeing the products you want in-person is an important step before purchase. You can view selected products at our Derrimut head office or visit our new Southbank Showroom in Melbourne.

WHAT DOES 'ONLINE ONLY' MEAN?

‘Online only’ stock is available for purchase exclusively through our online store and is shipped directly from our local suppliers. Orders don’t include an expected shipment date as Interior Secrets use third party courier services to fulfil these deliveries. Online only pre-orders are excluded from Interior Secrets 30-day return policy as they are considered a custom order.

 

WHY ARE SOME PRODUCTS MELBOURNE ONLY?

Due to fragility, size, and packaging, selected products (labelled as 'Melbourne Only') are restricted for pick-up in or delivery to the Melbourne metro area only. These 'Melbourne Only' products will not calculate towards the total shipping costs in your cart as they cannot be delivered interstate. This exclusion applies to all clearance, ex-display, and selected products, which have a note in the features section of the product page.

WHAT IS A ‘CORE PRE-ORDER’?

Core pre-orders allow for a pre-purchase before it’s available or back in stock. Products with this note come with an expected delivery date.

I’M INTERESTED IN CLEARANCE OR EX-DISPLAY PRODUCTS, HOW DO I PURCHASE THEM?

Clearance or ex-display products may be discounted due to minor imperfections, excess stock on hand or be the end of a range. Inspection is highly recommended, as these items are excluded from Interior Secrets returns policy and do not offer a manufacturer's warranty. Products can be purchased via our online website or over the phone.

WHAT ARE 'EXPECTED SHIPMENT DATES'?

The expected shipment date is the estimated date that Interior Secrets expects the shipment to arrive at our warehouse for unpacking (this is not an expected collection or delivery date). Customers with pre-orders will be contacted within 2-5 business days of the advertised date. Expected shipment dates are subject to change due to unforeseeable delays regarding processing and logistic challenges. This is not the same as the customer delivery or collection date.

DO YOU OFFER DISCOUNTS IF I BUY IN BULK?

Although our prices are marked at the lowest possible prices, we work with our suppliers for further discounts when higher order quantities are achieved. Please contact us at sales@interiorsecrets.com.au to request a bulk buy quote from us.

HOW DO YOUR PRODUCTS COMPARE TO THE ‘ORIGINALS’?

Our reproductions compare extremely well to the licensed versions using quality materials, such as imported top-grain Italian leather, #304 grade stainless steel, and American hardwoods.

WHY ARE YOUR PRODUCTS SO AFFORDABLE?

Our affordable prices are thanks to our ‘high turnover, low margin’ business model. When you buy from traditional furniture stores, you are unnecessarily paying for wholesalers and the operating costs for their showrooms. By cutting the middlemen out, we can offer you high quality products at ‘straight from the manufacturer’ prices.

CAN INTERIOR SECRETS HELP DECORATE MY HOME?

Yes, we’d love to! Our experienced interior stylists know what it takes to make an impact in any room. We offer style consults that cover all the bases to help you create your dream space without the stress.

Visit our showrooms or simply contact us via email or phone to book an in-store appointment. For more information, see our Style Consultation.


REFUNDS & RETURNS

DO YOU OFFER WARRANTY?

Yes. At Interior Secrets, all products have a 12 month warranty to offer you peace of mind against defective materials or workmanship on all products. For further information, please see our Product Warranties.

HOW DO I RETURN MY PURCHASE IF I CHANGE MY MIND?

If you have a change of mind about your purchase within 30 days, simply request a return by contacting us via email at support@interiorsecrets.com.au or by phone at (03) 8353 2319.

HOW MANY DAYS DO I HAVE TO REFUND MY ORDER?

We offer a 30-day change of mind policy for all products*. If you’re dissatisfied with the product for any reason, simply return the product in its original packaging within 14 days of purchase for a full refund*.

 

WHAT IF MY ORDER ARRIVED DAMAGED OR FAULTY?

If your product arrives or displays signs of transit damage or fault, please report immediately to our support team at support@interiorsecrets.com.au and a product warranty claim form will be emailed to you.

HOW DO I RETURN A LARGE PRODUCT/S?

Please contact our support team if you wish to return a large product. To inspect and assess faulty products, we require the product/s to be returned in their original packaging, with all the accessories and parts, and packaged adequately to avoid additional damage.

However, please note that it is the customer’s expense and responsibility to arrange transport to return product/s to the front or ground floor of our Derrimut warehouse.

WHAT IS THE RETURN/ REFUND PROCESS?

Before a refund is processed, returned product/s will be inspected by our warehouse team to ensure that it is in a resellable condition. If the returned product/s are found not to be resellable by our warehouse team, Interior Secrets (at its sole discretion) reserves the right to refund only 50% or less of the product price paid by the customer at the time of purchase.

For further details, see our Refund Policy.

HOW LONG DOES IT TAKE TO PROCESS MY REFUND?

We process all refunds within 3 business day of goods being returned to our Derrimut warehouse and inspected by our team. All refunds are processed via the same payment method used for the initial purchase of goods. A notification will be sent to you once your refund has been processed.

WHERE DO I RETURN MY PRODUCTS?

Returns are only accepted and to be delivered to our Derrimut warehouse. Please note that our Southbank Showroom does not accept delivery returns.

WHAT IF I WANT TO CANCEL MY ORDER AFTER CHECKOUT AND/ OR DISPATCH?

If you wish to cancel your order, please inform us as soon as possible before dispatch. Once your order has dispatched, the delivery fee and return or redirection costs are non-refundable and/ or payable by the customer.