Shipping & Returns

Love it, or we’ll take it back.

We’ve been very thoughtful in every detail of the design and construction of our products to ensure that you’re totally satisfied with your purchase. But if you aren’t completely happy, we’ll take it back, even if you’ve used it. We back our sofas with an industry-leading return policy to ensure our customers can purchase with peace of mind. 

 

Sofa Trial

Within 14 days of delivery, we offer free return shipping and 100% money back or 100% merchandise credit. If you exceed your 14 days and need to return your items, we offer a return policy for up to 365 days after delivery that will incur a 20% return fee and shipping costs. Please note, we are only able to process refunds to the original source of payment.

 

Other Products Trial

If you’ve purchased one of our other products and decide to return it within 14 days of delivery, we have you covered. You will receive a full refund, including any original shipping costs you may have incurred.  Return shipping is free.

 

Shipping

Outer’s warehouse is located in Melbourne and under normal times we can ship almost anywhere in the country within 2-3 weeks. Some regional and remote locations require a custom quote and aren’t available online.*

 

Delivery Times

Contact us at au@liveouter.com for a more accurate timeline. As a general guide, delivery times are as follows:

• Local Melbourne Metro Deliveries: 2-3 Business Days
• Sydney, Adelaide, Perth, Brisbane metro locations: 1-2 Weeks
• Other Regional & Coastal locations: 2-3 weeks

Some locations may not have rates available but we can ship anywhere in Australia. Contact us through our live chat or call us on +1 (855) 277-7744 if you are unable to get a shipping rate and we will quote it for you.

 

For Sofa Deliveries

Our delivery partners provide a two person delivery team who will help place the furniture boxes in your house/garage/yard. They do not help with removal of products from packaging and package disposal is not provided in our base level of service.

Minor self-assembly for wicker sofas is required (attaching the legs).

For an estimate of the latest shipping time to your location, please ask using our live chat feature or email us at au@liveouter.com.

 

A note on returns 

Please note, we are only able to accept returns on undamaged, unmodified products. Upon the return, your merchandise will be inspected and the appropriate refunds will be issued. Exchanges are treated the same as returns. 

Our team takes great pride in working with our customers to ensure a quick and efficient resolution to any return request. To initiate a return, just email us at ordersau@liveouter.com.

 

Damages

If any damages or manufacturing defects are reported within 14 days of delivery, we will make it right. Please contact us at ordersau@liveouter.com with photos and a description of the problem and we’ll work to get it resolved as quickly as possible. If we are unable to repair the sofa or chair, we will arrange a refund or exchange.

 

Restrictions / Limitations

• Our return policy is limited to one return or exchange per item per household.
• Purchasing is limited to Greater Australia. Shipping provided to select* postcodes. 

*Click here to find out if your postcode is in our service area.