Yes! We are proudly founded, and based in Australia's sunshine state of Queensland Australia, with various warehouses across the country.
Q: Where are you located?
Our office headquarters is located in beautiful North Brisbane. Our main fulfilment warehouse is located in Melbourne, Victoria. (Both are Australia's stunning River Cities!)
We also have fulfilment centres in New South Wales, and WA.
Q: How much will delivery cost?
We have partnered with Australia's top courier services to be able to offer FAST and FREE delivery, to 99% of postcodes in Australia. Tracked and insured for peace of mind.
Q: Which postcodes are not covered?
We cover the vast majority of Australia however there are certain remote postcodes that we are unable to access via our courier network:
ALL ITEMS SA 5701 WOOLUNDUNGA WA 6740 DRYSDALE RIVER WA 6740 MITCHELL PLATEAU WA 6740 OOMBULGURRI WA 6740 KALUMBURU WA 6740 PRINCE REGENT RIVER WA 6740 WYNDHAM WA 6743 WARMUN WA 6743 CAMBRIDGE GULF WA 6743 LAKE ARGYLE WA 6743 DURACK WA 6743 GIBB WA 6743 KUNUNURRA TAS 7151 HEARD ISLAND TAS 7151 DAVIS TAS 7151 MAWSON TAS 7151 MACQUARIE ISLAND TAS 7151 MCDONALD ISLANDS TAS 7151 CASEY
BULKY ITEMS NT 0800-0999 NSW 2641,2717, 2831, 2898, 2899 QLD 4184, 4421,4450-4499, 4680, 4700-4805, 9920-9959 QLD 4806-4899, 4900-4999, 9960-9999 SA 5701 WA 6055 TAS 7151 WA 6215-6699 WA 6700-6799
Q: What is the estimated delivery timeframe?
For customers in VIC, approximately 2 - 5 working days; For customers in NSW, SA, ACT, approximately 3 - 7 working days; For customers in QLD, approximately 4 - 8 working days. For customers in NT, WA and TAS, approximately 6 - 10 working days.
We are unable to guarantee a delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee either.
Most items will be dispatched the very next day after full payment is received.
Q: Where can I find my tracking number?
Our system will email you the tracking information automatically once your order has been dispatched.
Q: Do you offer a warranty?
You can shop in confidence knowing all of our products are covered by a 12 month warranty. The warranty does not apply due to damages due to misuse, incorrect assembly, or lack of due care.
ALL Claims need to be sent to us via email. To prevent unnecessary claim delays, we ask that the following is included on the initial claim email: - Order Number - Manual with missing parts indicated (if applicable) - Images/Video clearly showing fault (if applicable) - Images/Video clearly showing goods in original packaging (if applicable)
Faulty or Damaged in Transit Products: - Send an email including pictures or video of the product received demonstrating the fault (If applicable, also include the manual with the part needed circled and inform the quantity). - Provide a detailed description of the fault. - We will assess each situation on a case by case basis. We will advise on whether we will send replacement parts, offer a full or partial refund or replace the product. - Please do not return the product to us unless instructed to do so. If we need the product returned, we will provide a return label. Any postage costs incurred by the customer for return postage will not be refunded if a return label has been provided by us.
Q: Do you accept buy now / pay later, or layby?
Yes we do! To split your purchase into 4 interest free instalments, simply select Afterpay as your preferred payment method at checkout.
Q: How can I contact Rivercity House & Home Co?
We're here to help and answer any question you may have about our products and services. We look forward to hearing from you!
Phone: 1300 895 400
Q: Where can I find Rivercity House & Home Co on Social Media?
You can also contact our support teams via the River City House & Home Co social media platforms:
We accept PayPal, Credit / Debit Cards, Apple Pay, or Afterpay.
Q: How long does is take to process my order?
Rivercity House & Home Co will only dispatch your items when full payment is received. Payment generally takes 1-2 days to process. In some exceptional cases, it could take a little longer, especially if paying via PayPal ECheque or bank transfer as funds have to clear. The fastest way to pay is via credit or debit card, standard PayPal, Apple Pay or Afterpay as payment is usually cleared immediately.
Q: Can I come to your warehouse to pay and pick up my item?
Unfortunately, all payment has to be made when you proceed to checkout on our website; and pick up is not available in order to save time for our distribution centre to dispatch all orders efficiently.
All of our orders are shipped directly from our various Australian warehouses via tracked and insured courier service. Our business model focuses on factory direct products, delivered direct to your home. Therefore we have to physical showroom so to speak.
We only partner with Australia’s top couriers and will ship via the courier with the fastest delivery estimate to your postcode.
Q: Is the product cost inclusive of GST?
Yes. All product costs have GST included.
Q: Will I receive order updates?
Absolutely! You will be notified via email throughout each stage of the ordering process from initial confirmation, to shipping notification and parcel tracking.
Q: I’ve only received half of my order - Where is the rest?
When ordering large products such as outdoor furniture, often these will be packed into multiple boxes. Whilst we always ship all boxes together - occasionally a few boxes can fall behind in transit.
We understand this is incredibly frustrating, however this is completely normal practice when shipping multiple boxes at the same time.
Q: I think I have a part missing?
Please double check that you have searched through the packaging very thoroughly as the small components might become loose during transit. If there is a part missing, please contact us immediately so that we can offer our assistance. If available, circle the missing part on your instruction manual and send us a picture so we know exactly what to send to you.
Q: I have changed my mind, how do I return my item?
Change Of Mind? No Problem!
We will happily accept a change of mind return within 7 days after the item is delivered to you.
- Please send an email to firstname.lastname@example.org and include pictures and/or a video showing the condition of the product received and an explanation why you would like to return product and if the item is eligible for return. - For any change of mind return, the product must be unopened, in its original packaging and in a resalable condition. - Please do not return the product to us without our prior consultation. - Once a change of mind return has been accepted by the Rivercity House and Home Support Team, we will email you full instructions. - If a return label is provided to you, we will refund the total order amount MINUS the initial postage costs, return postage and a restocking fee of 10% - If a return label is NOT provided to you, we will refund the total order amount MINUS the initial postage costs and restocking fee of 10% - All items that are returned due to incorrect or incomplete delivery information will be treated as a Change of Mind returns including items Returned to Sender due to being unclaimed.
If you wish to cancel once the package has been accepted by the courier for delivery then we will be unable to assist as it will already be on its way to you.
Change of mind cancellations and refunds are subject only to approval by the Rivercity House and Home Co customer support team and are not definite until you hear back from us.
Q: Still have a question?
Contact us using the form below and one of our customer serivce representatives will be in touch as soon as possible.
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Free Delivery In Australia
Through our partnerships with Australia's best couriers, we provide FAST & FREE delivery to 99% of Australian postcodes!
We Plant A Tree For Every Order
For every order you place with Rivercity House & Home Co, we will plant a new tree in Australia!
Exclusive Shipping Protection
In the rare event that your order is damaged, or gets lost in transit, we will replace or refund your order. Guaranteed.
5 Star Customer Support
Your experience matters to us. Our Aussie support team are always available to help via phone, email, & social media.