Most Commonly Asked Questions

Fast Dispatch With Tracking ID

FREE DELIVERY - To Metro & Regional Areas

Shipping Protection Promise

Australian Customer Support

Australian Warranty

Price Match Guarantee

Complete Secure Payments via Credit / Debit card or PayPal

Plus, The BIGGEST Range of Interest-Free Options:
Afterpay, LatitudePay, Zip, Laybuy, PayPal Pay in 4 and Humm (Including Humm Big Things, and Humm Small Things)

All orders are shipped the next business day from our warehouse in Melbourne, Victoria.
The approximate times from dispatch to delivery are as follows:
VIC: 3-9 business days
SA: 4-10 business days
NSW & ACT: 6-14 business days
QLD & TAS: 4-11 business days
NT & WA: 5-15 business days.

Plus, live tracking & parcel insurance with every order!

Please note: Times given are purely an estimate only, and factor in the current high demand faced by all couriers. Your tracking ID will give you an accurate ETA once dispatched.

Order confirmations and tracking ID's are sent automatically via email, so if you have not received your tracking ID, please double check your junk or spam email folder first before contacting Rivercity House & Home Co support.

Partial deliveries are extremely common at the moment with the extreme high demand being faced by all Australian courier companies. There is no cause for alarm if you receive a delivery that does not contain all of your items.

We kindly ask that customers do not contact Rivercity House & Home Co support about partial deliveries until their estimated delivery window has been exceeded:

VIC: 3-9 business days

SA: 4-10 business days

NSW & ACT: 6-14 business days

QLD & TAS: 4-11 business days

NT & WA: 5-15 business days.

When ordering large items such as bedroom furniture products, often these will be packed into multiple boxes. Whilst we always ship all boxes together - occasionally a few boxes can fall behind in transit.

Additionally, some of our other products such as bedding and manchester come from our smaller distribution warehouses.

We provide an additional layer of security on top of what a courier provides, so when you shop online with Rivercity House & Home Co, you can shop in confidence!

In the unfortunate and rare event that your order does not get delivered, or if your order is damaged on arrival, we will replace or refund your order. Guaranteed.

We automatically cover you for:
Parcel damaged in transit ✔️ 
Parcel lost in transit ✔️ 

Click here for more information.

Rivercity House & Home Co Info

Rivercity House & Home Co products are sold purely online.

This cuts out the high overheads of a traditional store, allowing us to pass the savings directly to our customers.

It is our mission to create an exceptional online shopping experience for all Australians.

Fast Dispatch With Tracking ID

FREE DELIVERY - To Metro & Regional Areas

Shipping Protection Promise

Australian Customer Support

Australian Warranty

Price Match Guarantee

Complete Secure Payments via Credit / Debit card or PayPal

Plus, The BIGGEST Range of Interest-Free Options:
Afterpay, LatitudePay, Zip, Laybuy, PayPal Pay in 4 and Humm (Including Humm Big Things, and Humm Small Things)

Yes! We are proudly founded, and based in Australia.

We operate under our Australian Business Number (ABN) 18 642 972 209

Our head office and main fulfilment warehouse is located in Melbourne, Victoria, Australia.

You can write to us at:

Rivercity HQ,
Level 23, Collins Square Tower Five
727 Collins Street
Melbourne, VIC, 3008

(No Showroom)

Phone: 1300 895 400
(MON - FRI 09:00 - 16:00 AEST)

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. 

We invite you to use the "FREE SHIPPING CHECKER" tool located on the product, and cart pages.

Orders

Yes. All product costs have GST included.

We offer the BIGGEST range of buy now, pay later options.
(Always 100% interest-free)
You can choose from:
Afterpay
LatitudePay
Zip
Laybuy
PayPal Pay in 4
Humm
(Including Humm Big Things, and Humm Small Things)

Our buy now, pay later options can be selected on the final screen of the checkout process.

Rivercity House & Home Co accept PayPal, Credit / Debit Cards, Apple Pay, Afterpay, Zip, LatitudePay, Laybuy and Humm (Including Humm Big Things, and Humm Small Things)

We also welcome manual payments via bank transfer, however if paying by this option we must wait for the payment to clear before we can dispatch your order.

To pay via bank transfer, please contact one of our customer care representatives to create your manual order.

Rivercity House & Home Co process all orders almost immediately after placing your order, however we will only dispatch your items when the full payment has cleared.

The fastest way to pay is via credit or debit card, standard PayPal, Apple Pay, Afterpay, Zip, Laybuy, LatitudePay or Humm as payment is usually cleared immediately. 

(Please note: PayPal eCheque payments are not instant, as they function the same as paper bank cheques)

We ship out all items the following business day following cleared payment.

Absolutely! You will be notified via email throughout each stage of the ordering process from initial confirmation, to shipping notification and parcel tracking. 

Order confirmations and tracking ID's are sent automatically, so if you have not received your tracking ID, please double check your junk or spam email folder first before contacting Rivercity House & Home Co support.

Absolutely! We make it our mission to offer the best value for money on new furniture in Australia. If you happen to find a cheaper advertised price on an identical item, please let us know!
New for 2021: We now honour price matches up to 24 hours after your order is placed!

HOW DO I REQUEST A PRICE MATCH WITH RIVERCITY HOUSE & HOME CO? 

Simply present proof of the competitor’s advertised price to support@rivercityhouseandhome.com.au which includes their shipping cost for the identical product, and provide your postcode in the subject line. 

Our team will then verify the request by checking the competitors product is identical, available for immediate sale, and check shipping rates. Once verified, we will create a custom order for you. If you have already ordered, we will refund you the difference.

The price match is only valid prior to purchase, until 24 hours after your purchase. 

ARE THERE ANY EXCLUSIONS?

Offers not available to the general public including but not limited to trade pricing, bulk purchases, special events, club or membership offers, offers that include cash back, clearance, factory seconds, ex display, or refurbished products, products sold by third party sellers on a marketplace type platform, auction or classified listings, product prices which greatly vary from the manufacturers RRP, error fares or prices, overseas suppliers.

Delivery

All orders are shipped the next business day from our warehouse in Melbourne, Victoria.
The approximate times from dispatch to delivery are as follows:
VIC: 3-9 business days
SA: 4-10 business days
NSW & ACT: 6-14 business days
QLD & TAS: 4-11 business days
NT & WA: 5-15 business days.

Plus, live tracking & parcel insurance with every order!

Please note: Times given are purely an estimate only, and factor in the current high demand faced by all couriers. Your tracking ID will give you an accurate ETA once dispatched.

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

Our system will email you the tracking information automatically once your order has been dispatched. 

Most of our courier partners will leave your item in a safe place by default unless you specifically ask us not to.

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. 

We provide an additional layer of security on top of what a courier provides, so when you shop online with Rivercity House & Home Co, you can shop in confidence!

In the unfortunate and rare event that your order does not get delivered, or if your order is damaged on arrival, we will replace or refund your order. Guaranteed.

You are covered for:
Parcel damaged in transit ✔️ 
Parcel lost in transit ✔️ 

Click here for more information.

Other

You can shop in confidence knowing all furniture & homewares products are covered by a 12-month warranty, and all electronic products come with a 3-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. 

We will happily accept a change of mind return within 7 days after the item is delivered to you.

Products returned must be in as new condition, and be packaged back in the original packaging and must be unused, undamaged, and must not have been assembled. 

Customers will be responsible for the actual shipping costs associated with the initial delivery, and the return. Once our team have inspected the return, we will issue a store credit voucher to your email address. The store credit will be less the total postage costs associated with the order, and will remain valid for one year from the date of issue. 


Our warehouses do not have public access, so returns must be done so via courier. We will not accept returns delivered in person to our offices, or warehouses.

How to start the change of mind returns process

Please send an email to support@rivercityhouseandhome.com.au with your full name, order number, and attach pictures and/or a video showing the condition of the product received and an explanation of 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 unused, undamaged, unassembled, in its original packaging and in an “As-New” condition. 

Please note: mattresses, pillows, & bedding products cannot be exchanged once opened due to health and safety concerns. 

Once a change of mind return has been accepted by the Rivercity House & Home Co Support Team, we will email you full instructions. 

All items that are returned to us due to incorrect or incomplete delivery information will be treated as a change of mind return 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 & Home Co customer support team and are not definite until you hear back from us. As such, please do not return the product to us without our prior consultation. 

Please note: Partial deliveries are extremely common at the moment with the extreme high demand being faced by all Australian courier companies. There is no cause for alarm if you receive a delivery that does not contain all of your items.

When ordering large products such as bedroom 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 can be inconvenient, however this is completely normal practice when shipping multiple boxes at the same time. 

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.

Instagram: @rivercityhouseandhome 
www.instagram.com/rivercityhouseandhome

Facebook: @rivercityhouseandhome
www.facebook.com/rivercityhouseandhome

Rivercity Customer Support

1300 895 400

(MON - FRI 10:00 - 16:00 AEST)

Email Rivercity Support

support@rivercityhouseandhome.com.au