— FAQ
Questions, answered.
Everything you need to know about ordering, delivery, warranty, and returns. Still curious? Email info@timberandthread.com.au and we'll reply within one business day.
Delivery
How much is delivery?+
Free Australia-wide delivery on every order — metro and regional.
How long does delivery take?+
In-stock items dispatch in 2–4 business days. Made-to-order pieces ship in 8–12 weeks. You'll receive a tracking link the moment your order leaves the workshop.
Do you deliver outside Australia?+
At the moment we only deliver within Australia. International shipping is on our 2026 roadmap.
Will the delivery team assemble it?+
Yes — our two-person white-glove team places, assembles, and removes packaging on every full delivery.
Product Warranty
What does the warranty cover?+
Every Timber & Thread frame is covered by our 5-year structural warranty. This covers joinery failure, frame defects, and manufacturing faults under normal use.
What is not covered?+
General wear (light fabric pilling, natural timber patina), damage from accidents, misuse, or commercial use are not covered.
How do I lodge a warranty claim?+
Email info@timberandthread.com.au with your order number and photos of the issue. We respond within one business day.
Sales & Refunds
What is your returns policy?+
You have 30 days from delivery to return any in-stock piece for a refund. The piece must be unused and in original condition.
Can I return a made-to-order piece?+
Made-to-order pieces are custom builds and can only be refunded for major faults. Reach out within 30 days and we'll work with you.
Are sales final?+
Sale items can be returned for store credit only, unless they arrive faulty.
How long do refunds take?+
Refunds land in your original payment method within 5–10 business days of us receiving the returned piece.
Help Centre
Best way to reach us?+
Email info@timberandthread.com.au. We reply within one business day, Monday–Friday AEST.
Can I chat with someone?+
Click the Concierge bubble in the corner of any page — our AI guide can answer most questions in seconds.