FAQ
For all mirror FAQs - please visit our Mirror FAQ page.
Shipping & Deliveries
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How quickly will my order be dispatched?
Our efficient dispatch process ensures that all in-stock items are dispatched from Perth within 48 hours, Monday through Friday. However, it's essential to note that dispatching your order does not necessarily mean that the item has left our warehouse. Dispatching confirms the booking with our courier and could be picked up later that day or the next business day.
After dispatch, the courier will take over the transportation of the item to its destination. The actual shipping time may vary depending on the destination and the shipping method chosen during checkout.
Once your order has been dispatched, we will promptly provide you with a tracking email containing all the relevant information you need to stay up-to-date on your delivery. You can refer to this email at any time to see the latest update and delivery ETA.
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Where are my items?
Once your item has been dispatched, we will promptly send you a tracking email. Please double-check your Junk Folder, as Granite Lane emails can occasionally end up there. The tracking email will include your freight carrier's information, along with the tracking details, allowing you to stay informed with the latest information at any time.
If you encounter any issues with your tracking, please reach out to us, and we will be happy to assist you.
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Why isn't my tracking number working?
Once allocated, it can take a while for your tracking number to be loaded into the system. Please allow 48 hours for tracking information to update.
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What if my item arrives damaged?
We are sorry to hear this. Let's resolve this as quickly as possible. Please reach out to the Granite Lane team. The fastest option is to call us at (08) 9201 2451.
Make sure to check your item within 14 days of delivery and report any damage during that time. We will require an image of your product along with the packaging it arrived in, emailed to hello@granitelane.com.au.
Please have your order number, email address, and a couple of clear photos of the damaged product ready to help us provide you with a quick resolution.
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Do you deliver to PO Boxes?
At this time, we only deliver to physical addresses, including residential homes and office locations (excluding storage unit facilities). This requirement ensures that there is someone present to accept the delivery and receive your Granite Lane item securely.
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Do you ship internationally?
We don't offer international shipping on our furniture, mirrors, breakables or artwork. We can however ship items such as cushions and throws - and you would just need to cover the shipping cost.
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My order contains a pre-order item, when will it be dispatched?
Provided that the pre-ordered items arrive together in Perth, our orders team will promptly contact you to arrange the delivery or pick-up of your order. However, if multiple items arrive at separate times, we will wait for all items to arrive and then organise the delivery from there.
We understand the anticipation surrounding pre-order items and are committed to ensuring a seamless and efficient process for you.
Click & Collect
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Do you offer same-day Click & Collect?
We aim to provide a fast and efficient click-and-collect service. If the item is in stock, we will prioritise your order to try and ensure same-day collection. However, please note that our orders team will be in touch with you to confirm when your collection is ready for pick-up.
To avoid any misunderstandings, we kindly ask that you do not assume the item will be available for collection until you receive communication from our orders team.
Returns & Refunds
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Do you offer refunds?
Yes, we do, provided it is not a pre-ordered or custom order. Please ensure you have contacted us within 14 days to ensure your item is eligible for a refund. You can read more on our Returns Page.
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How do I initiate a return?
To initiate the return or exchange process, please contact Dee at hello@granitelane.com.au and provide your order number along with your request for either an exchange or a refund.
We want to remind you that as the customer, you are responsible for the return of the item, including covering any associated costs and making the necessary logistical arrangements.
Return address:
Granite Lane
6/408 Scarborough Beach Rd
Osborne Park WA 6017
Interior Styling
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Do you offer interior styling services?
Yes, of course! Interior styling is our bread and butter. For those hoping to book in or find out more about our services, you can visit our Interior Styling Packages.
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How do I know what size rug to order for my room?
We hear you! In preparation for this frequently asked question, we've put together a guide on how to choose the perfect floor rug for your home. Enjoy the read! https://www.granitelane.com.au/blogs/gl-blog/styling-tips-choosing-the-perfect-floor-rug
Alternatively, if you need a little more help, you can book a (fully redeemable) In-Home Rug Consultation with one of our experts. To book, visit our In Home Rug Consult page.
Trade/Commercial
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Do you have a program dedicated to trade/designers?
Yes, we offer a Trade program designed for interior designers, architects and builders. For more details and to register for our trade program, please visit our Trade Enquiries Page. Once you've registered, our dedicated team will get in touch with you to discuss your project requirements.
For all quote inquiries, we kindly ask you to send an email to hello@granitelane.com.au with the details of the specific product you need, along with the relevant shipping information. Once we receive this information, we will swiftly provide you with a detailed quote tailored to your needs.
Upon receiving payment for the provided quote through our secure online payment system, we will organise the delivery of your order.
Orders
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What is the process of an order?
Once you place your order, you will receive a confirmation email (check your junk if it doesn't come through). If your item is in stock, we will dispatch your order within 48 hours (Monday - Friday), you will then be sent tracking details. Our courier will contact you with a delivery schedule if it's an oversized item. If you haven't received your order within 14 days, please get in touch.
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Do you offer a sign-up incentive?
Subscribe to our mailing list to access exclusive discounts and gain design inspiration. Enjoy a $25 discount on your first order with Granite Lane, using your unique code. Please note that this discount cannot be combined with any other offer or applied to sale items. The minimum spend is $150, and the offer expires within 30 days.
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What items are considered Pre-Order?
Custom Designs
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Do you offer one-off designs?
We can help create your vision on our locally designed furniture, (sofas, beds, ottomans and armchairs). We can also customise our studio mirror range to size and colour. But if you have anything else, it's always worth reaching out and asking the question. Email hello@granitelane.com.au for more.
- How long do made-to-order items take?
Certain products may have varying lead times. For instance, for custom sofas, the lead time typically ranges between 8 to 10 weeks.
Showroom
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Do you have a showroom where I can see your products in person?
Absolutely! For Perth locals, we are thrilled to showcase our stunning range of products at our showroom located at 6/408 Scarborough Beach Rd, Osborne Park, WA 6017.
Our knowledgeable team will be on hand to assist you and provide any information you may need to make an informed choice. We look forward to welcoming you to our showroom.
Our showroom hours are Tuesday - Saturday, 9am - 3pm.