Have questions about your order, delivery, collection, returns or our products? You’re in the right place. Below you’ll find answers to some of the most common questions about shopping with LZ Décor. If you need further assistance, please contact our customer support team.
Shopping with LZ Décor
Do you have a physical showroom?
No. LZ Décor operates as an online furniture retailer and does not currently have a physical showroom or retail storefront.
Our products are stored and fulfilled through a third-party warehouse and fulfilment facility. As this is not a retail showroom, customers should not visit the warehouse unless a collection has been confirmed and collection instructions have been provided by LZ Décor.
Can I view furniture before purchasing?
As we do not currently operate a physical showroom, products are not available for general in-person viewing. We provide product photos, descriptions, dimensions and specifications online to help you make an informed purchase.
If you need additional information about a product before ordering, please contact our team and we will be happy to assist where possible.
Orders & Pre-Orders
Can I get an update on my order?
Yes. Please contact us with your order number and our team will check the latest available status of your order.
For orders being processed through our fulfilment warehouse, please allow time for stock allocation, warehouse processing and delivery scheduling.
How long does a pre-order take?
Pre-order arrival times vary depending on the product and incoming shipment. The estimated availability or delivery timeframe will normally be displayed on the relevant product page where available.
Please note that pre-order dates are estimates and may change due to shipping, customs, port congestion or other circumstances outside our direct control. If you would like an update on a pre-order, please contact us with your order number.
Delivery
Do you offer furniture delivery?
Yes. LZ Décor offers delivery options for our furniture and home products. Delivery availability, service level and pricing may vary depending on the product, delivery location and access requirements.
Please refer to our Delivery page for further information or contact us before ordering if you have specific delivery requirements.
Do you offer furniture assembly or installation?
Assembly or installation may be available for selected products and locations depending on the delivery service selected. Please contact us before placing your order if assembly or installation is required so we can confirm the available options.
How much does delivery cost?
Delivery charges depend on factors including your location, the number of items ordered, product size and weight, and the type of delivery service required.
Where available, delivery charges will be calculated during checkout. For large orders, unusual access conditions or locations outside our standard delivery areas, please contact us for assistance.
What should I check before ordering large furniture?
Before ordering, please check the product dimensions and make sure the item can safely fit through your property's access points.
- Measure doorways, hallways, stairways and lifts.
- Check corners and other narrow access points.
- Confirm lift dimensions and building access requirements where applicable.
- Check the packaged or carton dimensions where these are provided.
- Let us know about stairs or difficult access before delivery.
If you are unsure whether a large item will fit, please contact us before placing your order.
Collection
Can I collect my order?
Collection may be available for selected orders from our third-party fulfilment warehouse.
The warehouse is not a retail store or showroom and does not accept walk-in customers. Please do not travel to the warehouse until LZ Décor has confirmed that your order is ready for collection and provided you with the collection address, available collection times and instructions.
Where do I collect my order?
If collection is available for your order, the warehouse address and collection instructions will be provided after your order has been processed and the warehouse has confirmed that the goods are ready.
Please follow the collection instructions carefully, as access to the fulfilment facility may be restricted.
What do I need when collecting an order?
Please bring your order confirmation and valid photo identification. For security purposes, identification may be required before goods can be released.
If someone else will be collecting the order on your behalf, please contact LZ Décor beforehand. Additional identification or written authorisation may be required.
What should I bring when collecting furniture?
Customers arranging their own collection are responsible for ensuring they have a suitable vehicle, sufficient assistance and appropriate equipment to transport the goods safely.
- Use a vehicle large enough to safely accommodate the furniture and packaging.
- Bring sufficient people to safely handle large or heavy items.
- Bring suitable straps, ropes, blankets and protective materials.
- Check the product and carton dimensions before arriving for collection.
LZ Décor and its fulfilment partners are not responsible for damage caused during customer-arranged transportation, loading, unloading, unpacking or assembly after the goods have been collected, subject to your rights under Australian Consumer Law.
Returns & Support
Can I return or exchange an item?
Return and exchange eligibility depends on the circumstances of the purchase and the condition of the product. Please refer to our Returns & Refunds Policy for full details, including any applicable conditions, exclusions and return procedures.
Nothing in our policies excludes or limits any rights you may have under Australian Consumer Law.
What should I do if my order arrives damaged or there is a problem?
Please contact LZ Décor as soon as possible and provide your order number, a description of the issue, and clear photos or videos where relevant. This will help our team assess the issue and determine the appropriate next steps.
Need More Help?
If you can’t find the answer you need, please contact the LZ Décor customer support team. To help us assist you faster, please include your order number if your enquiry relates to an existing order.