FAQ
Have a question about a product or order? Have a suggestion for us? Send us a message and our friendly customer care team will get back to you as soon as we can.
VIP Membership
How do I become a OG VIP Member?
Joining is simple! You can sign up on our VIP landing page, during checkout, via our newsletter signup or instore. Just enter your name, email and phone number to receive offers.
What kind of offers can I expect?
VIP members get:
- Member only pricing and specials
Early access to sales
Exclusive promotions
New product updates
Occasional styling tips & inspiration
Will I receive emails if I join the Club?
Yes — as a VIP member, you’ll get exclusive offers, early sale access, new collection updates, and styling inspiration. You will be requried to consent to this at the time of sign up. You can unsubscribe at any time.
Can I also receive SMS updates?
Yes, if you provide your mobile number and opt in, you’ll receive SMS notifications for flash sales, limited-time offers, and VIP access. You can sms STOP anytime to number listed in the sms.
Is the Club free to join?
Yes! Membership is completely free. There’s no subscription or cost, just perks and exclusive offers for our valued customers.
Can I join the Club in-store?
Absolutely! Ask a team member at any Olive Grove store and they’ll help you sign up. You’ll receive the same perks as online members.
Can I opt out later?
Yes, you can unsubscribe from emails or SMS at any time, and you’ll still have access to our VIP Prices (available to all customers).
Products & Ordering
Are all items in stock?
Most of our items are in stock and ready for delivery or collection. However, some items are 'on order' and may have additional lead times. On each product page, you'll see one of the labels below:
LABEL DESCRIPTION In stock Product in stock in our Brisbane Warehouse On Order Product currently in production overseas, or in transit to Australia Online Only Product is a 'special order' and is not held as regular stock. After ordering, you will be given an estimated lead time In Store Only This item is only available for purchase in our stores. Check "Showroom Availability" or contact our support team for help Out of Stock This item is no longer in stock and cannot be purchased I've got a promo code. Where do I enter it?
Promo codes can be entered at the Payment stage during checkout.
I can't find certain details about a product
We try out best to include all possible information about products, however if you have any additional questions you can either call us, email us or use our online chat feature.
Do I have to assemble my furniture?
In most cases, your products will arrive fully assembled and ready for use. This includes when collecting from our Warehouses or Showrooms. Some interestate customers (outside of QLD) may be required to assemble some items - to reduce the risk of damage during transit. If you have any questions or issues, please reach out via phone, email or chat.
Delivery
When will my order be delivered?
Items in stock will be disptached within 1-3 weeks, depending on your location. Items on order or online only will be dispatched 1-3 weeks from when they arrive in our Brisbane Warehouse. To see lead times on these products, visit the product page or contact a member of our Support team.
Note: depending on your location, additional transfer times might apply.
Do you deliver to Tasmania, South Australia, Western Australia, Northern Territory?
All of our products are held in our Brisbane Warehouse. We try our best to deliver to most metro and regional towns/cities. Use our delivery estimator on the product page or during checkout to check your area.
Some states and territories (WA, NT, SA, TAS) are out of reach for us - so you may need to organise your own transport. We can of course meet you halfway by organising for stock to be transferred to any of our store locations.
What are the shipping rates?
Shipping rates depend on the products ordered and your location. We try to offer a flat fee for all metro and regional cities/towns, however we cannot always offer this. Use our Shipping Estimator at checkout, or on the product page, to calculate shipping costs. If your postcode is outside of our shipping regions, you can contact us to obtain a personalized quote, otherwise we will provide this to you once your order is processed.
"Personalized Quotation" shipping estimate. What does this mean?
If your postcode sits outside of our typical delivery regions, we will need to organise a personalized delivery quotation. To obtain this, you can either call us before placing your order, or, you can place your order and we will provide the quote as soon as possible. If you aren't happy with the cost, we will refund your entire order or give you alternate collection options.
Need a delivery quote before ordering?
Simply contact us via online chat or email at online@olivegrovefurniture.com.au with your delivery address and the items you're interested in. We'll provide a delivery quote as soon as possible. For some areas, we may need to consult with our third-party courier, which can take a few days.
Returns & Cancellations
Can I cancel my online order?
You can cancel your order for a full refund or credit if:
- it has been less than 24 hours (or 1 business day) since purchase and goods have not been dispatched or booked for collection/delivery; or
- your Personalised Shipping Quotation is too costly; or
- the lead time quoted by our Online Sales team after purchase is not suitable. However, if you accept the lead time, then later decide to cancel after reasonable delays or because you've changed your mind, we may charge a discretionary admin fee.
What is your online returns policy?
Because furniture requires substantial labour & resource to store, pick, assemble and transport - we do not offer free returns if you change your mind on a product. If you are not happy with your product, we can organise a return at the customer's expense, and provide an in-store credit or refund - minus a discrectionary admin & restocking fee.
If your product is faulty or has been damaged in transit, we will offer to repair, replace or refund your product, depending on the nature of the issue and other relevant factors.
Aftercare & Claims
Have an existing aftercare claim and need an update?
Please contact our customer care team at online@olivegrovefurniture.com.au with your claim number or details, and we’ll provide an update on your case.
