• All in-stock purchases must be paid in full at the time of sale.
• Cash purchases require full payment at the time of purchase.
• Custom Order items must be paid for in full at the time of purchase unless otherwise agreed with Highgate House prior to placing your order. Any approved alternative payment arrangements will be confirmed in writing.

All online orders must be paid in full at the time of purchase.

An order confirmation and receipt will be emailed once payment has been processed.

• Gift cards cannot be redeemed for cash, refunded, or exchanged for another Gift Card.
• Gift Cards and Merchandise Credits are non-transferable and may only be used by the customer named on the original purchase.

Gift Cards purchased in-store can only be redeemed in-store, and Gift Cards purchased online can only be redeemed online. Due to our separate in-store and online systems, Gift Cards are not interchangeable between the two. If you would like to purchase a Gift Card in-store for someone who intends to shop online, our team will be happy to assist you in arranging the appropriate online Gift Card.

• Unless otherwise specified, Gift Cards are valid for 36 months from the date of issue.
• Any unused balance remaining after expiring will be handled in accordance with applicable Australian laws.

Estimated lead times provided at the time of purchase are indicative only and may change due to circumstances beyond our control, including manufacturing delays, supplier issues, shipping delays, customs clearance or material availability.

While we will keep you informed of any significant delays, estimated lead times do not constitute a guaranteed delivery date and are not grounds for cancellation or refund unless required under Australian Consumer Law.

It is the customer’s responsibility to ensure that purchased furniture will fit through doorways, hallways, stairwells, lifts and into the intended room before purchasing.

Please carefully measure both your space and access points prior to ordering.

Additional delivery charges will be charged if delivery cannot be completed due to access restrictions.

Our shop and warehouse are based in Brisbane, Australia. We deliver throughout most of Australia.

Shipping costs for standard deliveries are calculated at checkout where available.

If your order is being delivered outside our standard delivery zones, shipping may require a custom quotation. This includes remote areas and states such as Western Australia, Northen Territory, Tasmania and North Queensland. If this occurs, please select the Pick-Up option during checkout and our team will contact you with a delivery quote.

Deliveries are completed using carefully selected third-party freight providers.

Although Highgate House coordinates delivery on your behalf, responsibility for the transportation service rests with the carrier.

Please inspect your order as soon as reasonably possible after delivery.

If your order arrives damaged, incomplete, or incorrect, please contact us promptly and provide photographs of both the item and it’s packaging where possible.

Signing for a delivery confirms receipt of the goods but does not affect your rights under Australian Consumer Law.

Delivery charges are non-refundable where delivery has been successfully completed.

Additional delivery charges may apply where:

• Delivery cannot be completed because no one is available to receive the goods;

Access restrictions prevent delivery Delivery is refused;

• Re-delivery is required.

All orders must be paid in full, including applicable delivery fees, before delivery is scheduled.

Furniture is delivered via our standard flat-rate delivery service unless otherwise arranged.

• Standard delivery includes delivery to your front door only.
• Standard delivery does not include:
• In-home placement
• White-glove delivery
• Assembly or installation
• Removal or packaging
• Removal or moving of existing furniture

If you require a white-glove delivery service, including in-home placement, assembly, or packaging removal (where available), please contact our team prior to placing your order. We will be happy to discuss the available delivery options and provide a customised quote where applicable.

Properties with limited access, multiple flights of stairs, narrow hallways, lifts or other delivery restrictions may incur additional delivery charges.

If your delivery requires special access, please contact us before placing your order.

We make every effort to process and dispatch orders as quickly as possible.

Smaller item orders (including accessories and non-furniture items) are generally dispatched within 1–3 business days.

Furniture deliveries are scheduled around our delivery runs, with interstate furniture trucks departing at the end of each week. Depending on the date your order is placed, your furniture delivery may be scheduled for the next available interstate run.

Dispatch and delivery timeframes may vary during busy periods, public holidays, or where supplier availability affects your order. We will contact you should any delays or changes to your estimated timeframe occur.

Unless specifically requested by the customer, deliveries will require a signature upon receipt.

Please note that choosing Authority to Leave may affect your ability to claim for lost or stolen deliveries once they have been left at your nominated address.

Customers are required to accept delivery or arrange collection within 30 days of being notified that their order is available.

After this 30-day period, Highgate House is unable to continue storing your items. Prompt collection or delivery arrangements are greatly appreciated to ensure we can continue to provide the best service to all customers.

If you require an extended collection or delivery timeframe, please contact our team as soon as possible. Any alternative arrangements must be discussed with and agreed upon by Highgate House prior to the 30-day period expiring.

While we don't currently offer international shipping through our website, we're working towards making this available in the future.

If you're interested in one of our pieces, we'd be delighted to assist. Please get in touch with our team via our email shop@highgatehouse.com.au, and we'll be happy to provide an international shipping quote based on your location and the items you'd like to purchase.

If you live locally and would prefer to collect your order, Pick-Up is available as a checkout option.

Collection is available from either our Northgate Warehouse or Albion Store, depending on the location of your stock. Once your order has been placed, our team will contact you to confirm when your order is ready for collection and provide your collection details.

Our warehouse collection hours are Monday to Friday, 9:00am–3:00pm. If you are unable to arrange collection within these hours, a delivery service will need to be organised. Additional delivery charges may apply.

Please ensure you arrive with a vehicle that is suitable for transporting your order, particularly for bulky or oversized items. Items may be collected in their original packaging and you will need to ensure your vehicle has sufficient space to accommodate the boxed item.

Customers are also responsible for providing their own assistance to safely lift and load items into their vehicle. Please note that Highgate House team members are unable to assist with lifting, loading, or securing items into customer vehicles.

When collecting your order, customers (or their nominated collection representative) are required to bring their order confirmation for verification. Items should be inspected where reasonably possible at the time of collection, and customers will be required to sign a Proof of Pick-Up Note confirming receipt of their order.

If any damage, defects, or missing items are identified after collection, these must be reported to Highgate House within 24 hours of collection, along with supporting photos where applicable.

Once items have been collected, customers are responsible for ensuring items are handled, transported, and stored appropriately. Highgate House is unable to accept responsibility for damage caused during customer transport or for issues reported outside the required notification timeframe.