FAQs

 

How to Buy

General Public 

GlobeWest products can be purchased via retail stockists and authorised design professionals who can help you harness your home's unique features to compliment your personal style. Find a Stockist or Find a Designer

Trade Customers Only

If you are a design professional or retailer where furniture specification, sales or rental is a primary part of your business, you are eligible to apply for a trade account, click here

If you are already a registered trade customer, log into your account and create quotes, orders and access other trade-only benefits. 

Viewing Product

Do you have a showroom?

Yes. We have showrooms in all major cities in Australia and one in Auckland, New Zealand. To view locations and book an appointment, click here.

All welcome to view and experience the largest selection of our products. Purchases via trade account holders only. Refer how to buy as General Public here.

What are your showroom locations & opening hours?

Head to our Contact Us page and select your desired location for opening hours and more information about our showrooms.   

Are you open on Saturdays?

All Australian showrooms are open Monday – Friday. Opening hours are listed on each of the showroom's profile pages - click here.

Are all the items listed online, displayed in your showrooms?

Due to the scale of our collection, it is not possible to display every style in every colour. There is an extensive showcase in each showroom and we try to ensure a representation from each collection is displayed. 

Please phone or email prior to visiting the showroom to enquire if the items you are interested in viewing are on display.

Can anyone walk into a showroom or do you need to make an appointment?

So we can offer you the best customer service, we encourage you to make an appointment by contacting your nearest showroom. Please note we are a wholesaler so whilst general public are always welcome to view products, you will then be referred to a stockist or interior designer to order/ purchase.

Can customers/clients come to a GlobeWest showroom without the accompaniment of their design consultant?

Yes. We encourage you to book them in by contacting your nearest showroom, and prepare them for their visit so we can be of best assistance.  

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Product Availability

How do i check stock availability or receive a stock list?

We do not have a stock list as it changes so frequently. Approved (Trade) customers with web accounts can click the check stock button within the website's quoting tool which generates an automated email request with style codes and quantities to our administration team. 

We endeavour to respond to your stock checks as soon as we can within our office hours of 8.30am - 4.30pm Monday to Friday. 

If an item i require is out of stock, what can i do to secure the item?

If you are interested in securing items which are not currently in stock and on backorder, place a firm order to secure the item. We will request a 30% deposit to allocate the item from the coming container(s) to yourself. Please note that if no payment has been applied within 3 days, the goods may be re-allocated to another client.

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Ordering - Trade Customers Only 

Please Note: All orders must be placed via GlobeWest's authorised trade customers. This section is for Trade Customers only. 

Do you loan/ hire products?

We do not hire product or provide loans unless there is a demonstrable marketing benefit for the GlobeWest brand. These will be considered by our Marketing team.  Please complete the request form on our website press page 

How do I receive a quote?  

Once you are logged in, you can create your own quote by selecting the products you would like and clicking add to quote.

If you would like to obtain stock availability, simply click Check Stock.

If you would like to obtain a freight and installation quote, you will need to Confirm Order and provide all delivery details. Please clearly notate it is for quoting purposes only in the Add Notes field.

I am ready to make a purchase; how can I place my order?

If you are an approved customer of GlobeWest, you can log in and seamlessly create orders via our websites' quoting and ordering system. This is the most efficient process as stock, to the extent available, is automatically and immediately allocated against your order

Alternatively email the list of required items (including detailed product codes) to your local showroom, allocated sales administrator or orders@globewest.com.au.

Please note that although we do accept orders placed over the phone, we will request a written copy of the order to ensure the correct items are noted to eliminate any error in the finish/size etc. of product required.

If you are having difficulty doing this, please feel free to contact the Melbourne head office for assistance at enquries@globewest.com.au or phone 03 9518 1600. 

I’ve placed an order online, what happens now?

Once an order is processed online, it will load into our system and a team member from head office will send through a Proforma Invoice which will include stock availability details and freight charges. To assist us, please ensure the nature of the delivery is advised at the time of placing your order. Please allow 24 – 48 hours prior to following up your online orders.

How can I tell if assembly is required/ Do you offer install and assembly on orders?

It will state on the website under the product page whether the product is knock-down or requires assembly.

Installation (un-pack, assembly & rubbish removal) service can be arranged and quoted however costs are dependent on the number of items requiring assembly, delivery area, complexity of installation, site access and manpower required – please contact head office in Melbourne for more information and a quote.

*Please note -  some carriers do not offer this service 

What if I need to cancel my order?

Please contact the GlobeWest sales administrator at head office that processed your order via email – order cancellations must be advised in writing and will be at GlobeWest’s discretion. 

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Payment and Invoicing - Trade Customers Only 

General Public 

GlobeWest does not sell direct-to-public. This section is for Trade Customers only. 

I have not received an invoice yet for my order

Please allow 48 hours to get your Order Confirmation back. If it’s been longer than 48 hours, please contact our Melbourne head office at orders@globewest.com.au or 03 9518 1600

Tax Invoices are only generated AFTER goods have been shipped and will be emailed to you at that stage. Only packing slips are provided with delivery/ collection.  

I’ve paid for an invoice, when will I receive my order?

This will depend on (i) when we received electronic proof or confirmation of payment as some areas are only serviced once or twice weekly, (ii) whether the goods are in stock now and (iii)where you are located.

We have interstate trucks collecting from our Melbourne warehouse each week. The lead times quoted below depends upon when payment confirmation is received and the timing of the next truck to the Capital Cities. A guide for deliveries is outlined below:

  • Allow up to 1-2 weeks for SA metro freight
  • Allow approximately 1-2 weeks for metro QLD (excludes far north QLD) 
  • Allow approximately 1-2 weeks for metro NSW deliveries 
  • Local Melbourne deliveries can vary depending on demand and the delivery location.  Our local Melbourne contractors deliver regularly during the week based on delivery routes devised to fulfill Client despatches in the most timely and efficient manner. Whilst we endeavour to do our best, we cannot guarantee that orders will be delivered locally within 5 business days of full payment of the order being received. For WA deliveries, WA based Clients should contact our WA distributor Roxby Lane as they hold stock of some items in their warehouse. 
  • For eastern sea board clients requiring delivery to WA – please contact the Melbourne head office for lead times and to arrange despatch.
  • NZ enquiries should be directed to Soren Liv 

If you have a short lead time, please specify this at the time of placing your order and ensure prompt payment can be made to facilitate despatch. We will endeavour to manage despatch accordingly.

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Delivery - Trade Customers Only 

General Public 

This section is for Trade Customers only - if you are awaiting delivery via a stylist or retailer please get in contact with them. 

Can I collect from your Melbourne warehouse?

Yes, you can request to collect from our Springvale warehouse. We do require 24 hours’ notification prior to collection to allow the warehouse time to pick the order. It is important that payment has been made and confirmation thereof forwarded to the Finance Team and your Sales Administration Team as they need to instruct warehouse to pick the order and have it ready for your collection.

Our warehouse is open between 7.30am & 4.30pm Monday – Friday

Proof of payment is required prior to collection, please present your Order Confirmation(s) at the warehouse office: Unit 2, 20-22 Parsons Avenue, Springvale as this reference will assist them in identifying which order(s) are to be collected.

Can I collect from your showrooms or a warehouse outside Melbourne?

GlobeWest distributes all stock from its central Melbourne warehouse. Freight is payable ex Melbourne for all local and interstate Customers.

As a general rule, stock cannot be collected from our interstate showrooms and are to be delivered direct to Client’s.

What is the normal delivery time to Sydney and Brisbane metro if the item is in stock in the warehouse? 

Allow 3-10 business days for delivery to Brisbane from the time we receive confirmation of payment. 

Do you deliver internationally?

We do not ship individual items internationally but have distributors in the USA or New Zealand. You are however welcome to arrange your own freight and shipment internationally if you want

Please click here to view our international showroom information.

If you are located outside NZ or the USA and have a volume / container based project opportunity please contact sales@globewest.com.au.

Warranty

Is there any way I can get a commercial warranty for something? 

GlobeWest can provide guidance on which of its products are more suited for Commercial use and it is thus important to disclose in writing the nature of the project and intended use and usage of the selected products where it is to be used for commercial purposes and/or in a commercial environment.

Warranties for commercial installations can be obtained on a case by case basis based on GlobeWest’s ability to determine the suitability of the selected products for the intended use. Please email sales@globewest.com.au the list of product being specified, along with detail on the project & the areas of use for the items. Commercial warranties are at GlobeWest's discretion.

What is the warranty period on GlobeWest products?

All items carry a 12 month manufacturers domestic warranty (excluding fair wear & tear).  If you are specifying any of our items for use in a non-residential environment or where products are to be used within a commercial application (e.g. Rental accommodation or reception area) , please contact our Melbourne head office to discuss the suitability of a product for use in a commercial installation and/or for commercial purposes. 

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Damages and Returns - Trade Customers Only 

I’ve received an order but there’s an issue and I need to make a claim.  What do I do?

General Public:

If you are a member of the general public, please contact your Retailer/ Interior Designer to notify them of any issues with our delivery.  Your Retailer/ Designer will then lodge the claim with GlobeWest & we will be in contact to resolve the issue. 

Trade:

To lodge a claim, you will need to provide the below information to GlobeWest:

  • Image(s) of product issue
  • Corresponding GlobeWest Invoice number
  • Relevant client contact details for inspection/repair/replacement

Please note that GlobeWest reviews each claim individually.  In the case where there is no structural damage, the item(s) will be repaired.  If another form of action is to be taken, GlobeWest will advise ASAP.

I received an order and it’s not what I envisaged it to be, what can I do?

We do not accept returns for “change of mind” or “incorrect items purchased”. Please ensure you review the item’s details online and if you require a swatch/sample, please contact us. 

Please note that colours shown in the catalogue & on the website are indicative only. Timber is a natural product with variations from product to product.  If unsure, please arrange to visit one of our showrooms to view the product.

My furniture is missing a piece; can I get a spare part?

Yes, please contact us via email and provide full product information as well as the invoice # or Order confirmation that relates to this item.

How do you decide between repair and replacement? 

You are entitled to a replacement or refund for a major failure. GlobeWest reserves the right to decide whether a component or item should be repaired or replaced. GlobeWest’s Claims department must be notified of any defect within 7 days of the defect occurring. Contact claims@globewest.com.au with 1. your invoice number or Item Fulfilment #, 2. photographs 3. a brief descriptions of the issue and 4.your contact information.

What happens if my furniture gets damaged in transit (both GlobeWest nominated carrier and client arranged carrier)? 

If transit damage occurs via a GlobeWest nominated carrier and freight has been billed/charged to the client by GlobeWest, we will work on the client’s behalf to resolve the issue with the carrier. For items collected by the customer or customers nominated carrier, the customer will need to take necessary steps to resolve the issue with their carrier.  

How long does a refund take? 

Refunds will only be processed once goods are receipted back into our Melbourne warehouse. The timing of this refund is thus dependent upon when goods are received by our Melbourne warehouse.

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Product Information

How do I care for my pieces/ do you have care instructions? 

We do. Please refer to the care instructions page on our website here.

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Marketing and Communications

Do you do media loans?

We consider loans for editorial purposes for photoshoots or on occasion, events to generate positive, unpaid editorial coverage for GlobeWest.

Please complete the loan request via our Press page,  include the product you would like to loan and information about the editorial project in the email to assist our decision.  

Do you do collaborations?

Yes. If you are an influencer, brand, stylist or design professional that would like to collaborate with us, please provide the following information in an email to marketing@globewest.com.au so we can assess your request.

  • Social Media handles
  • Monthly website views
  • Social statistics (including follower demographic and geographic information)
  • How you wish to work with GlobeWest 

Who do I contact about editorial requests?

You can find the details of our PR agency and Communications specialists on the press section of our website. 

How do I request an interview with the owner/ head designer at GlobeWest? 

Please head to our Press Page to enter your enquiry.

Can I use your images on my website and/ or social media?

All usages of GlobeWest's Intellectual property including logo, product and lifestyle photography require the written approval of GlobeWest. Please contact marketing@globewest.com.au. For more information please refer to our Terms & Conditions

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Other

I specify/ sell furniture, how do I register for trade?

If you are a retailer of furniture and homeware products, commercial or design professional, please apply here. Once you’ve had a chance to complete & submit the online form, we will review your request and be in touch within 24 hours. If we require further information, we will contact you via phone or email.

I’ve forgotten my password; how do I log back into my online registration?

On the home page of our website, just under the login section is the forgot my password link. Click on this link and enter your email address, this will send a new password straight to your email.

Can I sell these products online?

No products can be sold online without written approval of GlobeWest. To learn more about becoming a stockist, please contact the State Manager of your local showroom.

Do you have fabric samples/ how do I get swatch or sample?

We have fabric and timber samples for most of our products. Please email us at enquiries@globewest.com.au and indicate which sample you require (product name, code and colour), along with your delivery address and we can post it out to you if available.

Where can I find the product dimensions and information?

We have noted the product dimension in each individual product page. With regards to internal dimensions & seat heights, please expand the specifications section for these details. If any details are not shown, please contact our Melbourne head office or your local showroom for further assistance.

Do you offer interior design services?

Whilst our showroom consultants are design trained and can give you suggestions from our collection if you need design advice, we can connect you with a design professional, head to our Find a Designer section.

 

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If you have further enquiries, please don’t hesitate to contact our Melbourne head office on 03 9518 1600 or enquiries@globewest.com.au

We look forward to hearing from you.