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

• Trade Customers 

  Our online form allows web registered customers to lodge a claim or request a spare part quickly and easily at any time of the day or night. It also provides you with a trackable case number. To lodge a case with our Claims department for priority follow-up, please locate the relevant invoice, have at least 1 photograph ready, and login here to complete the form. If you need support to complete the form, we are here to help! Please contact claims@globewest.com.au or (03) 9518 1600 (option 5) for assistance. 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. 

• General Public 

  We want you to love your products as much as we do. If you have any concerns, please reach out to us claims@globewest.com.au and let us know what is happening, along with any product imagery and details of when you purchased it.

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

• Trade Customer & General Public 

  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?

• Trade Customer & General Public 

  Yes. To request a spare part please login and complete our online spare parts request here. You will be asked for the invoice or sales order number that relates to this item, the product code and a photo if available. If you need support to complete the form, we are here to help! Please contact claims@globewest.com.au or 03 9518 1600 (option 5) for assistance. 

How do you decide between repair and replacement?

• Trade Customer & General Public 

  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. Submit your claim via our online portal here. You will be prompted to provide your invoice number, photographs and a brief descriptions of the issue.

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

• Trade Customer & General Public 

  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? 

• Trade Customer & General Public 

  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.