FREQUENTLY ASKED QUESTIONS
Where can I see photos of your range?
It’s a really unique concept….you can see our range in our store! That’s right. We want you to come into our shop in person and come and have a look. Our products will be changing as we custom make and replace items so there will always be something new and lovely to look at. Oh, you can also follow us on Instagram and Facebook for some sneak peek pics of what is in store or coming soon.
How expensive are you?
It’s hard to believe that we can be saving you $100’s if not $1000’s of dollars compared to if you were buying from the major retailers, but it is true. So, the concept of ‘expensive’ really varies for people depending on a number of factors. Our customer is someone who is able to afford to shop at mid to high end retailers, but is smart enough to know they shouldn't have to pay for brand equity. Compared to some lower-end retailers and some online stores, we may be considered expensive – however this is not comparing the same quality of furniture and materials.
If you are a bargain basement shopper who is driving from store to store to find ‘the cheapest’ – we are not the store for you. If you are someone who is looking for outstanding style and value with excellent quality pieces that will stand the test of time, and you understand that in life you get what you pay for….Luxe Direct will be your new favourite destination.
Do you deliver?
Yes, we offer delivery for most of our items throughout the Melbourne metropolitan area. Pricing varies depending on the item and where it needs to go.
Do you take away our old mattress?
No, we don’t offer this service however we can give you the details of a recycling company who will come to your home and collect your old mattress.
How long does it take to get a custom made piece of furniture?
It varies, depending on the item and fabric choice and time of year. Mostly we aim to have your new Luxe Direct item in your home within 2-4 weeks. We will always confirm for you at the time of ordering what the ETA will be so you can be prepared.
What happens if I get the furniture home and change my mind?
Once a piece of furniture is sold and taken from the store/delivered to your home you cannot return for change of mind. So, we will be happy to spend time with you making the decision that you are 100% comfortable with before you take the leap! Furniture is unlike other household items in that once it has been in your home, we cannot cost effectively arrange a return process and then re-sell that piece of furniture which can no longer be considered as 'new'. We encourage you to bring in your significant other/anyone of influence in your household prior to making your purchase, so when you get it home, you love it even more than you did when you saw it in the shop, or ordered it to be custom made! We understand that custom made is not easy to know which fabric choice is going to be best, if you want to bring in a friend or interior designer to help you with the selection, the more the merrier. Brett also has a very good eye for colour and design, so he is also happy to share his opinion when requested.
What happens if I subscribe to your newsletter?
Nothing much to begin with (we also believe in being 100% truthful). However as the business grows we hope we can send you offers from time to time or give you a heads-up on exciting news. Don’t worry, we won’t be e-stalking you!
How do I know when I need a new mattress?
Two key things: time and sleep quality. If it’s been more than 10 years we recommend you start looking at replacing your mattress for ultimate sleep quality and comfort. Or maybe you have a relatively ‘new’ mattress but you notice that you are not sleeping well, or you wake with aches and pains, or the shape and comfort has deteriorated.
How can I trust you as you are not a known brand?
Whilst Luxe Direct is a new business name, Brett has been in the industry for over 15 years and prides himself on only selling furniture he would put in his own home. It isn’t unusual to feel a little uncertain when you are making a big purchase from someone you don’t know. However even the greatest businesses started off as an unknown brand. Just like in life, sometimes you have to weigh up all the information to make the best decision. We will be more than happy to answer any of your queries to help you make the best decision.
Do you offer interest free terms?
No, we don’t offer interest free deals like the major brands, mostly because we can’t afford to as we don’t build in these extra costs into our prices. We offer genuine prices upfront, no buffer built in for finance offers.
Got more questions?
Come in and see us, call us or email us. We're always happy for a chat!