All Zuster furniture is made to order and manufactured to your specific instructions.
To order our furniture you will need to contact one of our staff to receive a quotation with the details of the items you wish to order.
All orders must be received in writing and can be placed by fax on (03) 9427 7288 or by email to email@example.com.
Once you have checked the quotation and are happy with it you will need to confirm your order by payment of a 50% deposit (and by the signing of custom drawings if applicable), which will start production of your order.
Payment of the deposit shall constitute acceptance of our “Terms and Conditions”.
Please ensure that you are satisfied with the quotation, design and timber selection before you confirm your order as no refunds are available if the furniture delivered matches your order confirmation.
We will make every effort in the selection and staining of timber grain to match samples provided, however as timber is a natural product it will vary from board to board and an exact match cannot be guaranteed.
Once your order is near complete you will be contacted to arrange a date and time for delivery of your order.
The balance amount owing is required to be paid in full prior to delivery/collection unless there is an agreement in writing to do otherwise.
Requesting changes to an order, once already confirmed will need to be put forward in writing and is subject to approval and may incur an extra charge.
Cancellation of an order once in production will incur a 50% charge (ie loss of deposit).
Made to measure goods carry a 50% cancellation charge (ie loss of deposit) and if the order is cancelled after production is completed, a 100% cancellation charge applies.
For assistance with your order please contact our sales team at our Melbourne Showroom on (03) 9427 7188 between 9am to 5pm Monday to Saturday.
A 50% deposit is required to begin the creation of your furniture with an average lead time for delivery between 6 and 8 weeks with shorter lead times available on request.
Delivery details and any special requests are required in writing at the time of placing your order with delivery fees quoted at this time.
Any variance to the delivery details may incur additional delivery fees.
Once your furniture is near completion we will contact you to arrange delivery and balance payment of your order.
You are able to contact us anytime during the making of your furniture for an update on your expected delivery time.
You are responsible for arranging for someone to accept delivery and ensure there is adequate access and entry to the premises to allow for delivery of your order.
If we are unable to deliver your order it will be returned to us and you will be charged for transport and delivery costs.
If you are unable to accept delivery within 14 days from our first attempted delivery, your order must then be paid in full.
In addition a storage fee of 1% of the value of the goods per month will be charged or $100 per week whichever is higher until delivery can be accepted.
Any additional costs in relation to access, eg crane are at your responsibility.
All products remain the property of Zuster Pty Ltd until your order is paid in full.
Delivery times quoted by Zuster or our representatives are estimates only and Zuster will not be held liable for failure to deliver orders within a specified time.
ONLINE ORDER DELIVERY
All online orders are delivered for a price equal to 10% of the order total.
When placing an online order please ensure all of the delivery details are correct and that someone is available at the delivery address as a signature is required for all deliveries.
We deliver throughout Australia with an estimated delivery time between 3 to 5 working days.
We currently do not deliver to overseas addresses.
Delivery of your order may be delayed for the following reasons:
If delivery of your order will be delayed for any reason we will contact you directly via email and/ or phone you to advise of the delay.
Once your order is dispatched you will receive an email from us letting you know that your order is on its way to you.
If you wish to track your order please contact us with your order details.
Zuster furniture is designed for its timeless beauty and quality.
As part of our continued service we would like to offer the following care instructions to ensure your furniture stays looking great well into the future.
Zuster advises the use of a water based cleaning agent.
Some popular cleaning products contain silicone or ammonia; these products are best avoided as they can soften the coating giving it a cloudy appearance over time.
Zuster recommends using the Zuster Clean product.
As manufacturers of contemporary, designer furniture we set out to develop the best cleaning solution for our furniture and have developed a completely natural aromatherapy homecare range that is suitable for all household finishes including timber, laminate, granite or stone, tiles and stainless steel.
Zuster Clean is water based with a selection of pure essential oils.
The essential oils have been chosen for their beautiful aroma and natural antibacterial and antifungal properties.
Zuster Clean can be purchased directly from our Melbourne and Sydney showrooms or online. Please contact us if you would like more information on Zuster Clean.
Zuster furniture is finished with an ultra violet light protector during the spray painting process, which greatly reduces the discolouration that can occur in direct sunlight.
However excessive direct sunlight may cause the timber to deepen over time and we do not recommend placing our furniture in direct sunlight.
Avoid placing hot dishes or coffee cups directly on Zuster furniture.
Hot plates and cups can burn timber surfaces and coffee and tea can also discolour timber.
Zuster advise that you use heat resistant place mats or coasters.
We also advise that coasters and decorator items are periodically moved to avoid shadows.
Zuster furniture should not be positioned over heating or cooling vents, in front of gas, oil or electrical heaters, open fire places or next to hot electrical appliances such as dryers, kettles or washing machines.
All Zuster furniture items are finishes in a superior, hard wearing lacquer system and will take the occasional spill, however excessive moisture left over time may cause damage to the timber.
If you have a household problem of ‘rising damp’ this may also affect your furniture.
Please take care when moving all furniture and avoid any scraping or knocking against walls, floors or fixtures.
We suggest that you never move furniture alone and bend the knees when lifting.
When lifting our beds <>do not lift from the side rails as they could come apart from the bedhead and the foot.
It is always advised to lift furniture as close to the corners as possible.
We would like to thank you for choosing Zuster furniture. If you have any further queries regarding the care of your furniture please contact us.
At Zuster we take pride in the quality craftsmanship we put into all of our furniture with every item manufactured by us being created to last.
To help your Zuster furniture maintain its beauty please review our care instructions.
If you do have an issue with your furniture and it requires repairing please contact us for an initial assessment.
We may ask for photographs to assist in our determining the best course of action, which may include our advice for a DYI repair, sending you items to repair your furniture, an on-site visit or returning your furniture to us for repair.
Once we have fully assessed the repair requirements we will notify you if your repair is covered under our five (5) year warranty or will inform you of any cost.
Ordering online with Zuster is simple, and you can order on our website anytime, 24 hours and day, 7 days a week.
Our online store can be reached by clicking on the ‘BUY’ link on the top navigation.
Once you have selected items you would like to purchase and added them to your shopping cart simply follow the prompts through the checkout process, which includes:
1. Updating the items in your cart
2. Choose to login, register or checkout as a guest
3. Enter or confirm your billing information and add an alternate shipping address if required
4. Review how your payment will be processed
5. Review your order and make any changes to your cart prior to placing your order
6. Process your payment via Paypal
7. Once you have finalised payment via Paypal you will be redirected back to the Zuster website and receive an order confirmation via email
If you encounter any problems placing your order please contact us or call us on (03) 9427 7188 between 9am to 5pm Monday to Saturday, and we can take your order over the phone with a credit card.
We are not able to place PayPal orders via the phone.
CHANGE OR CANCELING AN ORDER
If you would like add or remove an item from your order, or if you would like to cancel your order, please contact us as soon as possible or call us on (03) 9427 7188 between 9am to 5pm Monday to Friday.
Please include your order reference number listed in your order confirmation email with your enquiry.
We are unable to alter orders once they have been dispatched.
From time to time we will be out of stock of an item awaiting delivery from our supplier. If you order an item that is out of stock we will contact you with information as to when you can expect to receive your order.
You have the option to register to create an account which will store your information allowing for faster checkout for future orders. You will also be able to login and view past orders, reorder items as well as edit and manage your billing and shipping address and add multiple delivery addresses.
If you forget your password just click on the ‘Forgot Your Password?’ link on the Login or Create an Account page, enter the email address of your account and we will email you a link to reset your password.
The Zuster online store uses Paypal to process online payments and accepts payments using Visa, MasterCard and Paypal.
PayPal is an account-based system that lets anyone with an email address securely send and receive online payments using their credit card or bank account.
PayPal allows you to make secure purchases without revealing your credit card number or financial information with payments made immediately much faster than sending bank transfers.
Not only does PayPal help keep this information private, it guarantees 100% protection against unauthorised payments sent from your account.
If you'd like to find out more about PayPal, visit www.paypal.com.au.
If you would like to add or remove an item from your order, or if you would like to cancel your order after placing it, please contact us with your order reference number listed in your order confirmation email.
We are unable to alter orders once they have been dispatched.
Please refer to our returns policy for information on returning or exchanging items.
We want you to be totally happy with our products and services. If you are not happy with your order for any reason and wish to make a return or exchange please contact us to discuss how we are able to help you.
You are entitled to a replacement or refund when you have been sent a product that is faulty, wrongly described or we have made an error with your order.
In an out of stock situation, Zuster will advise you via email of an alternative, extended lead time or a full refund can be arranged if required.
Zuster is not responsible for ensuring that the products are suitable for a particular purpose unless it is self-evident or is made known to us.
Zuster does not accept responsibility for incorrect measurements supplied by customers and/ or third party contractors.
Zuster reserves the right not to accept refunds and exchanges, subject to the return of faulty products or any other product as defined in the Trade Practices Act (1974).
Strictly no refunds, returns or exchanges will be given for the following:
Any claims must be made within 14 days of purchase and/ or receipt of goods.
Freight charges for returned goods shall not be accepted by Zuster unless authorised.
To reduce the risk of fraud all purchases made on a debit/credit card or via Paypal will be credited back to the original card or Paypal account used.
Acceptance of goods returned does not signify any agreement by Zuster or their representatives for a refund, exchange or credit.
Our Returns Policy is in addition to other rights you may have as a consumer under the Australian Consumer Law (ACL).