FAQs

Below are our frequently asked questions. If you have a question that isn’t answered below or you’d just like to get in touch, please email info@plyroom.com.au.

 

PRODUCT DETAILS

WHERE ARE MY PRODUCTS MADE?

Our beautiful furniture range is hand-crafted in Milan, Italy. Smaller homewares and interior pieces are made by small-scale makers and artisans, both locally in Melbourne and across the globe. Meet out makers here.

WHAT ARE THE ADVANTAGES OF PLYROOM FURNITURE WITH RESPECT TO TRADITIONAL FURNITURE OR CHEAPER FLAT PACK ALTERNATIVES?

Plyroom products are original designs only. We do not sell copies or replicas. Many of our products utilise an ingenious and unique joinery system which means the products do not require metal screws. Using this time honoured technique of wooden dowels and interlocking, joinery preserves the strength and integrity of each product.

Our curved pieces are created in Italy using a long-standing proprietary wood-curving technology which results in a beautifully curved and elegant finish.

The way our flat-pack products are designed to be assembled is extremely simple, making them intuitive to assemble and disassemble for customers. When disassembled the products occupy very little space. Our products are not subject to the deterioration typically experienced in cheaper alternatives because they do not contain MDF or chipboard and it’s possible to replace individual parts without having to buy a new piece of furniture which minimises waste.

HOW DO I ASSEMBLE MY PRODUCT(S)?

Each of our flat-pack products are assembled differently, however these simple instructions apply to all:

- Assemble slowly. Tap one side in, then the other, slowly, alternating between the two sides, so that it doesn’t cause undue pressure.

You will receive a set of easy-to-follow instructions to help you assemble your specific product. We recommend having someone to help assist you during assembly. If you have any questions at all during the process, please don’t hesitate to contact us.



Video created by Rosie Fea

WHAT DO I NEED TO ASSEMBLE MY PRODUCT?

The most you will need to assemble any piece is a hammer and mallet. Some pieces need only be assembled by hand.

 

CAN I DISASSEMBLE AND REASSEMBLE MY PRODUCT?

Yes, but please take care when disassembling your furniture as rough handling may lead to chipping or denting of the product.


Video created by Rosie Fea

 

WHERE CAN I GO TO SEE THE PRODUCTS IN PERSON?

We have a studio in Northcote, Melbourne. It is open Monday - Friday by appointment. If you would like to see our products in person but you live in another area, please visit our store locator to find a retailer near you. All our furniture retailers have our furniture on display, however, please call ahead to ensure the item is in stock.

 

SHIPPING

HOW LONG WILL IT TAKE FOR MY PRODUCT TO BE DELIVERED?

If your item is in stock, it will be dispatched from our Melbourne warehouse within 2 business days of confirmation of your order. Postage and delivery times differ depending on your location.

For items currently out of stock, production and delivery times are specified on each of the product pages. Please get in touch with us if you need further assistance with the estimated arrival of your product.

 

HOW MUCH WILL DELIVERY COST?

We do our best to ensure competitive delivery rates. Cost of shipping on all orders depends on your location and the weight/dimensions of your order. This applies for metropolitan and regional deliveries around Australia. We also offer a white glove service for East Coast deliveries which includes assembly of furniture and removal of waste.

 

CAN I PICK UP MY ORDER DIRECT FROM PLYROOM?

Yes, you can collect your order from our studio in Northcote VIC. Find us here.

 

HOW CAN I TRACK MY ORDER?

Once you’ve placed your order, you’ll be informed by email at each of these stages:

For all other enquiries and to further track your order once dispatched, please email info@plyroom.com.au.

 

DOES SOMEONE NEED TO BE HOME TO ACCEPT DELIVERY?

Yes. All orders are delivered by secure courier which requires a signature as proof of receipt. While our carriers provide a door-to-door service, this does not include carrying items upstairs, the placement of items or the removal of packaging. If your order includes larger items, we recommend ensuring an additional person is available to help you place the item in your home.

 

MY ITEMS HAVEN'T ARRIVED YET. WHAT CAN I DO?

If you’ve received email confirmation of dispatch of your order and your items have not yet arrived, please contact info@plyroom.com.au and we’ll provide you with a prompt update.

If you have ordered a product that is not currently in stock, please check the availability on the website for the estimated arrival time of your item. For any additional questions, please don’t hesitate to get in touch at info@plyroom.com.au

 

HOW DO I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?

If you have an account at www.plyroom.com.au you can update your details online anytime. If you’ve placed an order and need to change your shipping dress before confirmation of dispatch or if you placed an order without setting up an account, please email us at info@plyroom.com.au

 

RETURNS

WHAT’S YOUR RETURN POLICY?

We truly believe you will love your Plyroom furniture, however we do offer a returns policy for change of mind. You can return any item within 14 days of delivery. To confirm the return process, please email info@plyroom.com.au.

All returned items must be unopened in their original packaging without being assembled or part-assembled in any way. After the approval of your return, we will provide you with a refund minus the delivery costs to return the product and minus a 20% restocking fee. Delivery costs can vary depending on the location and carrier. The refund will be processed within 7-10 days from the date we receive the return.

 

WHAT IF MY PRODUCT IS FAULTY?

In the unexpected event of receiving a faulty product or, if you have a warranty claim within 12 months of purchase, please contact us by email at info@plyroom.com.au. If the product is found faulty or if the warranty claim is accepted, we will arrange a replacement, store credit or refund for the item, and cover associated freight costs.

 

I NEED TO RETURN AN ITEM, BUT I DON'T HAVE THE ORIGINAL PACKAGING. WHAT SHOULD I DO?

For change of mind, items must be unused and in their original packaging in order to issue an refund. If the item is faulty, but items are no longer in their original packaging, you can still submit a return claim by emailing info@plyroom.com.au.

   

CARE INSTRUCTIONS

HOW SHOULD I CARE FOR MY FURNITURE?

Clean your furniture by wiping with a soft, dry or, if need be, slightly damp cloth. Please do not use any abrasives or cleaning products as these can damage the finish. We recommend protecting the furntiture item from very hot or wet objects and always wipe spills immediately with a damp or dry cloth.

When placing furniture in your space, please be mindful of environmental factors. Avoid placing furniture in areas of strong sunlight, as this may cause the finish to fade and can contribute to structural movement. The use of humidifiers near, or on, the product may also harm the finish.

 

IS YOUR FURNITURE SIMPLE TO ASSEMBLE?

Yes! Our furniture is wonderfully simple to assemble. We recommend assembling the product on carpet or a soft surface such as the product packaging to prevent scratching. If you would like an additional copy of assembly instructions please email info@plyroom.com.au.

  

I NEED A REPLACEMENT PART. WHERE CAN I GET IT? 

If you need replacement parts or hardware for your furniture, you can purchase these by contacting us at info@plyroom.com.au.

 

WARRANTY

All Plyroom furniture is covered by a three year warranty which covers any fault, problem, defect or error in relation to the following:

(a) construction of the furniture products (excluding customer assembly)

(b) workmanship and manufacturing

  1. all timber related joints and final pre assembly components

We ensure the quality and durability of our makers’ designs and craftsmanship. Our furniture is not designed to be dragged along floors, unless it includes castors. Always lift and move furniture with care.

Environmental conditions can affect the performance and appearance of your furniture. Strong sunlight, humidity and rapidly changing temperatures can cause changes such as shrinkage, expansion, bowing, splitting and colour change, which are not protected under warranty.

To make a claim please contact info@plyroom.com.au or the store at which you purchased your Plyroom product.

 

MATERIALS

WHAT FINISH IS USED WITH YOUR PRODUCTS?

All Plyroom products are completed with a water-based finish to highlight the natural hue of the material. The finish are non-toxic and free of VOC health hazards. We meet all European, US, Canadian and Australian standards for safety and emissions. The finish of our products means that they are durable and made for daily life.

 

WHAT IS PLYWOOD?

Plywood is pressed timber. Our furniture makers use plywood created from layers of very high quality European Beech, Ash and Birch. Production uses the entire timber log in the process, ensuring a more sustainable use of natural resources. The cross-graining of plywood improves dimensional stability by reducing expansion and shrinkage. Learn more here.

 

IS IT STURDY?

Yes! All our products are very sturdy and durable.

 

WILL THE COLOURS BE IDENTICAL FROM ONE PIECE TO THE NEXT?

Due to the natural grain of the wood, there may be a difference between the colour of each piece which makes each furniture item truly unique.

 

ONE OF MY PIECES OF FURNITURE HAS A SMALL PUZZLE PIECE IN THE WOOD. WHY IS IT THERE?

Wood is a natural material that varies in color, grain and overall appearance and texture. While the product images on the Plyroom website are intended to represent the natural materials used and to display various characteristics of the plywood, they’re not able to show every variation and every individual piece of furniture. This is particularly true for variations in color, pattern, texture and veining.  Some pieces of plywood may feature a small number of colour-matched patches to ensure colour consistency and prevent knots in the timber. These are designed to give each piece a consistent face. The customer acknowledges that timber materials can vary in colour, pattern, and texture. We do not issue returns or refunds because of a patch in furniture items as this is a feature of the materials we use. 

 

PAYMENT OPTIONS

DO YOU CURRENTLY OFFER LAYBY?

Yes, we currently offer a 1 month lay-by for orders over $200. A 30% non-refundable deposit is required as down-payment, with the balance due in a month. To complete your lay-by, please proceed through to checkout and select the 'Lay-Buy' payment option. Terms and conditions apply - see our Lay-by page.