Frequently Asked Questions
We may not be able to answer every question, but we can try most of them!
Placing an order
Q. How secure are my details if I place an order with Outdoor Republic?
Customer security is out number one priority - we always place your privacy above our profits. We’ve invested in some of the most advanced web security systems, ensuring that your personal and transaction details are 100% protected.
Q. How do I make changes to an order I just placed?
It’s okay to change your mind - it happens to all of us. To request a change in your order, please email us at hello@outdoorrepublic.com.au or call us on 03 88381228. Our friendly team of experts will be happy to assist you*. *Please note that a change in your order can only be made prior to delivery. Such changes may result in a delayed lead time and/or an increase in price.
Q. Can you tell me how quickly I’ll be able to receive a specific item?
When browsing our online store, you’ll find an indication of an item’s current lead time on its product page. We’ll also remind you of your order’s estimated delivery time during checkout and on your email confirmation. If there are any issues with your order we’ll be sure to keep you updated.
*Please note that Outdoor Republic can not be held liable for delays that are out of our control.
Q. How can I track my order?
To check the status of your order, please email our team at hello@outdoorrepublic.com.au, or call us on 03 88381228. Our friendly experts will be happy to provide you with an update.
Q. I’ve found the same product cheaper elsewhere - will you price match?
We pride ourselves on providing our customers with exceptional value for money. We’ll gladly price match any product you find cheaper elsewhere
Q. My order is late - what should I do?
Not to worry. We’ll keep you updated on any changes to your estimated delivery time. Naturally, there’s always a chance of a delay that’s out of our control, but we’ll always do our best to keep you informed. If you’re experiencing issues with your delivery, please email our team at hello@outdoorrepublic.com.au, or call us on 03 88381228. We’ll be more than happy to assist you
Q. The item I want isn’t in stock - how long will I have to wait for it?
We deal with stock availability on a case-by-case basis. If you would like to know about a specific product, please contact our customer services team by emailing hello@outdoorrepublic.com.au or calling 03 88381228. We’ll be happy to assist you.
Receiving your furniture
Q. I’m a vulnerable customer concerned about the risk of COVID-19 - is your delivery service safe?
The recent pandemic has posed significant challenges for us, but we’re proud to confirm that Outdoor Republic is operating a safe, non-contact delivery service.
Q. I’ve received my furniture, but it doesn’t fit - what can I do?
We’ve all ordered something that’s not a good fit in some respects. It’s important to measure your space carefully to ensure that the product you pick suits your needs.
Should you wish to return your furniture, you’ll need to return the undamaged product with its original receipt and perfect condition original packaging within 14 days.
We will refund you the total amount, minus the delivery fee for both ways.
Q. Do you deliver overseas
We currently offer Australia-wide shipping, but not overseas. If you’d like to nominate a third party shipper, we’ll happily deliver your items to their Australia shipping address.
Please contact a member of our team on 03 88381228 if you’d like to avail of this service.
Q. What are your delivery charges?
Our delivery prices vary depending on the product. Please refer to your item’s product page for more information
Payment
Q. What kinds of payments do you accept online?
We accept all major credit and debit cards including Visa, Mastercard and American Express. We also accept Paypal payments. Should you wish to Buy Now Pay Later, we offer finance options up to $1,000 interest free. Please refer to our payments page for more information.
Q. Do I have to pay in full or can I pay a deposit?
If your order is eligible for a deposit, we’ll notify you that this is an option and provide details on how to proceed. Should you wish to proceed, the remaining balance will be debited automatically from your given payment method, prior to delivery. You will only be contacted about this if there is an issue.
Q. How do I apply for Interest Free Credit?
Outdoor Republic will offer you the option of paying in easy to manage installments, interest free*
*subject to a minimum order value.
Q. Am I eligible for Interest Free Credit?
To take advantage of this payment method, you must first meet the following criteria: •18 years of age or above •You or your partner are in permanent paid employment (over 16 hours per week), retired (receiving a pension) or self employed •Been an Australian resident or at least 12 months and will continue your residency in Australia •Have Bank or Building Society current account details available to be able to complete the direct debit order Applications will not normally be accepted in the following circumstances: •Unemployment and partner also not working •Students When paying with credit, we can only deliver the furniture to the billing address as specified on your finance application. If you go ahead with Interest Free Credit, we will ask you to create a temporary account with a password. Our underwriters will contact you if they need more information about your application. You can keep track of your applications progress by logging onto your account. You will be notified of the decision either by email or on your account. Please call us on 03 88381228 if you have any further questions.
Q. What if I want to cancel my credit contract?
You are given a 14 day cool off period, during which you can cancel your contract at any time. This period starts the day after your E signature has been completed on your credit agreement. Delivery of your items can not be made until our finance providers have confirmed with Outdoor Republic that your application has been approved, processed and signed. \ In the event that you choose to cancel your order, you can up to 14 calendar days after your order has been received and delivered. Once you have advised us by email, any deposits paid will be refunded back to your card. This can take up to seven working days to be credited back to your account.
When do I start paying my Interest Free Credit Installments?
Once 75% of your order’s total value has been delivered to your home address, our finance provider will contact you to advise that the instalments will begin to be collected from your chosen bank account. Generally, the first instalment is around 4 weeks from, or during the calendar month following the month of your delivery day.
Q. What happens if my online application is declined?
In the event that your loan is not approved, our finance will contact you immediately regarding their decision. Please note that Outdoor Republic is not responsible for this decision. Any questions regarding the decision will need to be taken up with our finance provider.
Returns and Cancellations
Q. I’ve changed my mind and would like to cancel my order - what should I do?
Whatever your reason, we’ll allow you to cancel your order at any time prior to your delivery. To request a cancellation, simply call us on 03 88381228 or email us at hello@outdoorrepublic.com.au. One of our team members will be happy to assist you.
Q. I don’t like the products I’ve received, can I return them?
Should you decide you don’t want to keep your purchase, you have 14 days from the day of delivery to let us know. Simply let us know by email or phone that you no longer wish to keep your order, detailing your reason for returning it. You’ll need to return the undamaged product with its original receipt and perfect condition original packaging within 14 days. We will refund you the total amount, minus the delivery fee for both ways. Our contact details can be found on our contact us
Q. I can’t transport my return to the collection point - what should I do?
We can collect your returns for you, however this service is subject to a collection fee that’s dependent on a number of factors. What you’re returning, the number of items you’re returning and where you live will have an effect on the fee. In some cases, this may be up to 25% of the value of each item. We ask that if you’re returning an item that you: - Ensure it’s in the same condition that you received it (we will not refund you if there are any signs of damage) - Ensure that your item is available to collect within 14 days
Customer Care
Q. What should I do if I find a fault with my furniture after delivery?
In the unlikely event that your product has arrived damaged, please call us on 03 88381228 or email us at hello@outdoorrepublic.com.au to tell us the problem so we can sort things out for you.
Q. My furniture was damaged on delivery - what should I do?
No one wants to receive a damage product, but unfortunately accidents can happen. We’ll try our best to put things right for you as soon as possible. If you find your product is damaged upon arrival, we’ll happily exchange it for you free of charge.
Please note that you must complete and sign an incident form to record the problem. We may ask to see photographs to provide evidence to the paperwork.
In the unlikely event that your product has arrived damaged, please call us on 03 88381228 or email us at hello@outdoorrepublic.com.au to tell us the problem so we can sort things out for you.
Q. Who should I contact if I have a complaint?
Our friendly team of experts are dedicated to providing the best possible service. We care about our customers like they’re our family, and we pride ourselves on our empathy and reliability.
Should you have a complaint, we’re always happy to help. Please contact our customer care team by calling 03 88381228 or email us at hello@outdoorrepublic.com.au.
What if I just had renovations done?
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Do I get discounts if I’m a frequent customer?
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Can I return my purchased furniture?
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When will the items be available if it’s out-of-stock?
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Can I change my preordered items?
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How can I change my information from my subscription?
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Is there a way to cancel my preordered furniture?
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How long does the delivery take?
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