Our delivery guarantee
We understand how important it is that your home looks and feels just right. That’s why we take extensive measures to ensure that you love your order.
We have our own delivery department which consists of expert craftsmen and movers who have been with us for over 15 years. We always make sure that on arrival you are 100% satisfied with your furniture.
Our furniture is built to last a lifetime, which is why we offer a guarantee that matches this. If anything happens to your furniture after delivery in the first 10 years we are more than happy to fix or replace the issue.
How long does it take?
As we make to order, each piece of furniture varies in time. It can take from 3-12 weeks but in most cases our orders arrive within the 4-6 week period as it is locally made. We are always in contact with our customers in order to make sure they know the progress of their furniture. We want you to feel comfortable for the entire journey start to finish.
Where do you ship to, and how do you ship my order?
We offer a pick up or delivery service. Our two stores in Richmond and Nunawading are available for pickups and our delivery radius is generally located in the Metropolitan Melbourne area. Any deliveries outside this area will be considered special deliveries where we will contact you regarding costs and timing. Our delivery experts are all part of the NA’CO team, we will organise a time for you to be in and deliver it to your destination, installation services are also available.
Refunds and returns
The majority of our products are hand-crafted from solid timbers, and are sourced from sustainable Australian forests.
As no two trees are alike, variation in grain and colour will occur.
These variations are acceptable throughout the cabinetmaking and carpentry industry.
We cannot accept replacement or refund based on variation.
Customers interested in a perfectly consistent colour and graining should consider coloured lacquer cabinetry, or some of the synthetic materials offered by other companies, such as laminate, wood grain melamine or PVC.
In addition to being constructed of natural materials, our products are hand finished.
With that, minor imperfections may be present.
These are considered normal and expected for hand finished, solid timber furniture, and as such are not grounds for refund or replacement.
I’ve changed my mind about an order
Contact us before ordering so we can address any questions or concerns you may have.
We can provide material samples when possible, as well as any additional specifications or information.
We also strongly recommend visiting your nearest showroom to evaluate the product in person to ensure it will suit your needs.
If you have received delivery of your order, only unopened items can be returned for a change of mind refund, less applicable shipping costs.
Reimbursement for returned, unopened items as a change of mind will be processed within one week of our warehouse receiving the returned items.
Items that have been opened cannot be returned because of a change of mind.
I’d like to cancel my order
We offer a 24 hour cancellation period from the time of your online order, anything past this is unable to be cancelled.
In rare cases where an exception to this policy is made, cancellations will be subject to a 20% cancellation fee, based on the total sale price of the items being cancelled.
My order is damaged // I’ve received the wrong item
Contact our customer service team with photos of the item so we can fix the problem as quickly as possible.
Na’Co Design will cover any costs incurred.
If an item is damaged in transit we will replace the item but cannot offer a full order cancellation for a refund.
Sometimes buying furniture online can be a less interactive experience than in store but don’t worry, we will make sure that you have everything you need before & after purchase. Whether that’s samples of the materials or a consultation about the details, we are here to make your experience comfortable so you have no doubts or worries throughout the NA’CO online process.
Our online promise
All discount codes are applied at checkout within the payment screen. Our current live codes are :
ONLINE10 - 10% off all online orders.
MELB1995 - Free shipping on all orders placed online, over $1995 within the Metropolitan Melbourne area.