GENERAL QUESTIONS

Do you have a shop front? What are your opening times?

Yes we do, in Melbourne. We were located on 15 Horne street, Elsternwick 3185 and are open from Tuesday to Saturday from 10am to 4pm (to 5pm on Thursdays and Fridays). Our warehouse is located in Cheltenham 3192 and is open by appointment only. We would love the opportunity to meet you in person and to show you the gorgeous furniture we sell on our website. In Elsternwick we are located a minute away from McDonald’s, off Nepean Highway. In Cheltenham we are located less than 10 minutes away from Westfield Southland / off Keys Road near the PUMA factory outlet.  Fell free to call us on 03 9555 6752 or email us at hello@mubuhome.com.au if you have any inquiry prior to coming to visit.

Is all your furniture on display at your store?

Most of it yes but not at all times as we like to swap things around – we recommend you give us a quick call beforehand to let us know which piece of furniture (and colour) you are after so we can have it ready for you to view.

SHIPPING & DELIVERY

How long does delivery take?

Delivery time varies depending on the product, product availability, your location and selected courier. If the product is available in the warehouse at the time of purchase it will be dispatched by end of business the following day. If any item is not available in our warehouse at the time you place your order, we will notify you on the lead time.

Will I have to sign for my delivery? 

Yes, our standard shipping arrangement requires you to sign a delivery form in which you confirm that the product was delivered in a suitable condition (without obvious defects or damage). If you have not given consent for the delivery to be left without a signature, our shipping partner will leave a notice at your home detailing an alternate delivery or collection arrangement.

My items haven’t arrived yet. What can I do?

Please check the estimated dispatch time of each item on your order confirmation email. As soon as your order has been dispatched we will send you a shipping confirmation email. Before contacting us directly, ensure that you check the delivery tracking status of your order. If you do not receive any shipping confirmation or you cannot find any update on the tracking status, please contact our Customer Care Team on 03 9555 6752 or email sales@mubuhome.com.au.

How much will delivery cost?

You can calculate a shipping estimate by entering your postcode on the cart page. The postage cost for your order can be viewed during checkout based on the size of your items and location. The total shipping cost may change depending on additional items that you have added to your cart. Shipping cost will vary according to size, weight, the location you will order from etc. In doubt, always contact us for a custom courier quote. We always strive to offer the best delivery options to our customers.

Melbourne – Can I pick up my items instead of having them delivered?

MuBu Home are happy for our customers in Melbourne to pick up their purchases directly from our warehouse in Cheltenham 3192, 31 Viking Court. Please call prior to make an appointment so we have your goods ready. We will need your payment to be processed prior to pick-up. You can book a time by calling us on 03 9555 6752. Alternatively we offer a delivery + assembly option within Melbourne metro area for $109.

Do you ship internationally?

MuBu Home is based in Australia and currently offers nationwide shipping only. International shipping calculations are not available within our shipping calculator but we would be happy to look into international freight forwarding options for you and provide you with a quote.

What happens if the goods I purchased are damaged upon delivery?

Upon arrival of your boxes, please note any damage to the boxes as well as any damage to the items themselves. Please help us take a few photos of the damage and notify us within 24 hours. If you feel that the damage to an item or a box is too severe, please refuse the package(s) all together. There is no need to refuse all packages if others are in good condition. Please keep the original packaging as you will need it to send the goods back to us. Notify MuBu Home immediately so that we can assist you without any delay and organise a replacement after evaluating your request.

I am moving into a new house in 6 weeks’ time. Can I order my furniture NOW?

For sure! We would be happy to take and confirm your order and arrange a shipping date at your convenience. To do so, we will require a 50% deposit on the total amount of your order. Please note that some of our goods at not available in stock at all times. Lead times can vary according to items so please contact us for further details so we can plan your order together and make sure you are all set to move into your new house!

Some of the items I would like to order are out of stock. How long do I have to wait? 

Our stock status varies according to product type and sales. We are always striving to reduce lead times to a minimum. To know more about the availability and lead time on a specific item, please write to us or give us a quick call, we will be happy to assist you.

 

RETURNS & REFUNDS (excl. made to order items)

How can I return an item if I change my mind?

For any change of minds, we will entitle you to a refund provided that, we are informed within 7 days of delivery.  The delivery and collection costs will be deducted from your refund as all return costs occur at the buyer’s expense. Please note that some courier companies charge a re-collect fee, in case no one is home when they are attempting to collect a parcel. This fee also incurs to the buyers as we have no control over personal arrangements. No return will be accepted if any of the items are partly assembled or removed from their original packaging. Upon receipt of returned goods, we will inspect them and process the refund within 7 working days if all goods are in their original condition, i.e. new and in their original packaging. Please contact hello@mubuhome.com.au for further information.

How about refunds for returned goods?

Buyers have 7 days to return any items they are not happy with. Upon receipt of your goods, we will assess your request within 2 working days and notify you of a potential refund or replacement, based on your preference. Our customer support team will be in touch with you and guide you through the process.

CANCELLATIONS (FOR MADE-TO-ORDER ITEMS | MuBu Furniture)

With all our made-to-order furniture we are unable to accept the cancellation of an order, an exchange or a refund. If you cancel your order before we have commenced manufacturing your furniture, you will forfeit your deposit (50%). For made-to-order items which we have started manufacturing or for which we have already sourced raw materials and supplies, the cancellation fee will be determined at our discretion, based on the stage of manufacturing we are at. If a cancellation is made when an item is ready and out for delivery, the full amount of the order will be retained and no refund will be made. We appreciate that changes of mind happen and we will strive to assist you as much as we can. A lot of raw materials, time, work and dedication is involved in the manufacturing process of our MuBu furniture so we hope you will understand that the above are our terms and conditions and we thank you in advance for your understanding.

PAYMENTS & DEPOSITS

MuBu Home accept different methods of payment including EFTPOS, credit card and direct deposit. For all furniture orders whereby items are in stock and ready to dispatch, full payment is required upon placing the order.

We accept deposits for the following: pre-orders (in case items are not in stock and there is a significant lead time involved) and made-to-order furniture (MuBu items). A 50% deposit is required to confirm your order and the 50% outstanding balance + delivery fee is due upon completion (or arrival) of your items and before delivery. If for any reason, you are not able to pick up or receive your furniture (for personal reasons, holidays, delays in renovation works etc.) you are still required to pay your final invoice when your furniture is complete and  your final invoice is issued. Any late payments will incur a 5% surcharge on the amount due, which will be added to the total balance due before delivery. Please note that storage fees may also incur.

WARRANTY INFORMATION

All our imported timber products come with a 1 year manufacturers’ warranty. Sofas by Sketch interior come with a 10 year structural warranty on frame, 5 year warranty on foam and 2 year on fabric. MuBu timber products and upholstery products come with a 10 year structural warranty, 5 year warranty on foam and 2 year on fabric. Whilst MuBu Home have a warranty on most of our products, it does not cover normal wear and tear or damage arising from abnormal use, improper maintenance or modification in any way. Please read on for instructions on Product Care:

PRODUCT CARE

Are the products I view on my computer the exact colour I should expect to receive?

We sell solid timber items and timber veneered furniture. There may be a slight colour variance from pictures online and also from item to item due to the nature of the timber grain. Also take in consideration the colour variation that may occur depending on the computer screen or mobile device you may be using to view our products.

Will my oak sideboard match my oak table?

All natural timbers have colour variations. Our manufacturers carefully pick the timber that goes into our products for as little variance as possible so that our product range can be mixed and matched accordingly.

What is the best way to clean my dining table?

Solid wood and veneer furniture care – taking care of your furniture starts with protecting it from heat, marks etc. so we recommend using tablecloths and coasters to help prevent marking, scratching and other damages. We advise you to use a soft warm cloth to clean surfaces such as dining tables and coffee tables and a soft dry cloth to dust off your cabinets, entertainment units, bedside tables etc. on a weekly basis. Whenever possible avoid direct sunlight as the colour of your furniture could be altered. Also avoid placing hot and wet items directly on the surface of your furniture as marks could be left and hard to remove.

 How should I clean my sofa?

Upholstery care – To take the best care of your fabric / upholstered furniture, please follow the care instructions on the care label attached to your sofa/chair. Vacuum your furniture regularly with a soft brush attachment. If you can, rotate the cushions on a regular basis. Using a professional dry cleaning service once a year to keep your fabric fresh and good looking is highly recommended. Temporary pilling can happen with some fabrics, this is normal and can be removed easily using a de-pilling machine. It is important not to place your fabric / upholstered furniture in direct sunlight as the colour could fade. Avoid placing your furniture next to a fireplace or heater as the heat could damage the fabric.

Do’s and Don’ts 

  • use coasters and placemats
  • do not leave water on dining | coffee | side table surfaces
  • use a damp soft cloth to clean your furniture and remove any dust – do not spot clean
  • do not use harsh cleaning products
  • do not place your furniture in direct sunlight
  • do not place your furniture next to a heater or fireplace
  • if you need to move your furniture around your place, do not drag it, instead ask for help to lift it up and make sure you do not lean your piece of furniture on any of its legs for support, even for a short amount of time

ONLINE SHOPPING

Will I get an order confirmation after purchasing online?

Yes! You will receive and email from us confirming the details of your order followed with shipping information. In the event of unexpected issues with the items you ordered (stock, colour, lead time etc.) or should we not be able to process your payment, we will be in touch with you without delay to keep you updated on your order.

I love your furniture but dislike paying online. What can I do?

We understand your concerns. All transfers done through MuBu Home are transacted through a dedicated gateway to guarantee the protection of your data. Your credit card information will not be stored and is handled over SSL encryption so you can enjoy your online shopping experience with peace of mind. We accept credit cards, Visa & MasterCard and Paypal. We also accept payment by bank transfer. If you are located in Melbourne, come by our store.

Will all my personal information be kept private?

Yes, at all times. Your personal information is kept private and confidential. Never will it be shared with a third party.

TRADE INQUIRIES

Do you welcome trade inquiries?

We welcome all trade inquiries – big or small, we look forward to hearing about your projects. We are happy to assist you in finding the gems you are looking for and are happy to offer exclusive trade discounts on our range of furniture. We pride ourselves in offering a personalised service & follow up so we look forward to working with you.

OTHER QUESTIONS

Please let us know!

We will be adding any question that you may have and which we have not covered in our FAQs. Again, we’re just a phone call away so don’t hesitate to contact us on 03 9555 6752 should you need any clarification or additional information.

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