Custom Order Terms & Conditions — Sofas & Armchairs
Custom Order Terms & Conditions
These Custom Order Terms and Conditions apply to any sofa, armchair or other seating product ordered from OneWorld Collection that is made, upholstered or configured to a customer's specifications — including choice of fabric, configuration, dimensions, or finish — rather than selected as a ready-made, in-stock item (a “Custom Order”). They apply in addition to our standard Terms and Conditions and, to the extent of any inconsistency for Custom Orders, these terms take priority.
1. Payment
Custom Orders must be paid in full at the time the order is placed. We do not accept deposits or part payments for Custom Orders, and your order will not be confirmed or entered into production until payment has been received in full.
2. Estimated Production and Delivery Timeframe
Custom Orders are individually manufactured to your specifications and are not held in stock. Because of this, we are not able to guarantee delivery on a specific date.
Our current estimated production and delivery timeframe for Custom Orders is approximately 3 to 4 months from confirmation of your order. In most cases, orders are completed within 3 months, with the additional month provided as a buffer for matters such as fabric or material availability, manufacturing capacity, the complexity of your customisation, international freight and customs processing, and other circumstances reasonably outside our control. This timeframe is an estimate only, given in good faith based on our usual manufacturing and shipping schedules, and is not a guaranteed delivery date.
We will keep you updated on the progress of your order and will contact you as soon as reasonably practical if we become aware of anything likely to materially affect the estimated timeframe.
3. Change of Mind, Exchanges and Cancellations
Because each Custom Order is manufactured specifically to your chosen specifications and cannot be resold as standard stock, we are unable to offer a refund, exchange or cancellation for change of mind once a Custom Order has been confirmed and entered into production. Please choose carefully and confirm all details — including fabric, configuration, dimensions and finish — before completing payment.
4. Material and Colour Variation
Fabrics, leathers and timbers are natural or dye-lot materials, and we take reasonable care to match the samples you have chosen. Minor variations in colour, grain, texture or pattern between a sample or photograph and your delivered item are a normal feature of these materials and are not considered a fault or defect.
5. Delays
We understand that a long wait can be frustrating, and we aim to keep you informed and to deliver within our estimated timeframe. If your Custom Order is significantly delayed beyond the estimated timeframe provided to you, and that delay is not the result of matters outside our reasonable control, please contact us. We will review your order and, where the delay amounts to a major failure under the Australian Consumer Law, you will be entitled to choose a refund or a replacement in accordance with clause 6 below.
6. Your Rights Under the Australian Consumer Law
Nothing in these Custom Order Terms and Conditions excludes, restricts or modifies, or is intended to exclude, restrict or modify, any consumer guarantee, right or remedy you have under the Australian Consumer Law (ACL) or any other law that cannot be excluded, restricted or modified by agreement.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
7. If We Cannot Fulfil Your Order
If we become unable to fulfil your Custom Order — for example, because a chosen fabric or component becomes permanently unavailable — we will contact you to discuss your options, which may include selecting an alternative material, agreeing to a revised timeframe, or receiving a full refund.
8. Contact Us
If you have any questions about your Custom Order, or are concerned about a delay, please contact us at [insert email] or [insert phone number] and we will work with you to resolve it.