Frequently
Asked Questions

Select a category below.

Orders & Shipping

Is delivery free?

Free Tracked Shipping. Delivery is free of charge and available Australia-wide.

What are my options for delivery?

At checkout you can select your preference from a number of delivery options, which will include:

 

Express - same day delivery within 3 hours (Sydney metro only*)
Scheduled - specify your preferred time window up to 7 days ahead (Sydney metro only*)
Standard - All other areas will be shipped from our warehouse in Sydney within 24hrs if ordered on a weekday, or from Monday if ordered on the weekend. Deliveries are between 9am and 6pm, Monday through Friday.

 

You will receive a notification when your order has left the Design.Online warehouse and is on route for delivery to you.



*Select areas only, available options for your area will be confirmed during checkout.

Do I need to be home to receive a delivery?

No, you do not need to be present at the time of delivery. At checkout, you will be able to share instructions with the courier delivering your order and can make specific requests, such as to not leave product unattended (if you are not home to accept the delivery), or to leave your delivery in a specific location (in the instance that you are not home to accept the delivery).

How will my Design.Online be delivered?

Your Design.Online furniture will be courier delivered to your front door and will arrive in cardboard cartons. For those who order furniture, we recommend having a friend or family member to help you lift the boxes into your home.

How does the trial period work?

We want you to love your Design.Online so have removed any of the risk of ordering online. All Design.Online furniture comes with a trial period and a full refund policy, so you can try Design.Online in the comfort of your home.

 

All bedding feels different, so it might take some time to adjust to your new mattress, bed frame or pillow. We ask that you give your body time to adjust to a better night's sleep or snoozy nap.

 

If you decide our furniture is not for you, contact us at orders@design.online to organise a collection free of charge and a full refund. For more information, refer to our returns policy.

Am I allowed to exchange my product?

We want you to love your Design.Online furniture, which is why we offer a trial period. If you would like to exchange a product, this can be done by following the returns process and policy.

Do you ship internationally?

Please contact us directly at info@design.online to find out about shipping Design.Online to your country.

Can I pay extra for assembly?

We offer an express courier service but unfortunately don't offer assembly at this time. Our furniture is designed for quick and easy assembly and come with detailed instructions, but if you're having any problems, our consultants will be more than happy to help. Simply contact us via online chat or call us on 1800 841.

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Trial & Returns

How do I return a product?

Returning an item couldn't be easier.

 

Test and try your purchase in the comfort of your own home. Your trial period will begin on the date you receive your order and if you're not convinced you can return your product before the end of your trial period.

 

If you would like to return an item, you may contact us by simply emailing orders@design.online and include your:
- First and last name
- Mobile number
- Delivery address
- Items to be collected and quantity

 

If you're in a metro area serviced by Design.Online, we'll collect your purchase for free. Otherwise, we will provide you with our nearest depot to return it to.

 

After your item has been collected, you will receive your refund in full. Refunds will be the price that was paid for that product, in the original form of your payment and paid within 10 working days after the date of collection or drop off.

Trial Period for Flex Bed, Sleep800 Mattress & Comfort Plus Pillow

Dimensions

The Trial Period for Flex Bed, Sleep800 Mattress and Comfort Plus Pillow is 120 nights.

 

Since you’ve likely been sleeping on another mattress every night for the past few years, your body will need time to adjust to your new Sleep800 Mattress, Flex Bed and Comfort Plus Pillow. We believe you should sleep on these products for at least 30 days before deciding if they are for you or not. Enjoy up to 120 nights and take note of how your sleep improves along the way.

Trial Period for SmartSofa

Lounge, flop, watch NetFlix, sprawl out, curl up, sleep, dream.

 

Test your SmartSofa your way over a 14 day Trial Period.

What products do not have a Trial Period?

Bedding accessories including Year Round Quilt, Tailored Tencel Sheet Sets and Tailored Tencel Quilt Sets.

 

Pop Cushions.

 

SmartSofa accessories including covers, brackets and legs.

 

Flex Bed accessories including covers and legs.

 

Mattress accessories including covers.

 

Should you have a change in mind after receiving these products, we offer full refund if the product is returned within 14 days of delivery and is unopened and in its original condition.  

 

Are there any conditions?

You must be the original purchaser of the product (i.e. the order must be in your name) and products must be returned from the original address that the order was delivered to.

 

We encourage you to try a product first before purchasing many, which is why we limit returns per customer and address to one of each type of product.

 

The product must be undamaged, safe and in such a condition that it will be accepted as a donation by one of Design.Online’s charity partners. This includes the product being free from stains, tears, soiling and odours. Design.Online will not offer a full or partial refund for products that are damaged or that otherwise do not comply with these conditions.

 

We offer a flexible returns policy to make your online shopping experience even easier. We monitor the number of returns made by customers, and continued returns will be flagged and may, at our discretion, lead to the closure of your Design.Online account or future orders to you or your delivery address being refused. If at least one of a particular product type is returned from an initial order, that customer or shipping address will not be eligible for additional Trial Periods on subsequent orders of that particular product (e.g. if you return a SmartSofa, you will not be eligible for the applicable Trial Period on future SmartSofa orders).

How can I check the status of my refund?

Dimensions

We are here to help - contact the Design.Online team at orders@design.online with any questions about your refund.

What happens to returned product?

Returned product is donated to our local charity partner and is used across their services or gifted to those in the community in need of welfare assistance. In certain areas, where our charity partners do not operate, donating returns is unfortunately not possible.

Can I return part of my SmartSofa order?

  • Partial returns and refunds of SmartSofa packages are possible. Please contact us at info@design.online to arrange.
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Warranty

Do Design.Online products come with a warranty?

All of our products come with warranties. For more information, please refer to our written warranty policy.

My product has arrived damaged.  How can I make a warranty claim?

We are here to help. Your product should arrive in a perfect condition every time. If you believe your product is defective or damaged, we will sort out a solution for you.

We recommend that you do not accept/sign for the delivery.

If damage is not noticeable until opening the package, please contact us at orders@design.online with your:

- First and last name
- Mobile number
- Description of the defect or damage and images
- Photos clearly showing the damaged goods

Once we receive your warranty claim, we will be in touch within 3 working days.

 

Can my Design.Online warranty be transferred to another person?

Our warranties are available to the original purchaser only and cannot be transferred to other people.  

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About Design.Online

Why are you called Design.Online?

We have a very clear purpose, and that’s to enhance people’s lives by offering timeless, intelligent design, delivered in under 3 hours, at prices everyone can afford.

 

We have created ground-breaking design at a ground-breaking price.

What is your design philosophy?

Although we are a new brand, our design DNA stretches back to 1977, which is when our parent-company, King Living was founded. King Living is the most awarded furniture company in Australian history and this new business continues that impressive pedigree.

 

Design.Online was born from a King Living research program which was focused on eliminating waste and developing methods for converting production offcuts to new usable materials. The research program was so successful that the company created a new design-focused sub-brand, managed and driven by a team of the most creative and talented young designers and engineers.

 

The Design.Online team set about creating a range of breakthrough products that would revolutionise the way furniture is made, delivered and used.

Can I try Design.Online products before I buy them?

Design.Online products are available online only, which is why we offer risk free trial periods with free returns for many of our products. This way you can try products in the comfort of your home, in your time, your way.

What is Design.Online's approach to environmental sustainability?

Improving lives means doing what we can to be a better business for the world and we are serious about sustainability.

 

We are committed to sustainable product design, we consciously select materials, and look to minimise waste through upcycling, and we are always looking at how we can reduce virgin plastic in our supply chain.

 

Our packaging is deliberately minimal and contains recycled and compostable materials.

 

Our supply chain has been fine tuned to limit our carbon footprint and meet best practice standards.

 

And our products are designed to be up to 99% recyclable.  

 

We are serious about sustainability and looking to redefine the benchmark within the furniture industry.

 

Design.Online products are created for a long life, not landfill.

Am I able to get a fabric or rug sample?

Yes! We can arrange for complimentary rug swatches or fabric swatched to be sent to you via Express Australia Post. To organise swatches or samples, just drop us an email at info@design.online with details of the samples you're after and your preferred postage address.

Does the SmartSofa, Flex dining chair, and Flex Bed come in any other colours?

At the moment, our SmartSofa, Dining chairs and Flex Bed are only available in MAXX Sterling. Our Occasional Chair is available in MAXX Sterling as well as Indie Wash Blue. MAXX Sterling would best be described as a medium grey colour, which compliments a wide range of decors. Our covers are removable so if we do bring out any new colours in the future and you're keen to replace, you will be able to change the covers.

Do you have a showroom or anywhere to view the products?

At this stage, we’re an online retailer only, but be sure to follow our socials and sign up to our newsletter to be the first to know if this changes! Don’t forget – we want you to love your Design.Online so have removed any of the risk of ordering online. All Design.Online furniture comes with a trial period and a full refund policy – including free delivery and free returns - so you can try Design.Online in the comfort of your home.

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SmartSofa

How easy is it to assemble (and disassemble) SmartSofa?

SmartSofa has been designed to be simple to assembly with no tools, no hassles.  

 

Follow our easy to read assembly instructions and your sofa will be set up in less than 10 minutes.  

 

Moving home? SmartSofa is as easy to disassemble and move, as it is to set up. Components simply pack down to fit into the boot of a car.

Dimensions

Will SmartSofa sag?

SmartSofa has been designed with a precision cut, high grade steel frame as its foundation. This supports the sofa’s suspension system, which provides consistent support for the entire seat cushion.  

 

This kind of frame is normally only found in much more expensive sofas. There’s no timber, elastic webbing and no staples, which means your SmartSofa will not warp or sag.

Can I change the covers of SmartSofa?

SmartSofa is covered in elegant, stain resistant and machine washable fabric with covers that are velcroed, not stapled.

 

This means that fabric covers are easily removable – even from around the chair's base, so they can be easily washed or updated with our range of replacement covers.

 

So, as the seasons come and go, Smart Sofa’s removable covers allow you to refresh your look as often as you like. Wash your existing covers or select from our range of replacement styles for a sofa that feels and looks like new.

Is SmartSofa environmentally friendly?

SmartSofa has been designed with a sustainability mindset from beginning-to-end.

 

SmartSofa incorporates recycled and reconstituted high quality foam. This not only saves valuable material from being wasted, it’s also one of the reasons we can offer our customers such astounding value for money.

 

But that’s just part of our sustainability story.

 

For example, SmartSofa is constructed with an incredibly durable steel frame, for strength and long life.

 

Design.Online only use foams that are without ozone depleters, heavy metals and formaldehyde.  Compared with traditional foams, these are better for our environment and your indoor air quality.

 

Our products are designed to be serviceable, with all elements easily accessible, so components can be replaced, rather than the entire bed.  Design.Online furniture truly is designed for a long, sustainable life.

 

99% of materials used in SmartSofa are recyclable.

 

And because all our products are delivered in clever, compact packaging, with products often compressed, we can fit more pieces into every shipment, thus minimising carbon miles.

 

Packaging has been designed to be as minimal but effective as possible, with materials that can all be disposed off in your recycling bin.

How do I convert SmartSofa into a bed?

SmartSofa can be converted into a comfortable bed, the perfect solution for overnight visitors.

 

2 sofa modules convert to a single bed and 4 into a queen.

 

Simply arrange the modules in bed formation and use bed brackets (supplied with sofa arms) in place of the sofa brackets to lower the angle of the arms and add length.

How do I recycle packaging?

Design.Online packaging has been designed with sustainability in mind. Cartons are made from recycled cardboard and use water based inks. Cartons can be disposed of in your kerbside recycling bin.

 

Inner packaging has been designed to be reusable.

Am I able to get fabric samples?

Yes! We can arrange for complimentary rug swatches or fabric samples to be sent to you via Express Australia Post. To organise swatches or samples, just drop us an email at info@design.online with details of the samples you're after and your preferred postage address.

How do I assemble the chaise onto the 3 seater? 

We'd be more than happy to help you with assembly! Just give one of our friendly consultants a call on 1800 841 899 or drop them an email at info@design

If I purchase a 3 or 4 seater SmartSofa now can I add extra modules onto it down the track?

Yes! Our modular design gives you the option to build and

Does the sofa come in any other colours?

At the moment, our SmartSofa, Dining chairs and Flex Bed are only available in MAXX Sterling. Our Occasional chair is available in MAXX Sterling as well as Indie Wash Blue. MAXX Sterling would best be described as a medium grey colour, which compliments a wide range of decors. Our covers are removable so if we do bring out any new colours in the future and you're keen to replace, you will be able to change the covers

Can you get 5 or 7 seat modules?

Yes, you definitely can! If you have any questions on how to order multiple modules, please contact our team via online chat or email us at info@design.online

Can I pay extra for assembly?

We offer an express courier service but unfortunately don't offer assembly at this time. Our furniture is designed for quick and easy assembly and come with detailed instructions, but if you're having any problems, our consultants will be more than happy to help. Simple contact us via online chat or call us on 1800 841

How deep is the sofa?

Our SmartSofa is 760mm deep.

Is the sofa soft or firm?

Smart Sofa’s cleverly engineered combination of graded foams are carefully positioned to offer ‘sit-in’ rather than ‘sit-on’ comfort.

Is it possible to link 2 x 2 seaters to make a 4 seater?

Of course! The SmartSofa is a modular design, you can build and change it however you like. Please reach out to our consultants at info@design.online and they can help with assembly instructions.

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