Frequently Asked Questions
Can I track my order?
Yes! When we dispatch your order for delivery you will receive a unique tracking number by email. Once you have this tracking number you can check the current status of your shipment.
How long will my order take to arrive?
We aim to dispatch all standard orders within 2 business days. We ship with Australia Post, so when your package arrives depends on where you live and the Parcel Post delivery times. Australia Post have provided the shipping estimates below, to give you an idea of when you should expect your order, so you can stalk your postie accordingly.
• Victorian deliveries - Aim for Parcel Post items to arrive in 2 to 5 business days.
• Interstate metro deliveries - Aim for Parcel Post items to arrive in 3 to 6 business days.
• Interstate regional deliveries – Aim for Parcel Post items to arrive in 3 to 11 business days.
Note, due to COVID-19, deliveries may be delayed. Please refer to the Australia Post website for the latest delivery time information
Oops! Can I change or cancel my order once I’ve placed it?
We understand! We all make mistakes or things can change. Please get in contact with us via email [email protected] or call our lovely warehouse team on 03 8590 8181, as soon as possible so we can fix this for you.
Please note, once orders have been dispatched, we are unable to change or cancel the order.
Can I place an item on hold or lay-by until I am ready?
We offer Afterpay and Zip pay online so you can purchase guilt free! Unfortunately, we do cannot place items on hold without payment or deposit.
What about refunds & returns?
We offer full refunds within 7 days of your purchase, and exchanges within 14 days of your purchase.
Read all the boring but necessary return details below. Please choose carefully as we do not offer refunds or exchanges for change of mind on purchases of non-stocked or custom items. This includes furniture, mirrors, framed artwork, lighting, rugs and custom-made cushions.
What if I ordered something on pre-order?
We love new stuff as much as the next person! In order to give you the best chance to secure stock, we often give you guys the opportunity to place things on pre-order. This means that you place the order, for delivery a little bit later. You'll know if something is on pre-order as it will clearly mention on the product along with an expected due date.
Please note: expected due dates are subject to change.
What if I order things on pre-order as well as things that aren't?
If you order only pre-order items, your order will be shipped when the stock arrives.
If you order a mix of items that are on pre-order and some that are not, we will ship your full order once the item(s) on pre-order are in stock. This is to save you additonal shipping costs!
Please note: if you would like your in stock items sooner, please put them through in two different orders.
Oh no! My item has arrived damaged, what do I do?
Bummer! Sometimes these things happen. Please email us at [email protected] with photos and we will get back to you!
How do I contact norsu interiors?
We would love to chat to you! Give us a call on 03 8840 8855, or alternatively, email us at [email protected]. For email correspondence, please 1-2 business days for us to get back to you.
What if an item is out of stock?
If we are out of stock of an item, you will be alerted this when you try to add a product to your cart. If we happen run out of an item, after you’ve placed your order, we will apologise profusely and then offer you the option of waiting until the item is back in stock, or offer you a refund.
Can I pre-order items?
Yes, we do take pre-orders! Our web team are continually updating the website with items available for pre-order, but if there is something particular you are wanting, send an email to [email protected] with your request and we will do our best to help you!
What payment methods does norsu interiors accept?
All the usual suspects (cash, credit card) as well as PayPal, Afterpay and Zip pay online so you can purchase guilt free!
I am having trouble using my discount code, what do I do?
As much as we love technology, sometimes it is not our friend. If you are having trouble with our website, please contact us at [email protected].
I’m not too sure how this will look in my home, what is you return and exchange policy?
We get it, it can be hard to picture how things will look in your space! That’s why we offer full refunds within 7 days of your purchase, and exchanges within 14 days of your purchase. If you believe an item is faulty, please email us at [email protected] with a detailed subscription and any photos you are able to provide.
Please note: custom ordered items cannot be refunded, this includes furniture, mirrors, framed artwork, lighting, rugs and custom-made cushions.
Can I return or exchange sale items?
Items purchased during our sale period cannot be returned or exchanged.
Oh no! My item has arrived damaged, what do I do?
Bummer! Sometimes these things happen. Please email us at [email protected] with photos and we will endeavour to get back to you within 1-2 business days!
I love this piece! How do I check for stock availability?
Please give us a call on 03 8840 8855, or alternatively, email us at [email protected] and we will do our best to help answer your stock availability enquiries.
Please note, stock availability on larger pieces such as furniture, mirrors, framed artwork. lighting, and rugs is dependent on our suppliers.
I want to see this piece in person, is everything on your website on display in store?
As much as we’d love to have everything on our website in store with us, we don’t have the space! If there is something in particular you want to see to query about, please email us at [email protected] and we will do our best to accommodate you.
I love your cushions, but I don’t need an insert! Can I purchase just the cover?
Yes, you can! If you would like to purchase a cushion cover only, please email us at [email protected] or call our lovely store staff at 03 8840 8855 and we can organise this for you!
What are e-gift cards?
E-gift cards are our electronic version of our gift cards. They are the best gift for those who you can’t physically get to!
Click here: /products/rise-ai-giftcard to purchase and add your own personal message. Our eGift Cards can be sent to the recipient immediately or scheduled for whenever you want. eGift Cards are delivered by email and contain instructions to redeem them at checkout. There are no additional processing fees
How long do eGift Cards last?
Our e-gift cards last for a full three years! How good is that? Plenty of time to snap up some norsu goodies.
How do I redeem an eGift Card?
It is super easy, just jump online and add your items to your cart. Once you checkout, you will see an option to pay using a gift card. Just pop your unique code in and bam! norsu goodies at your front door.
What will the e Gift Card recipient see?
If you enter your recipients’ details at the time of purchase, they will see your message to them and the value of the gift card all in a cute graphic. Alternatively, if you have the gift card emailed to yourself and then forward it to your recipient, they will see exactly what you do.
I need help with the interior and/or styling design of my home! Do you offer styling services?
We are so glad you asked! We have a dedicated norsuHOME styling team offering two different types of services; styling design and interior design.
• Our styling services include helping with furniture and all of those soft furnishings we love!
• Our interior design services include helping with fixtures and fittings, finishes, joinery, floor plans and all of those great things related to renovations.
For more information on pricing, our team, and our projects, check out our styling services page on our website, click here: https://norsu.com.au/pages/our-styling-services