Customer Service

Shipping & Delivery
The Import Warehouse delivers to selected post codes throughout NSW using Erina Valley Carriers and Steve B Couriers. Delivery costs are influenced by the qty of items being delivered and the distance to the delivery location from Erina.  We do not normally deliver interstate or overseas. Please contact us if you would like to arrange delivery outside of our delivery zones. 
Privacy & Security
Our website uses SSL technology to encrypt personal information before it is transmitted to Paypal, ensuring that it is kept confidential and secure at all times.
We do not store, access or retain any of your credit card details - all these sensitive payment details are only given by you, when you get taken to Paypal's secure gateway to transact the payment for your order, and even then it is not stored anywhere. Your bank does the rest, and your details remain very safe.
The entire website is protected by the latest technology. We do not share or provide your information to any external organisation, other than delivery information for despatch. 
Any information that we collect about you, will be used only in normal order completion and account processing activities. We will never pass your details on to another party without your permission.
Returns & Replacements
If you are not completely satisfied with any of your purchases, please return them for refund or exchange, with proof of purchase to:

 

The Import Warehouse

1/197 Central Coast Hwy
Erina NSW 2250
Please allow 2 days to process refund or exchange.

Please note:

  • The Import Warehouse Erina has the rights to assess the condition of the returned goods prior to offering a refund or exchange.
  • Precise colours or other detail of products may vary from those advertised.
  • The return of goods is done so at the expense of the customer.
Warranty & Care Instructions
Thank you for choosing to purchase your timber furniture from The Import Warehouse Erina.
When you buy a piece of teak or mahogany furniture from us, you are buying a unique man-made piece from Indonesia or India. We guarantee that each piece is
hand-made in solid timber. Please note that movement is to be expected in all timber furniture (excluding chipboard and manufacturered timbers), including our
furniture. All timbers will expand and contract with climate conditions. As the timber we use is forest-friendly plantation timber it is quite young, therefore the panels of timber are not wide, and most times a couple of pieces of timber make up each top, side, base, drawer and shelf. (Please note, rainforest timber is old and therefore panels used from rainforest timber would be much larger and much more expensive.) When the timber shrinks, as a result of dry conditions, these panels may split apart and leave a gap. We guarantee that this movement will not interfere with the functionality of the piece, that is, your entertainment unit will still function very well as an entertainment unit, whether it has movement or not. 
Please remember, all furniture is hand made by local craftsmen, whose knowledge has been passed down from father to son. Therefore, all our furniture is sold "as-is", and each piece may posses minor imperfections and blemishes, that add to its character and intrinsic beauty. Should you want a more perfect finish, you need look to machine manufactured furniture, made from man-made materials.
CARE INSTRUCTIONS
Give your piece/s a full oil and wax (we recommend Howard Restor-A-Finish and Howard Feed-N-Wax) every month. In dryer months (or dryer conditions, such as air-conditioning, a fireplace or central heating), use a spray beeswax or orange oil (Howard Orange Oil) each fortnight. Think of timber like your skin, if your skin is dry, you need moisture and so does timber. Dry timber looks dull; by applying wax it will bring out the beautiful grains in your piece and will help minimize movement in your furniture. Remember, timber is grown and not man-made, so there will be movement depending on the season, and waxing acts as a fill for gaps that may be caused by such movement. 
PLEASE NOTE
Gaps in your furniture caused by movement of timber are not a fault - it is a normal part of owning solid timber furniture. In very dry conditions, even hundred/s year old antique pieces can split. 
1. Keep your piece out of direct sunlight. Do not place timber furniture in direct sunlight, especially under a glass window - as this is magnified sunlight and it is very damaging for timber. 
For regular cleaning; fortnightly we recomment an oil spray (Howard Orange Oil).
Daily; Simply wipe over  your furniture with a wet chux cloth. (Do not use Mr Sheen like products as it is silicon based and will dry the timber out).
WARRANTY
* Please note that a receipt must be shown for any warranty claim - we will not honour warranty without proof of purchase. 
* The Import Warehouse offers to repair or replace faulty items, which are those items that do not fulfill the purpose for which they are sold or incur an imperfection which is not defined above as being a result of man-made, solid timber furniture, within 12 months from original purchase date, only if care instructions have been followed. The customer is responsible for returning the piece/s to the store of purchase (for repair of exchange), and for returning the piece/s home.
* If care instructions are not followed, then you are voiding your warranty. Refunds will only be accepted if the product is faulty, within 7 days of the original purchase date. If refund is required, it is the responsibility of the purchaser to pay any delivery costs associated with the safe return of the furniture back into store. 
Customer Service
The Import Warehouse Erina is committed to providing exceptional customer service and quality goods. Orders will be dispatched within 2 working days and delivery times are estimated between 7-14 business days depending on your location.
If The Import Warehouse Erina is unable to deliver the goods in the given time period we will contact you by phone or email within 5 working days. If we cannot process your order or the goods are unavailable then you will be informed within 2 working days.
Payment, Pricing & Promotions
All transactions will be processed in AUD and include GST. Product prices are regularly updated when price changes are received from our suppliers.
Updating Account Information
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