FAQ
Frequently Asked Questions
Ordering & Delivery
When will my order be sent?
Lead times will vary depending on how the piece is made. This is specified in the product description on each piece's page.
In stock pieces
Finished and held in our studio. These are dispatched within three business days of your order.
Made to order pieces
Each is made by hand in our Noosa workroom, cut and sewn once your order has been placed. The lead time is specified on the product page.
Special order pieces
These carry a longer lead time, as it requires fabric to be ordered from the mill before the piece is crafted. Specified on the product page.
How much is shipping?
Standard shipping is complimentary within Australia, with no minimum spend. Express shipping is also available via Australia Post.
We also ship to the United States. Shipping is calculated at checkout and includes all US import duties and fees, so there is nothing further to pay on delivery.
How long will delivery take?
Delivery times may vary depending on your location. All orders are sent through Australia Post, with tracking provided as soon as your order is dispatched.
Orders to the United States usually arrive within 5 to 9 business days of dispatch, depending on customs clearance. Including dispatch, US orders usually arrive within 8 to 12 business days of ordering.
Do prices include GST?
Yes, all prices are shown in Australian dollars and include GST.
International customers see prices in their local currency, converted from Australian dollars at checkout.
Can I collect my order?
Yes, we offer collection from Noosa and Alexandra Headland. Select collection at checkout and we will be in touch to arrange a convenient time and provide the address.
Can I change or cancel my order?
Each request is assessed individually. Please contact us as soon as possible and we will confirm what stage your order has reached and whether a change or cancellation is possible.
Soft Service Collection
Is the cushion insert included?
This varies from piece to piece. Each product page outlines the insert options available for that cushion.
Can I order a custom size or a different fabric?
We can accommodate custom sizes or fabric requests, in some cases. Please get in touch with the details of what you're after and we'll let you know what's possible.
How do I care for my cushion?
Care instructions vary by material, so we recommend following the instructions specific to your piece. These are provided on each product page.
Returns & Exchanges
Can I return a piece if I change my mind?
Yes, returns are available on pieces that are in stock. The piece must be unused, in its original packaging and in saleable condition. Contact us within 14 days of the date your order is dispatched. You may choose a refund to your original payment method or a store credit. Return postage is the responsibility of the customer.
Made-to-order and special-order pieces are not returnable for change of mind.
Can I return an international order?
Yes, on the same terms. Return postage is paid by the customer, and import duties and international shipping charges can't be refunded.
How do I start a return?
Log in to your account on our website and select Returns Request. Alternatively, email collections@studionicholas.com.au with your order number and the piece you would like to return.
We'll confirm your return request and confirm the next steps.
Can I exchange rather than return?
We don't offer direct exchanges. If you'd like a different piece, you're welcome to return your original purchase in accordance with our returns policy and place a new order.
What if something arrives damaged or is not as ordered?
Please contact us within five days of delivery with a photograph of the piece and we will ensure the issue is resolved.
My tracking says delivered but nothing has arrived.
If your order is showing as delivered but you can't locate it, please contact us within five days of the delivery status so we can lodge an enquiry with Australia Post. If a parcel has been left at your address in accordance with instructions you have given, including authority to leave, we're unable to take responsibility for loss or damage after delivery.
How long do refunds take?
Refunds are issued to your original payment method once the return has been received and checked. Your bank or payment provider will determine how long it takes for the refund to appear in your account. If you have any questions about the stage of your refund, you're welcome to contact us for an update.
Trade & Wholesale
Do you offer trade pricing?
Yes, we offer trade pricing to interior designers, architects, stylists and other professionals purchasing for a client project. Apply here.
Do you supply to stockists?
Yes, we work with a small number of considered retailers. If you're interested in carrying the collection, please email us at collections@studionicholas.com.au.
Contact
How do I get in touch?
You can reach us at collections@studionicholas.com.au. We respond within one to two business days.
Do you have a showroom?
We're based in Noosa and offer private showings by appointment. To arrange a time, please contact us at collections@studionicholas.com.au.
Where can I read your full policies?
Our full shipping policy, returns policy, privacy policy and terms of service are available to read at any time.