To commence production, we require a 50% deposit. Please provide your Quote Number or Surname to one of our team members, and we will prepare a Sales Order confirming the details of your selections.

You will receive this Sales Order by email. We ask that you carefully review the custom specifications, your contact details, and delivery address. If you notice any errors, please contact our showroom team promptly on (03) 9818 1788 or at hawthorn@sofasdirect.com.au.

Payment options:

Credit Card: Pay securely in-store or by calling us on (03) 9818 1788.
Direct Deposit: Transfer funds using the details below (also listed on your Sales Order). Please include your Sales Order Number for easy identification.
BSB: 083004
Account Number: 861703832
Account Name: Sofas Direct Pty Ltd
Reference: [Sales Order #]
Cash: Visit our showroom at 283 Burwood Rd, Hawthorn.

For more information on payments, please visit: sofasdirect.com.au/pages/make-a-payment

Once your deposit has been received, we will issue an updated invoice and begin the manufacturing process.

You can order directly in-store or by speaking with one of our consultants. For custom pieces, we will guide you through fabric and finish selections.

Orders for custom-made furniture cannot usually be cancelled or changed once production has commenced. If you need to make an adjustment, please contact us as soon as possible and we will advise what is possible.

We accept major credit cards (excluding AMEX) and Bank Transfers.

Here you can place an explanation or answer to the question.

Production times vary depending on the piece and fabric availability. On average, Australian-made sofas take 8–12 weeks. TIP: We are always redecorating. Floorstock items are available immediately and are the best value! If you are interested in any in-store items, ask about purchasing floorstock.

Yes, we offer an extensive range of premium fabrics and leathers in our fabric library. Choose from any style from Fabric houses like James Dunlop, Zepel, Warwick, Wortley and much more! We can assist with special orders if you have a particular fabric in mind.

Yes, complimentary swatches are encouraged and available. You can request samples in-store or have them mailed to you.

We can give you a roundabout date if it is on track and within the timeframe communicated. Each sofa is handmade, the production process is not something we can track step by step. Unlike mass-produced items, there are no digital updates for when the frame is built, foams are inserted, or fabric is upholstered. What we can provide are estimated timeframes and progress updates at key stages. Once your sofa is ready, we will contact you directly to arrange a suitable delivery window.

We deliver across Melbourne and can arrange interstate delivery quotes through our trusted carriers.

Most sofas are delivered fully assembled. For larger items, legs may be attached on site by our delivery team.

Furniture delivery requires specialist handling. Sofas are large, heavy, and fragile, and they need to be moved and transported with care to avoid damage. Our delivery partners are trained in handling custom furniture and use the correct equipment and protection to ensure your sofa arrives safely.

If you prefer, you are welcome to arrange your own collection. To do so, you must have a suitable vehicle with enough space and proper coverings to protect your furniture in transit. Please note that if you choose to transport the item yourself, Sofas Direct cannot take responsibility for any damage that may occur once the item leaves our showroom.

Yes, we can provide updates as your order progresses and contact you to arrange a delivery window.

Our warranty covers manufacturing defects in frames, suspension, and foams. Fabrics and leathers are covered by supplier warranties.

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General wear and tear, misuse, accidental damage, and changes from natural materials (such as fading, pilling, or stretching) are not covered.

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Legs are subject to significant weight and movement. Breakages are usually caused by normal use or strain, which is considered wear and tear rather than a defect. Replacement legs are available at cost if needed.

Warranty covers defects, not misuse A warranty exists to protect the customer against faults in materials or workmanship. If a leg breaks because it was poorly constructed, used the wrong timber, or not fitted properly, that is a defect and should be covered.

Legs are a high-stress component Especially on high-leg sofas, the act of sitting down, shifting weight, or dragging the sofa puts repeated stress on the legs and their fixings. This is considered normal wear and tear, not a fault in construction.

Customer misuse often accelerates damage  Sitting heavily, dropping onto the sofa, tilting it back on two legs, or moving it by dragging on the floor can all cause legs to loosen or break. These are examples of improper use, which warranties do not cover.

Industry standard Most furniture warranties exclude damage from misuse, accidents, or lack of proper care. Sofa legs fall into this category because they are most often damaged by the way the product is used, rather than by a flaw in the product itself.

Once production of your custom sofa has commenced, it is no longer possible to fully cancel the order. If you choose to cancel at this stage, your deposit will be retained. This is because work has already begun and costs have been incurred in sourcing materials and starting production.

We recommend reviewing your selections carefully before confirming your order to avoid any disappointment. Our team is always available to discuss options or adjustments before production begins.

As all Sofas Direct furniture is custom-made to your specifications, we are unable to accept returns simply because of a change of mind. Returns for items that are not faulty are considered at the discretion of management.

If a return is approved, a 25% restocking fee will apply, in addition to any transport costs associated with the return. We recommend carefully reviewing your selections before confirming your order to ensure the product meets your expectations.

Your rights under Australian Consumer Law apply in addition to our warranty. This means you are entitled to a remedy if your product has a major fault.

Vacuum regularly with an upholstery attachment. Spot clean with a damp cloth and avoid harsh chemicals. Use professional cleaning for deep stains.

Dust regularly, wipe with a soft damp cloth, and use approved leather care products. Keep away from direct heat and sunlight.

Wipe timber with a damp cloth and avoid strong detergents. For metal components, use a soft cloth to prevent scratching.

Yes, we recommend fabric protection treatments which are available on request.

Our showroom is located at 283 Burwood Road, Hawthorn.

Walk-ins are welcome, but appointments are encouraged if you would like dedicated design advice.

Yes, our consultants can assist with sizing, fabrics, and layout planning to suit your home.

Yes, we supply trade professionals and can assist with custom and bulk orders.

Trade pricing is available to approved professionals. Please contact us for details.

Yes, we occasionally offer showroom promotions or seasonal events. Keep an eye on our website or sign up to our mailing list.

Delivery is charged separately and varies based on location and access. We will provide a quote when you place your order.