Coronavirus Covid19 FAQs

Frequently Asked Questions


Why is my local store still closed?

We are currently working through the re-opening of our stores across Australia, a large number of stores are already re-open and over the coming weeks we’ll be progressively working through re-opening remaining stores. To keep up to date on store openings please refer to this list. 

Can I still order online?

Yes, you can still shop our range of furniture and homewares and place an order online.

Can I still use Click & Collect?

Yes, for stores that are open ‘Click & Collect’ will be available from Tuesday 19 May. Unfortunately, whilst a store is closed ‘Click & Collect’ will be unavailable.


How do I lodge a new warranty claim?

Our customer service centre continue to deal with warranty claims as they are lodged. If you have a warranty claim please visit our help centre on our website. The team will attempt to promptly reply, but thank you in advance for your patience in these times.


How can I keep in touch with you? 

Our stores that are open and our support centre continue to be available to support our customers and help answer any questions you have. General updates will continue to be communicated at and via our social channels. You can also contact us via live chat on our website or also contact customer service by visiting our help centre and submitting a form.



Orders & Delivery

Are you offering contactless pick-ups and Click & Collect in-store?

Yes, when you come to pick-up at our loading docks or ‘Click & Collect’ in-store our team will ask for your name and confirm details in our system and then will either load the stock into your vehicle or direct you to your ‘Click & Collect’ order without the need to exchange documentation and/or physically sign for the order.


Can I still receive delivery of larger items like furniture?

Yes, our delivery partner Unitrans is still operating. Home deliveries are continuing to take place for larger items like furniture. You will continue to receive notifications that your order is ready and awaiting delivery and be given options on how to book this delivery.


Are deliveries still running on time?

As a result of the ongoing Covid-19 situation, some orders maybe subject to delay due to the ongoing global challenges and with production shut down or production capacity reduced with some of our overseas manufacturers.  We are working with our partners to minimise the impact of these potential delays and ensure that your order is fulfilled as soon as possible.


What additional measures have you implemented to protect me when making a delivery?

Our delivery partner, Unitrans and their drivers are adhering to their own strict health and safety guidelines which are in line with freedoms own response to Coronavirus (COVID-19). This includes:


  • Frequent hand sanitization
  • Daily vehicle cleaning
  • Full health and safety protocol for all distribution and delivery team members


Additionally, Unitrans have implemented ‘contactless delivery’ across their teams, this includes the following changes to our delivery protocols:


  • As of Monday 18 May, all deliveries will be to the ground floor room of the customer’s choice. Notification of drop off areas will be arranged during the booking of deliveries with the customer.
  • Our delivery teams will not unpack product and/or assemble products.
  • No proof of delivery signature will be obtained due to social distancing. The delivery team will photograph product delivery and indicate on the ‘proof of delivery’ that the delivery was success and is complete.
  • In a circumstance where the product is unable to be delivered, then an ‘Authority To Leave’ (ATL) in a safe place, suitably weather protected will be obtained from the customer.


What if I am self-isolating or do not wish to come into contact with a delivery driver?

When you receive your SMS message to book a delivery, you can let us know that you’re self-isolating or do not want to come into contact with our delivery teams and we will rebook your delivery for at least 14 days later. You can also book a later date via the automated system as per the link on the SMS message.




What is the process for returning online purchases?

For change of mind please see below. If you have any concerns about your goods, please visit our customer service centre on our website. The team will attempt to promptly reply, thank you in advance for your patience in these times.


Please see further information on our change of mind policy.


Our Services


Can I still book an Interior Decorator appointment?

Our team of Interior Decorators are still available to assist you with creating a beautiful home, but unfortunately at this time are unavailable for in-home consultations. Please contact your local store and they can discuss options for a virtual or in-store consultation or click on this link for one of our consultants to contact you.


My Velocity points haven’t loaded onto my account, who do I contact?

All Velocity Points are automatically credited to your linked Velocity account within 2 weeks of receiving your purchase. If the Velocity Points are not credited to your account within 21 days, please let us know by emailing and we will respond as soon as our support centre reopens.


My myfreedom spend credit hasn’t loaded onto my account, who do I contact?

myfreedom Spend Credit is automatically loaded to your myfreedom membership within 2 weeks of receiving your purchase. You’ll receive an email as soon as it is available for you to spend. If your Spend Credit is not loaded to your account or you haven’t received an email within 3 weeks of receiving your order, please let us know by emailing and we will respond as soon as our support centre reopens. myfreedom credit can be redeemed online during this time and is valid for 3 months.


For all other myfreedom questions, please view our myfreedom FAQ’s in our help centre.


Still need help?

For more general queries, you can find helpful information in our help centre on our website.