FAQs

We believe customers should receive exactly what they expect.

Every product is photographed by our team to accurately represent colour, texture and scale. Measurements are checked and listed for every product to help you choose with confidence.

If you have any questions about any of our products, please contact our friendly team on 02 9146 4720 or [email protected] and we will be delighted to help.

No, at the moment we are still online only. We just don't have any space in our warehouse for a showroom unfortunately! So you won't be able to browse our whole range of homewares if you come to the warehouse to collect an order.

Note that for health and safety reasons we can't allow customers to walk around the warehouse. When collecting an order, please wait outside the warehouse and staff will bring your order out to you.

Yes! We can offer gift wrapping on many of the items on the website. If we can gift wrap an item for you, this option will show in the product description. You can add gift wrapping when you add an item to your cart. Giftwrapping is charged per item wrapped.

Unfortunately there are some items that can't be gift wrapped, either because they are too bulky or because of the way they are packed.

Yes! We offer both Digital Gift Cards and Classic Gift Cards, so you can choose the option that suits you best.

Our Digital Gift Cards can be personalised with your own message and either emailed directly to the recipient or sent to you to print at home - perfect for last-minute gifts.

Prefer something to unwrap? Our Classic Gift Cards are beautifully presented and can be delivered by post.

Both types can be used for full or partial payment when shopping online at French Knot and are valid for 36 months from the date of purchase.

Most parcels are sent with Australia Post from our Peakhurst warehouse. But items that are over 100cm long, or that are despatched from a different warehouse, will be sent by courier. Note that courier and furniture carrier deliveries are to the front door only.

To reduce unnecessary waste, we use recycled packaging and boxes wherever possible.

We despatch daily at midday and most orders are despatched within 1-2 days. We work as hard as we can to send orders out quickly.

Delivery to major cities on the east coast will take approximately 1-3 days from date of despatch. Items being sent from Adelaide will take around 3-4 days and items to Perth can take around 5-7 days.

These timeframes are not guaranteed and can vary during busy times of the year.

Yes! We can send your order by Express with Australia Post. Our despatch goes at midday each weekday. So only Express Post orders received by 11am can be despatched the same day.

Express Post orders received after 11am will be despatched the following day.

Express Post is only available for items held in our Peakhurst warehouse and that can be carried by Australia Post. If you choose Express Post but your items are too large to be sent with Australia Post, we will check the cost of the courier and contact you about the freight charges if necessary. An item is usually too large to send with Australia Post if it is over 100cm long.

Note that Express Post is an overnight service to most metropolitan centres and eligible postcodes. Outside of he eligible postcodes, Express Post will be delivered as fast as possible using existing transport links. Note that overnight delivery is not guaranteed.

*We regret that the Express Post option will not be available on orders placed while the warehouse is closed for the Christmas break as there are no despatches during that time.

The cost of shipping homewares within Australia will depend on the size of the parcel and how far it has to travel.

Freight carriers calculate charges using the overall size of the parcel - not just its actual weight. This means a large, lightweight item can cost more to send than a smaller, heavier item - simply because it takes up more space in the delivery vehicle.

To see what your shipping will be, simply add the items to your cart, scroll down and you will see the Postage Calculator. Just enter your postcode and click 'Go'.

What about large or bulky items?

Our website currently uses an Australia Post parcel calculator, which works well for most of our smaller and standard-sized homewares. However, Australia Post has size limits on the parcels it can carry.

Larger items - such as oversized paintings, long doormats, furniture and other bulky products - need to be sent using a specialist courier or freight carrier instead. Because these freight charges depend on the item's dimensions, your delivery location and the carrier available for that particular shipment, our website cannot always calculate them accurately at checkout.

If your order includes an oversized item and the postage shown is not correct, we will contact you before your order is despatched to confirm the freight charge with you.

If you have any questions about delivery or freight charges before placing your order, please don't hesitate to get in contact with us on 02 9146 4720 or [email protected].

As we are a small business, we do need to pass on the delivery charges we are billed by our carriers, as we are simply not in a position to absorb these freight costs.

Shipping is calculated based on the size of the parcel and the distance it needs to travel, so costs can vary considerably depending on the item and the delivery location. We always try to keep our postage charges as reasonable as possible. Please always contact us on [email protected] or 02 9146 4720 if you would like us to do a check on the cost of postage for your order.

In most cases, yes! For items held in our Sydney warehouse at Peakhurst, you are welcome to collect your order from the warehouse.

If this option is available, it will show in your Delivery Options in your cart. Simply select 'Collect from Sydney warehouse' and proceed through checkout as normal. No shipping will be charged and we will set your items aside for you to collect.

Our team will send an SMS to let you know that your order is ready to collect and the address to collect from.

Some items cannot be collected as they are not held in our Sydney warehouse. Please contact us on 02 9146 4720 if you have any questions about picking up an order.

Note that for health and safety reasons we can't allow customers to walk around the warehouse. When collecting an order, please wait outside and our staff will bring your order out to you. Many thanks for your understanding!

Items that are custom made for you (like the memo boards and some of the artworks) will take longer to be despatched. When you place your order, we will email you to let you know when to expect delivery.

Items that are backordered (like some furniture items) will be despatched when the stock arrives in warehouse. The expected timeframe is shown in the item description. When you place your order, we will email you to let you know when to expect delivery.

If you have any queries about delivery, please don't hesitate to get in contact with us on 02 9146 4720 or [email protected] and our friendly team can answer your questions.

The loose-fill packing peanuts you may find in your parcel are made from corn or wheat starch - not plastic. They're biodegradable and designed to dissolve in water, while still doing an important job of protecting your goodies on their way to you.

Please don't put the starch packing peanuts in your recycling bin. They can simply be dissolved in water and poured onto your garden, or placed in your compost or general waste where they will biodegrade naturally.

Whenever we can, we reuse good-quality cardboard boxes rather than sending them straight to recycling. Many of these boxes are kindly given to us by people and businesses in our local community, giving them another life before they're recycled.

So if your French Knot order arrives in a box that's had a previous adventure, don't worry - what's inside is still every bit as lovely! Reusing boxes helps us reduce unnecessary packaging while making sure your order is packed safely for its journey.

Our apologies to overseas customers! At present we only ship Australia-wide.

If you are able to give us Authority to Leave your parcel if you are not home, then no, you won't have to sign for it. Tick this option during checkout.

If you aren't home when Australia Post attempt to deliver, they will look for a safe place to leave the item and take a photo of the parcel as proof that it was delivered safely. If they can't see a safe place to leave your parcel, they will notify you that they attempted delivery and take the parcel to your local Post Office for you to collect. If you have a MyPost account, Australia Post will not leave a card for you that they attempted delivery. Insead they will send a digital notification by email, SMS or the AusPost app. Please ensure you have entered your email and mobile number correctly to make sure you receive notifications from the carrier. If you do not have a MyPost account, they will still leave a card for you to let you know they have attempted delivery.

If a courier is not able to leave the parcel at your address, they will leave a card and you will have to contact them about redelivery or collecting from their depot.

Yes of course! You will receive an order confirmation email as soon as you have placed and paid for your order.

In the event of unexpected issues with your order (stock, colour, lead time issues) one of our team will be in touch without delay to keep you updated on your order.

When you place an order on the website, an automated confirmation email will be sent to you with details of your order. This confirmation is not an acceptance of your order. In some rare instances, we may be unable to fulfil your order due to a shortage of stock or on finding that the stock on hand is faulty in some way. If this occurs, we will contact you to advise and you will be offered an alternate item or a refund.

Orders are only accepted when payment has been confirmed and when French Knot notifies of you that it has been accepted.

We accept payment online by Credit Card, PayPal, Afterpay and ZIP.

If you prefer to call us to pay over the phone we are here on weekdays 9.30am to 4.30pm and love to speak to customers. We can accept credit cards over the phone so if you'd like to speak to us, please call us on 02 9146 4720.

Securing your card details online

At French Knot, we do not store your card details on our website or servers. When you make a purchase, the payment is processed securely through our trusted payment provider with SSL encryption. Our provider may keep an encrypted record of your card details for a short period of time. This is standard practice and ensures we can issue a refund if needed. Importantly:

• We never see your full card details.
• They are not stored by us at any point.
• No one at French Knot can access them.

Your payment information is handled safely, securely, and only by the payment provider.

Our payment providers are required by law to comply with strict government regulations and financial industry standards (such as PCI DSS). This means they must store and handle your information with the highest level of security, under regular audits and compliance checks. Your payment information is protected at every step, ensuring your shopping experience with us is both safe and secure.

We are sure you will be delighted with the quality of the items you order and we endeavour to describe all items as accurately as possible through our product photos and descriptions. But we do understand that sometimes an item just isn't right for you.

We have a 14 day no questions asked returns policy. For any change of mind, we will provide you with a refund for the item*. Simply return your item to us in as-new, saleable condition, in the original packaging and with all tags attached (where applicable). This means you have not used, assembled, disassembled, damaged, washed, polished or laundered the item.

Enclose a note with your order number and name. Once it is received at our warehouse, we will inspect the item/s to verify the condition and once approved, the refund will be processed. Delivery costs will not be refunded and return postage is at the buyer's expense.

We are unable to refund items that have been used or damaged after delivery to you, if any attempt has been made to alter the item, or if it has been dropped or broken.

Please ship to us in protective packaging as goods damaged in return shipping will not be refunded.

Refunds are made back to the method of payment used when you ordered. This can take 3-5 days to appear at your end but please feel free to contact us if you have any questions.

*The following items cannot be returned due to a change of mind:

• Products that are made to order - eg. memo boards and custom doormats
• All forms of clearance stock or sale items
• Personalised items
• Gift cards

If you are returning furniture items, we can arrange a driver to collect your items and the cost will be deducted from your refund amount.

Please open your order as soon as possible after receiving it to check your items.

Our team packs everything carefully so that your items get to you safely and in perfect condition. In the unlikely event that you receive an item that is faulty, damaged or not as described, we will offer a full refund or replacement item.

If a product is clearly and significantly faulty or damaged, please take photos or a video showing the problem. Send this through to us at [email protected] within 7 days of delivery of your order.

*Please note that if we do not hear from you within 7 days of receipt of your items about any faults in the item or about damage in transit then we may not be able to confirm that the fault or damage occurred before you received it. Therefore we may not be able to refund or replace the item.

We usually request photos to confirm that the item is faulty, damaged or not as described but we do reserve the right to request that items be returned for inspection before issuing a refund.

If returning an item, please ship in protective packaging as goods damaged in return shipping will not be refunded. Once we have received the item back in good order and confirmed the fault or damage, we will refund the item or provide a replacement item.

Any item that is returned used or has been damaged after receipt by the customer will not be accepted for refund. After receipt of the item, storage and return shipping is the responsibility of the buyer.