FAQs


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.

For health and safety reasons we can’t allow customers to walk around the warehouse.

Note that due to COVID, the warehouse is currently closed to customer entry. When collecting an order, please wait outside the warehouse and staff will bring your order out to you.

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.

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

We despatch daily at midday and most orders are despatched within 1-3 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. Note that COVID restrictions can have an impact on delivery timeframes and delays can be expected during outbreaks and lockdowns.

We keep being told that there are delays in international shipping but it's been nearly a year now. What on earth is going on? Like you, we are tearing our hair out! We spoke to some experienced shipping agents to get the whole sorry story. Click here to read: Why are all the containers delayed?

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 dame 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.

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 and our friendly team can answer your questions.

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

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'.

Because our website is currently using only an Australia Post parcel calculator, it may not show the correct charges if you are ordering large items like furniture. If this is the case we will get in touch with you to let you know.

If you have any queries about freight charges, please don't hesitate to get in contact with us on 02 9146 4720.

In most cases, yes! For items held in our Sydney warehouses at Peakhurst and Silverwater, 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. Note that most items are held in our Peakhurst warehouse. Only some items, like furniture, are held at the Silverwater warehouse.

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 warehouses. Please contact us on 02 9146 4720 if you have any questions about picking up an order.

Note that due to COVID, the warehouse is currently closed to customer entry. When collecting an order, please let us know when you are coming and your order will be placed outside the door for you to collect. There is currently NO ENTRY to the warehouse during the Sydney lockdown. Many thanks for your understanding!

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 leave a card and take the parcel to your local Post Office for you to collect.

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 Visa, Mastercard, PayPal, Afterpay and ZIP.

We understand that you might feel concerns about online payments. Here at French Knot we use a secure dedicated payment gateway to protect your data. Your credit card information is not stored by us and is handled over SSL encryption for your peace of mind.

If you prefer to call us to pay over the phone, please do! We are here on weekdays 9.30am to 4.30pm and love to speak to customers. We can accept Visa and Mastercard over the phone.

Please call us on 02 9146 4720.

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 unused, brand new, saleable condition, in the original packaging and with all tags attached (where applicable). 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, damaged after delivery to you, if any attempt has been made to alter the item or if they have 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.

*Sale items and custom made items excluded unless they arrive faulty or damaged.

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

Please contact us at admin@frenchknot.com.au or on 02 9146 4720 within 7 days to discuss.

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.

*Please note that if we do not hear from you within 7 days of receipt of your items about any faults or 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.

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.