FAQs

This is it folks, here are our most commonly asked questions. We hope we have been able to cover them, but if you still need further assistance,

please email us at info@thefamilylovetree.com.au - we will get back to you within the next business day!

I want to place an order but the item is currently out of stock, when will it be available again?

We try our very best to update our website regularly with and estimated ETA. Once an item has sold out, it can take 2 – 3 business days for this information to be updated. If you go to purchase a product that is on back order, but you can’t see an ETA, email us at info@thefamilylovetree.com.au

Please note* Our products are ethically handmade, therefore our lead times are estimates only and subject to change. We will notify you ASAP of any delays.

All pre-orders are non-refundable once full payment is made and you cannot cancel (subject to our Cancellation Policy - please refer to our Terms & Conditions and Delivery information here : https://www.thefamilylovetree.com.au/delivery/).

If we are unable to ship your pre-order (excluding custom create orders) within 16 weeks of placing your order, you then may request to cancel your order, if you simply cannot wait any longer.

How do I attach the bed head to the bed? And what type of bed should I buy?

This is the number ONE most commonly asked question. And the answer is simple. You don’t attach the bed head to the bed, or the wall. These beautifully hand crafted pieces of sheer joy, are super light-weight, therefore super sturdy and super simple to assemble. Our bed head does it’s thing and leans flat against the wall with the bed pushed up against it. No need to attach. No need to do anything but enjoy it and when in the mood, gently pull out your bed to dust, wipe or vacuum. It best suits a mattress and base (as in a double ensemble) at height of approximately 60cm, give or take a cm or two.

Can I order now but have the item(s) delivered at a later date?

We can ONLY hold your order in our warehouse for a maximum of 90 days.

Do you offer a trade discount?

Hello Interior Decorators, Stylists, Designers and Architects! Trade enquiries are always welcome at The Love Tree. You can order anything from our fabulous range OR even more exciting we specialise in custom orders! Provided we have been given adequate lead time, we can customise our furniture to your specifications. We can change the size, colour, material and fabric to suit your needs. We would love to work with you on your next project!

Please email us at sales@thefamilylovetree.com.au to request a trade application and further assistance.
Do you make single size bed heads or only king single?

Yes. We can. Actually we rarely say no to anything. Ok, so we have worked out not everyone has room for a king single bed. We can custom make any our King Single Bed Heads in the recommended single size of 96cm wide. The height will vary according to the design. Note this is considered a custom order and can take any here from 8 – 16 weeks for delivery.

There is a 10% surcharge for coloured bed heads (as in the custom create colours) but all natural, white and black Single sized bed heads are the same price as our King Single.

Also note, if you cannot wait that long and your next question is – can I buy a king single bed head for my single size bed. The answer is Yes. Surprised? Ok, so a king single bed head with a single size mattress, means there will be a 5cm over hang on either side, however once your bed is dressed with pillows, doonas and quilts, you will barely notice the side of the legs, but it’s an aesthetic thing, we get that so we will leave that quandary, to you my friends.

When are you having your next sale?

Short answer. We Don’t Do Sales.

Why? Our products are ethically hand made and we don’t mass produce. And as you have most likely noticed, many of our best sellers are on back order. So we NEVER have blanket sales across our product range, BUT (there’s that word again) we do from time to time, have tosay fond farewell to a certain style or colour and then this is when a product will occasionally become “discontinued”. Then and only then will you find these discontinued pieces in the SALE section of our site here: https://www.thefamilylovetree.com.au/sale/

As per our T&C’s we can't refund sale items or discontinued items, BUT we can exchange them or issue you with a credit note, provided you return them within 7 days. EXCLUDING purchases from our annual Warehouse Sales, these items cannot be returned.

Do you make your products in bright colours?

We’ve created a concept that allows you to have your cake and eat it too, you can find out all about it here: https://thefamilylovetree.com.au/custom-create/ You can now brighten your life with our classic furniture styles in your chosen hue with our Custom Create Service.

Order your favourite item from a rainbow of options. Select your dream hue from the dropdown menu on the product page. We also offer a bespoke service for your accompanying cushion. Once you have placed your order, your item/s will arrive within 12 – 16 weeks.

Do you ship internationally?

Umm, that would be another YES! We ship economy air – door to door and we can if you ask super nicely ship large orders and heavier products by sea. You can’t purchase via our online store, so you need to email us an enquiry through our international shipping page, https://www.thefamilylovetree.com.au/international-ship/

Please allow 2 – 3 business days for an Air Freight shipping quote, if you accept this quote we will send a sales order via email. Sea Freight quotes can take up to 2 weeks to prepare.

Can I pick up my purchase and if so where from?

Again, another YES…. Yes, you can pick up items purchased from our Online store or over the phone. Small items can be collected from our Prahran store at 508 Malvern Road. We’re open 7 days a week, BUT we can only hold your purchase instore for 7 days, unless you request a special extension. Anything larger than a Tahitian stool, we would prefer you to collect from our Oakleigh Warehouse, at 11/18-20 Edward Street. Please note our warehouse is open irregular hours, most Monday’s, Wednesday & Friday’s (but during Winter and early January this can fluctuate) so always best to call before you pick up on 03 9568 1962. Parking at our Oakleigh Warehouse is so much easier, hence why we highly recommend picking up larger items from this location, as the staff at our Prahran store are not always available to help you to your car.

If you really, truly can’t pick up from Oakleigh, please always give us a call, you can twist our arm if there is no other option other than to collect from Prahran, BUT all purchases must be collected within 24 hours of the transfer, as we have zero space to store them.

How should I care for my Love Tree products?

To keep your Love Tree piece looking forever fabulous, we provide Care instructions on each individual product page, but you will also find a quick summary here https://www.thefamilylovetree.com.au/care-instructions/

If you still can’t find the advice you need – we are always here to help, just email us at info@thefamilylovetree.com.au

How do I create an account ?

It’s really easy. You click on the MY ACCOUNT link on our home page and follow the prompts.

Why do I need an account?

If you set up an account you can:

Subscribe to our Newsletters. Proceed through the checkout faster. Check the status of your order. View your previous orders. View your wish list. Store an alternative delivery address.

How do I change my account details?

Log in, by clicking on the Link MY ACCOUNT and enter your email address and password. You will now be logged into your account. You can click on the "Edit" button located under to section you wish to edit. Update your new information or change your password. Then click on the "Save" button.

Can I purchase or redeem a Gift Certificate online?

Last one, yep, you can purchase a gift certificate from our website here: https://thefamilylovetree.com.au/product-category/egifts/ and you will be provided with a code to redeem at the checkout.

© 2018 The Family Love Tree.