FAQ
Find the answers to your Customline questions here
BEFORE YOU BUY
Can't see what you're looking for?
Certainly, not a problem at all. Please keep in mind that you’re dealing with an Australian manufacturer. While we strive to provide straightforward, cost-effective options on our “buy now” page, we’re more than willing to customize a solution that perfectly aligns with your requirements. There’s no project too large or too small for us to handle. Your satisfaction is our priority, and we’re here to accommodate your specific needs.
How much weight can your desk carry?
We’ve taken great care to ensure that all our desks are designed to be “Fit for Purpose.” What does that mean to us? It means we have such confidence in the quality of our product that we offer a 30-day money-back guarantee*. Our desk frames are robust, capable of supporting up to 140kg, which provides ample capacity for all the items you’d like to place on them. Your satisfaction and trust in our product are paramount to us.
WARRANTY, REFUND & RETURN
My desk has stopped working, what should I do?
It’s highly probable that performing a reset on the control box will resolve the issue. This reset is a straightforward process that typically takes less than a minute and effectively addresses the most common desk-related errors. You can find comprehensive instructions for resetting your desk in the provided instruction manual that came with your desk, or you can access them online within the Specifications tab on the relevant product page. Additionally, we offer instructional videos on our YouTube channel for further assistance.
If, however, the issue persists despite the reset or if you require additional guidance, please don’t hesitate to reach out to one of our dedicated customer service team members. You can do so via the Contact page or by sending an email directly to our Customline email address. We are committed to assisting you until the issue is resolved to your satisfaction.
What does your warranty cover?
We provide a warranty on all the products we sell.
We offer a 10 year warranty on our core range Customline products. Please view our full Warranty Policy here for information on the warranty periods for all products and how to make a warranty claim.
During the warranty period we will repair or replace any parts necessary to correct defects in materials or workmanship and defects affecting the function or operation of your product.
I have received my desk, but I would like to exchange it for a different model, color, or size.
Our aim is for you to cherish your desk. We have every confidence that it will meet your expectations once you’ve had the opportunity to use it. However, if you discover that you’d prefer a different desk, perhaps with an alternative desktop color or size, or if you have your eye on a different chair or accessories, we’re here to facilitate an exchange for you.
Likewise, we comprehend that, on the rarest of occasions, our products may not align with your specific requirements. To assist you in such cases, we’ve established a comprehensive Return Policy, which you can review by clicking here. Your satisfaction remains our top priority, and we’re committed to ensuring you have the perfect desk solution for your needs.
What do I do if I have a problem with a product?
We have full confidence in the exceptional quality of our products, yet we acknowledge that occasional issues may arise with any product. In such rare instances where you encounter a problem, whether it’s a defect or damage, please do not hesitate to get in touch with one of our dedicated customer service team members. You can do so via the Contact page or by directly emailing Customline.
If you have received an item that is incorrect, faulty, or damaged, please refer to our Warranty page for detailed information and guidance on how to proceed. Your satisfaction remains our utmost priority, and we are committed to resolving any issues promptly and effectively.
ASSEMBLY & CARE OF PRODUCTS
How do I assemble my Custom Line Desk?
Each of our Customline adjustable and fixed-height desks is accompanied by a user-friendly instruction manual containing step-by-step assembly guidance. You can also access these instructions as a downloadable online resource conveniently located in the Specification tab on every product page.
For additional assistance, we recommend watching the informative assembly video corresponding to your specific desk model. Rest assured that our assembly process is designed to be efficient, taking as little as 30 minutes for our two-leg desks. Furthermore, all our supplied desktops are equipped with threaded screw inserts or pre-drilled holes to expedite the assembly process.
Should you have any inquiries or require further assistance while assembling your Customline desk, please don’t hesitate to reach out to us. You can do so through the Contact page or by sending an email directly to Customline. We are here to ensure your assembly experience is as smooth as possible.
Do I need a drill or tools?
All that’s required for assembly is a Philips head screwdriver; otherwise, our desks are designed to be completely tool-free. Each desk is supplied with any necessary tools for assembly, and our desktops are equipped with threaded screw inserts or pre-drilled holes to simplify and expedite the assembly process as much as possible.
ORDERS AND PAYMENT
Will I receive an invoice and confirmation for my order?
Upon processing, all Customline orders will receive an email order confirmation. This confirmation email will include a copy of your invoice as an attachment for your reference. To access the PDF version of your invoice, simply click the link provided within the order confirmation email.
Will I receive tracking information?
Once your order is packed and dispatched from our warehouse, you will receive tracking details via email. If you’ve provided your mobile number, you may also receive tracking information via SMS. This tracking information will start to update as soon as our couriers scan your parcel for the first time, allowing you to monitor your parcel’s progress online.
Once my order is processed, can I change my mind?
We exert every effort to accommodate requests for alterations to a submitted order. Nevertheless, we initiate the order processing procedure promptly, and given the order volume and various steps involved, it may not always be feasible to modify your order.
If you intend to modify or cancel your order, kindly send an email promptly after placing the order to our Customline email address, and we will make every attempt to assist you.
At Customline, our primary objective is to ensure our customers enjoy the finest shopping experience possible. In the event that you wish to cancel your order or we are unable to accommodate changes in a timely manner, our customer service team will be available to guide you through our straightforward Returns process.
I have submitted the wrong address for my order, what can I do?
Our order processing starts promptly upon receipt. However, if you identify an error in your shipping address, we urge you to reach out to our customer service team without delay. If possible, we will update your shipping address for you. In cases where updating the address is not feasible, we can contact the courier service to request a redirection. Your prompt communication is key to addressing any address-related issues effectively.
Is a delayed dispatch an option?
We provide the flexibility to delay the dispatch of your order until a specific date. To utilize this option, please include a note in the special instructions box during the Checkout process when placing your order. Alternatively, you can contact one of our team members through our Customline email.
It’s important to note that this service applies specifically to the dispatch of your order on a designated date. Regrettably, we are unable to coordinate delivery for a specified date.
What are the Freight Costs?
Free of charge to metro area’s.* We’re that confident in our distribution network that we can service all major Australian city’s.
*Rural areas may incur additional shipping fees. Where this is the case one of our team members will contact you to discuss the extra cost or offer to cancel the order.
How long does delivery take?
We manufacture and distribute from Dandenong, Melbourne, Victoria. Your desk is made within 48 business hours of your order, custom just for you. We’ll wrap and send it that day.
For Australia wide delivery time frames please see our full Shipping Policy…..
Can I track the progress of my order?
Once your order has been dispatched from our warehouse you will receive an email with your tracking information and an SMS if you have provided a mobile number. This tracking information will update as soon as your parcel receives the initial scans by our couriers and then you can track your parcels progress online!
Do you ship to PO Boxes?
Unfortunately, no. Your desk is a large, bulky item. They need to be delivered to your home or workplace.
Can I provide authority to leave for my delivery?
You can select ‘authority to leave’ (ATL) in the checkout when placing an order. By doing so, our shipping carriers will leave the delivery at your unattended premises without requiring a signature to accept the delivery. Customline, and its shipping carriers associated with the delivery of your parcel do not accept responsibility for any loss or damage that may result.
In certain instances, it may not be possible for a shipping carrier to leave a parcel with ATL instructions. For example where an address is in a secure building or complex and proper access to the address is not possible or there has not been sufficient instructions on where to leave the delivery.
What happens if my product is damaged in transit?
Each of our products leaves our warehouse meticulously packaged and in pristine condition, and we aspire for them to reach you in the same impeccable state! While we trust that such situations will be rare, should you encounter the unfortunate circumstance of an item arriving damaged during transit or if a portion of your delivery is missing, we kindly request that you promptly notify us. You can do so through our Contact page or by emailing us directly at the Customline email address within two business days of receiving your order.
In your communication, please provide us with your order details, along with a clear photograph or video illustrating the pertinent damage. This will enable us to expedite the process of arranging a replacement part or product and assist us in initiating a claim with the shipping carrier as swiftly as possible. Your satisfaction remains our utmost priority.
I have not received my order, it appears to be late?
We recognize that delays can be quite frustrating, and for that, we appreciate your patience throughout the process. We kindly advise you to review the tracking information that has been provided to you for your delivery. This will enable you to stay informed about any tracking updates, notifications of attempted deliveries, potential address issues, or the situation where your parcel has been relocated to a parcel collection point.
Should your order experience a delay of more than three business days beyond our initial delivery estimates, we encourage you to reach out to us. Please provide us with your name, order number, and the date of your order. This information will allow us to directly contact the freight carrier and address the situation promptly on your behalf. Your satisfaction remains our top priority, and we are here to assist you throughout the process.
MANUFACTURED
CONTACT US
GET IN TOUCH
Ready to elevate your workspace? We’re here to help you find the perfect desk solution. Fill out our online form, and our dedicated team will get in touch with you shortly to discuss your needs and answer any questions.
