Trying to cancel

Fantastic Furniture

? Avoid the runaround.

You can cancel most Fantastic Furniture orders, but timing and product type matter.

• Stock items – You can cancel up to the day before delivery or pickup. If you wait until delivery day, cancellation may not be accepted or could incur a failed delivery fee.
  
  
• Online Exclusive products – You only have a very short window (usually less than 1 hour) after placing your order to cancel before it’s processed. If missed, you can still use the 30-day change-of-mind return policy once the item arrives.
  
  
• Made-to-Order furniture – These custom pieces include a 5-day cooling-off period. Cancel within 5 days for a full refund. After that, you can still cancel before delivery but will forfeit 30% of the price as a cancellation fee. Once delivered, made-to-order items can’t be returned or cancelled for change of mind.
  
  
• Pick-up orders – If you don’t collect within 7 days of notification, the store may cancel the order automatically.
  
  

Exclusions: Mattresses, clearance items, and custom furniture are typically non-refundable for change of mind.

Here’s how to cancel your Fantastic Furniture order quickly and stress-free:

1. Contact the correct channel:
   
   
   • In-store order: Call the store listed on your receipt or order email.
     
     
   • Online order: Use the Live Chat on the Fantastic Furniture website or call 1300 004 919 during business hours.
     
     
   • Email option: Send your cancellation to customercare@fantasticfurniture.com.au or use the Help Centre form under “Help with an existing order.”
     
     
2. Act fast:
   
   
   • For Online Exclusive items, use Live Chat immediately (ideally within minutes of ordering).
     
     
   • For Made-to-Order pieces, contact them within 5 days of purchase to cancel penalty-free.
     
     
3. Provide your order details:
   Have your order number, name, and contact details ready. You don’t need a special reason, “change of mind” is fine.
   
   

1. Follow agent guidance:
   
   
   • If it’s not dispatched, they’ll cancel and confirm your refund.
     
     
   • If already shipped, you’ll need to refuse delivery or return it within 30 days.
     
     
   • For custom orders, after day 5 you can still cancel but you’ll lose your 30% deposit.
     
     
2. Get confirmation:
   Ask for a written or email confirmation of your cancellation or refund.
   
   
3. Track your refund:
   Refunds generally appear within 3–7 business days depending on your payment method and bank.
   
   

💡 Tip: If you’re cancelling something urgent (like an online exclusive), skip email. Call or chat instantly for best results.

Key timelines to remember:

• Online exclusive orders can be cancelled within 1 hour. The warehouse moves fast, so quick action is essential.
  
  
• Standard stock orders can be cancelled up to 1 day before delivery, helping you avoid same-day cancellation fees.
  
  
• Made-to-order items can be cancelled within 5 days for a full refund; after that, a 30% fee applies.
  
  
• Store pickup orders can be cancelled within 7 days; if uncollected after 7 days, the store may cancel the order.
  
  
• Returns are accepted within 30 days of delivery, but only for eligible, non-custom items.
  
  

Additional notes:

• Cancelling on the day of delivery may trigger a redelivery or failed-delivery fee, since trucks have already been dispatched.
  
  
• Refunds typically appear in 3–5 business days, though some banks may take up to 10 days.
  

✅ No fee for cancelling a standard order before delivery or pickup.
‍
⚠️ Possible costs:

• Made-to-Order fee: Cancel after 5 days → lose 30% deposit.
  
  
• Delivery day cancellations: May lose delivery fee or incur a re-delivery charge.
  
  
• Change-of-mind returns: You’ll pay any return shipping; delivery fees aren’t refunded.
  
  
• Non-returnable items: Some products (mattresses, clearance, custom) can’t be cancelled or refunded at all, resulting in a 100% loss.
  

There’s no restocking fee for standard items in resellable condition. Just cancel or return in time to avoid delivery-related costs.