If you’ve just purchased your one of a kind piece from Spence and Lyda or are considering doing so, welcome to all you need to know about our long and short lead-time order items.
This portal is where we keep you abreast of all the latest in shippings news and we endeavour to ensure it’s kept updated regularly so you can stay informed.
Frequently Asked Questions:
How to contact us
Email your enquiry to [email protected]
Or call us on 02 9212 6747
You have an existing Order
We are COVID safe and set up to facilitate contactless deliveries at the moment.
For more details about your order, please contact your sales consultant, who will assist you with any updates on the arrival and delivery of goods.
You would like to place an order
We are still able to help you remotely with the placing of new orders.
Your design consultant will be able to give you an update on the estimated lead time based on your specific items.
You would like to click and collect
Our Dank St Showroom also offers click and collect services during our standard 9am-5pm Mon-Fri Trading Hours.
How will you know your Online Order has been shipped?
Once you place your order with Spence & Lyda you will receive an email confirmation. As soon as the order has been processed, you will receive another email confirming dispatch as well as tracking details. You can expect orders to be shipped within 24-48 hours of being received.
Shipping & Handling for Online orders
Spence & Lyda use Australia Post for parcels less than 5kg. Orders are sent via registered parcel post and generally take between 5-10 business days.
Standard flat rate for shipping within Australia is $12.00 or free when you spend over $100 and orders are less than 5kg.
Express Shipping is $19.00
Shipping & Handling for Showroom orders
Delivery charges apply on an individual basis and are based on the scope of order. Orders including delivery charges must be paid for in full prior to delivery.
Delivery fees covers a standard ground floor delivery or apartment delivery using lift access. If your delivery is more complex, Spence & Lyda must be advised as further charges may apply.
Once booked, a delivery time will be advised, and 48 hours notice must be given for any changes to this schedule. If a delivery is made and there is no-one to collect, this will be rescheduled at the client’s expense.
Signature on Delivery
All shipments contain valuable goods. Because of this, we will always require a signature on delivery for the goods to be received.
Larger items exceeding 5kg or more are deemed bulky items and additional freight charges will apply according to the size and weight. Once your order has been received a Spence & Lyda representative will contact you to inform you of additional costs. Your order will not be processed until additional payments have been received.
Spence & Lyda reserves the right to charge a storage fee on furniture that has not been picked up, or is not able to be delivered 2 weeks after availability has been notified.
Cancellations can be made within 3 days of placement of order. Deposit amount will be refunded as a credit note only, and can be redeemed on future purchases within 6 months from date of issue. After this 3 day period, the deposit will be non-refundable.
Estimated lead times
Estimated lead times are subject to change and Spence & Lyda will endeavor to have your goods available for pickup or delivery as close to the estimated lead time as possible. We will call to advise you when your goods are available, or to advise you of delays. Deliveries will be arranged on confirmation of goods ready for dispatch. Spence and Lyda are not responsible for extended lead times or the inconvenience this may cause.
Current shipping, lead-time and delivery updates:
The global effects of COVID-19 have resulted in schedule delays across shipping and airfreight industries. This in turn, has resulted in an impact on the listed lead times of many of our products, the majority of which are shipped to us from Europe. Whilst lockdown restrictions have mostly lifted in Australia, there remains back log and congestion in the world of shipping both internationally and domestically. In all instances our care for you, is about keeping you informed and mindful of these issues, and expectations managed. Please do check in here regularly for updates.
On average, we are experiencing a 4-6 week delay on product lead-times from Europe (including delays in Europe and AU/NZ).
Your sales representative will give you an overview of the delays likely to be incurred when you order but as the situation is fluid, please know that all advice will be our best educated estimate. This is an industry wide challenge and whilst service is a priority for us, some factors are outside our sphere of control.
Delays from Europe
Europe is suffering from container shortages and vessel schedules at full capacity Delays from China also affect arrival of parts, delaying total production times for some manufacturers.
We are currently seeing on average 3-4 week delays from Europe.
Note - the European Summer holidays having just ended, Europeans are playing catchup with up to 4 weeks to standard lead times depending on individual brands.
Delays in Australia & New Zealand
Greater imports into Australia and New Zealand have resulted in congestion in local ports. This has resulted in:
1. Vessels skipping ports altogether e.g. A vessel skips Sydney, lands into Melbourne, and delays result in the product having to be freighted back to Sydney.
2. Clearance times for containers has increased from an average of 7 days to 10-14 days.
Unions stopping work at different ports has also placed greater pressure during operating hours and schedules.
We are currently seeing on average 3-week delay after a vessel lands into a local port.
Delays in Airfreight
Airfreight has already been impacted from flight reduction, but further reduction in passenger arrivals announced recently effect
1. Time for airfreight to arrive
2. Cost to airfreight – recent quotes have doubled in price.
Internal Domestic Carrier Delays
Our domestic carriers, Australia Post and TNT Carriers are also affected by healthy and safety restriction and issues to their logistics resulting. Please refer to tracking details on your purchase invoice for all third party carrier updates.
If you are concerned about the lead-time of your order or have any questions, please contact us and as always, we will do what we can to help.
Change of Mind
Please choose carefully as we do not provide refunds for change of mind. However, if you are unhappy with your purchase, we will exchange or issue a store credit provided the item is in its original packaging and in saleable condition. The item must be returned within 14 days and you will be responsible for any return shipping charges.
Ex-Display & Sale Items
Please choose carefully as all Ex-Display and Sale items are final and subject to limited availability. No returns, exchanges or cancellations are permitted.
Faulty goods will be repaired or replaced at Spence & Lyda’s discretion. In the unlikely event of receiving a faulty item, please contact us immediately to discuss its repair or replacement by emailing [email protected] or phoning 02 9212 6747. Proof and date of purchase is required.
Spence and Lyda will not recognise a claim for the return of non-faulty goods or for bedding and towelling or any sale items.
Store Credit Notes
Where goods are refunded this will be by credit note only, which can be redeemed on future purchases within 6 months from date of issue.
Goods abused, not used in the intended manner, or not cared for as per recommended care and maintenance, are not subject to replacement or covered under the individual warranties. Warranties for different products will vary.