Vanity by Design Help and Support | Frequently Asked Questions

1. How to use the website
The Vanity By Design website is designed to be intuitive and easy to navigate. Each product range is categorised according to the collection, product name and type. When you choose an item and click on the 'Add to Cart' button you will be directed to the shopping cart. If you wish to add more items to your order, you can choose to continue shopping to keep browsing through the website; otherwise you can proceed to the checkout page.
2. Stock Availability
Handcrafted in small batches throughout the year, the process to create each one of our vanities typically takes 6 to 8 weeks. While we endeavour to have most of our vanities available for you throughout the year, at Vanity By Design we believe that you can not rush perfection. To ensure we maintain the highest quality of product, we don't mass produce our vanities like our competitors instead we choose to distribute the fabrication our vanities into small batches throughout the year. Ensuring each of our vanities will be with you for a lifetime.
3. Purchasing Process
  1. Simply browse through our large selection of products available at Vanity By Design.
  2. Once you identify an item that you would like to order, please click 'Add to Cart' and you will be directed to the shopping cart, where you will be able to get a delivery quote. We offer flat rate shipping on most products to selected postcodes in Brisbane, Sydney & Melbourne. If you are outside of the flat rate delivery zone, you can select 'Send me a quote for delivery' and continue to the checkout stage. We will provide you with a quote within 24 hours.
  3. Once in the checkout area, please accurately enter your billing information and confirm the shipping information and shipping method. You can then select your payment preference. Please note that Vanity By Design does not accept American Express. Once everything is filled out you are ready to place your order.
  4. After you click 'Place Order' you will receive a confirmation email with relevant details.
  5. Once payment has been confirmed we will organise delivery.
3. Shipping
We now offer flat rate shipping on most products to selected postcodes in Brisbane, Sydney & Melbourne. Brisbane is $80 flat rate shipping and Melbourne and Sydney is $120 flat rate. If your postcode is out of range please contact us and we will find the best quote for you. 
4. Payment options
We accept payments via Visa or MasterCard credit or debit cards and use PayPal as the payment gateway. We also accept payment by direct deposit. If you prefer to make a payment by direct deposit please contact our customer service team on (07) 3376 6055 and they will arrange to have an invoice sent to you with all relevant information. Note: goods will not be dispatched until full payment has been received. Vanity By Design does not accept American Express.
5. Delivery options
Once you place an order and we receive payment we will generally wrap your goods and strap them securely to a pallet within 24 hours. Each product is boxed with appropriate protection to minimise any risk of damage. One of our logistics partners will pick up the goods and deliver them to your requested address. For smaller goods, each product is securely boxed and sent out via our door-to-door courier services. Please make sure someone is home, unless you have requested an Authority To Leave (ATL) delivery. Please note that in very rare cases the stock levels listed on our website may be incorrect and delays may apply. If you have any queries regarding the delivery methods or how long it will take for you to receive your order, please don't hesitate to contact our customer service team on (07) 3376 6055.
6. Warranty information
Many of the products available on this website are manufactured by Vanity By Design. However, in order to offer a comprehensive range of products, some goods are manufactured by other companies via strategic alliances. In such cases we offer the same warranties and guarantees of quality as on goods produced by Vanity By Design, so you can be confident that regardless of who manufactures the goods, Vanity By Design will honour any warranties that apply. For further information about our warranties, please refer to our Product Supply Terms.
7. Goods return policy
Vanity By Design offers a 7 day money back guarantee option for your ease of mind. From the day you receive your order you have a week to return any unsatisfactory item. If there is no receipt of delivery, we will assume delivery took place 3 days after dispatch. If you return a product within the 7 day period, Vanity By Design will refund the full cost of the product to you. However the following charges/fees will not be reimbursed:
  • Delivery charges from Vanity By Design to your requested address.
  • Cost to return the product to Vanity By Design. Please note prices can vary.
  • For items with free delivery, a charge will be placed to return the product depending on your location.
When returning an item please make sure it is still in its original packaging and original condition. Goods cannot be returned after installation.
8. Privacy policy
9. Payment of GST
All prices are GST inclusive.
10. Insurance
All products purchased from Vanity By Design are covered by transit insurance to the point of delivery.

FREQUENTLY ASKED QUESTIONS

1. Where are Vanity By Design products manufactured?
Most products on our website are manufactured by us or our joint venture partners in southern China. The remainder are sourced from other manufacturers via strategic alliances, after stringent quality testing to ensure a consistent high standard. Vanity By Design is 100% Australian owned with strict quality control measures and supervision.
2. Does Vanity By Design have a showroom where I can see the products?
Yes, we have a range of products on display at 241 Monier Road, Darra, Brisbane as well as Precinct 75 - 6.02, 75 Mary Street, St Peters, Sydney. However this website is our main showroom. Here you can find all the relevant information you need, including product specifications, dimensions and colours, and high quality photos.
3. How do I use this website and place my first order?
Before placing an order you can either register an account with Vanity By Design or you can checkout as a guest. After browsing through the website and identifying items you would like to order, please click 'Add to Cart'. Once you have finished browsing you can then fill out the shipping quote request and proceed to the checkout. Please view the purchasing procedure guide above for more details.
4. What are the payment options?
Vanity By Design accepts both Visa and MasterCard debit or credit card and uses PayPal as the payment gateway. Payment can also be made via direct deposit. Please contact our customer service team on (07) 3376 6055 if you require more information about our payment methods. Vanity By Design does not accept American Express.
5. What countries can you freight to?
This website is only for Australian customers.
6. How can I change my delivery address?
If you order has not been dispatched, please contact our customer service team on (07) 3376 6055 as soon as possible. If you need to change the delivery address after your order has been dispatched, please contact us immediately. This may incur additional charges for re-delivery.
7. Do I need to be home when the goods are delivered?
When your order is ready for delivery either our transport team or our logistics partners will contact you to arrange a day and time to deliver it to your location. Due to OH&S requirements our drivers cannot lift more than 25kg. Please make sure someone is there to help the driver unload the goods. Additional charges apply if you require a second helper or a tail lift.
8. What is the warranty of your products?
Many of the products available on this website are manufactured by Vanity By Design. However, in order to offer a comprehensive range of products, some goods are manufactured by other companies via strategic alliances. In such cases the goods have the same warranties and guarantees of quality as if produced by Vanity By Design, so our customers can be confident that regardless of who manufactures the goods, Vanity By Design will honour any warranties that apply. For further information about our warranties, please refer to our Product Supply Terms.
9. What happens if my goods are damaged in transit?
We have a strong network of reliable logistic partners who take excellent care of the goods. However on the rare occasions when an item is damaged, we require some photographic evidence as soon as you notice the damage. All our goods are fully insured and we can send a replacement if needed.
10. What is your goods return policy?
Vanity By Design offers a 7 day money back guarantee option for your ease of mind. From the day you receive your order you have a week to return any unsatisfactory item. If there is no receipt of delivery, we will assume delivery took place 3 days after dispatch. If you return a product within the 7 day period, Vanity By Design will refund the full cost of the product to you. However the following charges/fees will not be reimbursed:
  • Delivery charges from Vanity By Design to your requested address.
  • Cost to return the product to Vanity By Design. Please note prices can vary.
  • For items with free delivery, a charge will be placed to return the product depending on the location.
When returning an item please make sure it is still in its original packaging and original condition. Goods cannot be returned after installation. Vanity By Design reserves the rights to change/modify these conditions without prior notice.
11. Can I cancel my order if I made a mistake?
You can cancel an order if we haven't yet dispatched it. After dispatch we cannot accept cancellations. However we can refund your money under the 7 day money back guarantee. Delivery charges will still apply.
12. How will I be refunded?
A refund will be issued by crediting your account within 10 working days via to the same payment method you used to make your purchase.
13. Is GST Payable?
All prices are GST inclusive.
14. Are goods covered by insurance?
All products purchased from Vanity By Design are covered by transit insurance to the point of delivery.
15. Is transit insurance included in the shipping price?
All shipping prices include transit insurance.
16. Do I have options for shipping and delivery?
We now offer free home delivery to selected postcodes in Brisbane, Sydney and Melbourne. If you are outside of these areas, you can still proceed with the order and we will get back to you within 24 hours with a quote for delivery. In most areas outside of the free shipping zones, we can send your order to the nearest truck depot for collection. Please contact us for more information. If you are a local in Brisbane or are willing to collect the goods yourself you can pick your order up from our warehouse, located at 241 Monier Road, Darra. This is free of charge.
17. How can I check to see if my order went through?
You will receive notification when your order has been accepted.
18. Can you install my items for me?
Unfortunately we are unable to provide this service.
19. Do you make custom built furniture?
At this stage Vanity By Design is unable to offer custom made products, nor can we modify any of our online products.
20. Why is Vanity By Design so much cheaper than other online shops?
We either manufacture the products ourselves in China or have agreements with other manufacturers that allow us to supply products at factory direct prices.
21. How do I know if you deliver to my area?
When you are in the shopping cart area you will be asked to enter your suburb and postcode. If delivery is not available to that postcode, please contact us.
22. How will the goods be delivered to me?

Once your payment has been confirmed, if your order is in stock we generally dispatch it within 24 hours. One of our logistic freight companies will pick it up and deliver it to your requested address. Once it is ready for delivery either Vanity By Design or our logistic partners will call you to arrange a convenient home delivery. Someone must be there to help unload unless you order an extra driver. Additional charges apply if you require a second driver.

Lighter items will be dispatched via our door-to-door courier company.

Generally it takes 2-8 working days for an order to reach its destination, depending on the location. For rural and distant locations, please allow up to 12 working days.

23. Do I have to sign for my goods when delivered?
Yes, unless you request an Authority To Leave (ATL) delivery.
24. What happens if I am not home when my order arrives?
A notice of delivery will be left, which will outline how you can collect your goods. A re-delivery fee may apply unless you requested an Authority To Leave delivery.
25. Can I have my goods delivered to a post office box?
Unfortunately we cannot offer deliveries to PO boxes.