How ordering from The Long Grain works.

Made to order

Nothing is pre-built. Every chair, footstool and coffee table is started only once an order is confirmed. This means lead times vary depending on how many orders are already in progress, current timing will always be confirmed with you directly before you commit to an order.

Ordering individually or as a set

The chair, footstool and coffee table can each be ordered on their own, as a pair, or as a complete set. Pricing and lead time will depend on exactly what you order, and will be confirmed with you in writing before any payment is taken.

Payment

A deposit is required to secure your place in the queue and begin work (currently 50% of the total price, unless otherwise agreed with you directly). The remaining balance is due before delivery or collection of your finished piece.

Cancellations and changes

Because each piece is cut and built specifically for your order, deposits are non-refundable once work has begun on your piece. If you need to cancel before work has started, please get in touch as soon as possible, in some cases a full or partial refund of the deposit may be possible at our discretion.

This does not affect your rights under Australian Consumer Law if a finished piece is faulty or not as described (see below).

Delivery and collection

Delivery and collection arrangements, including any delivery cost, will be agreed with you directly once your order is confirmed. Please inspect your piece on delivery or collection and raise any concerns with us as soon as possible.

Workmanship

Every piece is built from solid timber, assembled and finished by hand. Natural timber will always show some variation in grain and colour, this is expected and not a fault. If a genuine fault in materials or workmanship appears, please contact us, we stand by what we build.

Your consumer rights

Nothing on this page limits or excludes your rights under Australian Consumer Law. Goods are guaranteed to be of acceptable quality, fit for purpose, and match how they were described. If something is genuinely wrong with your order, you are entitled to a repair, replacement or refund, and we will always work with you to make it right.

Privacy

Any details you share through our inquiry form (name, email, and what you tell us about your order) are used only to respond to you and, if you go ahead, to arrange your order. We don't sell or share your details with anyone else.

Contact

Questions about an order, or about these terms, are welcome any time through our inquiry form.