faq's

 

I AM INTERESTED IN WORKING WITH YOU, HOW DO WE GET STARTED?

Firstly, thanks for your interest in Timbermill!

if you're after a product/or dining table - please view our products page. 

If you’re after something custom, please Send through as much information as possible – image inspiration, dimensions, timber styles etc. We recommend you do this prior to an in person appointment as it helps you as the customer have a think about what you’re after. After that a Timbermill Account Manager will be in touch within 48 hours. We can generally provide some rough pricing pretty quickly, all our pricing is calculated based on the labour and materials required to complete a job.

After you have a ball park price and you’re happy with it, you can opt to come into our office for a chat about your piece with your Account Manager and someone from our Production team (Please note this isn’t required, it really depends on your personal preference) to finalise your job details. 
More details on the next steps are found in the below points.


I HEAR YOU DO FURNITURE RENTALS/HIRE AS WELL? HOW DO I FIND OUT ABOUT THAT?

You heard right. Our sister business ‘Timbermill Rentals’ operates separately over at www.rentals.timbermill.com.au. We all love our rental furniture offering, and it offers a great short term solution if you’re after something right now for your event in the quintessential Timbermill ‘style’.  


WHAT ARE YOUR PAYMENT TERMS?

Our payment terms are 50% deposit to confirm the order, and remaining amount due prior to delivery. 

No exceptions unless otherwise specified and agreed on in writing by your Timbermill Account Manager.

WE ACCEPT EITHER CREDIT CARD OR EFT PAYMENTS. ALL DETAILS CAN BE FOUND ON YOUR INVOICE.


DO YOU PROVIDE ON SITE INSPECTIONS?

Yes we do, although if you require one prior to your deposit payment a $150.00+gst fee applies (within 30km of Marrickville, NSW, additional fees applies outside of this area) for a site inspection. This amount is paid prior the inspection. If you decide to proceed we will discount this amount from your final invoice.

One site inspection maximum is allowed for post deposit payment.  Any additional site visits after this point incur a $150.00+gst fee (within 30km of Marrickville, NSW, additional fees applies outside of this area). These amounts will be invoiced to you as they occur. 
Appointments at the Timbermill office incur no fees, although please note they must be arranged prior as we are not always able to accommodate walk in appointments.


DO YOU PROVIDE DRAWINGS OF THE CUSTOM FURNITURE?

Yes, Timbermill will provide shop drawings of your proposed items within after a 50%  deposit payment has been received. Unfortunately, we will not provide these prior in order to protect our intellectual property. 
Our website and social media channels all showcase a huge range of our previous work so please have a browse at similar items and trust the fact that we will always work with you as much as possible to produce an amazing end product.


HOW DO I CONFIRM MY ORDER?

Yes, Timbermill will provide shop drawings of your proposed items within after a 50%  deposit payment has been received. Unfortunately, we will not provide these prior in order to protect our intellectual property. 
Our website and social media channels all showcase a huge range of our previous work so please have a browse at similar items and trust the fact that we will always work with you as much as possible to produce an amazing end product.


AM I ABLE TO CHANGE MY ORDER AFTER I'VE PAID MY DEPOSIT?

You’re able to change your order if required up until the final drawings have been approved, although not below the original deposit amount (this amount is non refundable). After production has started, any variation will be invoiced accordingly. 
With all sales orders, we require a deposit before any drawings are supplied so we understand sometimes changes are necessary.


i have paid my deposit but my job has been delayed?

Here at Timbermill, we work on quite a strict build schedule of 8 weeks ahead at all times. At the time of your deposit payment, we allocate a time slot for your job. If your job is delayed for some reason, whilst we will endeavour to fit you in at your required time but we hold no responsibility for delayed timing. Please ensure you give us written notice of any delays so we can work with you as much as possible.  
If we complete your job for the due date, and you require storage beyond 7 days of notice of completion we will charge a storage fee of 1% of total job value per week.


what is the lead time on your furniture?

Our standard lead time is around 8 weeks from date of deposit. Please note, accepting a quote does not guarantee you a spot on our build schedule and the deposit must be received to lock in your time.


do you offer delivery of the items, or do i have to pickup?

Definitely. We use a range of trusted external delivery contractors to deliver all our pieces. Please note, this is always at an additional charge which is added to your quote.
You’re also welcome to pickup your item from our warehouse at a prearranged time during business hours Monday – Friday but Timbermill takes no responsibility for the packing of these into your vehicles and any damages that occur once you leave our warehouse.


what warranty do you offer?

Whilst in all situations we will aim to work with you to fix your item if you have any issues, we offer a 5 year warranty on all of our furniture items. This covers the structural integrity of the piece. All Timbermill items have been designed and manufactured to last a lifetime.

Standard wear and tear will always apply, and this is not covered under the structural warranty. It is the responsibility of the client to care for their item.

Please note, warranty does not apply if you simply change your mind.

Any exceptions to the above must be approved in writing by your Timbermill Account Manager at the time of order.


what is your return policy?

Unfortunately we do not give returns if you change your mind or make a wrong decision. You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described, or are different to the original product ordered.

Whilst we will work with you if you are unhappy about a design element, we cannot be responsible for this. The nature of custom is we work with one off pieces all the time, and whilst we can recommend ways for building it is ultimately the responsibility of the client to approve the item.

If your items arrives to you either damaged or faulty you must notify Timbermill within 24 hours. 
If your item arrives and you don’t believe you have received is what you asked for you must inform Timbermill in writing within 7 days of order.


what kind of timber do you work with?

Whilst our core style is to use amazing recycled timbers collected from all over Australia, such as spotted gum, iron bark and blackbutt, we also work with a range of new hardwood including the aforementioned timbers, as well as American Oak and Alpine Oak among others. 
If you’re unsure of what timber to use, then let us know any extra information you might have such as the ideal colouring, and what kind of space it’s going into. We have a whole range of images, samples and timber knowledge to assist you in making the decision.

view our standard materials & finishes here.


is the furniture outdoor suitable?

Unless specified all furniture is built for indoor use only. Outdoor tables are built differently and it is the responsibility of the client to inform Timbermill of where the items are to be positioned/located.


how do i care for my furniture piece?

Like anything, a piece of furniture requires regular care and maintenance to ensure it lasts as long as possible. The majority of our products are finished in a protective and durable clear coat which can be cleaned with a regular cleaning products. If we use a particular finish on your table Timbermill will provide you with specific care instructions if required.

As listed above in our warranty section, basic wear and tear is not covered under our warranty. It is the responsibility of the client to maintain their item/s in order for them to last. a full care & maintenance document will be provided on delivery of your item.


anything else? please don't hesitate to get in touch.