FAQs Page

Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

General

Do you have a showroom?

Our showroom is located in Unit 38/49 McArthurs Rd, Altona North VIC 3025

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Do you custom make furniture?

Yes, we create custom furniture with the help of skilled artisans, offering competitive pricing. We also accommodate one-off designs with no minimum order quantity (MOQ).

Are there special offers or pricing available for trade professionals and businesses?

Yes, we offer special pricing and collaboration opportunities for architects, interior designers, developers, and businesses. Whether you're planning to purchase a single piece, buy in bulk, or collaborate on a commercial / residential project, we'd love to work with you. Please contact us at hello@violaliving.com.au to discuss your needs.

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Where do you source your materials?

We source our natural stone from across the globe, with each stone piece uniquely reflecting its place of origin.

Do you offer a wide range of natural stones?

Yes, we have access to an extensive selection of natural stones, including marble, granite, onyx, quartzite, and more. Contact us to explore the perfect material for your project.

What is the process behind manufacturing your products?

We collaborate with our experienced manufacturing partner in Asia, who has decades of expertise in working with natural stone. This allows us to deliver exceptional quality at the best price for our clients.

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Delivery

What is the expected delivery time for in-stock items?

If the product you ordered is in stock, we will notify you as we schedule the delivery. While we strive to ensure timely delivery, unforeseen circumstances beyond our control may occasionally arise.

Melbourne deliveries are ±7-10 working days

How long will it take to receive items that are currently out of stock?

Our lead time for out-of-stock or custom products is approximately 8–10 weeks. We collaborate closely with our manufacturing partner to ensure consistent progress and are dedicated to delivering your order as efficiently as possible.

Is it possible to guarantee a delivery date for out-of-stock items?

Unfortunately, we cannot provide an exact arrival date, as unexpected shipping delays may occur due to circumstances beyond our control. Factors such as global shipping challenges or unforeseen events can impact timelines despite our best efforts to avoid disruptions. We appreciate your understanding and patience in such situations.

Will I receive updates regarding my delivery?

Yes, we will contact you prior to delivery to confirm the date and ensure availability. If no one is available to receive the goods at the scheduled time, a failed delivery may occur, and additional delivery fees could apply.

Is there anything I need to prepare or check before my delivery arrives?

Kindly ensure that there is adequate access to your premises for the delivery of your order. Due to the weight and size of some products, we may need to decline delivery if access, floor levels, or other conditions present a safety concern. If an elevator is required, please confirm that the item can fit, and check that all hallways and corners are wide enough to accommodate the delivery. Should delivery fail due to access restrictions or unforeseen issues not communicated beforehand, the delivery fee will still apply.

Is it possible to pick up my furniture instead of having it delivered?

We do not offer product pickup from our store. To ensure the safe handling and transport of our fragile items, all deliveries are managed through our white glove service, which includes secure packaging and unpacking upon delivery.

Do you offer deliveries into regional Australia?

We currently deliver exclusively to the Melbourne, Victoria metro area. For deliveries to other locations, please contact us, and we will provide you with a freight cost estimate.

How heavy are your products?

The weight of our products varies depending on the item, but due to the use of natural stone, they typically require a minimum of 2 people for safe handling and transport.

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Returns

Do you offer refunds or exchange?

You can view our complete return and refund policy here.

Return & refund policy

Do you offer any warranty?

Our products come with a 1-year warranty, which excludes coverage for natural wear and tear, improper care, or the use of chemicals and abrasives. Please note that staining is also not included in this warranty.

What is the time frame for reporting a defect or damage after delivery?

We kindly ask that you thoroughly inspect your products upon delivery to ensure you are satisfied, as we cannot address complaints once our delivery partner has departed your premises.

Any damages must be reported within 48 hours of delivery. If you plan to store the item for a later period, please check it upon arrival, as we cannot be held responsible for any damages that may occur while in your storage or possession

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Product Care

What is the recommended care routine for our product?

While our stone is sealed for added protection, we recommend handling it with care and promptly cleaning up any spills. To minimize the risk of stains, avoid exposing the surface to acidic substances or harsh detergents.

Are there variations in the appearance of natural stone pieces?

Yes, since we use entirely natural stone, each product is truly unique. This distinctiveness is what makes your piece special, as no two are exactly the same. Kindly note that the exact shape, color, or veining of the stone cannot be guaranteed.

Is it normal to see small cracks or natural imperfections in stone surfaces?

Yes, this is a natural characteristic of authentic materials. These unique features are what set genuine products apart from artificial ones.

Will the product colors match exactly what I see on the website?

Images are provided for illustrative purposes, and colors may vary due to factors such as monitor settings, lighting, and other conditions. We cannot be held liable for color differences and cannot offer exchanges or refunds based on these variations.

If you would like a more detailed description of the color before purchasing, feel free to contact us at hello@violaliving.com.au

Contact

Unit 38/49 McArthurs Rd, Altona North VIC 3025

Mon - Sat | 10 AM to 4 PM | Visit by Appointment

hello@violaliving.com.au

+61 410 089 960

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