Online Orders
We aim to dispatch orders within 5 working days or will email you to let you know if there will be a longer wait. Items marked 'order in store' may be available for delivery but may not be in stock.
Please either call us for details or email mail@southwoodhome.com.au.
Returns and exchanges
Items may be returned for a store credit or exchanged for another product of the same value provided they are not a sale item, floor stock item, are returned unused in their original condition and, where applicable, in their original packaging.
Returned items must be mailed/returned within 14 days of receipt to 152 Argyle Street, Fitzroy 3065 or retuned in person.
Cost of returning the goods to us will need to be paid by the purchaser and we advise you use registered mail to ensure the goods reach us safely.
In store purchases may be subject to different conditions - see in store for details.
We also offer exchanges on full priced goods purchased through our website, as above, these must be returned unused in their original condition to our Fitzroy address and the cost of return plus any balance due for replacement goods will need to be paid by the customer before replacement goods can be dispatched.
Your statutory rights are not affected.
Cancellations
Please choose your items carefully, as we do not offer refunds for change of mind. However, we do provide store credits or exchanges for eligible items.
Selecting hand made goods
At Southwood our focus is on natural materials and hand-made, individual items. These products will, by their nature, vary and we feel this is part of the beauty of these items.
In the case of some of our ranges the designs can vary from item to item and we have highlighted these in the web-store.
If you would like to see the current selection of available designs before we dispatch your order please contact mail@southwoodhome.com.au and we will send photos for you to select from.
We are always happy to speak to you any time you would like further help before making a selection. You can call us on 03 9417 6761 during business hours.
Furniture
Our furniture can only be ordered through our Fitzroy store. Please call us in store for details of lead-times and availability. Most of our furniture items are delivered through an external delivery service. We will quote delivery cost at the time of ordering.
Timber Care and Maintenance
For daily cleaning, use a lightly dampened soft cloth (a micro fibre cloth is ideal) to remove dust and light stains. Avoid using harsh cleaning products or scrubbing cloths - we recommend Osmo Liquid Spray Cleaner.
Take care when placing or moving unglazed ceramics as they may scratch the surface. We also advise that ornaments are periodically moved to avoid shadows and marks.
We don’t recommend placing timber furniture in direct sunlight, as excessive sunlight will speed up the natural timber oxidation process and the corresponding yellowing that occurs.
We recommend using placemats and drinks coasters if you are placing hot dishes on the surfaces of your furniture. Direct heat can cause staining and/or damage. Timber furniture should not be positioned over heating vents, in front of gas heaters, oil heaters, open fireplaces or next to hot electrical appliances.
If you have a liquid spill, dry the table immediately to avoid damage. A household problem of ‘rising damp’ may also affect your furniture.
Timber legs need to be checked regularly to ensure they are tight. If legs are loose (especially if dragged) damage to the internal fixing point can occur.
Rugs
We keep samples of all rug styles in store so feel free to come and see these before selecting if you are unsure. Alternatively we can mail a small loan sample to you if you are not able to visit the store.
Please contact mail@southwoodhome.com.au or call 03 9417 6761
Rug Care and Maintenance
It is important to vacuum your rug regularly. Use a flat suction head on your vacuum cleaner. We suggest avoiding brush or motorised powerheads, as stiff bristles and strong suction can damage the pile. In addition to this, do not scrub the rug. We recommend using a flat head on textured of loop-pile rugs.
Clean stains (with an absorbent cloth, blot rather than rub liquids) or soil marks immediately. If the stain cannot be removed (e.g. paint, nail polish, shoe polish) it is important to seek specialist advice. Feel free to contact us with any questions. Every 6 months we recommend rotating your rug to ensure even wear. Avoid placing a rug in direct sunlight if possible. Rotate regularly if sunlight is falling on one area of the rug. We recommend yearly professional cleans
Upholstery Maintenance
Vacuum linen and linen blends regularly using low suction, protect from direct sunlight. Annual professional cleaning is recommended. Clean using upholstery shampoo - do not use dishwashing or laundry detergents. Do not wet filling or scrub with a stiff brush. Dry in shade away from direct heat. Allow to dry thoroughly before re-use; OR Clean with hot-water extraction machine (hot).
Spot clean spills and stains as soon as possible. Gently scrape any soil or mop any liquid from the surface of the fabric. Apply proprietary cleaning agents strictly according to instructions to remove the residue of the spill. Please contact us for cleaning agent recommendations. Do not saturate the fabric or interior with water or other cleaning liquids.
Pilling can occur occasionally as a result of normal daily wear and should not be considered as a fault. Fibre pills can be removed by a battery operated pilling tool available from most haberdashery stores. Refer to fabric supplier’s guides for more detailed instructions/ or specific fabric care.
Do not place leather in direct sunlight. Ensure a minimum of 80cm between furniture and any heating source. Dust on a regular basis with a clean dry cloth. Gently remove all spills immediately with a dry clean cloth. Use a damp cloth and do not scrub or rub hard. Use proprietary leather cleaners only in strict accordance with manufacturer’s instructions. Do not use shoe polish, saddle soap or unidentified leather cleaners, pastes or abrasives. Regularly clean contact areas such as arms and headrests to avoid build-up of perspiration and body oils. Dry in shade away from heat. We recommend cleaning by specialists using only proprietary leather care products appropriate to leather type. Please note failure to regularly maintain leather may lead to a build-up of perspiration and body oils that may discolour leather.
Mattress Maintenance
All of the latex mattresses will need to be checked for moisture & flipped regularly to prevent mould and we always recommend a slatted base to be used when possible. The following link provides 3 different ways to flip your mattress: https://www.youtube.com/watch?v=T4oEJKkJnVk
To prevent mould from occurring on covers and padding materials, it is the customer’s responsibility to turn the mattress over regularly and ensure adequate aeration. The top of these mattresses are self-airing, however it is necessary to feel the underside of the mattress often to check for dampness. If dampness is felt, air your mattress in direct sunlight, or dry off thoroughly with a fan or blow dryer. We recommend open slatted bed bases.
DO NOT UNZIP the cover or cut the ties, if the mattress becomes soiled or mouldy please email mail@southwoodhome.com.au for instructions on how best to treat your mattress.
Please be aware that the use of a bedframe with posture slats may cause the mattress to differ in feel to that which is on display in our showrooms. Posture slats specifically may cause the mattress to feel softer and eventually lead to dipping and sagging due to a lack of adequate support being provided.
Floor stock
Floor stock items are sold 'as is' and may have imperfections. Inspection is recommended as returns and standard warranty are excluded from floor stock items.
Comments/Feedback
We pride ourselves on our service and always wish to keep our customers happy, so if you have any comments or suggestions please contact us and let us know on mail@southwoodhome.com.au
Intellectual property
Many of the items we stock are designed and made by small local makers or exclusively for Southwood. To protect their intellectual copyright we do not allow the use of any images from our site unless by prior arrangement.
For further details or press enquiries please contact fitzroy@southwoodhome.com.au
Warranty
We guarantee that all products sold are free from manufacturing faults and defects for a period of from the date of original delivery or collection. In the event that a product is proven to be defective within 24 months, you are entitled to the restoration of the goods through repair or replacement, whichever is decided as being the most efficient and effective remedy. It should also be noted that the guarantee does not cover any breakage caused by negligent and/or improper use of the good, changes caused by normal wear and tear, any damage caused by lack of and/or erroneous maintenance, damage due to an accident or force or degradation of finish caused by environmental factors. The warranty does not cover products that have been damaged in transit, misused and/or exposed to extreme conditions (including prolonged exposure to sunlight). Scratches, burns and/or breakage of glass or marble, damage caused by inappropriate use of cleaning products are also not included. Damage to third party property; any removal and/or installation expenses associated with any claim; and transport or freight expenses associated with any claim are not included.
All organic latex mattresses come with a 10 year manufacturers guarantee which covers manufacturing defects and material defects.
The guarantee does not cover the following:
Mattress damage caused by one or more of the following is also not covered: Defective metal or timber slats, a base that does not provide adequate support, a base in which slats are more than 10cm apart, a base that does not provide a flat even support, use of the mattress for anything other than what it is intended.
