Orders & payments
From choosing your piece to confirming your order.
How do I know if a piece is in stock or available to pre-order?
How do I know if a piece is in stock or available to pre-order?
Check the availability and lead time on the product page for your selected colour, fabric and configuration. Browse Ready to ship for in-stock pieces. Pre-order lead times vary by product and are estimates; if you have a deadline, email sales@newpiece.com.au before ordering so we can confirm the latest timing.
Which payment methods can I use?
Which payment methods can I use?
Available card and digital payment methods are shown at checkout. Prices are displayed in Australian dollars, with tax included where indicated on the product page. Delivery charges are shown at checkout or confirmed in your delivery quote.
Can I pay a deposit for a pre-order?
Can I pay a deposit for a pre-order?
Where a product offers a deposit option, you can choose the payment plan shown on its product page. For the 50% deposit option, the remaining balance is due before delivery. Availability and payment terms depend on the product, so check the options before completing your order.
Can I change or cancel my order?
Can I change or cancel my order?
Email sales@newpiece.com.au as soon as possible with your order number and the change requested. We will check whether it is still possible to update the order.
Custom-made and made-to-order items cannot be cancelled for change of mind. Confirmed trade or commercial orders may incur a cancellation fee based on costs already incurred. Please review our Return & Refund policy before ordering.
Can I order a different fabric, finish or configuration?
Can I order a different fabric, finish or configuration?
Many pieces offer fabric, finish or modular configuration options. Availability varies by collection. Send the product name, your preferred options, quantities and timeline to sales@newpiece.com.au; our team can confirm what is possible, along with pricing and lead time, before you order.
Delivery & collection
Plan the journey from our warehouse to your space.
Where do you deliver?
Where do you deliver?
We deliver Australia-wide. Furniture delivery outside Sydney is arranged with third-party delivery partners. Email sales@newpiece.com.au with the product, quantity, suburb and postcode for delivery advice or a quote. Our standard online delivery service is for Australia; contact us before placing an order for another destination.
How long does delivery take?
How long does delivery take?
In-stock homewares are usually dispatched within 48 hours, with standard delivery typically taking 3–7 business days depending on location. Furniture and pre-orders follow the lead time shown on the product page, plus delivery arrangements for your address.
Timing is estimated and carrier delays can occur. For a specific deadline, contact us before ordering. See our Shipping & Delivery policy.
Is assembly or white-glove delivery available?
Is assembly or white-glove delivery available?
White Glove and Assembly is available in most Sydney metro areas, subject to address and product eligibility. It includes delivery inside your home, assembly and packaging removal. Additional fees may apply. Check the options at checkout or ask our team to confirm the service available for your address.
How do I track my order or request an update?
How do I track my order or request an update?
Tracking details are emailed after dispatch where applicable. For furniture bookings, pre-order updates or a missing item, email sales@newpiece.com.au with your order number. We can check the status and help you understand the next step.
What should I check before furniture delivery?
What should I check before furniture delivery?
Measure doorways, corridors, stairs and lifts, and tell us about parking or access restrictions in advance. Book a service lift if needed and clear the placement area. For white-glove deliveries, you or your nominee must be present. Let us know about difficult access before your delivery is scheduled.
Can I collect my order or arrange storage?
Can I collect my order or arrange storage?
Free warehouse collection is available for eligible orders. Wait for confirmation that your order is ready; the pickup address and instructions will be provided. The published collection window is Monday–Sunday, 11am–4pm; confirm your pickup arrangement with our team before travelling.
Paid-in-full orders can be stored free for up to three months from the date they are ready. Fees may apply after that. See our Shipping & Delivery policy and Return & Refund policy for details.
Materials, colours & samples
Find the finish, feel and proportions that work for you.
Can I see a material sample before ordering?
Can I see a material sample before ordering?
Yes—contact sales@newpiece.com.au to enquire about available fabric, timber and finish samples, or arrange to see materials in our Alexandria showroom. Include the product name and the colours or finishes you are considering so we can check what is available.
Will the colour look exactly like the website?
Will the colour look exactly like the website?
We aim to show products as accurately as possible, but screen settings, lighting and natural material characteristics can affect their appearance. Timber grain, leather and other natural finishes may vary from piece to piece. Viewing a sample or the product in person can help you choose with confidence.
How do I choose the right size or modular sofa layout?
How do I choose the right size or modular sofa layout?
Use the measurements on the product page and check both your room and the delivery access. For modular sofas, consider the overall footprint, chaise direction and space around the furniture. Email sales@newpiece.com.au with a floor plan or room dimensions and the pieces you are considering for help with furniture selection.
Can I see a particular product in the showroom?
Can I see a particular product in the showroom?
Our Alexandria showroom has a curated selection of furniture and materials. Displays can change, so email sales@newpiece.com.au or call +61 438 992 736 before visiting if you would like to see a specific model, colour or finish.
Returns, warranty & care
Clear guidance for looking after your New Piece.
Can I return an item if I change my mind?
Can I return an item if I change my mind?
We do not offer refunds or exchanges for change of mind, including an incorrect size, colour, finish or configuration. Please check your selections and measurements carefully before ordering. This also applies to custom-made, made-to-order, floor-stock and clearance purchases.
This does not affect your rights under Australian Consumer Law. Read our Return & Refund policy for full details.
What if my order arrives damaged, faulty or incorrect?
What if my order arrives damaged, faulty or incorrect?
Contact sales@newpiece.com.au as soon as reasonably possible with your order number, a description of the issue and clear photos or video. Inspect your delivery and note visible damage to the item or packaging.
Please obtain written authorisation before returning goods. Our team will assess the issue and arrange the appropriate remedy in accordance with Australian Consumer Law and the applicable warranty terms.
What warranty applies to my furniture?
What warranty applies to my furniture?
Warranty coverage varies by product category and intended use. It applies to the original purchaser and requires proof of purchase. Normal wear, misuse, improper care and natural material characteristics are excluded from the product warranty.
Email sales@newpiece.com.au for the warranty details that apply to your piece, especially for commercial use. Warranty terms sit alongside your rights under Australian Consumer Law; see our Return & Refund policy.
How should I care for my furniture?
How should I care for my furniture?
Follow the care instructions for your specific materials and finish. Our Care & Maintenance guide is a useful starting point. If you are unsure which cleaning method is suitable, email sales@newpiece.com.au with the product name and material before using a treatment or cleaner.
Showroom, design & trade
Personal advice for your home or next project.
Where is the showroom and when can I visit?
Where is the showroom and when can I visit?
Visit New Piece at 620 Botany Rd, Alexandria NSW 2015.
Tuesday–Sunday: 10am–5pm
Monday: by appointment only
Public holidays: closed
Call +61 438 992 736 to arrange a Monday appointment. Check local street-parking signs, or call or text us to enquire about pre-booked visitor parking. Plan your visit.
Can you help me select and coordinate furniture?
Can you help me select and coordinate furniture?
Our Design Service focuses on choosing and coordinating furniture for your space, including proportions, placement, fabrics and finishes. Share your room dimensions, existing pieces, preferences and timeline so our team can discuss suitable furniture options with you.
Do you work with trade and commercial clients?
Do you work with trade and commercial clients?
Yes. We work with interior designers, architects, developers and commercial clients on residential, workplace and hospitality projects. Visit our Trade page to enquire about an account, or email trade@newpiece.com.au with your company details, product requirements, quantities, project location and timeline.
How can I contact the team?
How can I contact the team?
For product, sample, delivery or order questions, email sales@newpiece.com.au or call +61 438 992 736. You can also use our contact form. Our team aims to respond to form enquiries within 1–2 business days. Include a product name or order number so we can help efficiently.
See it. Feel it. Find your piece.
Visit our Alexandria showroom to experience furniture and materials in person, or get in touch for help with a piece you have your eye on.
620 Botany Rd, Alexandria NSW 2015
Tuesday–Sunday, 10am–5pm
Monday by appointment · Public holidays closed