FAQ’s

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Shipping & Delivery

How long does it take for my products to be made and delivered?

Production and delivery time varies depending on the item(s) ordered, your customisation preferences and your location. We always aim to deliver within 14-28 business days from the date of your order. Each product(s) will have an estimated shipping period indicated when you checkout.

How much is delivery?

We offer Australia wide coverage for all NOMI products. To easily calculate your delivery, simply enter your postcode in the NOMI studio or at checkout.

Can I pick up my order direct from NOMI?

If you are based in Australia, you have the option to collect your item from our warehouse. Please select “Pick up from NOMI warehouse” under the delivery type during checkout.

How can I track my order?

To track your order, we kindly ask you email our customer service centre at hello@nomi.com.au

Does someone need to be home to accept delivery?

Yes. It is necessary for someone to be available to accept delivery as we use a secure courier who requires a signature as proof of receipt. For your convenience, we recommend having your order sent to your work address if being at home during business hours is not an option.

Furthermore, our carriers provide a door-to-door service, which does not include carrying the items inside, carrying items up stairs, placement, or removal of packaging. If your order includes larger items or you are not comfortable carrying your items, we suggest having an additional person to assist with the placement of your items inside

My items haven’t arrived yet. What can I do?

Please allow up to 14-28 business days for from the day you received the order confirmation. For any additional concern, please do not hesitate to email our customer service centre at hello@nomi.com.au

How do I change my shipping address after my order has been placed?

We kindly ask you to email our customer service centre at hello@nomi.com.au.

 

How long will it take for my products to be made and shipped?

You will see ‘estimated delivery days’ located in the design studio and at the point of checkout. We will let you know if there are any delays and will be in touch throughout the crafting of your product. If you have a special date coming up that you need your furniture for, please let us know as soon as possible and we will do our best to help you.

How will I know how my order is progressing?

Once your payment is received, your purchase is sent directly to our workshop. So that you can monitor the progress of your purchase you will receive five emails regarding the status of your order. You will be alerted by email at the following stages:

  • Once your payment has been accepted
  • Once your order is received by the workshop
  • Once your order is completed and sent to our polishing shop for finishing
  • Once your order is dispatched from our manufacturer to your chosen address
  • Once your order has been delivered

If you do not wish to receive these updates you can unsubscribe at anytime by selecting the ‘unsubscribe’ option at the bottom of any NOMI email.

Returns

How do I return my purchase?

NOMI is dedicated to providing the best customer support. If you wish to return an item(s), please send an email to hello@nomi.com.au. We kindly ask that you include your purchase order number so we can find your order details in the most convenient way.

What happens if I don’t like the product once it arrives?

Don’t love it? Return for any reason within 14 days for a full refund—no questions asked. Get in touch with us at hello@nomi.com.au to arrange for your refund.

What does “Return for Any Reason” mean?

We’re sure you’ll love your NOMI product, but if for any reason you wish to return it, we are happy to assist you. Returns are to be made within 14 days of the date you received the product(s). To initiate this request,  please get in touch with our team at hello@nomi.com.au.

What is the return notice period?

NOMI provides its customers with a 14 day period for returns.

How long does it take for me to receive a refund?

NOMI will process a full refund within 14 days after receipt of the return request.

What are the shipping charges in case of returns?

You can return your products(s) within 14 days of the delivery date. If the product(s) is not damaged or faulty, and you simply decided that you do not want it anymore, we can process a full refund, less the outbound shipping costs.

In the unlikely event that you have received a faulty product(s) or have a warranty claim, please email us at hello@nomi.com.au. Photos may be requested to support the assessment of your claim. If the warranty claim is accepted, we will immediately arrange for a replacement, a store credit, or a refund for the item(s), and cover all associated freight costs.

Does NOMI provide refunds?

NOMI offers a full refund for items returned within 14 days after the delivery date—no questions asked.

Any product(s) returned will be provided with a full refund, less the outbound shipping costs.

I need to return an item(s), but I don’t have the original packaging. Now what?

For us to issue a full refund for items returned for any reason, we request that you provide the original packaging. Please note that the item(s) must be unused and returned within 14 days of delivery.

If the item(s) is faulty but the customer is no longer in possession of the original packaging, the return claim can still be submitted. Where the original packaging is either damaged or no longer suitable to protect the product for shipping, the buyer must arrange to securely wrap the product(s) before being picked up by our delivery partners.

Warranty

How long is your warranty?

All NOMI’s products are backed by a 12 month warranty.

What are your Warranty Terms and Conditions?

NOMI warrants all goods for a period of 12 months under normal usage, to be free from defects in material and workmanship. NOMI’s liability under this warranty is to repair or replace (at its discretion) any part or product covered by this (or any implied) warranty free of charge.

This warranty does not cover:

  • Normal wear and tear;
  • Damage arising from abnormal use, or abuse;
  • Products which have not been maintained, or which have been modified;
  • Any indirect or consequential loss.

This warranty applies only to the original purchase. Proof of purchase is required. All works carried out by a party under instructions from NOMI will be covered by the 12 month warranty on workmanship and repair. If the workmanship of the repair is deemed by NOMI to be faulty a new item will be provided. All other warranties, express or implied, are excluded.

What do I do if I have a problem with a NOMI product?

NOMI is committed to the excellence of our products and providing first class customer service.

A very responsive after sales department is available to help you with any queries after your purchase. Contact us at hello@nomi.com.au if you require any assistance with your product after purchase.

Environmental

Does NOMI have ISO 14001 accreditation?

Yes.

Pricing

What currency is your pricing in?

Pricing is in USD and converted to AUD monthly, which is the displayed price on the website. Every 30 days pricing will update to reflect current exchange rates meaning that pricing may change.

Do your prices include GST?

Local taxes are calculated in the checkout.

Customisation

What can I customise in the NOMI Studio?

Customisation options vary depending on the product you have selected. There are numbers marked on each component of every product. You will be able to either select the size, shape, material and colour of a component.

What colours can I choose?

You can select any of the timber or laminate colours offered in the NOMI Studio. Learn more about the NOMI colours and materials here: www.nomi.com.au

Can I request additional colours to be used that are not in the NOMI Studio?

NOMI offers a selection of pre-set colours to choose from. However, should you require a custom colour, please select this option in the NOMI studio.

Can I request custom dimensions of my product?

NOMI offers a selection of pre-set furniture sizes and dimensions. Depending on the product selected, these can be customised on an order-by-order basis. We are always interested in customer feedback and requests so please feel free to communicate your suggestions or custom sizing to hello@nomi.com.au

I have purchased from you before. How can I match colours from this earlier purchase with my next?

All purchase information would have been outlined in the receipt that was sent to you from hello@nomi.com.au. If you login at the point of purchase your order history will be saved. Your order history is located in the my account section of the NOMI website. If you did not login please email hello@nomi.com.au, state the email address that was used to make your purchase and we will supply your previous order information.

How can I find out the dimensions of a product?

To see the dimensions of any product, simply click on the ‘specifications’ icon located in the top of the NOMI Studio.

Do I have to login to make my purchase?

No, you do not have to login to make a purchase. However, if you wish to keep your order history in the ‘my account’ section of the NOMI website, then you will need to login during the checkout process.

How do I purchase multiple quantities of the same design?

To purchase multiple quantities of the same design, simply add your finalised design to your cart, edit the ‘quantity’ field and select ‘update’.

Assembly

How do I assemble my NOMI product(s)?

Each NOMI product is assembled differently. You will receive a set of intuitive and easy to follow instructions that step you through the assembly process for your specific product. It is advisable that you have someone there to assist during assembly.

What will I need to assemble my NOMI product?

No tools are required as your NOMI product will come with an allen key.

How long will it take to assemble my NOMI product?

This depends on the product you have purchased, however we have worked hard to ensure that assembly is a quick and simple process.

Can I disassemble my NOMI furniture for transportation?

Absolutely, NOMI furniture can be easily disassembled for easy transportation. We do recommend you take care when disassembling your furniture though as rough handling may lead to chipping and or denting of your NOMI product.

Materials

What is NOMI's house upholstery?

NOMI’s house upholstery is available in Augustus Linen, a commercial-grade wool mix composed of 70% wool, 25% polyamide and 5% acrylic. Customer’s Own Material (COM) is available upon request, where you have the option to add your own upholstery.

Can I supply my own upholstery?

Customer’s own material (COM) is available upon request. We will supply a quote for the product including the upholstering process, cost of the materials, and shipping cost to the factory. Please note your lead time will depend on the availability of the selected material. Contact us at hello@nomi.com.au to know more.

What are the finish options?

NOMI’s range is available in timber veneer in 8 standard colours. Our storage collection, Kura, is available in standard or textured laminate and oak veneer finishes. For colours beyond our range, NOMI offers to match your requested stain. Get in touch with us at hello@nomi.com.au. 

Can I choose a custom colour?

For colours beyond our range, NOMI offers to match your requested stain. Get in touch with us at hello@nomi.com.au.

What materials do you offer?

We work with the following materials across the range.

AMERICAN OAK

Imported from America, this is perfect for any space that wants to introduce the beauty of natural timber.

AMERICAN OAK VENEER

American Oak Veneer is laminated into a plywood core. This can be exposed or edged.

LAMINATE

Regular laminates are laminate sheets that have a thickness ranging from 0.6 mm to 1.5 mm. This is used for a cost-effective offering for tabletops. 

TEXTURED LAMINATE 

Textured laminates are designer laminates that are distinguished from other laminate designs based on their surface finish. They are usually preferred by people wanting a subtle and classy look for their surroundings.

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