1—Do you have any distributors I can purchase from?
All current distributors are listed on our stockists page on our website—http://www.derloteditions.com/stockists
If we do not have a distributor in your country, we can manage your enquiry and sell directly to you until we have an official distributor. We can provide you with information on product, purchase and shipping details from our head office here in Australia.
2—Quoting and enquiry turnaround?
All enquiries are handled from our head office based in Australia. Due to time difference, we may not be able to reply you immediately. We endeavour to respond to your enquiry within next 24 hours during business days (Monday to Friday). For shipping quotes, we usually require 48 hours. To save time, if you wish for us to quote shipping cost, please supply us with the intended delivery date and your zip/postal code.
3—Where can I see a sample?
Please contact the distributor in your area. If there are no distributor showrooms in your city, you may order a sample from us. A sample fee and freight will be charged. But upon your order, this will be fully credited.
4—Where can I get a sample of the fabric/finish swatches?
Please contact your local area fabric representative for fabric samples. Alternatively, you may contact us for assistance. For other samples, please contact us directly for more information.
Production lead time
This is listed for each collection on the price list, usually between 6 to 8 weeks depending on our manufacturing workload. For upholstered products, lead times will depend on fabric delivery. For large orders/ over 50 units, lead time may be longer, our team will be able to confirm upon on quote or order.
Festive season will impact lead times during December to February.
Shipping lead time
Depending on shipping location, shipping transit days are usually 30-35 days, via sea freight. For urgent and small orders, air and courier freight options are available (usually 5 to 10 days).
6—Specifying my own fabric?
Please order the required meterage listed on the COM/ COL required column and ship the fabric directly to our manufacturer. Note there will be an approx. 17% + 10% import duty payable. If there are costs on import, we will invoice this reimbursement and payable by client.
7—Customising the finish?
Certainly, please provide the item number of the product and list the desired finish, our team will be able to reply with whether the finish is achievable and quote pricing.
Custom finish products have a minimum quantity of 5 units.
8—We are tendering for a high volume order, can we get further project discount?
Yes certainly, for large orders (over 50 units of same collection), we are able to provide an extra project discount.
9—Becoming a distributor?
Please contact us for more information.
10—Good arrived damaged or defective?
Goods damaged during transit
Client is responsible to have adequate insurance. Whilst we take the most care in packaging and crating the goods, should goods arrived damaged, please proceed with following procedures:
1. Take photos of the damaged packaging, prior unpack.
2. Ensure delivery staff is aware of damages prior leaving.
3. Unpack and check whether goods were damaged. Take photos of damage on products. In most cases, when exterior packaging are damaged, the products are fine.
If products are damaged, please contact us and send photos immediately.
Defective product or quality issue
We have a strict QA process and our quality control team checks all goods during packaging prior despatch. In the event there are any concerns on quality or defects, please lodge a defective goods claim with us. Please list the item number, description of defect, and attach photos of the defect on the product.