Below is an extensive list of Frequently Asked Questions (FAQ’s) that many of our customers have asked us over the years. It has been compiled to help you learn more. If you require further explanation or have any feedback, please let us know – we would love to hear from you!
Our search bar is located on the left-hand side above the category menu. Type any search word or phrase, and click the small magnifying glass button in and it will come up with a list of products relating to your search query
Our friendly Customer Service team is available Monday to Thursday 8am – 5pm (AEST) and Friday 8am to 3pm (AEST) on 02 9476 4568 or via email firstname.lastname@example.org and emails will typically be responded to within 24 hours (sooner if possible).
Yes, we do have a show room located at 35 King Road, Hornsby, NSW 2077. Please note that our showroom is available by appointment only, so please call us first to make sure we have what you are looking for in the showroom and someone will be available to give you the best possible service.
Our offices, factory and warehouse are located in the industrial area of Hornsby in Sydney. Our physical address is 35 King Road, Hornsby NSW 2077
We love hearing from our customers! Please let us know what you think of our website, our products or service or anything else you feel is relevant. This can be done by emailing us at email@example.com by calling us on 02 9476 4568 or send us a testimonial which we can share with the Platinum Sales community about your experience with us.
We have 2 major range releases each year in February and August.
Yes orders can be placed over the phone, however we suggest that you place your order via our website as this ensures you have a record of your transaction as you receive an email confirmation of your order, an email notification of when your order has been dispatched and a tracking number to follow your delivery to your designated delivery address. We can be reached via phone within Australia 02 9476 4568 or internationally +61 294 764 568.
Secure online payments can be made via our website by using PayPal.
Yes, we accept credit card payments via our secure payment gateway.
No, we don’t charge any surcharges for payment via Visa or Mastercard.
Once your order has been paid for and confirmed, you will receive a sales order confirmation via the email address you have registered on our website. If the email hasn’t been received within 2 hours of placing your order, please let us know so we can follow it up for you.
We do not offer a refund if you change your mind, however if we are unable to supply the goods or if there are special circumstances please contact our Customer Service team and we will be happy to discuss it with you.
Yes, all the items on our website include GST, when checking out and paying for your order the total will be GST inclusive.
The only way to change your order is to call up our Customer Service team via phone 02 9476 4568 or international +61 294 764 568. This will need to be done within a few hours of placing your order.
To calculate the total amount for shipping your order, please add all the items you wish to purchase to your shopping bag and then proceed to the checkout page. When you arrive at the checkout page, you will find a section where you can obtain a shipping quote. All you need to do is enter in your country and post code and you will be given a quote on standard delivery via Australia Post.
Yes, you have the option to select the Express Post option when you proceed to the checkout page, and get to the shipping information page. Here the option exists to select between standard postage and Express Post.
In some instances, yes we can. Please call our Customer Service team on 02 9476 4568 and let us know what is required and we will do our very best to accommodate you. Please note that additional freight and handling charges may apply.
Yes, we ship all over Australia. Using the Australia Post business service called e-Parcel. Each order (once shipped) receives a unique tracking code to follow your delivery from our factory to your designated delivery address.
The delivery time will depends on a number of factors such as your location and the type of item you are ordering. Please note you will be given an estimate when you get obtain a shipping quote at the checkout page. Please note the time quoted is the actual time taken from the date the order is shipped from our factory/warehouse. If you are ordering from our Australian Made Timber Photo Frame ranges, these items are manufactured-to-order and can take several days to complete which may result in a slightly longer lead time for your order to be shipped. For example, the Signature Frames and Encore Frames are manufactured-to-order. If you need your order in a hurry then please kindly contact us so we can assist you to your satisfaction.
Once your order has been dispatched you will receive an email from us confirming you order has been shipped, and we will also provide you with a tracking number to follow your delivery to your designated delivery address.
Yes, we will send you an email with your tracking number in which you can track your item through the Australia Post website by clicking on the following link here
In 95% of cases, your order is awaiting collection from your local Australia Post shop. If not, please contact us and we will assist you further.
We have extensive experience of over 35 years of packaging our products to ensure they arrive at your designated delivery address in perfect and pristine condition. All items are carefully packed using environmentally friendly bio-fill made from corn-starch (bio-degradable, water-soluble) and recyclable packaging cartons which are Australian Conservation Foundation approved.
We do recommend that someone is home to receive your delivery, as a signature is required upon delivery. If you or a friend/family member is not home during working hours, we suggest you arrange for delivery to your place of work. This ensures your goods are delivered as soon as possible without any delays. If you know that you won’t be home to receive your goods you can also leave special instructions in the checkout section to leave your goods at the front door (although this is something we do not recommend!).
Yes, we do require a signature upon confirmation of delivery. This also allows us to confirm your order has been delivered correctly, on time, and to the correct person. It also provides us with a proof of delivery receipt which is required for our internal records.