Contact & FAQs

General

What is Plüm?

Plüm is a furniture brand built around one idea: that the things you bring into your home should be worth keeping. We curate pieces with longevity in mind, chosen for how they're made, the materials used, and how they'll live in a real home over time.

No fast furniture. No compromise on quality.

Where are you based?

We're based in Victoria, Australia and sell across the country.

Where can I buy Plüm furniture?

Directly from us at Plüm. Buying direct means you're covered under our warranty and return policy, and you get the full Plüm experience from the moment you order.

Orders

How do I place an order?

Head to buyplum.com.au, find what you love, and check out online. If you have questions before you commit, just email us. We're happy to help before you buy.

Can I change or cancel my order after placing it?

Get in touch as soon as possible at hello@buyplum.com.au. We'll do our best to accommodate changes before your order is dispatched, but can't guarantee it once it's on the move.

Custom and made-to-order pieces can't be changed or cancelled once production has begun.

Do you offer custom or made-to-order pieces?

Yes, for select products. If something is available in custom configurations such as size, finish or fabric, it'll be noted on the product page.

Made-to-order pieces can't be returned for change of mind, so make sure you're happy with your selections before you confirm.

Can I see the furniture before I buy?

We're an online-first brand, so no traditional showroom. If you're unsure about a finish, fabric or size, reach out before you order. We're happy to help you make the right call.

Delivery

Where do you deliver?

We deliver across Australia. Timeframes may vary depending on your location. If you're in a remote area, check the product page or reach out before ordering to confirm.

How long will my order take to arrive?

It varies by product and location. In-stock items are typically dispatched within a few business days. Made-to-order pieces have longer lead times, noted on the product page. Once your order is on its way, we'll send you tracking details.

How is my furniture packaged for delivery?

our piece arrives in purpose-built packaging designed to protect it in transit. Sofas and larger items use compression packaging that can't be resealed once opened.

Before you unpack, take a moment to check the dimensions and details against your order. It gives you the most flexibility if you need to return it.

What do I do if my order arrives damaged?

Take photos straight away, ideally before the delivery crew leaves, then email us at hello@buyplum.com.au within 48 hours. Include your order number, a description of the damage, and your photos.

If the item is confirmed damaged, we'll cover return shipping and arrange a repair, replacement, or refund.

Returns & Refunds

Can I return something if I've changed my mind?

Yes, you have 30 days from delivery. The piece must be unused, unassembled where applicable, and in its original packaging. A 20% restocking fee applies, and return shipping is at your cost.

I've already unpacked it. Can I still return it?

Possibly, but reach out before you do anything. Once unpacked, especially for sofas, we can't recompress the packaging. If it's genuinely unused and undamaged, get in touch and we'll work something out.

When will I get my refund?

Once we've received and inspected your return, we'll process your refund within 5 to 7 business days to your original payment method. Allow a few extra days for your bank.

Delivery charges aren't refunded on change-of-mind returns, and the 20% restocking fee will be deducted.

Can I do an exchange?

The easiest way is to return your piece and place a new order once your refund is processed. If you'd like to talk it through first, just email us.

Payments

What payment methods do you accept?

We accept all major credit and debit cards. If you paid using a Plüm gift card, any refund will be issued as a new gift card to the same value.

Do you offer buy now, pay later?

Check the checkout for current payment options — these may be updated from time to time.

Do you offer gift cards?

Yes. Plüm gift cards are available through our website and can be used at checkout toward any purchase.

Product & Care

Do your products look exactly like the photos?

We put real care into our photography, but screens vary and natural materials each carry their own grain, texture and tone. Minor differences are normal and part of what makes quality materials worth having.

If what arrives feels significantly different from what was described, get in touch.

How do I care for my Plüm furniture?

Care instructions vary by material and product. You'll find specific guidance in the documentation that comes with your piece, or on the product page. Following the care instructions also helps keep your warranty valid.

Can I use Plüm furniture outdoors or commercially?

Our furniture is designed for domestic indoor use unless otherwise stated. Commercial use and outdoor exposure void the warranty. If you're considering either, reach out and we can talk through your options.

Getting in Touch

How do I contact Plüm?

Email us at hello@buyplum.com.au or complete the form below. That's the best place to reach us for anything order related, warranty claims, returns, or general questions. We'll always get back to you promptly.

What are your customer service hours?

We'll respond to all enquiries within 1 business day.