FAQ – Frequently Asked Questions

Find answers to the most frequently asked questions here.
If you can’t find what you’re looking for, you are always welcome to contact our customer service.

Find information about:

I have not received an order confirmation email – what should I do
Please first check whether the email has ended up in your junk or spam folder.
If you still haven’t received anything, feel free to contact our customer service.
Your order is only binding once you have received an email confirming that we have received your order.

Where is my order?
You will receive an email when your order has been shipped from our warehouse.
To enquire about tracking or if the expected delivery date has passed, you are welcome to contact our customer service.

Delivery to other capital cities, islands or regional areas will need to be quoted.

What are your delivery times?
Cane-line aims to deliver your ordered products within 5-14 working days.
If the product is not in stock, you will be informed of the expected delivery time.

What does your delivery service include?
Delivery is made via an external carrier to kerbside at the address provided.
White glove delivery can be quoted and organised.

What happens if my order is delayed?
If your order is delayed, we will inform you as soon as possible by email with an updated delivery date.

Can I change my order?
If you wish to make changes to your order, please contact us or call us within 24h with your order number.

What is your right of cancellation?
You have a 14-day right of cancellation/return. The period begins on the day you receive your order.
Please notify us by using our standard cancellation form. We will then get back to you with the return instructions.

How do I return an item?

Cane-line can also assist with booking and collection of the returned products. The cost of this service will be deducted from your refund.

Where should I send the returned products?
The address of our warehouse in Victoria will be provided upon notification of the return.

What should I do if something is wrong with my order?
If you have received an incorrect item or if your products have been damaged during transport, please contact Cane-line as soon as possible. We are here to help.

What warranty do you offer?
When you shop online with Cane-line, you have a general 24-month warranty. You can read more about our terms and conditions of sale and delivery here.

How do I submit a claim for a product?
You can submit a claim via our warranty form as soon as you discover the fault. We will get back to you with an update and the next steps as quickly as possible.

Can I get an extended warranty for my products?
Yes, you can get an additional year of warranty by registering your products.

How do I maintain my Cane-line products?
Please see our maintenance guides for information on how to care for your products.
To extend the lifespan of your outdoor furniture, we recommend using covers for selected items.

Can I see and try the products before purchasing?
Yes, you can visit our showroom or one of our authorised Cane-line retailer.

Do you have a catalogue?
Yes, we have an online catalogue.
You can also sign up for our newsletter to stay updated on new designs, collections and inspiration for your home and outdoor spaces.

I have more questions about a product
On each product page, you will find information about size, materials, maintenance and more.
If you need additional information, you are always welcome to contact us.