helpdesk

Here to help.

GENERAL

We accept all major credit cards, including Visa, MasterCard, and American Express. We also accept payments made through PayPal for added convenience.

Split Your Payment? We got you.

Afterpay, Zip, Klarna and more available by stripe payments.

We offer trade on project basis, please contact the team based on the model, location & we will cater the best price possible. hello@bedfac.com.au / command@wyldhq.com.au

Online only

We offer flexible payment options through Afterpay and Zip Pay.

Do you offer interest free options?

We offer change of mind, for 14 days but excluding custom items and bedding products opened. Organise the return and we will refund you.

Only available products marked as pick up.

ABN 43 631 287 682

wyldhq company.

To ensure the safety of our customers' sensitive information, we do not store any credit card information in our system. When making a purchase, customers will need to provide their payment information each time.

We have centralised all social media to wyldhq. All other pages are not used.

woke up like this

made for you

DELIVERY

For most products we offer a free metro delivery option* calculate at checkout.

Please contact us if you need a hand with check out. Excludes some locations which require a quote.

Dispatch Monday to Friday.

Once payment clears:

  • Usually 2-3 business days depending on product, stock availability, and peak periods. Note your order may come with multiple tracking numbers.

Delivery Times

Estimated delivery times upon dispatch: (After processing)

VIC

  • Metro: 3-5 business days
  • Regional: 3-9 business days

NSW

  • Metro: 3-8 business days
  • Regional: 3-10 business days

QLD

  • Metro: 3-10 business days
  • Regional: 5-15 business days

SA

  • Metro: 3-10 business days
  • Regional: 5-15 business days

  • ACT: 3-15 business days
  • WA: 5-20 business days
  • TAS: 5-30 business days

IMPORTANT Please note that these delivery times are approximate and based on our shipping partner's capacity. They are not guaranteed. The first scan event on the tracking tool will occur as follows:

  • VIC, ACT, TAS, and NT: 2-3 days after collection
  • NSW and SA: 2-3 days day after collection
  • QLD and WA: 3rd days after collection.

Excludes custom made products. Please contact the team for process or visit DELIVERY

Sure, we provide an option for customers to add additional delivery notes before checkout. In case you forget to add them, you can contact our dedicated customer service team to assist you. However, please note that additional delivery instructions are limited to address instructions and authority to leave. Please understand that we cannot guarantee a preferred delivery time as we do not have control over courier operations.

Please note that it is our standard practice to dispatch all items ordered at the same time if they are available and come from the same warehouse.

While we aim to ensure that all items arrive at the same time, we cannot guarantee it due to special circumstances such as courier operations, product availability, lost in transit, and so on.

Please be advised that orders with multiple items (2 cartons or more) may require special handling, and we can’t offer a delivery option that allows the courier to deliver all your items together at the same time.

Please note that bulk delivery is optional, and we can still process your orders as normal, but your items will be posted with multiple consignment numbers, and you can expect separate deliveries.

Please keep in mind that this is a guide, and the delivery time may vary depending on the courier's capacity, product availability, and other factors. If you have any inquiries about bulk delivery, please contact us and our friendly customer care team will be ready to assist you.

At BF, we believe in keeping you updated throughout your order process. Here's how it works:

  1. After placing your order, you will receive an order confirmation via email.
  2. Please allow us 1-3 business days to process and dispatch your order.
  3. Once your order is out for delivery, you will get a email and an SMS with a tracking number.
  4. You will also receive an email containing instructions on how to track the delivery status of your order.

To ensure you don't miss your order, we will notify you via SMS or email when your order is on its way. Additionally, you will receive a notification when your item is delivered to your doorstep.

Please note that this process does not apply to custom products, as they are handled separately by furniture movers. Learn more about custom made

Unfortunately, we cannot provide a specific delivery time as it is controlled by our delivery partners. They usually provide a delivery time frame between 9am to 5pm, depending on your location. However, we recommend that you visit the courier's website to track the progress of your delivery and receive more information about the estimated delivery time.

For custom made please contact us.

When your order is processed or ready - it’s sent to the warehouse or warehouses for processing. From there we get back your tracking number. This is then sent through, please allow a couple business days for scans to be live as they scan only when at depot.

Visit delivery times for more information.

It's important to report any issues with your delivery as soon as possible. If your order is lost, damaged, or stolen during transit, please report it immediately or within 1-2 business days from the date of delivery. To report such issues, please visit our Contact Us page and select the "Damaged, Lost or Stolen During Delivery" option. Make sure to have your order number and the email address used to purchase your order ready. Our customer care team will assist you with the next steps to resolve the issue as quickly as possible.

At BF, we take the quality of our products and services seriously, and we want you to be completely satisfied with your purchase. Therefore, we ask that you please carefully inspect your items upon delivery and do not sign for them in good condition if you notice any damage.

We understand that it can be tempting to accept your delivery, especially if it's something you've been looking forward to receiving. However, signing for the goods means you are accepting them in good condition and confirming that they are fit for delivery.

If you notice any damage, please report it to us immediately. We cannot be held responsible for damage that is not reported within a reasonable timeframe after delivery.

We take pride in our products, and we want you to enjoy them in the best possible condition. So, please take the time to inspect your items carefully and report any issues as soon as possible to ensure that we can resolve them quickly and efficiently.

At BF, we strive to provide you with the best possible service, and we appreciate your cooperation in this matter.

Most BF products come with a 12-month warranty against manufacturing defects and issues with materials used. To make a claim, you will need to keep your invoice number as proof of purchase. Please note that some products may have a longer warranty period, and specific terms and conditions may apply.

For CUSTOM 5 Years structure.

If you discover that parts are missing from your order, please refer to the assembly manual included in the package. Take a photo of the assembly instructions which clearly show the missing parts, and then send the photo to us. We will promptly send the missing parts to you within 5 business days.

BF CUSTOM 5 year structural warranty applies to workmanship from date of purchase.  Photos are required upon setup (72 hours) to active your warranty as every design is bespoke for you. 
All our goods are insured for transit, in the event of issue please contact us with photos within 72 hours of receiving your order.

This excludes the following: Damaged caused by accident, Incorrect use or neglected, poor storage & does not extend to leather & fabric. Normal wear & tear.

In the unlikely event you discover a structural issue with your design please contact BF CUSTOM as soon as possible.

Please note that many fabrics have natural imperfections/textures/velvet suede/lighting - part of their overall appearance and is not a fault.  It’s important to order samples before committing, as online vs reality can be different at times. BF CUSTOM will not accept change of minds based on colours. With all fabrics they will fade if directly exposed to the sun, so avoid direct sunlight/environmental - as this is not covered under warranty. 

To activate your warranty as each item is bespoke. This needs to be done within 5 days of recieving your delivery. You need to send photos of your item setup. This is for record keeping.

RETURNS + REFUNDS

To process a refund request for faulty products, we require supporting documents such as photos or videos that illustrate the fault or issue. For general cancellations visit Cancel Order

Our team will typically review these documents within 2-6 business days from the date they are submitted. If the request is validated, the refund will be processed and appear on the original form of payment within 5-10 business days.

Please feel free to contact our customer service team with any questions you may have.

Please note that this policy excludes CUSTOM products.

If you don't have access to the original payment method, we can provide a store credit as an alternative. Please note that we can only refund to the original payment method. If you have any questions or concerns, please reach out to our customer service team for assistance.

If you change your mind, BF may offer you a store credit provided that the return is made within 14 days from the date you received the product and you are able to provide satisfactory proof of purchase.

To be eligible for a store credit, the product must:

  • Be unused and in the same ‘as-new’ condition with all original product packaging including protective packaging such as the box or carton the product came in;
  • Be free from damages and modifications including but not limited to scratches, stains, drilling, wear and tear, misuse, or any result of the failure to take reasonable care of the product;
  • Not be subjected to the exclusions listed below.

As the original protective packaging (including box or carton) is carefully designed to avoid shipping damages, any returns without the original packaging will be refused. You are encouraged to photograph products and condition of packaging scheduled for return before handing the return to our delivery partners.

You will be responsible for the shipping costs irrespective of any free, discounted, or any other type of shipping promotion that may have been applicable at the time of purchase. This includes any costs you incur for us shipping the product to you in the first place and the cost of shipping the product back to us.

Fees that will be deducted from your store credit include:

  • Initial shipping costs
  • Return shipping costs
  • 15% restocking fee charged per ‘line total price’ of returned product on your Tax Invoice

Our team members will assess the item to determine whether a store credit will be offered in accordance with BF's Return Policy. Returns for change of mind items are issued only by way of store credit valid 1 year from the date of issue. Within 5 business days of receiving your return, we will issue you with a store credit voucher via email in an amount equal to the price paid for the product, less initial shipping costs, return shipping costs, and restocking fee.

The following items will not be accepted for return:

  • Mattresses & Bedding
  • Pillows & Quilts
  • Clearance items
  • Australian made
  • Personalised items
  • Orders for commercial or non-domestic use

Please choose carefully when purchasing products as the above types of merchandise will not be eligible for returns unless the product fails to meet a consumer guarantee.

Yes, if the order is changed prior to dispatch from our warehouse. Please note that we process all our orders within 24-72 hours. (Sent to the warehouse for processing)

Change request must be received by 7am (AEST). If in case the item has already left the warehouse, return fees will apply. Please note that this excludes CUSTOM products. For order changes, please contact our customer care team.

The claim must be made by the person who has purchased the order. If any refunds are applicable, payment will be made to purchaser.

Refunds

Depending your payment choice will depend the time frame. 5-10 business days is the guide we provide but most cases sooner. In the event it doesn’t come in that time, please double check and revert back to the friendly team.

Returns We investigate all claims efficiently and effectively. Because circumstances vary, it may take some time to reach a resolution, but we will keep you informed regarding the progress of your claim.

Please note that if you don’t have access to your refund account, we can provide a store credit. We can only refund back to the original payment method.

At BF, we want you to have the best shopping experience possible, and that means being upfront and honest about the limitations of our sizing guide, fabrics, screen resolutions, and other factors that can affect the product you receive.

While we do provide a general sizing guide, we understand that some models may differ in size, which is why we cannot guarantee that every product will fit you perfectly. Similarly, fabrics and screen resolutions can vary from what you see on your screen to what you receive in person.

But don't worry - we've got your back. We always try to provide as much information as we can, including detailed product descriptions, so that you can make an informed decision before making a purchase. And if you're still unsure about anything, don't hesitate to contact our amazing team of experts, who are always ready to assist you in any way they can.

At BF, we're committed to providing you with the best shopping experience possible, and that means being transparent about the limitations of our products. But with our team of experts and detailed product descriptions, you can rest assured that you'll always make the right decision when shopping with us.

At BF, we want to ensure that our customers are satisfied with their purchases and that our products are used correctly. We recommend that all of our products be placed against a wall and on a supportive floor.

While we take every precaution to ensure that our products are of the highest quality, we cannot be held liable for incorrect installation, misuse of our products, or damage caused by improper protection of your floors. This includes brackets where supplied.

Therefore, it is essential to follow our recommended guidelines for installation and use to ensure your safety and satisfaction. If you have any questions about our products' proper use or installation, please do not hesitate to contact our team of experts, who will be happy to assist you in any way they can.

Custom made items are hand made to order and sizing can varies based on 5cm approx on measurements. Each item is unique.

At BF, we strive to provide you with the best possible service, and we want you to enjoy our products safely and responsibly. So, please take the time to read our recommendations carefully and follow them closely to avoid any issues down the line.

We make it easy for you to get your order where ever you need. Our online checkout will automatically calculate delivery to major cities and our team will be more than happy to provide a personalized quote if needed - just email us!

We only use furniture movers for custom made. Please contact the team for the process.

Got questions? No problem, shoot them over; we're here and happy to help.

We have a range of white glove services avalible.

We offer pick up from MELBOURNE or SYDNEY. Please contact the team.

We offer a wide range of payment options at BF CUSTOM, split payment, 50% deposit, Zip, Afterpay & more. Payment options available include direct deposit, PayPal, BPAY, Visa, Mastercard AMEX and more.

CUSTOM doesn’t allow change of mind due to the item being bespoke just for you. Every item is bespoke, your unable to cancel your order please choose wirelessly.

Warranty in the event the item arrives faulty or damaged. We will work with you to resolve. For minor we will organise to replacement of parts. For major we will provide a option of a collection & full refund. 

Custom 50  If you no longer require your custom made design & it hasn’t been made. We have a 50% refund option to cover the goods purchased. We can provide a 50% refund if the item has not been made as the materials are still need to be paid for.

BF CUSTOM cannot accept a cancel refund once your item has been forwarded to a courier partner to you.

You need inspect your product upon delivery, signing or accepting the goods will mean you accept them as good condition. In most cases we take photos before dispatch for files. From the period of accepting the goods, we have no control over storage, moving them from that point. It’s important to advise either right away, or reject the items as your claim will be void. 

We provide a grace period of 72 hours, after that will fall into warranty as once the goods have been accepted and signed for its as is. Please take photos right away.

BF CUSTOM has teamed up with the best and most reliable delivery providers to make sure our products get straight from us to you! After picking your favorite product, choose a shipping option that makes sense for you – we'll add on the applicable fee plus update your total cost. But remember – all orders are final so double-check those selections before you confirm!

DELIVERY TIMES

While BF CUSTOM can't make any promises, we want to assure you that during these trying times with COVID implications and all. We'll do our best to get your package delivered in a timely fashion - even if it requires us sending minions disguised as couriers! Though please note; all deliveries are ground floor of your residence unless you contact us to upgrade delivery services.

While BF CUSTOM can't guarantee and cannot provide a an exact delivery date, our best pals in the couriers world work hard to get your goodies zooming directly to you. We'll do what we can estimate those timeframes according to their speedy schedules!

Delivery

Measure twice, deliver once! Please make sure your item is adequately accessible for the BF CUSTOM partner delivery team to ensure a smooth transaction. If you don't have 500mm of space around each package, BF CUSTOM can't take responsibility - refunds and returns are not available in this case. Get it right before we arrive and enjoy that sweet new purchase already! All sizing is approximately.

BED FRAMES

Our products are custom-crafted just for you! Don't worry if the measurements we provide don’t match your ruler exactly - each of our items is lovingly handmade and will have a one-of-a kind finish, whether it's made with your choice of fabric. For example queen bed frames may have more or less pannels on the bed head then a king bed frame, the ratio is built as close as possible. As it’s made by hand there maybe some alternatives of size. This is why no design is alike.

BASES

Our handmade bases bring a natural touch to your mattress with their stylish timber finish. Note that the cardboard or fabric lacing over it should never be removed - if done, you're at risk of causing damage when moving your mattress! No need to worry though as our strong and sturdy construction guarantees no dips in design integrity. And hey, we even make splitting them internally super easy so setup can be finalised quickly and easily!

BF is all about helping you pick the perfect fabric, but no matter how hard we try sometimes dye lots vary or buyers might not love their choice once it arrives. If there's a delay with supplier delivery, we'll update you and give you the chance to reselect so your home can stay fabulous! While some screen prints, velvets & chenille may appear different in real life environment than on-screen - order samples before committing if possible as returns/refunds aren't available for simple changes of heart.

BF can have provide assistance on colours as these are provided by third party suppliers. We are not responsible for clients who do not get samples first or have seen in real life in their environment.

All our work is concept art and customisation to clients needs.