Help Centre

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Please find some of our FAQ’s below. In the event you can’t find what your looking for. Lodge a golden ticket at the bottom of the page.


What times are you open?

Online 24/7

Support Hours

Monday - Friday | 10am - 4pm | Closed Public Holidays

How can I contact you?

Monday to Friday | 10am - 4pm

Phone | 07 5345 6638

We are receiving higher requests currently, please leave a voicemail if we miss you & we wll call you back

Email | Live Chat | Phone

General |

Custom |

I can’t find what I’m looking for?

Contact the team, The buying team will see if they can source it from our network.

Where can I visit you?

We are completely online, We don’t have a showroom. Our head office is based on the Gold Coast QLD. We dispatch our products from VIC, NSW & QLD. Our custom made is produced in VIC & NSW.

How do I check a status of a order?

Please email including your order number. Visit Status to see current climate conditions & overall information for all areas which is regularly updated.

Where can I see your work?

Check out our work here

Instagram | @wyldcustom

Do you offer trade?

Yes we do! Visit Trade & Commercial

What are your dispatch times?

Usually 2-7 business days. We dispatch from VIC | NSW | BRIS

Due to covid, these times can be impacted depending on the warehouse conditions.


How do I care for my product?
How does gas lift work?

This is probably one of the most common Questions we get. 

The way gas lift works, it requires weight on the base to pull down.

Once a mattress is on the bed frame, than with some force pull down. This is for safety reasons! We don’t want a mattress falling on you.

What is real life lighting?

Lighting and photos are a reference, Factors like your room may effect these. Our images are designed for impression purposes and environmental factors can alter the final product. Including staged lighting, please read the product description of the product that your purchasing - Colour guides are in reference guide for example greys come in many different tones, lines, tuff, buttons eg king will have more lines then queen, etc all depend on sizing of the design. The images we provide are a reference.

For custom made - samples are a must! We can send you free samples to make sure the colour is right for you.

Please contact us before purchasing if unsure before making your purchase with us.

We recommend of bed heads for all designs to be placed onto a solid wall - this is to provide additional support and all products to have a stable safe floor.

Legs supported on a solid floor for long term use. Anti slip pads for floorboards for example. This allows better stability. This includes large bulky products - they may require attachment to the wall if outlined by the manufacture.

Please ensure you follow your setup manual to retain your warranty.

Check out our work here


How can I pay?

Interest Free Options | Afterpay & Zip

We offer a range of check out options include: Direct Deposit, Credit & Debit Card, Paypal, Shop Pay, 50% Deposit for custom, Apple Pay & Google Pay.

Is my payment secure?

Our website is protected by 128-bit SSL (secure sockets layer) encryption technology, which is the industry standard so your transaction is safely processed without you leaving our secure server.

How does 50% deposit work?

For custom items we allow a 50% deposit to get started & 50% is due when ready for delivery. If you select this option it will provide the steps. Once the deposit is recieved we will start processing your order.

What is afterpay & zip?

These payment methods are interest free options allowing you to split your payments up over a period of time.

To learn more Visit Afterpay | Zip


How much is delivery?

We offer free metro delivery on most products | This is advised at check out.

Some products “Big & Fragile” will occur additional costs which are calculated by the team after or before purchase. This is to enable best price. These products are advised in the description.

We also offer White Glove options | Contact the team for costs on this service. Install, Rubbish removal & more.

What white glove services do you offer?

White glove services | The extra mile.

Installation | Rubbish Removal | Special Access Jobs | Old Mattress Removal | Full Setup Package |

This is just to name a few of the services, they are dependant on the product & your location. Starts at $49 & quoted price is dependant on the above.

Select $49 at check out & the team will be in touch to quote with you or contact the team for a special order request.

Can you deliver at a specific time/day?

Standard Delivery | Although we would love to, all standard products are delivered by everyday couriers on a run bases. You’ll be provided tracking to follow your order. You can advise the team of the requested date & they will try to estimate the delivery on that day or a few days later.

Custom & Big | These items are handled by specialist furniture companies, they book in with you. This allows delivery time frames to work with you.

Can you hold my delivery until ready?

Yes we can, if you require us to hold off delivery. Please leave notes in check out or email the team. We work with a lot of new build clients or people moving states. This is available for our custom made clients also! We know new builds can be pushed back.

Are you insured for delivery?

All our products are insured for delivery. Peace of mind.

In the event the item is lost or damaged in transit we will offer | Replace | Refund

If the item arrives damaged, we require photos within 24 hours of the damage for claim to be valid.

What if I am not at my delivery address when my order arrives?

Not home for delivery? That's okay with us.

For small items, your delivery will be redirected to your local post office or courier distribution centre depending on the carrier. You'll be left a note, or sms to organise delivery options.

For large furniture items, if theres a safe place to leave your item the courier will. If not they will provide you options to redelivery.

For large deliveries, The courier may call on a private number, sms prior to delivery to ensure someone available to receive the item, so if you know that you are not going to be available, please let them know.


We will email you a consignment number, make sure you watch this to get your ETA for delivery.

What are your delivery time frames?

Instock | Leaves the warehouse

Usually dispatched within 2-7 business days.

Estimated delivery times
VIC, NSW & SA 2-6 | Business Days

ACT & QLD 3-9 | Business Days

WA, NT & TAS | 10-15 Business Days

Please note | These are estimated times. Outside Metro Zones & Peak Periods may take longer. Allow 3-7 working days additional. We have no control over courier delays.

Pre-Order & Custom | These will be dispatched on the estimated time frame provided.

Contact the courier here

How do I contact the courier?

We use a wide range of courier partners. Vist our courier connect page here

Where do you deliver to?

VIC | NSW | ACT | QLD | SA | TAS | WA | NT

Like all online stores, we use a mix range of couriers depending on the product & location.We do not deliver to PO BOX you select this option will delay your order.

In some occasions the courier’s may not deliver to your area unfortunately. If this is the case the team will try & work out a courier path to get to you safely. If they can’t make this happen they will provide you the option for a full refund.

Why is my delivery taking longer then expected?

Unfortunately at times, courier are impacted with capacity across the country. Australia is a big country!

Returns & Refunds

Can I return something if I don't like the colour?

Whilst we try to ensure all colours are depicted in our photos as accurately as possible, there can sometimes be some slight colour variation especially around different shades of grey. This is caused from photography lighting conditions as well as different computer/mobile screens. Your environment of where there the product is positioned.

Customers have the option to return the item back for a refund if they are not happy with the colour but must do so themselves. We charge a flat $99 fee to return a product. This doesn’t cover the sending costs or return. Though it’s a simple way to change your mind

Please note, to be eligible for a refund, the product needs to be returned back in its original packaging and condition.  We highly recommend you hold onto the packaging once they receive their order to be eligible for a return.

Request your change of mind here

This does not include WYLD custom made products. There designs are made to order & you can order free fabric samples before making your decision. In the event you choose the wrong colour. You’ll need to speak with the team to see if possible to reupholster. Though fees for pick up, manufacture & resend will apply.

What are the conditions for refund?

Change of mind | You have 30 days from arrival to activate a change of mind. The product must be packaged in original packaging to be valid. We will organise collection once approved. Please visit change of mind to learn more.

Cancellation | In the event you need to cancel your order. If the item has not left the warehouse we can cancel your order for a full refund. If the product has left it falls under the change of mind process.

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 Made | If you no longer require your custom made design & it hasn’t been organised we can provide the option of a full refund. Please contact the status team.

How do I complete a change of mind return?

30 days from purchase.

Lodge your return & Learn more here

Excludes | openned mattresses & bedding | custom made

How do I lodge a warranty claim?

Oh no, we don’t like to hear this but don’t worry we got you covered. All our products come with a minimum 12 month warranty from time of purchase.

Lodge here

Please complete the above , this will help speed up the process. We need to gather as much information as possible to resolve. Depending if its a minor or major issue will determine the outcome based on consumer rights.

Custom Made

What is WYLD custom?

It’s a place to create!

Visit WYLD Custom

Do you offer fabric samples?

We surely do! Visit our fabulous fabrics to see options & organise your free samples!

Where are your Australian Made products made?

VIC & NSW - Visit WYLD Custom to learn more

How long does it take?

Current lead times for new orders | 4-7 weeks

As our designs are made to order, we order in fabrics & supplies from other parties. This creates your design.

Like all businesses, over covid times everyone was impacted from stop work & shortages. The conditions are improving though its still not perfect. All time frames are estimated, a lot can change quite fast.

We care

We create template designs and client requested projects. They may take longer due to the size & detail care. It takes a team to create! Learn more here

In the event you can’t wait longer. Visit our pre-order page.


The item I want is out of stock, when will it be restocked?

If an item on our website is marked as 'out of stock', it unfortunately means there are no immediate plans for restocking.  This means the wait time can be quite long in the world of imports.

Usually if a product is coming back into stock within a few weeks/months time, we will allow customers to pre-order it on our website with an estimated dispatch date shown on the product page. Pre-Order option.

You can enter your email “Notify me” when back in stock. When the item arrives we will email you.

What is a Pre-Order?

If the item you are looking at has a green button, and marked Pre-Order.

The item will be disaptched on a estimated delivery date.

Please contact the friendly team to advise the current estimated time of delivery.

What is your Wait or Refund Guarantee?

Sometimes things don’t go to plan, but we have your back | Learn more here | Visit Status Update for more information.

What’s does notify me when restock mean?

Due to stock, we know let clients select “Notify me” on a item that’s out of stock. This is due to how fast items sell out. Once returned in stock or a estimated date provided we will email you to allow Pre-Order or Purchase.

Why is my pre-order delayed?

For imports - We are still living in a unusual world. At time imports can be delayed due to the flow from sea travel. If this is the case we will provide you the option to wait or refund.

You’ll see on stories of container shipments held up.

Please visit our real time Status page for updates.

We don’t like delays as much as you but we have your back.

Still looking for your golden ticket?