Do you have a showroom where I can see your products before I purchase?
Yes we have 2 Melbourne showroom locations – Cheltenham and Hoppers Crossing. Both are large, air conditioned showrooms open to the public 7 days a week with all of our products (not necessarily every colour) on display. Cheltenham: 337 Warrigal Road Cheltenham VIC Hoppers Crossing: 283 Old Geelong Road Hoppers Crossing. We also have some Stockists located in Melbourne, Regional Victoria, Sydney, Regional New South Wales and the Australian Capital Territory. Please see contact details on our Contact Us page.
What days are your showrooms open?
We are open every day of the year, except Christmas Day, New Year's Day, Good Friday, and Anzac Day.
What are your showroom's opening hours?
Monday - Sunday: 10am - 4pm
Hoppers Crossing showroom:
Monday - Sunday 10am to 4pm
Can I call and speak to someone regarding a product?
Please see our Contact Us page for our phone number. You can also call and speak to one of our highly trained customer service representatives who work at our showrooms between the hours of Monday to Saturday 10am to 4pm and Sunday 10am to 4pm. To reach our Cheltenham head office call (03) 9583 3060 or to speak to someone at our Hoppers Crossing store call (03) 8742 2931. If we can’t answer your call please leave your details and we will call you back as soon as we can. Alternatively we have a chat system on our website where you can ask a question and have a response within 24 hours. If you start a chat after hours we will respond to your query the next business day.
Can we pick up from your showroom/warehouse?
Yes, you are welcome to pick up from both our Cheltenham and Hoppers Crossing showrooms/warehouses free of charge. Appointments are necessary so please call beforehand – Cheltenham (03) 9583 3060 or Hoppers Crossing (03) 8742 2931. Please note limited pick-ups available from Hoppers Crossing.
Do you deliver?
Yes, we deliver Australia wide. We use quality couriers to ensure your product(s) will arrive in perfect condition. We offer 3 delivery options – standard metro Melbourne deliveries, premium metro Melbourne deliveries and interstate deliveries. Standard metro Melbourne deliveries: Once your order has been placed and paid for in full we will book your delivery in with Capital Couriers. A single driver will deliver to your nominated address on the agreed morning or afternoon. This service is based off a 3 to 4 hour time frame. The driver won’t ring beforehand and they will need assistance from you to unload. Goods will be unloaded next to vehicle only. All cardboard to remain with you the customer. Premium metro Melbourne deliveries: Once your order has been placed and paid for in full we will call Statewide Logistics and book in your job with them. They will then call you within 24-48 hours to arrange a day and time for delivery. Once a day and time has been nominated two couriers will deliver your product(s) to your nominated area. They won’t unpack the product and all cardboard is to remain with you the customer. Interstate deliveries: Once your order has been placed and paid for in full we will dispatch your product(s) with our interstate courier company Blue Star Logistics. The time for delivery varies depending on your location. Once your item then reaches the closest Blue Star Logistics depot someone from Blue Star will call you to arrange a day and time for drop off. Please note drop off is in the driveway only.
Do you deliver to a PO Box?
No we don’t, only residential or business addresses.
How much is delivery?
The cost of delivery varies depending on the product and location. If shopping in-store one of our staff members can work out a delivery quote for you. If shopping online the shipping will be added to your cart once you have entered your delivery address.
Are your products in stock?
Yes we have majority of our products in stock. If an item isn’t in stock please contact us to find out the expected date of arrival. These items can still be purchased, but will be placed on backorder until the product arrives. Once back in stock we will call you to arrange delivery/pick up.
Which payment methods can I use to pay for my order?
We accept Visa, Mastercard, PayPal and Afterpay.
Can I pay for my order over the phone?
Please contact us to organise payment over the phone.
Can I pay for my order at the time of delivery?
No you can’t. All orders must be paid in full before they can be dispatched from our warehouse.
Do you offer Afterpay?
Yes we do for online purchases only. Afterpay is a shop now, enjoy now, pay later payment option; available online only for orders between $0 and $1000. Afterpay allows you to pay for your purchases over four equal instalments, due every two weeks. You won't pay anything extra when you pay your Afterpay fortnightly instalment on time; if you make repayments on time, you'll only ever pay the price of the item you've purchased - no interest charged! The only fees Afterpay charges are late fees for missed payments. Forget about long, complicated application forms. Afterpay's proprietary platform make sit quick and easy to get approved instantly and keep shopping. Here's how it works: Browse our website, choose your favourite items and add them to the shopping cart, when you're ready to checkout, select Afterpay as your payment option, enter your details. You must be 18 years or over to qualify for an account, you may be prompted to verify your ID. If this happens all you need is a valid Australian Drivers Licence or Medicare Card, this should take less than 2 minutes!
Can I layby my item?
Yes we offer a 2 week layby period. A 10% deposit is required for each new layby. If you require the item to be held longer than 2 weeks then an initial $50 storage fee is to be paid, followed by $10 per week there after. Please note your item(s) have to be paid in full before we can dispatch and deliver from our warehouse.
Can I pay a deposit?
Yes you can. A 10% deposit is required. We can hold items for 2 weeks. If you require the item to be held longer than 4 weeks then an initial $50 storage fee is to be paid, followed by $10 per week there after. Please note your item(s) have to be paid in full before we can dispatch and deliver from our warehouse.
Is your website safe to make payments?
Yes it is. We use 'Verisign' website encryption, the world's largest and most secure SSL encryption security company, so all your details remain perfectly safe. We never keep credit card details on file.
Will I be supplied with an invoice after placing my order?
Yes, you will receive an Australian tax invoice after you purchase from us. If you have misplaced your invoice we will be happy to email you a new one. Simply email our customer service team on email@example.com and we will send you a new one.
When will my order be delivered?
Orders will be dispatched within 2-3 working days once full payment has been made. If you opt for a premium delivery service we will book this in with Capital Couriers and then they will call you with 24-48 hours to arrange a day and time for delivery. This particular service isn’t same day. Interstate deliveries vary depending on the location. Deliveries to SA, TAS, ACT and NSW take approximately 5-7 working days. Deliveries to QLD, WA and NT take approximately 7-10 working days.
What happens if my delivery arrives damaged?
If you receive a product from us that is damaged please contact us as soon as possible to arrange a replacement. You will not have to incur any shipping costs to return the item to us or to receive the new item. For further details see our terms and conditions page.
What if I change my mind?
At Billy Fresh, we want to have as many ambassadors across Australia as we can, and will do everything in our power to make sure you're happy. Therefore, if you buy from us and for any reason you are not delighted with your purchase, you can return your order to our warehouse for a full refund, provided you contact us within 30 days of arrival. Please note all shipping costs will be deducted from the refund, including shipping to you, and return to us, excluding damaged stock. See our terms and conditions page for further details.
What if I have missing parts in my order?
If you receive a delivery and notice there is something missing please call the store in which you bought from.
What should I do with the left over cardboard after my delivery has arrived and I’ve unpacked my furniture?
All of our products are delivered in cardboard packaging to ensure the product stays intact during delivery. Most local councils have a free cardboard disposal system, so give them a call to arrange accordingly.
Do you have social media accounts?
Yes we do. We love new followers so check us out on the following accounts:
Why should I buy from Billy Fresh?
As a team, we are passionate about living and entertaining. We believe in our products. We understand that furnishing an outdoor area is about more than just acquiring objects: it's about enjoying the good life indoors and outdoors. It's about making the most of great weather and the best of company. We do our bit to make this experience all that it can be by specialising in high quality items that offer the finest in comfort, style, durability and convenience. This means we'll bend over backwards to ensure that every interaction you have with us is as pleasant and painless as possible. We want you to have a great time dealing with us, from your first queries through to your enjoyment of the luxurious, high quality product.
Who owns the business, is it Australian owned?
Billy Fresh is a 100% family owned and Australian business. Our ABN is 60178873485.
How do I care for one of your umbrellas?
Our umbrellas are carefully selected to provide years of trouble free use. Exposure to excessive winds, however, will damage any umbrella. We recommended the umbrella is folded when not in use. We are also happy to supply a quality umbrella cover that can further extend the life of your umbrella. Some trees, animals and birds can excrete substances that can damage umbrella fabrics. Accordingly, it is not recommended that umbrellas remain deployed under trees for significant periods of time.
If you have any other questions please feel free to contact us!