Frequently Asked Questions

How can we help?

General Questions

What is Ensemble?

Ensemble creates a range of Wall Furniture Essentials. Products that make bringing all the rooms at home together easy. Choose colours, finishes, and sizes all with our online modelling tool - with live pricing or visualisation. Our point of difference is that all of our products are set modular sizes (so that you can see them come to life), and installed by us. In Melbourne, we do a site measure and install as part of the cost. In other states, we charge a small fee. Visit us in the showroom, or book a free design consultation.

Where is Ensemble located?

Our Ensemble Offices and Showroom is located at 31-41 Woodlands Drive Braeside, Victoria. We also have sales representatives in QLD and NSW.

Do you have a Showroom & do I need an appointment?

We have Showrooms located in Melbourne and Sydney, you can book via our website or call us on 1300 973 077. We are open by appointment only from 9:30am - 3:00pm Monday - Friday.

Are your products made in Australia?

Yes they are! Over the past few years, we’ve seen how important local supply chains are to quality. As a fourth generation family business (see our sister business, S&A Stairs), we work with all Australian designers, makers, materials and collaborators. It gives us control over our quality, reduces lead-times, and makes our products last for generations.

Where can I purchase Ensemble Products?

We’re our own retailer, so all of our products are available to purchase through our website. We also offer free design consultations at our Melbourne and Sydney showrooms. Alternatively, just say hi on our website and we’ll be in touch. For big projects by builders & architects, we offer a design service - a more, custom approach for multi-residential and commercial buildings. To see some products in the flesh, you can book a showroom and design consultation with a member of our sales team.

Apart from your standard units, can you do custom designs as well?

We sure can, give us a call on 1300 973 077, send us an email at sales@ensemble.store. Customisations increase lead times and prices.

Can you do any other colours that are not on your website?

We’re always open to exploring finishes outside of our core range - but it’ll add longer lead times, sourcing & design fees.

Do you supply basins with your vanities?

No we don’t. However, check out our amazing friends and Nood Co to see all of their beautiful above counter basins (as featured in our vanity collection).

How much drawer space is lost to the plumbing pipes in a vanity?

Our vanities have been designed in a way that most plumbers will be able to install a Vanity Space Saver which runs under the benchtop and down the back of the unit (behind the drawer), rather than in it. To further maximise drawer space, we recommend installing an above counter basin.

What sizes of units do you offer? Is it only what’s on the website?

Each of our products come in a range of set modular widths, depths and heights. See product pages for details.

Can I make changes to my order after I’ve purchased it?

Unfortunately, we are unable to modify an order once we’ve received full payment. We don’t cater to change of mind, so make sure you’re mindful with your selections.

I ordered the incorrect product. Can my order be amended or changed?

All orders are final once payment has been processed. You can cancel your order and be reimbursed with a credit note for new product via a new transaction.

Installation

Do you provide cable holes and what if I need extra cut-outs?

We sure do, as part of the service. All of our units have an electrical plan, and we’ll point you in the direction of our preferred electricians.

Can my unit be fixed to a wall over an existing powerpoint?

Yes, although you will need to arrange for an electrician to present onsite at the time of install to either remove the powerpoint completely or cut a hole in the back of the unit to bring the powerpoint through. Electrical work and modifications cannot be completed by the Ensemble team onsite.

How can I use my multi-media equipment like Foxtel etc in your cabinets?

No matter what your setup is, we’ve got a solution for your TV & Hi-Fi equipment.

Can you check my measurements? Can someone come out prior to install?

Absolutely! One of our friendly design consultants or qualified installers can come to you. We offer this service in metro Melbourne & Sydney only.

How will I know when my item will be ready for installation?

You will be given a tentative installation date at time of checkout based on current material leads. You will then be given a halfway update via text or email and a final update 48hrs from installation date final. You will need to ensure someone is present at the premises whilst installation is taking place. We will give you an ETA for the total duration of install.

Will the installer clear the space and move my old furniture aside for install?

No, this will need to be done by the customer and organised prior to installation.

Shipping

What are your shipping costs?

Shipping is free Australia wide on all online products.

What is the shipping time frame on my order? 

Ensemble Express orders are in stock and are ready to ship, which means they'll be delivered to any address in Australia within the fortnight. *Please note, due to COVID logistical issues, freight to some regional addresses may face delays. For units that require customisation and installation, all shipping timeframes are reflective of the product selected at checkout. Any timeframes on our website are for guidance only.

What states do you install? How much is delivery?

We install in metro Melbourne and Sydney. If you are outside of these areas, please get in contact via email sales@ensemble.store and we can discuss your options. Shipping on products purchased online is free.

How will I know whether my item has been dispatched?

You will receive an email notification and text message when the order is booked in for dispatch. Please ensure the shipping email provided at checkout is the best contact for all tracking notifications.   

What are your lead times?

Our lead times depend on the product that you purchase. Ensemble Express products are in-stock and ready to ship immediately. While our custom pieces are made to order and may come with longer lead times.

I have entered the incorrect delivery address, how do I change this? 

Please email sales@ensemble.store with your order number and the correct delivery address as soon as possible.

Payments

What are your payment methods?

You can pay directly with Credit Card via SquarePay, Bank Transfer, Paypal or ZIP Pay.

How can I use ZIP Pay?

ZIP Pay allows you to buy now but pay later. Once at checkout you will be redirected to their website to process the payment.

How do refunds work with Zip Pay?

Your Zip account will be credited with the agreed refund amount.

How much can I spend on ZIP Pay?

We have a $20,000 max order limit. Once ZIP Pay confirms your account credit limit, you may be eligible for a credit limit increase once you've been using the account for at least 6 months.

Zip offers two main products: Zip Pay and Zip Money. 

Zip Pay 
is an online shopping wallet with a credit limit up to $2000 with no interest ever. This is designed for everyday spending. 

Zip Money is a line of credit with credit limits over $1,000. This product offers consumers a line of credit up to $5000 for regular accounts and up to $50,000 for specific merchants. This is designed for life's bigger buys.

Can I request a sample before my order?

You sure can. We’ll mail them out, or give them to you in the Showroom. When you place your order, we'll take the price of any samples off your order.

Am I able to cancel my order?

Once payment has been made, your order is final. But we’re always keen to work with customers to ensure a perfect outcome for everyone. If you wish to cancel your order please contact our sales team on 1300 973 077 or email sales@ensemble.store to discuss. Please note if the order has already been dispatched, you will be required to place a return through our sales team.

Can I remove a product from my order once payment has been made?

Sorry, all orders are final once payment has been made therefore, no changes can be made.

Refunds

What is the Ensemble Refund Policy?

Please choose carefully as we do not offer refunds for change of mind. We are not able to offer any exchanges or refunds on products that are already installed. Goods will be inspected upon the raising of damage, refund and installation issues. All items are quality controlled and checked for any faults before being dispatched. Should you receive an item that is faulty or damaged, please contact us immediately by emailing support@ensemble.store

What happens to my refund if my card has expired or is no longer in use?

All refunds are processed back onto the same card that was used at the time of purchase. We cannot process a refund on a different card. Please allow 10 business days for the funds to appear in your account.

If the card used at the time of purchase has expired or has been cancelled, generally the bank will redirect the refund to your new or replacement card. If you do not have a new card, generally the bank will redirect this to the bank account. Please note: This is in the majority of cases. If you have not received the funds within 10 days, please get in touch with
our Sales team.

What’s your return/refund policy?

Please click here to view the terms and conditions of our returns policy.

I forgot to add my voucher and/or coupon code to my order. Can I add it after my order has been processed?

All orders are final once payment has been processed. A coupon code and/or voucher code cannot be redeemed for a refund or applied to an order once an order has been processed. You are welcome to use the voucher code/coupon code at checkout with your next order.

Service & Warranty

Do Ensemble products come with a warranty?

Yes, which you can also view here at any time.

How do I get in touch regarding a warranty or product query?

For all warranty or product enquiries, please email support@ensemble.store and lodge your concern. Please note that all fields must be completed and photographic evidence provided in order to lodge your enquiry. Once submitted our After Sales team will be in touch with a resolution.   For all urgent enquiries please get in touch on 1300 973 077.

What is the best way to care for my Ensemble products?

Our Care Guide can be found here. Any products damaged by not following our Care Guide will not be covered under warranty.   

Can Ensemble products be installed outside?

No, Ensemble products are only warranted for indoor use
and applications.

I received a damaged product and want to make a warranty claim - what do I do?

Contact Ensemble directly at support@ensemble.store