A slim walnut console table and a matching chair beneath a walnut-framed mirror, against a pale wall.

Service request

Tell us what happened.

For a piece that has already been delivered. A fault, a mark, a missing part, or damage in transit.

Start here

Is this the right form?

Three of these belong here and one does not. If your order has not arrived yet, nothing on this page will help, and the shipping policy will tell you more than we can.

A fault in the frame, the joinery or a mechanism
Five years of warranty cover, running from the day it was delivered. Fill in the form below and we arrange the repair.
What the warranty covers
A spill, a burn, a rip or a chip
An accident rather than a fault, and a different cover answers it. Photograph the mark before you clean it, then use the form below.
About accidental damage cover
Damage, a missing part or the wrong piece on delivery
Tell us inside 7 days of the delivery and we carry the freight both ways. This is the fastest route to it.
How delivery works
It arrived and you have changed your mind
Not a service request, and filing it as one slows it down. Returns run on their own window and their own form.
Read the returns policy
Not this form

Before you start

Have these to hand.

Your order number: On the order confirmation email. It is the fastest way to the piece.
The delivery date: Roughly is fine. It is the date both covers are counted from.
Photographs: The mark close up, then the whole piece, both in daylight.
The address the piece is at: Where a repair would happen, which is not always the billing address.

Would rather not type all this? Email hello@walnur.com.au or call +61 3 9000 0000, Mon–Fri 9am–5pm · Sat 10am–4pm (AEST).

Who to reply to

Everything is needed unless a label says otherwise.

Your name

Email address

Phone

Only used to book a visit or a pickup.

Order number

On your order confirmation email.

The piece and the problem

The more specific this is, the fewer questions come back.

Which piece is it?

The name on your order, plus the finish if you know it.

Delivery date (optional)

Roughly is fine. Both covers are counted from it.

What has happened?

Tell us what happened

Where on the piece it is, roughly when you noticed it, and whether anything has been tried on it already.

Where the piece is

Where a repair would happen, which is not always the billing address.

Street address

Suburb

State

Postcode

Anything about getting to it? (optional)

Stairs, a lift, a narrow doorway, where to park. It decides how many people come.

Attach the photographs to the email that opens

Two of them: the mark close up, and the whole piece, both in daylight. They are the difference between a reply that answers you and a reply that asks for pictures.

This opens your email app with the request filled in.

What happens after you send it.

A person reads it
Not a queue and not a ticket number. You hear back inside two business days, from the people who chose the range.
We say which cover applies
Warranty, accidental damage cover, or delivery. You are told which one it is in writing, and told plainly when the answer is that we cannot help.
We repair it, or we replace it
Where a repair is the answer we arrange it and pay the freight both ways. Where it is not, the part or the piece is replaced.

Worth knowing

What people ask after.

Photograph it before you clean it: A mark that has already been scrubbed tells us less than the mark did, and it can turn a repair into a replacement. Lift what lifts with a dry cloth, then leave it and send the picture.
7 days on a delivery fault: Damage in transit, a missing fitting or the wrong piece all have to reach us inside 7 days of the delivery. After that they are assessed as a warranty claim instead, which is a slower road to the same place.
None of this limits your rights: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing on this page reduces them, and where this page and the law disagree, the law wins.
When you will hear back: Inside two business days. Public holidays are the exception and they push it by a day.