FAQs

I am new to Dway Direct, how do I place my first order?

Before we take you through the simple process, we would like to warmly welcome you to Dway Direct. Simply browse through our large selection of Dway Direct products made by our team of skilled craftsman. Once you have selected the item(s) you would like to order, add the item(s) to the cart. Click on “Proceed to Checkout” where you will need to create an account, and the rest is easy!

I am a returning customer, how do I make an order?

Select the items you would like to order. Click on “Proceed to Checkout” where you will need to log into your account, and follow the rest of the checkout process.

Do you ship outside of Australia?

Unfortunately at the moment, Dway Direct is only available for customers with an Australian postcode (excluding PO Box). If you live elsewhere, we will be bringing Dway Direct to you very soon, so sign up to our newsletter and do not miss out!

Does Dway Direct have a showroom where I can see the products?

At Dway Direct, our mission is to provide high quality products without the excessive high street mark ups. That means that to bring prices down, our only showroom is our website where you will find detailed product information, dimensions/specifications and high quality photographs. If there is anything else you would like to know, please contact us via email or telephone.

Do you sell to other businesses?

Yes.   If you would like to know more, please contact us via email or telephone.

Where are Dway Direct products manufactured?

The team at Dway Direct travel around the world finding and partnering up with quality manufacturers that often also provide to many well known European and American brands. Many of our items are manufactured in Asia and undergo rigorous product review processes to ensure that our customers only receive well-made quality products.

When will I receive my items?

Most of our products are available for immediate delivery, which means that we dispatch the item to you within 24 hours.  Sometimes, our product is still in production or on the way to Australia.  We allow customers to order in the middle of the cycle at lower than usual prices to compensate for the wait.  This can take anywhere from 3-6 weeks for it to arrive, but we are sure you will enjoy the quality and value that it brings!  Visit each of our individual product pages where you will find the most up-to-date time estimate on when you can expect that product to arrive at your door step.

Will I receive a confirmation e-mail?

Once you place an order on Dway Direct, we will send you an email confirming your purchase. When the product is ready to be sent out, we will email you a dispatch notice so that you can expect your item(s) to arrive at your door step very soon.

What if my item arrives damaged?

It is unusual for an item to arrive damaged as we have a strict quality control process. However, in the rare case that it is damaged, please contact us within 24 hours of receiving the product with photos showing the relevant damage. Our team will assess the damage and either replace or refund the item for you once the item is returned back to our warehouse.

Can I cancel my order if I have made a mistake?

Once payment is confirmed, you may not cancel your order as for most of our items we dispatch the item within 24 hours straight to your door.  In any case, it is best to contact us as soon as possible.

How will I be refunded?

We will issue you the refund amount by crediting your account within 10 working days according to the same payment method you used for purchase.

How do I track the progress of my order?

When your item has left our headquarters to be delivered to your doorstep, you will be issued a dispatch notice with courier telephone details and item tracking number so that you can contact the courier company to arrange appropriate delivery date.

How do I change my delivery address?

Please contact us immediately via email or telephone if you would like to change your delivery address. Our team will then amend your details to ensure the correct delivery address is recorded on our system. You can change your delivery address any time up until the item is despatched from our Dway Direct warehouse to your doorstep. Once it has left Dway Direct, you will not be able to change the delivery address. Any re-delivery will incur additional delivery charges.

Do I need to be at home when the item is delivered?

Yes. This is because all our items are delivered via registered post through our network of courier companies. Thus, someone will need to be present upon arrival to sign on your behalf for the package.

What happens if I'm not there when delivery is attempted?

If you are not at home when delivery is attempted, the courier company will leave a card with a contact telephone number and tracking number. You will then need to contact the courier company and either collect from the nearest depot or rearrange delivery.