FAQS


Where is the Upholstrei studio?

The Upholstrei studio is located on the land of the Awabakal people in Gateshead, Newcastle.

We like to stay focused when we’re in our creative zone, so visits to the studio are strictly by appointment only.

 

How does shipping work?

Small items (e.g. cushions) are shipped via regular Australia post.

Large items (e.g. lounges, bedheads, chairs) can be picked up at the Upholstrei studio in Gateshead, Newcastle. OR we can chat about getting a courier to deliver directly to you (freight can be costly, so keep this in mind when you work out your budget).

Read our shipping policy here.

 

What is your return and refund policy?

It’s important to us that you’re absolutely delighted with your order from Upholstrei, so we’re happy to get hands on and help you make the right decisions. But because of the custom way we work, we don’t accept returns on bespoke projects. For smaller, ready-made pieces we can sometimes offer exchanges for change of mind. You can find our full return, refund and warranty policy here.



BESPOKE PROJECTS 

Is bespoke reupholstery expensive?

Yes, reupholstery will often be more expensive than buying new. But it will likely leave you with less expense (on both wallet and planet) in the future thanks to the care and consideration we put into creating pieces that last.

Our fees fairly reflect our expertise in our trade, our commitment to using the best quality foundations and fabrics, and our dedication to delivering excellent work.

 

What is your timeframe/waitlist?

At a minimum, our wait list is around 4-6 weeks to get started on bespoke projects. If your project is particularly time sensitive please let us know in your application so we can be sure we are able to work within your timeframes.

 

Do you work on bespoke projects in other locations/interstate?

We are open to working on projects near and far! Projects that are further afield may incur extra fees for freight, and installation may need to be carried out by one of our trusted contractors. Get in touch and we can talk through your options.

 

How do I choose fabrics?

Once you have submitted your enquiry and are happy with your quote we get to the fun part—choosing the perfect fabric for your piece. 

If you’re local to Gateshead (or happy to travel to the studio) we will make an appointment for you to visit us and view fabric samples in person.

If you’re further afield, we’ll chat about your fabric over phone and email and have samples delivered to your address.

We understand that choosing your fabric can be a big decision, so we’re happy to make recommendations and guide you through the process.

 

Do you pick up and deliver?

Yes, we can pick up and deliver within the Newcastle area. Depending on your distance from our workshop there may be a fee for pick up and delivery—we’ll include this in your quote.

Pick up and delivery for projects outside of the Newcastle area are subject to our availability and/or courier fees.

 

Do you do restoration and woodwork like stripping vanish, painting or fixing frames?

We can fix furniture frames and do some internal work, but we like to take each piece on a case-by-case basis so we can be sure what you’re needing is within our skillset. Timber and frame restoration is a trade within itself and often needs to be done by someone with specific expertise in that field.

We don’t currently offer French polishing or sanding and re-varnishing timber furniture within our bespoke services.

 

Do you work on commercial projects?

Yes, we love working on commercial projects alongside designers, architects and builders.

Some of our recent work includes bedheads for hotels, banquet seating for venues and custom furniture for high-end apartments.

 

Does your question remain unanswered? Please email hello@upholstrei.com.au