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FAQ

The following questions and answers represent common queries our customers have. If we have not covered your specific query please do not hesitate to call us directly on 1300 400 521, or contact us

Below are some of our most frequently asked questions.

Empire Office Furniture’ priority is to protect our staff, customers and community so we can continue to operate and serve our customers during this challenging time.

We are strictly abiding by the advice of the Government health agencies. There have been no confirmed cases to-date of COVID-19 amongst our staff nor anyone visiting our facilities. Our showrooms remain open and our teams are out delivering and installing each day.

To protect the health of Empire staff and resultantly our customers, we have significantly increased cleaning and sanitization of all our facilities. All Empire staff are adhering to stringent social distancing, surface-cleaning and hand-washing requirements.

Empire’s Head Office Distribution Centre in Brisbane has been split into designated work zones, restricting staff movement amongst each.

All Empire delivery trucks have been fitted with washing bays – with soap and running water. The drivers wash their hands before and after every delivery.

We have also prepared our teams to respond quickly to any emerging situation to ensure the Health and Safety of all persons visiting Empire facilities, or interacting with our staff on customer premises.

Several important changes have been made to Empire’s policies where Empire staff are attending customer premises to deliver / deliver and install required office furniture.

At the customer’s request, delivery staff have access wear PPE (protective masks).  This must be requested and coordinated 48 to 24 hours before the drop-off.

Also, for sign off on invoices customers can now choose not to sign on glass. Instead the Empire staff member will collect the clients “Proof of Delivery” via Empire’s mobile app.

For all Empire staff attending customer premises, the following procedures are in-place -

BEFORE ATTENDING CUSTOMER PREMISES

• Abide by social distancing, surface-cleaning and hand-washing stipulations when working at all Empire locations

• Ensure truck has sufficient disinfectant spray, handwash and sanitizer.

• Wash hands before departing warehouse.

AT CUSTOMER PREMISES

• Wash/sanitize hands (with on-board soap and water) before entering a customer premises.

• Make contact with designated recipient. Where customer has requested staff wear PPE, ensure you place on before meeting in-person

• Be mindful to always maintain a distance of 1.5m from all other people on-site

• Where products assembled and installed, wipe all surfaces thoroughly after completion

• For sign off on invoices please complete process per customer request

AFTER CUSTOMER DELIVERY

• Wash/sanitize hands (with on-board soap and water) after leaving customer premises

END-OF-DAY PROCEDURES

• On return to warehouse/showroom, spray and wipe the inside of each vehicle with disinfectant spray leaving them clean for the next day

• Truck Phones and Folders are to be wiped down with disinfectant leaving them clean for the next day

We are committed to serving you during the challenging conditions facing us all and thank you for your support as we work together to ensure our staff and customers continue to stay safe and healthy.

Yes. We also accept payment via BPay and bank transfer (EFT). All orders are also able to be paid at your selected showroom or our Head Office with cash or EFTPOS cards.

Yes. Empire can arrange delivery to most areas within mainland Australia. If you are within our standard delivery zone you can by online (standard delivery zone is any mainland location within a 50km radius of any of our showrooms). If you are outside our standard delivery zone please request a quote or contact a showroom to find out if we can deliver to you. Delivery pricing may vary.

Yes. We have no problem allowing you to pick up your goods straight from one of our showrooms or from our warehouse in Rocklea, Brisbane. Choose pickup and your location options during checkout.

We apologise for the delay. Please contact us, or call 1300 400 521 if you are concerned or think your item is taking an unusually long time to arrive.

Yes, we are happy for you to use your own courier. However it is advisable to be aware of the size and weight of your delivery as many of our products are best delivered via qualified furniture freighters.

The extent of the warranty given for each product is described alongside each product.

The vast majority of Empire products are available either fully assembled or flat-pack. Those which come only fully assembled do so because Empire believes these products are highly complex to construct, best done so by its own experienced staff.

Empire has found the majority of customers do prefer their products assembled, delivered, and installed. Our fleet of trucks and delivery personnel provide an excellent finished and placed service to your office or home.

Products may also be picked up by customers at their nearest Empire showroom or from the Head Office logistics centre at Rocklea, Brisbane.

Those products offered flat pack on request for quick shipment require basic tools and technical skills for assembly. Assembly instructions are included in all packs.

For individual showroom opening hours please refer to our locations page. 

Our Head Office and Logistics Centre at Rocklea, Brisbane operates Monday to Friday from 8.00am - 4.00pm. Customer pickups by appointment only. Please contact your local showroom for more details.

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