Find clear answers to common questions about fitting out your space, buying from Empire, and working with our team. Can’t see what you need? We’d love to help, so give us a call or email us today
- Assembly & Installation
- Click & Collect
- Commercial Division
- COVID-19 Policy
- Price Match
- Pricing Policy
- Product Care
- Secure Ordering
- Sell to Public
- Shipping & Delivery
- Trading Hours
- Why Buy From Us?
Assembly & Installation
Do your products require assembly?
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 service to your office or home.
Products may also be picked up by customers at their nearest Empire showroom or from the Head Office Distribution 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.
I am struggling to understand the assembly instructions?
Please contact us or call 1300 400 521. We are here to help and will talk you through the assembly process.
Click & Collect
About Click & Collect
Empire’s Click & Collect service is applicable to stocked “Empire Express” products only.
The following chairs; Ergoform, Ergohuman, Flow and Met are available for Click & Collect from all Empire showrooms.
All other stocked items are available for Click & Collect from our Rocklea showroom and warehouse only.
• If customers order their item/s flat-packed before 4pm Monday to Friday, they can collect from Rocklea after 8.30am the following business day.
• If customers order their item/s assembled before 4pm Monday to Friday, they can collect from Rocklea after 8.30am in two business days’ time.
Please note all showrooms hold varying stock levels so it is imperative a member of your closest Empire showroom confirms your required product/s is in stock and ready for you BEFORE you depart to pick-up.
How does Click & Collect work?
1. Shop Online
a. Ensure you input your post code at the top of the Empire page against “My Location”.
b. Add the products you want to purchase into your shopping cart and when you are ready, proceed to the Checkout page.
2. On the Checkout page ensure you:
a. Select “Pickup in store”, then –
b. Select which store you will pick-up from, then –
c. Select if you want to pick up your items assembled or flat-pack (NOTE – Assembled goods will most probably add time to your pick-up).
3. Wait To Hear From Us
When your order has been placed you will receive a phone call or email from us, confirming details of your order and when and where to collect from.
4. Collect In-Store
Please make sure to bring along your Sales Order and photo ID to show to an Empire Office Furniture team member. Please note the nominated name on the Sales Order email must match the name on the photo ID. If a different collector is nominated during the checkout process they will also need to provide the printed copy or email confirmation of the Sales Order and Photo ID.
Will I be notified when my order is ready for collection?
Yes, an Empire staff member will contact you – either by phone (primary contact method), or email.
When can I collect my order?
Orders must be collected during showroom opening hours. Individual store trading hours are displayed online on our Empire Locations page.
Who should I contact for any queries about Empire’s Click & Collect service?
For any queries in relation to the Click & Collect service, contact the applicable Empire showroom that you identified for pickup directly.
What if I miss my agreed pick-up time?
That’s OK – just ring your Empire contact to let them know. After an order is ready for pick up and awaiting collection, the order will be held for 7 days. You will also be sent a reminder that the order is awaiting collection.
Can I split my order for Delivery and Click & Collect?
We are not able to accept an order that includes items for Click & Collect services as well as items for delivery. In these cases you will need to place two separate orders – one for collection and one for delivery.
Do you have a commercial division?
Yes, we have teams dedicated to the Corporate, Education, Health and Government sectors and are a preferred supplier to the QLD and NSW governments.
Our experienced Design Team consists of architects and interior designers who can draw up scaled plans of your fitout and will work with you to meet all your requirements.
Empire Office Furniture’s 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.
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 and/or install required office furniture.
At a customer’s request, delivery staff have access to wear PPE (protective masks). This must be requested and coordinated 48 to 24 hours before the scheduled delivery or installation.
For invoice sign-off, customers can choose not to sign on glass. Instead, the Empire staff member will collect the client’s “Proof of Delivery” via the Empire mobile app.
The following procedures are in place for all Empire staff attending customer premises:
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 to wear PPE, ensure this is done before meeting in-person.
• Be mindful to always maintain a distance of 1.5m from all other people on-site.
• Where products are assembled and installed, wipe all surfaces thoroughly after completion.
• For sign-off on invoices, please complete process as per customer request.
AFTER CUSTOMER DELIVERY
• Wash/sanitize hands (with on-board soap and water) after leaving customer premises.
• 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 spray, leaving them clean for the next day.
I am having problems paying via my credit card.
Please confirm all the details you have entered are correct and your card is valid. If you are still having issues please contact one of our showrooms and they will be happy to assist. For online transactions we accept Master Card and Visa only. For purchases at Empire showrooms we also accept AMEX (please note surcharges apply).
I don’t have a credit card/ I don’t want to give you my credit card details – can I still purchase from you?
Yes. We also accept payment via BPay and electronic bank transfer (EFT). All orders are also able to be paid at your selected showroom or our Head Office with cash or EFTPOS cards.
Is GST included in the items price or is it added at checkout?
GST is already included in the item price so there are no surprises when you complete your purchase.
Is your site secure for credit card purchases?
Yes. We employ the best technology and software including secure encryption to ensure your shopping experience is a safe one.
Which credit cards do you accept?
For online transactions we accept Master Card and Visa only. For purchases at Empire showrooms we also accept AMEX (please note surcharges apply).
When will my credit card be charged?
Your credit card will usually be charged within 24 business hours of your order being finalised.
Do you price match?
At Empire, we continually monitor prices and strive to bring our customers the absolute best the market has to offer. In the unlikely event that you find an identical stocked item at a lower price in stock somewhere else, we will match the price.
All our prices are in Australian Dollars (AUD) and include GST (Goods and Services tax). Product prices are regularly updated and we exercise great caution in trying to avoid errors in pricing and product information. If such mistakes occur, we reserve the right to correct them. We apologise in advance for any inconvenience this may cause.
The National Privacy Principles
We are bound by and comply with the National Privacy Principles as provided in the Federal Privacy Act 1988.
Collecting personal information about you
At Empire Office Furniture, we only collect personal information that is necessary for us to conduct our business as an online provider of goods.
The personal information we collect will include information you give us when you place an order for the purchase of an item we supply. We may also collect personal information about individuals who are not customers of our business, but whose personal information is given to us by those individuals or other people in the course of a transaction. This personal information will include your name, address and contact details, and may include other personal information about individuals we collect in the course of a transaction.
We may also collect some information from you when you use our website empirefurniture.com.au. Your use of the information and services available through our website will determine the type of information that we collect about you.
The only personal information that we collect about you when you use our website is what you tell us about yourself. For example, when you complete an online form when placing an order, or information you provide to us when you send us an email. Please note we will record your email address if you send us an email.
Using and disclosing your personal information
We respect your privacy. Any personal information that we collect about you will be used and disclosed by us so that we can provide you with the services that you have requested, or otherwise to enable us to carry out our business as suppliers of goods.
Please be assured we will not disclose information about you unless the disclosure is required or authorised by law, you have consented to our disclosing the information about you, or for another purpose (related to the primary purpose of collecting that information) that you would reasonably expect.
We may also use your personal information to provide you with information about other services offered by us. However, the only information that you must provide is your name and payment details (where applicable). If you would prefer not to receive promotional or other material from us, please let us know and we will respect your request.
Access to your personal information
In most cases you may have access to personal information that we hold about you. We will handle requests for access to your personal information in accordance with the National Privacy Principles.
We encourage all requests for access to your personal information to be directed to the Privacy Officer by emailing us or by writing to us at our postal address. We will deal with all requests for access to personal information as quickly as possible. Requests for a large amount of information, or information which is not currently in use may require further time before a response can be given. We may charge you a fee for access if a cost is incurred by us in order to retrieve your information, but in no case will we charge you a fee for your application for access.
In some cases, we may refuse to give you access to personal information we hold about you. This includes, but is not limited to, circumstances where giving you access would be unlawful (e.g., where a record which contains personal information about you is subject to a claim for legal professional privilege by one of our clients), have an unreasonable impact on other people’s privacy or prejudice an investigation of unlawful activity.
We will also refuse access where the personal information relates to existing or anticipated legal proceedings and the information would not be accessible by the process of discovery in those proceedings. If we refuse to give you access we will provide you with reasons for our refusal.
Correcting your personal information
If you request us to do so we will amend any personal information about you held by us which is inaccurate, incomplete or out of date. If we disagree with your view about the accuracy, completeness or currency of a record of your personal information held by us, and you ask us to associate with that record a statement that you have a contrary view, we will take reasonable steps to do so.
Securing and storing your personal information
We are committed to maintaining the confidentiality of the information that you provide us and we will take all reasonable precautions to protect your personal information from unauthorised use or alteration.
In our business, personal information may be stored both electronically (on our computer system) and in hard copy form. Firewalls, anti-virus software and email filters, as well as passwords, protect all our electronic information. Likewise, we take all necessary measures to ensure the security of hard copy information.
For more information or to complain about a breach of your privacy
If you would like more information about the way we manage personal information which we hold about you, or are concerned that we may have breached your privacy, please contact us by email, post or submit a query online.
How do I clean and care for my new Empire product?
You can maintain a high standard of finish on your Empire products with a minimum amount of care and cleaning. Empire’s furniture is manufactured from premium materials and components that guarantee lasting durability and quality.
If you are unable to identify a material used in construction of a particular product, please contact us for cleaning and maintenance instructions.
How do I maintain the aluminium in the product?
Chair bases made from injection cast aluminium alloy should be cleaned on a regular basis. We recommend every three months, using a glass or chrome cleaner. For a lustrous finish, buff the aluminium with a clean cloth.
How often should I clean the castors?
Twin wheel castors should be cleaned every three months using the following procedure:
1. Remove the castor from the chair base
2. Pull the wheels apart
3. Remove foreign materials i.e. carpet fibre
4. Lightly smear axles with Vaseline
5. Put the wheels back together and re-attach the castor to the chair base
How do I clean chrome?
To clean chrome, use a glass or chrome cleaner or a mild detergent. For the best results, buff it with a clean, soft cloth.
How do I clean glass?
For the best results use a glass cleaner and a very soft cloth.
How do I clean laminate?
Best results are achieved using a mild detergent applied with a damp cloth. The surface should be wiped clean with a soft cloth. Text colour or biro ink, especially when fresh, can be removed by applying lemon or Shellite to the affected area.
How do I clean timber veneer?
Veneers have only limited resistance to water and steam, so excess moisture on the surface should be avoided. Spills or condensation can permeate the coating and lift the veneer, so they should be wiped clean immediately after they occur.
Veneer surfaces should not be subject to direct heat. Some components of the coating melt under pressure and heat above 75°C, leaving an impression of the shape of the hot object resting against it.
Do not use solvents to remove grease or stains. The only recommended solvent mixture is equal parts methylated spirits and water. Ordinary detergent in warm water will keep dust and static attraction to a minimum.
A scratched surface can be rejuvenated by lightly polishing using an automotive wax.
How do I clean my Shape whiteboard?
To clean a Shape whiteboard use methylated spirits with a clean, soft cloth approximately once every 1-2 weeks. You will need to change the cloth several times while cleaning to make sure you do not spread the residue that ends up on the cloth across the board.
What pens work best with my Shape whiteboard?
We have found that some brands of Whiteboard markers work on our boards better than others. The Artline 577 & 579 series work best in our experience. Staedtler brand markers are also quite good. Some colours come off better than others. Blue is the worst in our experience.
Can I change or cancel my order once submitted?
To make any changes to your order please call us directly on 1300 400 521 or contact us.
How do I obtain a Tax Invoice for my purchase?
A tax invoice will be emailed to you on completion of your order. Please note full payment is due prior to delivery. We will also send a hard copy with your delivery. If you do not receive your tax invoice, or if you require a further copy, please contact us.
I have completed my order but I can’t checkout?
Please contact us or call 1300 400 521 for assistance.
Can I remove items from my shopping cart?
Yes, but only before your order is completed. To remove items from your cart, click “Remove”.
Can I order/ purchase from you if I am outside of Australia?
If you are located outside Australia you can still purchase from us, however we only offer delivery within Australia.
How do I save my order if I am not quite ready to purchase the product(s)?
In order to save a cart a visitor must create an account. Once you are logged in with an account the site will automatically save your cart and it will be available when you return to the site and log in again. This is irrespective of what device you are logging on from (computer, tablet, smartphone).
Customers with a website account can also save carts to their account from the checkout page.
Am I able to purchase products from your showroom?
Yes. We would be more than happy for you to visit one of our showrooms. One of our experts will show you the products we offer. You can then purchase at the Empire showroom, or in the comfort of your own home or office. Please note full payment is due prior to delivery.
You can even organise a free on-site measure and quote for your office. Contact your nearest showroom to discuss a visit with one of our sales consultants.
Sell to Public
Do you sell to the public?
Yes, we sell directly to the public. Click here to search for your nearest store’s opening hours.
Shipping & Delivery
What delivery methods does Empire have?
Delivery and Installation
Empire Office Furniture has a full in-house professional delivery and installation service available during standard business hours within a 50 km radius of each showroom (mainland locations only).
Any deliveries outside of the normal operational range of your nearest showroom (including all island locations) will incur additional delivery charges. Please contact your nearest store if you would like to know these charges. If you have already made your purchase, our Customer Service team may contact you, to discuss extra charges that are applicable to your order.
We have trusted installers Australia wide, and our showroom staff will be more than happy to provide you with a quotation.
Our Despatch department will contact you to confirm delivery date and advise an approximate time when goods will be delivered. Standard lead times are 5-7 working days from order placement for all stocked items.
Your furniture can be supplied flat-packed or assembled. Please select your preferred assembly choice upon order placement.
Should lead times change, we will notify you as soon as possible at which time you will have the opportunity to amend or cancel your order.
Quick Ship Delivery
Many of our products can be quick shipped flat-packed in boxes on request for your convenience. Please be advised that assembly requires basic tools and technical knowledge.
Please note that some of Empire’s products do require specialist installation. If you are unsure about being able to assemble an item yourself, please contact your nearest showroom for further advice.
Do you deliver anywhere in Australia?
Yes. Empire can arrange delivery to most areas within mainland Australia. If you are within our standard delivery zone you can buy 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 your nearest showroom to find out if we can deliver to you. Delivery pricing may vary.
Can I pick up from your showroom or warehouse?
Yes. You can collect straight from one of our 9 showrooms or from our warehouse in Rocklea, Brisbane. During checkout, please be sure to select the pick-up option and choose your preferred location.
Can I send my own courier to pick up from your warehouse?
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.
Once I’ve made my purchase, how long before I receive my item(s)?
Empire has 9 large showrooms across Qld and Sydney, and a comprehensive internal logistics team to enable fast delivery lead times.
You have the option to collect your order from one of our showrooms or warehouses, or opt for Empire’s famous “white glove delivery service”, where we deliver, assemble, and remove all of the packaging material.
Once you place your order, you will be contacted by one of our customer service specialists to confirm your order details and specific lead times.
Lead times are location dependent, but as a general guide:
- In-stock, unassembled items are usually available for pickup within 2 days. For items that require assembly please allow an extra day.
- Unstocked or custom made items vary in lead time, but are generally available for pickup within 2 – 6 weeks.
- Delivery lead times are generally 5 -10 working days from the date the stock is at the showroom and ready for delivery.
*Lead times are indicative only and subject to change due to factors out of our control, but rest assured Empire will keep you updated throughout the process to advise of any changes to lead times.
Please contact your nearest Empire showroom for an accurate lead time estimation.
Delivery times quoted do not include weekends or gazetted public holidays.
Do you offer a drop-shipping service?
Yes we do! In your account, simply enter the address where you want the product sent to and we will ship the product directly to your door.
What if I need my item delivered by an urgent date?
We like to keep our customers happy and accommodate their requests where possible. As such if you require your item by a specific date, please contact us on 1300 400 521 and we will let you know if we are able to assist.
When are your showrooms open?
All of our showrooms are open Monday to Friday 8.30am – 5.00pm.
In addition, our Woolloongabba showroom in Brisbane is also open Saturdays 9am – 12pm.
Our Head Office and Logistics Centre at Rocklea, Brisbane operates Monday to Friday from 8.00am – 4.00pm.
What is covered under warranty?
In accordance with Australian Consumer Law damaged or defective products found at the time of delivery and / or installation or soon thereafter may be covered under warranty.
Please note products are unable to be returned if you received what you asked for but simply changed your mind, decided you did not like the purchase or had no use for it.
What is the duration of the warranty?
Warranty terms vary from product to product. Please find the specific warranty terms applicable to your product on the product page online. The warranty lasts for the number of years stated against each product, starting from the date of purchase.
What will Empire do to correct the problem?
Customers are required to return the defective product to the place of purchase at their expense for repair. However, in certain circumstances Empire may agree to conduct repairs at the customer premises. Empire will examine the product and decide if it is covered under this warranty. Empire will then, at its choice, either repair the defective product or replace it with the same or a comparable product.
In these cases, Empire will be responsible for the costs of repairs, spare parts, labour and travel for repair staff that Empire incurs, provided that the product is accessible for repair without Empire incurring additional expenditure to gain access. This will not apply in cases where repair work has not been authorised by Empire. Any defective parts removed in the course of repair works will become the property of Empire. If the item is no longer sold by Empire, Empire will provide an appropriate replacement. Empire will decide at its discretion, what will constitute an appropriate replacement.
General Legal Rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The benefits under our guarantees are in addition to other rights and remedies under law in relation to goods.
Why Buy From Us?
What makes Empire different?
Unlike other furniture websites, Empire Office Furniture has an established showroom presence across Queensland and in Sydney. We have 9 showrooms across Brisbane, Gold Coast, Townsville, Rockhampton and Mackay, and a showroom at Lidcombe Sydney.
At Empire we operate our own fleet of trucks and delivery and installation teams.
We provide additional services such as free on-site consultations with measure and quotes, floor plan layouts and space planning.
Empire’s Head Office Distribution Centre is located at Rocklea, Brisbane, and houses multi-million dollar stock holdings and a large assembly and delivery team.
We bring 40 years of office furniture experience to you and can put you in touch with our expert sales consultants and support staff.
For more detailed information, see our ‘About Us‘ section.
Our 1300 number is designed to connect you to our qualified sales consultants at the showroom closest to your location. You can also get in touch with a specific showroom directly from our locations page.
Our staff will be available during showroom hours.
What does commercial grade premium products mean?
All products in our range are premium commercial quality office furniture products, many of which are certified to AFRDI level 6. The attainment of AFRDI Certification from the Australiasian Furnishing Research and Development Institute (AFRDI), means that product has successfully completed an exhaustive testing regime.
Our commercial grade products have a 3 year warranty and are rated for 8 hours a day, 7 days a week usage.
What government pricing is available?
Empire Office Furniture currently holds Local Buy and SOA contracts for government supply. For further information and pricing please contact us, quoting your Local Buy or SOA details.
What does it mean if a product is AFRDI certified?
An AFRDI Level 6 certified office chair will meet all commercial needs. Level 6 essentially signifies that a chair should be able to withstand extremely severe conditions of use, such as police stations, military installations, control rooms and use in heavy industry. The standards cover ergonomics, strength, durability, stability, flammability and safety.
What does it mean if a product is GECA certified?
The Good Environmental Choice label is the only environmental labelling program in Australia which indicates the environmental performance from a whole of product life cycle perspective. The label is awarded to products that meet voluntary environmental performance standards which have been created and assessed in conformance to international environmental labelling standards. The program is internationally recognised and growing in demand and awareness throughout different industries.
What additional services are available?
Empire offers on site consultation, measure ups and quotes. We have a large Corporate Projects team, an accredited installation team and project managers.
Our expert consultants provide excellent space planning and layout designs. We can include power and data planning and even provide 3D walkthroughs of your new office or school before you spend a single dollar. For further information on our Corporate Projects team, click HERE.