FAQs

What is Lilo Living?

Lilo Living is a resale platform for buying and selling quality, gently used household furniture. We also work with quality furniture retailers to sell their secondary stock, from customer returns, ex-display, seconds and discontinued items. 

Are you licensed?

We are licensed under the Second-hand Dealers and Pawnbrokers Act 2003 administered by the Queensland Government (Office of Fair Trading, Department of Justice and Attorney-General).

Why should I buy from Lilo and not Facebook Marketplace or Gumtree?

We think you should buy furniture items from any trusted platform or brick-or-mortar store. We exist to remove the barriers to purchasing quality furniture at affordable prices, such as secondhand pieces, making the process easy and seamless, just like when you buy new. With that aim, we hope that more and more people are in a better position to furnish their homes with quality pieces.

What have you got against new furniture?

We love new furniture! We exist to provide customers with another option, particularly those that are not quite settled in their forever home or are not in a financial position to buy new from a quality furniture retailer.

Can I sell my furniture with Lilo?

Yes - visit our Sell With Us page for details.

Why do you also sell ex-display and seconds, and not just secondhand?

We exist to give people the best possible chance to furnishing their homes with quality furniture pieces. This means giving better access to quality pieces at more affordable prices, whether it be pre-loved or retailer secondary stock.

Can I view the item before buying?

Some of our items are available for inspection - please check the listing description. For those that are not, we make every effort to provide detailed and accurate descriptions, measurements and images. We offer a money back guarantee if the item is not as described. If you aren't sure, send us a message on our Live Chat - a real person will get back to you ASAP!

Can I pick up the item?

Please check the listing for details and the pick up location, and select 'Pick Up' on checkout. We will be in touch with the pick up details post purchase.

How do you quality check the item?

We quality check the item before delivery. If we notice any inconsistencies between the listing and the item, we will notify the buyer of the discrepancy via text or call. Once the item is flagged as not being as described, you can either 1.) accept the item and proceed with delivery; 2.) Reject the item and cancel the sale or 3.) Request a discount. If you are unavailable to provide your instruction, delivery will be rescheduled at your next available convenience, should you decide to proceed.

Where are products from?

We rely on the information provided by the original owner and make all efforts to verify this information prior to listing on our platform.

Are there any warranties provided?

Unfortunately no warranties are provided outside the manufacturers warranty if it applies. 

Is the furniture clean?

We ensure items are in a clean condition prior to delivery.

Will you buy my furniture?

We are a resale platform and therefore sell on behalf of our sellers. We do not purchase furniture items.

Returns

Can I return my product if I change my mind?

We are unable to accept returns for change of mind. 

Can I get a refund if the product isn't as described?

Every effort is made to present the product as is through description, photos and answers to enquiries. However in the unlikely circumstance that the product is different to what is described, please contact us within 24 hours and we will pick up the product and process the refund within 2 business days.

Delivery

How much is delivery?

Delivery fees start from $99 within South East Queensland. Visit our Delivery page for more details or simply checkout to generate the delivery fee. If you are outside our delivery area, simply email us or use the Live Chat to request a fast quote.

How does delivery work?

We aim to deliver your item within 2-5 business days of your order being confirmed. We will do our best to accommodate your delivery preferences if provided at checkout. Once the item is purchased, a text message or email will be sent within 24-48 hours to confirm your delivery date and window. 

The purchaser must be present on delivery otherwise the item cannot be delivered. If you wish to nominate a person on your behalf, this must be done on checkout or an email must be sent within 24 hours of your confirmation text message.

Can I save on delivery and pick up the item myself?

Most items are available for pick up. Simple select 'Pick Up' on checkout, note your date and time preferences, and we'll send you an email or text to confirm.

What happens if my furniture doesn't fit?

Please ensure you have measured your doorways, entrances and lifts prior to purchasing. If you notice that your newly purchased item will not fit, please contact us 24 hours prior to delivery to change your order or request a refund. 

Orders

What is your cancellation policy?

Orders may be cancelled 24 hours prior to delivery or pick up by contacting hello@liloliving.com.au

Do you offer Afterpay?

Not at this time. We use PayPal, which can offer a similar Buy Now and Pay Later service of splitting your purchase into 4 instalments. This is facilitated by PayPal under their terms.