What is Lilo Living all about?
Lilo Living is an online marketplace for buying and selling quality, gently used household furniture. We manage the process so you don't have to. We quality check and deliver pieces to the exact spot in your home, and we even assemble free of charge!
Are you licensed?
Yes! 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).
Can I have a tax invoice for my purchase?
Yes! We are GST registered. Your order will include tax as a seperate line item.
Why should I buy from Lilo and not Facebook Marketplace or Gumtree?
We think you should buy used furniture items from whatever platform, marketplace or brick and mortar store you wish. It is our aim to remove as many of the barriers to purchasing second hand as possible to make the process as easy and seamless and feel the same way you do when buying new. With that aim, we hope that more and more people embrace pre-loved furniture.
What have you got against new furniture?
We love new furniture! It is our view that if you have a sense that you are settled in your home and are in a financial position to purchase new quality, Australian designed and/or made furniture, then you should absolutely do so!
Can I sell my furniture with Lilo?
Yes! We offer two ways to sell your items with Lilo - via our Consignment offer or Full Service offer. Click here for more details.
I thought you sold secondhand, why do you also sell ex-display and seconds?
Two reasons. We exist to solve problems and retailers, particularly smaller retailers, can have a tough time trying to move ex-display, seconds or customer returns. We also want to give you, as the buyer, access to the huge range of quality items that are not considered new at the hard to beat prices so you have as many options as possible to design your unique spaces and home.
Items
Can I view the item before buying?
Yes! However, only some items are available for inspection. Please check the listing description. For those that aren't, we make every effort to provide detailed and accurate descriptions, all measurements and images and videos to ensure you are comfortable prior to purchasing. We offer a money back guarantee if the item isn't 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?
Yes! Depending on the item. Please check the listing and select Pick Up on checkout. We will be in touch with the Pick Up address post purchase.
Are the photos accurate?
There are a number of photos available from various angles and a descriptive video in some cases.
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?
Due to the pre-loved nature of the products, we rely heavily on the information provided by the original owner and do our best to verify this information where ever possible.
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?
Yes! Well, sort of. We offer two ways to sell your items with Lilo. One is via consignment and one is for full service. Click here for more details.
Will you source pre-love furniture especially for me?
Yes! If you are renovating or have just moved into a new home and are needing a room or multiple rooms furnished with quality, gently used furniture, we are more than happy to source specifically for you. Email us at hello@liloliving.com for a friendly chat.
I need interior design assistance. Can you provide this for me?
We are looking to add interior design inspiration with our own products in the very near future. If there are any budding designers looking to specialise in preloved furniture, please drop us an email as we'd love to hear from you.
Returns
Can I return my product if I change my mind?
Unfortunately we are unable to accept returns for change of mind.
If you decide you don't like the item you've received, even though the item is as described, we'll help you resell it at zero cost. Just relist the item, and when it sells, we'll ensure you receive the full amount.
Can I get a refund if the product isn't as described?
Yes! Every effort is made to present the product as is through description, photos and/or video. 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?
We offer a White Glove Delivery service, which means items are delivered to inside your house to your desired spot, and assembly of the item is included in the delivery fee. Delivery fees are either $79 or $129, depending on the suburb. Find out if we service your area and what the associated delivery fee is here.
How does delivery work?
We offer a White Glove Delivery service 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?
Yes! Some, if not most items are available for Pick up. Select pick-up on check out and 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 prior to delivery to change your order or request a refund. If your order is out for delivery, unfortunately we will not be able to deliver the item. We will refund the item cost however the delivery fee will be non-refundable and a restocking fee may apply.
Orders
What is your cancellation policy?
As we are a small business, we can facilitate cancellations up to 24 hours prior to delivery. Within 24 hours, 50% of the delivery fee will apply to cover costs.
Is there a minimum order?
There is a minimum order of $250. Items under $250 are stocked as add-on items to help complete your desired look.
Do you accept afterpay?
Not at this time, the fees are cost prohibitive on our end unfortunately. PayPal offers a similar Buy Now and Pay Later service of splitting your purchase into 4 instalments over 6 weeks that you may wish to look into.
