Frequently asked questions

Orders usually leave an Australian warehouse within 1 business day. Delivery to metro areas takes about 6 business days in total; some products show a longer estimate on their page, and regional areas can take a little longer.

Free to eligible postcodes in the Sydney, Melbourne and Brisbane / Gold Coast metro areas. For other locations, the delivery price is calculated at checkout, and you always see the full total before you pay.

Larger items and multi-item orders can arrive in several cartons, sometimes on different days. Each carton has its own tracking number. If something seems to be missing, email us your order number and we'll check for you.

To street addresses in mainland Australia and Tasmania. Because our products are large, we can't deliver to PO Boxes, parcel lockers or collection points. See our Shipping Policy.

Measure the distance between your fixing points and choose a sail 15–30 cm smaller at each corner. Our size guide has a table for every size, and the shade planner on each sail page does the maths for you.

Not sure? Send us a photo and your measurements for a free shade plan.

Rectangle or square on 4 solid points: one Wall Mount Kit. With a tree or a long gap: two 2-point kits (each includes a 5 m rope). Triangle: one 3-point kit. For sails of 4 × 5 m and up, we suggest the 80 mm heavy-duty kits.

No. Your sail fixes to solid points such as masonry walls, structural beams, posts set in concrete or a large tree. If you need new posts, a qualified tradesperson can install them.

Our Oxford sails are water-resistant: installed with a clear slope, they shed light rain. They're not a waterproof roof, so never let water pool on the fabric.

Follow our illustrated installation guide: 12 steps from choosing the fixing points to the final tension.

Our cantilever umbrellas, the 4.6 × 2.7 m rectangle and the 5 m round come with a 100 × 100 cm cross base, to be weighed down with our 4-plate base weights (filled with sand) or bolted down. Our 2.7 m round umbrellas are sold without a base: pair them with one of our 25–27 kg bases.

See the table in our base guide. Each umbrella page also shows the matching bases.

No. Close it when the wind picks up and whenever you leave it for the day.

Plan an afternoon and two people. Our guide walks you through the main steps.

Our retractable pergolas come with ground pins for soil or lawn. On concrete, pavers or decking, use anchors suited to the surface. Gazebo legs should be anchored with pegs or weights before use.

Email us as soon as possible with your order number. If your order hasn't been dispatched yet, we can change it or cancel it with a full refund.

Yes. If anything isn’t right, email us your order number and a few photos: we reply within 24 hours and organise a repair, replacement or refund under the Australian Consumer Law. Please contact us before sending anything back.

All available payment methods are shown at checkout, along with the full total including delivery, before you pay.

Yes. Tell us about your project on our Trade & Bulk Orders page and we'll prepare a quote.