Senno
Senno

Support and Contact

How can I reach customer support? (email, chat, phone, etc.)

You can reach us at

Email address: contact@senno.com.au

Phone: +61 411 829 369

Chatbox: click into the icon on the right corner of the website

How quickly do you respond to messages?
Messages will be responded to right after we receive it, and in less within 24 hours
What are your customer service hours?

Our customer service team is always here for you on weekdays! We do our best to respond to all inquiries within 1 business days.

Messages received after hours or on weekends will be replied to the next business day.

How can I submit feedback or write a product review?
We’d love to hear from you! You can also share feedback directly on the product page, or contact our support team — your input helps us improve and grow.
Do I need an account to place an order?
No, you don’t need an account to shop with us — you can check out as a guest. However, creating an account lets you track orders, view purchase history, and enjoy a faster checkout experience next time.
Will I get an order confirmation email?
Yes! Once your order is successfully placed, you’ll receive a confirmation email with your order number and details. If you don’t see it within a few minutes, please check your spam or promotions folder.
How can I modify or cancel my order?
If you need to make changes or cancel an order, please contact us as soon as possible — ideally within a few hours of placing it. Once your order has been shipped, we’re unable to make changes.
How is sales tax calculated?
Sales tax is automatically calculated at checkout based on your shipping address and local tax regulations. The exact amount will be shown before you confirm your payment.
What should I do if I received a damaged or incorrect item?
We’re very sorry to hear that. Please contact us within 48 hours of delivery with clear photos of the item, packaging, and shipping label to get support asap
How often do you restock items that are currently sold out?
Restock schedules vary depending on the product and supplier. Please kindly contact customer service team to receive the accurate update
Can I pre-order an item that is out of stock?
Yes, you can. Pre-order items will ship automatically once they arrive at our warehouse, and you’ll receive regular updates via email.
Do you offer discounts for bulk or commercial orders?
Yes, we do offer special pricing for bulk or business purchases. Please contact us with the product name, quantity, and delivery location — we’ll provide a customized quote and lead time.
Are you open to business partnerships or affiliate offers?
Yes! We’re always open to exploring collaborations, affiliate partnerships, or wholesale opportunities that align with our brand values. If you have a proposal, we’d love to hear from you.
Who should I contact about a business partnership?
Please email our business development team at contact@senno.com.au . Include a short introduction and details of your proposal — our team will get back to you shortly if it’s a good fit.

Shipping & Delivery

How long does it take for my order to be processed?
We typically process orders within two (2) business days after we confirm your payment
How long will standard delivery take?
Standard delivery usually takes about three to seven (3–7) business days once the item has shipped
Do you offer expedited shipping?
At this time, we do not offer expedited shipping or guaranteed date-specific delivery services
How much is shipping?
Shipping is provided at no additional cost for all items
Where do you currently ship?
We deliver Australia-wide, except for a few very remote postcodes that couriers don’t service directly. If you live in a remote or island area, please contact us with your postcode and we’ll confirm delivery options before you place your order.
How can I track my package?
Orders are shipped via UPS or FedEx, and you will receive a confirmation email with tracking details once your order ships
What if the carrier says my package was delivered, but I didn't receive it?

If the carrier marks the shipment as “Delivered,” please file a claim directly with the carrier, as we are not responsible at that point.

If the carrier issues compensation, we will then provide you with a replacement product or forward the compensation amount

Can I change the delivery address after placing my order?

Once your order has been processed or shipped, changes, including updating the delivery address, are unfortunately no longer possible.

If a package is returned to us because of an incorrect address or an unauthorized refusal of delivery, we are unable to grant a refund.

Please note that customers are generally responsible for all shipping costs involved in returns, and if the package is returned due to an incorrect address, the refund will not be granted.

I only received one package from my combo order

Some combo items are shipped in separate boxes, so you might receive one package first.

The other package(s) are still on the way, please allow a few more days for delivery.

You can check your tracking info for updates or contact us if you don’t receive all items soon.

Why is my tracking stuck on "Preshipment"?
Your package is currently in transit. The carrier may be overwhelmed with shipments and did not scan any progresses up until now. Please wait a few more days to receive the package. If you still haven't received your order after 8 business days, kindly contact us for immediate support.
My tracking hasn't updated in days. What should I do?
Your package is currently in transit. The carrier may be overwhelmed with shipments and has not scanned any progress up until now. Please wait a few more days to receive the package. If you still haven't received your order after 8 business days, kindly contact us for immediate support.
Can I change or postpone my delivery date?

If your order has not yet shipped, please contact our customer service team as soon as possible. We’ll do our best to adjust the delivery schedule based on your request.

Once the order is shipped, delivery times are managed by the carrier, and you may contact them directly to request a new delivery date.

Can I request "signature required" option upon delivery?
Yes, you can request this option before your order ships. Simply contact us right after placing your order, and we’ll do our best to arrange the “signature required” service (subject to carrier availability and additional fees in some areas).
Do you offer White Glove Delivery (in-home setup)?
Currently, most of our products are delivered via standard ground shipping to your doorstep. We are considering developing the in-home setup service .
Can I request personal pick up my package at the post office/carrier facility?

Once your package is shipped, you can contact the carrier directly (such as FedEx, UPS,..) to request a local pickup or “Hold for Pickup” service if available in your area.

Please note that this option is subject to each carrier’s policy and cannot be guaranteed by us.

What if my package arrives damaged?

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What if my package arrives damaged?
We’re very sorry to hear that. Please contact us within 48 hours of delivery with clear photos of the damaged item, packaging, and shipping label to get support asap
What if my package arrives empty/incomplete?

If your package is missing items or arrives empty, please report it to us within 48 hours of delivery.

Provide photos of the package, shipping label, and any items received. We’ll investigate with our 3rd party and support you immediately

My package was delivered to the wrong address, what should I do?

If the tracking shows “Delivered” but you didn’t receive it, first check with neighbors or building management in case it was misdelivered nearby.

If it’s still missing, contact us right away so we can help file a trace or claim with the carrier and resend your order if necessary.

My package was returned for no reason, what should I do?

Sometimes packages are returned due to incorrect addresses or delivery refusal.

Please contact us once you notice the return status — we’ll verify the cause and provide support base on it.

I received an extra package by mistake. What should I do?

We appreciate your honesty! Please contact us and provide the order number or photos of the extra package.

We’ll guide you on the next steps — whether to return it or keep it, depending on the case.

Cancellation Policy

Can I cancel my order?
Yes! You can cancel your order within 3 hours of purchase at no cost, as long as it has not been processed or shipped yet
What if my order has already been processed or shipped?

Unfortunately, once an order has been processed or shipped, cancellations are no longer possible.

You may, however, request a return under our Return & Refund Policy instead

How long does a cancellation refund take?
Approved cancellations are typically refunded to your original payment method within two to five (2–5) business days

Return & Refund Policy

What is your standard return window?
You may return eligible products within thirty (30) days of receiving them
What condition must the product be in for a return?
The product must be new, unused, and in resalable condition, including the original packaging and all accessories
Do I have to pay for return shipping?
Yes, customers are responsible for all shipping costs involved in the return, both to and from our facility
What if I want to return an item after 30 days?

Returns requested after 30 days are generally not accepted.

If our Customer Service Team specifically approves a late return, a 15% restocking fee on the item’s price will apply, and you will still be responsible for all shipping costs

How long until I see my refund?

Once we receive and inspect the returned item, the refund is processed.

Refunds typically take two to five (2–5) business days to appear, depending on your financial institution

Are shipping charges ever deducted from my refund?

Yes, shipping and handling charges are generally non-refundable.

If your original order shipped under "Free Shipping," the actual shipping cost we incurred may be deducted from your total refund amount

In what situations will I not receive a refund?
We cannot grant refunds for items returned without prior authorization, products returned in used or damaged condition, or packages returned because of an incorrect address or unauthorized delivery refusal
What currency will my refund be in?
Your refund will be the same currency used for your original payment. If your bank or card provider uses a different currency, the final amount you receive may vary slightly due to exchange rates or transaction fees applied by your financial institution.
Can the refund be sent to a different card or account?
Refunds can only be returned to the original payment method used at checkout.
Can I return just one item from a combo/bundle?
In most cases, combo or bundle sets must be returned as a complete set to qualify for a refund. If one item from the set is defective or damaged, please contact us — we’ll review the issue and may send a replacement for that specific item.
Are there any restocking fees for returns?
For standard returns within the allowed period, no restocking fee applies. Shipping fees are non-refundable in all cases.
How are the restocking fees decided/calculated?
Restocking fees cover the handling, inspection, and repackaging costs of returned items. They are usually calculated as a percentage of the product price (typically 15%) and may vary depending on the item’s condition and reason for return.

Warranty Policy

Is there a general guarantee on your products?
Yes, we offer a 30-Day Satisfaction Guarantee, which allows returns within 30 days under the conditions outlined in our policy
Which products have a 1-Year Limited Warranty?
Our outdoor furniture under the our brands, as well as hammock frames, are covered for structural and manufacturing defects under standard usage
What is required to use my warranty?

You must have purchased the product new from an authorized Megsu retailer and provide proof of purchase (receipt or invoice).

We also recommend providing photographs of the defective component(s)

What happens if my warranty claim is approved?
If we confirm the defect upon inspection, a replacement will be provided to you at no cost
When does my warranty officially start?
Your warranty begins on the date of delivery
Do I need to register my product for the warranty?
In most cases, no registration is required. Your order information automatically activates your warranty. However, we recommend keeping your order information for quickly requiring future warranty (if needed)
What does your standard warranty cover?

Our standard warranty covers manufacturer defects in materials and workmanship under normal household use.

It does not cover damage caused by misuse, improper assembly, accidents, or natural wear and tear.

If a defect occurs within the warranty period, we’ll repair, replace, or provide parts at no cost to you.

Do you offer any extended or additional warranty plans?

Some products may come with the option to purchase an extended warranty for extra protection beyond the standard coverage.

Please check the product page or contact our customer service team to confirm if extended plans are available for your item.

Will I get a discount if I decline the extended warranty?

Our product prices already include full standard warranty coverage.

Declining an extended warranty does not affect the product price — it simply means your coverage remains under the standard plan.

Is the warranty transferable if I sell the furniture?
Our warranty applies only to the original purchaser and is non-transferable once the item changes ownership. This ensures accurate tracking and support tied to the original purchase record.
How do I submit a warranty claim?

To submit a warranty claim, please contact our customer service team with the following details:

- Your order number

- Photos or videos clearly showing the issue

- A brief description of the problem

Our support team will review your claim promptly and guide you through the next steps for replacement, or parts shipment

Does the warranty cover cosmetic issues like fading or scratches?
The warranty does not cover cosmetic changes such as color fading, scratches, stains, or normal variations in materials over time. These are considered normal wear and tear and may result from daily use or environmental exposure.
Are replacement parts covered under the warranty?
Yes — if a part fails due to a manufacturing defect within the warranty period, it will be replaced at no charge.
Is misuse or improper assembly covered by the warranty?

No. Damage caused by misuse, accidents, incorrect assembly, or modification is not covered under the warranty.

To ensure coverage, please follow the product’s assembly instructions carefully and use it for its intended purpose only.

Do I need to keep the original package for future warranty or return?
Yes, we highly recommend keeping the original packaging for at least the first 30 days after delivery. If a return, replacement, or warranty service is needed, having the original packaging helps ensure the item can be safely repacked and shipped back.

Payment Policy

What payment methods do you accept?
We accept major credit and debit cards (Visa, MasterCard, American Express), PayPal, Shopify Payments, Apple Pay, Google Pay, and other digital wallets available during checkout
When is payment due?
Full payment is required at the time you place your order
What currency is used for purchases?
All prices are listed and processed in A.U.D dollars
What if my financial institution uses a different currency?
If your financial institution operates in another currency, you may incur conversion charges or international transaction fees. These costs are your responsibility
How long do approved refunds take to post?
Approved refunds are issued to the original method of payment. Processing times can vary by financial institution and may take up to ten (10) business days.
Is my payment information secure on your website?
Yes — your payment information is 100% secure. Our website uses trusted payment gateways to ensure that all transactions are safe and your card details remain confidential. We never store or share your full payment information with anyone.
What is your Privacy Policy regarding my personal data?

We take your privacy seriously. Any personal information you provide — such as your name, address, or email — is used only to process your order and improve your shopping experience.

We never sell or share your data with third parties for marketing purposes.