Delivery Fees: Delivery fees and times vary for different products and are calculated based on the size and weight of your order and its destination. The delivery price for each order will be displayed during the checkout process, prior to payment and order confirmation and included in the total price of your order. Changes made to delivery address or delivery time after placing an order may incur additional charges, which we reserve the right to request to add to your original delivery charge. Delivery estimates calculated at checkout are based on delivery to the front door. Our courier service is unable to deliver to PO Boxes or Parcel Lockers, we will need to send these items via Australia Post and additional charges may be payable by you for this service.
Delivery time: Typically, items listed on the website will be dispatched from our warehouse within 24 to 72 business hours. In some cases the estimated dispatch time frame will be longer, for example where items are made to order. From time to time the delivery of specific items will exceed our usual stated delivery window for reasons outside our control. We work hard to process all orders as quickly as possible and we will send you an email to let you know when your item has been dispatched by us or if we anticipate delays.
Risk in the products passes to you on commencement of delivery. We do not accept liability for any loss, theft or damage to the products after delivery.
Delivery methods & locations: We work with a number of delivery partners and courier companies in order to deliver nationwide; in some cases this may be handed to a third party to ensure remote areas can be accommodated. Your order will be delivered to the delivery address provided by you during the checkout process or as updated through our Customer Care team after your order is finalised.
For larger high value items, we may be able to offer alternate delivery service, however this is not available for all items and all areas. Our customer care team can confirm if this is available to your order and area, applicable fees and charges will apply for this service.
Our delivery partner may leave a card at the address and you will need to pick up the delivery from your local Australia Post outlet, parcel connect outlet or contact the courier company to arrange for re-delivery.
We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and also areas that are inaccessible with standard courier and delivery services. In this case, you may choose to have an item delivered using your own couriers, in which case all insurance for loss or damage to the order caused by the delivery will be your responsibility.
You agree to pay any shipping and handling charges presented to you at the time you make a purchase.
We deliver most products Australia-wide. In some cases, we will only be able to deliver products in metropolitan areas. This information will be shown on the product listing. We are not able to accept orders for international delivery at this time.
Parcel Lockers: Due to ongoing issues with Parcel Lockers we no longer offer shipping to parcel lockers
Free Delivery: Free delivery applies to products marked “free delivery” only. If you purchase a product that doesn’t have free delivery then you will be charged the delivery fee for that product.
Delivery failure: It is important that you verify your information is correct before placing your order, especially your delivery address. If the address provided is incorrect and the package is returned, you will be billed for the additional shipping charges in order for your delivery to reach you. You agree to this by placing an order with us, we reserve the right to pass on applicable charges to you if you provide wrong address information. We also require a contact phone number, which may be used by the courier to arrange delivery. If we and our delivery partner have been unable to deliver your order due to your error or fault after 21 days or 2 attempts (whichever is sooner), we reserve the right to cancel your order. In these circumstances we will refund you the price of your order, less the delivery and handling fees incurred by us.
Returns and Refunds
Unfortunately, and despite our best efforts, items are occasionally damaged in transit. If you notice that an item is damaged when it is delivered to you, please contact us within 5 days of delivery with clear digital photos showing the damage. Our customer care team will advise you on the next steps.
The type of remedy we offer will depend upon the circumstances. We may arrange to replace the product (subject to availability), provide you with a partial or full refund of the purchase amount. If we require you to return the product to us, we will pay the cost of the return.
You may return any damaged on delivery or faulty goods to us within 5 days of the date you received it. You must lodge a return request via our contact us page with your name and order number and our customer care team will arrange the return delivery on your behalf. The return shipping costs will be automatically deducted from the refund on your returned item.
Items returned must be in ‘as-new’ condition. This means you have not used, or damaged any of the items. Please return items secured in their original packaging if possible.
After we have received your item and confirmed it is in ‘as-new’ condition, we will issue you with a refund or store credit of the purchase price less the initial delivery fees and return delivery fee. If we cannot be satisfied that you purchased the product from us then we will not accept your product for return.
We will not accept returns delivered in person to our offices. Any return received at our warehouse without prior notification may be subject to a handling and re-stocking fee.
Refunds: We will refund you for returned products within 48 hours of receiving the item at our warehouse. You will be refunded for the price of the product only, we do not refund for shipping charges.