Prices, payment and GST
We use industry standard encryption to keep your personal information secure throughout the payment process. We do not permanently store your credit card or bank information. We will not be liable for any damages or losses (whether direct or indirect) caused if your card is used fraudulently by someone else, except to the extent such loss or damage is caused by our negligence or wilful misconduct.
In an effort to prevent fraudulent use of credit cards or other payment options, we reserve the right to conduct and implement fraud detection processes to check the legitimacy of the order and payment method. This process may include requesting proof of identity and a formal validation check on the credit card and account. However, we do not guarantee that we can prevent the fraudulent use of such information by unauthorised third parties. Orders undertaking a formal check will be placed on hold until we have received confirmation that the transaction is legitimate. If we are not satisfied that an order is legitimate, we may decide to cancel the order.
Delivery fees and times vary for different products and are calculated based on the size and weight of your order, the number and type of products in the cart, where the products are shipping from, 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 by you to the delivery address or delivery time after placing an order may incur additional charges. Delivery estimates calculated at checkout are based on delivery to the front door of a ground floor. If delivery of an order will result in unacceptably high freight charges to us, we reserve the right to contact you after your order is placed to request further delivery fees or to cancel your order prior to dispatch. If we cancel your order in these circumstances, we will issue a full refund to you.
Each product listing includes the estimated dispatch time frame for that product. Typically, items listed on the website will be dispatched from the relevant 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 generally contact you to let you know when your item has been dispatched by us or if we anticipate delays.
Delivery methods & locations
We work with a number of third party delivery providers in order to deliver our products nationwide. 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 and before your order is dispatched.
For larger high value items, we may be able to offer an alternate delivery service. However, this is not available for all items and all areas. Our Customer Care team can confirm if this is available for your order and area. Additional fees and charges will apply for this service.
We cannot deliver to PO boxes or Parcel Lockers because they’re usually too small to accept most of the products we sell. Most of our products require a signature upon delivery.
Our delivery provider may leave a card at the address and you will need to pick up the delivery from an Australia Post outlet or contact the delivery contractor to arrange for re-delivery.
We reserve the right to refuse delivery to specific locations for items we consider to be 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 title and risk in the products will pass to you at the time we deliver the products to your courier and you will be responsible for all insurance for loss or damage to the order caused by the delivery.
In some cases, we will only be able to deliver products in metropolitan areas. This information will be shown on the product listing on our website. We are not able to accept orders for international delivery at this time.
Change of mind returns
If you change your mind, you may return the product to us within 30 days of the date you received it and we will issue you with a store credit.
You will be responsible for the shipping costs for a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes any costs you incur for us shipping the product to you in the first place and the cost of shipping the product back to us. You can contact us with your name and order number and our Customer Care team will arrange the return for you.
Products returned for change of mind reasons must be in ‘as-new’ condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the
To arrange a return, please contact us for assistance.
Faults and damages
If a product arrives and the packaging or the product itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately.
If you notice after a product arrives that it is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 days of receiving your delivery.
The best solution to any product fault depends on the nature of the fault itself. The products you purchase from us also come with guarantees under the Australian Consumer Law which cannot be excluded. We will work collaboratively with you to find a solution that meets your rights under the Australian Consumer Law. However, you will not be entitled to a remedy for:
- Normal wear and tear
- Damage arising from improper assembly or modification (except if we or our contractors are responsible for the assembly)
- Damage arising from abnormal use or abuse
- Damage, wear and tear you cause after delivery (e.g. fabric, leather or timber)
- Damage resulting from a failure to take reasonable care to prevent the product from being of acceptable quality
- Damage to external or product packaging only
- Damage occurring during your own handling and transportation of goods