SHIPPING POLICY (AUSTRALIA)
All orders are sent via our courier network. If you’re not home to receive your parcel and the driver feels it’s not safe to leave, a calling card will be left and you can contact the courier direct to organise the re-delivery of your parcel.
PLEASE NOTE: Couriers cannot deliver goods to a post office box.
Latest update on delivery times and Covid delays
Please note orders are currently taking about 10 – 15 business days to process through our partner warehouses, due to reduced staff as a result of social distancing requirements.
Additionally, all couriers are having delays due to lockdown restrictions, reduced flights between States and a surge in freight volumes. Therefore, some courier delays at this time are expected. Please kindly take this into account as these factors are outside of our control.
Our warehouse staff are working very hard to ensure orders are dispatched as quickly as possible, given the many variables due to the current situation. As soon as your order is dispatched from the warehouse we will update you with the courier tracking information.
If stock is coming from overseas to fulfil backordered items, there may be delay of up to eight (8) weeks. We will notify you of any unexpected shipping delays as soon as reasonably possible.
We thank you for your understanding and patience!
General Delivery Terms:
Our couriers will attempt to deliver to the address nominated by you. Delivery is deemed to be effected when:
a) we receive a signed receipt or delivery docket, and/or
b) if that address is unattended, delivery is deemed to have occurred and we may leave the goods unattended in a safe place at that address, and/or
c) if the address of delivery is unattended and we elect to re-deliver goods to you, the receiver or a third party/address, we will charge you for the costs of the re-delivery including any storage costs we may incur. You guarantee to pay any additional charges within seven (7) days of notification;
d) a depot or regional agent does not service a regional location and the receiver must pickup from the local depot
A ‘door to door’ service is not possible in some locations throughout Australia. (e.g. farms, addresses outside of regional towns, etc.). Also, if goods are too heavy or large and a driver cannot safely pickup or deliver the goods on their own, the consignment must be dropped off and picked up from a local depot by the customer.
We make every effort to recycle packaging materials where possible. In order to minimise packaging, we may pack some of your items together. For example, if you order 4 different items, they may be packaged together in one cellophane bag or box. This also helps prevent the items from getting squashed in transit.
GENERAL RETURNS POLICY
If an item is faulty please let us know and we will arrange to have it replaced, however, we do not offer returns for change of mind. So, please make sure you have checked the item details fully or contact us to clarify something prior to purchase.
If you’re not happy with your purchase you may return the item at your own cost within 3 days of receiving your order and we will issue you a store credit. Returned items must be in its original packaging and in original condition in order to receive a store credit. If you would like to return your items, please email us prior to returning at [email protected] and we will give you instructions on how to return the item.
Unfortunately, no exchanges or returns are offered for sale items or back-ordered items.
We reserve the right to refuse any returned items that have been damaged after they are received by you, or if they are not in new condition and original packaging. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.
PayPal Has Your Return Shipping Costs Covered
The Service is available at no additional cost to PayPal account holders who have registered for it. For more information please refer to the PayPal Returns page.
Please note that we take great care in packaging and items rarely arrive damaged. But if any of your items do arrive damaged please contact us within 24 hours of receiving your order and we will (at our discretion) either refund your purchase price or send you replacement items.
We ask that you take a quick picture of the damaged item and email to us at [email protected]. This way we can make every effort to prevent it happening again.
If a package is returned to us marked undeliverable, we will contact you to organise re-delivery at your own cost. If you do not respond, you will be refunded the original purchase price minus the shipping charges.
FLOOR RUG SHIPPING & RETURNS POLICY
Below is our shipping and returns policy for floor rugs. Please take the time to read the following information as it will apply to all floor rug returns.
Floor Rug Delivery Times
Due to COVID social distancing requirements our partner warehouse is experiencing high volumes of orders and the current average fulfilment time is 10 – 15 business days.
PLEASE NOTE TRANSIT TIMES FROM HUNTER EXPRESS COURIER – these transit times do not include weekends or public holidays.
- Sydney, Melbourne, Brisbane, Adelaide metropolitan areas: 13 – 18 Business Days
- Sydney, Melbourne, Brisbane outer metropolitan/regional areas: 14 – 20 Business Days
- QLD, NSW, VIC, SA regional and TAS: 16 – 20 Business Days
- WA and NT: 18 – 27 Business Days
Thank you for your understanding and your patience!
Floor Rug Returns
NOTE: We will need to be notified of your rug issues as soon as you receive your floor rug. If it goes out of the time-frame required, we will not be able to accept the return or issue you a store credit.
Wrong Rug / Manufacturing Faults / Courier Damage
Our policy for Manufacturing Faults/Courier Damage/Wrong Rug claims needs to be addressed within 14 days of receiving the item/s.
Change Of Mind Rug Returns Process
Change of Mind returns excludes ALL sale items, or back-ordered items.
For full priced items, if you change your mind about the rug, we must be notified prior to dispatch from the warehouse, or within 5 days of receiving the item/s.
All Change Of Mind returns incur a 20% handling fee (to cover warehouse staff costs) + the courier freight cost to pick up the floor rug. These amounts will be deducted from the store credit of the rug/s once received, inspected and approved.
Process to Return a Floor Rug and Courier Collection
You will need to advise us which date is suitable for a courier to collect the rug, so we can make a booking for a pick-up.
Please bear in mind we will need 48 hours’ notice to arrange a pickup. Unfortunately, we can’t request a specific time-frame for the pickup to be carried – it will be anytime from 9AM to 5PM on weekdays only.
Once you have confirmed a pick-up date. If there is somewhere safe you can leave the rug outside (must be visible to the driver, but hidden from pedestrians and well sheltered from the elements), please advise us and we can add a note for the courier when we make the collection booking.
Once we’ve made the courier booking, we will forward you a consignment label and a RA (Return Authority) Form. The consignment label will need to be printed and taped to the re-packaged rug for collection, so please make sure you have access to a printer.
Please ensure you have labelled the rug/s to be returned. Without the courier consignment labels, we have no way of tracking the freight, therefore we will not accept responsibility if the rug/s are not correctly labelled and do not end up being returned to our supplier warehouse.
Please ensure the rug is securely wrapped in heavy duty plastic prior to the collection date. You can use the original packaging of the rug or large heavy-duty rubbish bags to entirely cover the item being returned.
If the rug is not ready in time, or a cancellation or change of pickup date is required, we must be notified no later than 24 hours prior to the pickup date. Failure to do so will result in additional freight being charged for the next pickup.
Please note: we cannot honour a store credit or rug replacement for items damaged in return transit due to poor/insufficient packaging or if a rug is returned soiled from use, including food or animal hairs.
Once the rug is returned to us, inspected and approved, we will provide you with the replacement rug or a store credit – this process can take up to 2-4 weeks.