Shipping Information
Orders are usually dispatched within 1–2 business days. We use a range of courier partners depending on the size of your order and delivery location.
Express delivery is not used by default but may be available on request for an additional fee. Please contact us prior to ordering if you need your item urgently.
Tracking is provided once your order is dispatched. Delivery times vary depending on location, but most metro orders arrive within 2–7 business days, with regional areas taking slightly longer.
Our standard delivery method is authority to leave. This means your parcel may be left in a safe place at your address if no one is available to receive it. Once the courier confirms delivery (including tracking and/or photo evidence), the risk transfers to you as the customer. If you prefer to require a signature on delivery, please clearly state this in the Comments section at Checkout. Additional charges may apply.
Returns Overview
You may return most items within 30 days of purchase, for any reason. This timeframe will be extended until 31 December for purchases in November of the same year.
We are happy to provide store credit, exchange or a refund to your original method of payment, minus a 20% restocking fee to offset costs which may have been incurred for transaction fees, shipping, fulfilment and restocking of the purchase. If you choose store credit instead of refund, the restocking fee will be reduced to 10%. Shipping fees will not be refunded. Restocking fees do not apply if your item is returned due to a fault covered under consumer law.
All returns must be received in original packaging, undamaged and in saleable condition. We reserve the right to deny any return based on the condition of the item. Make sure you pack your item securely for return shipping, if a product is damaged in transit we may deny the return.
Customers are responsible for return shipping costs. However, you may be eligible for free return shipping if you purchased the ‘Free Returns’ protection at the time of purchase.
Items which are not eligible for returns include:
- Clearance items
- Personalised products
How to Start a Return
You must complete the return form found in our Returns Portal before mailing back your items. Please pack your return item securely for return shipping, if a product is damaged in transit we may deny the return.
Please ensure you use the same email address and order number from your purchase.
Once we receive your return, please allow 3-5 business days for us to approve and process your return. Once processed, you will be emailed and it may take a further 5-10 business days for your bank to process your refund and funds to become available in your account.
Liability during shipping
Once an order is placed, we will be 100% responsible for ensuring the quality of the item ordered, fulfilling the order in a timely manner, packaging the products safely so that they may be delivered without damage and then surrendering said package to the delivery partner. However, once the package has been taken into the custody of our delivery partner, it is now the responsibility of the mail service to ensure the delivery of the package to the customer.
Responsibility for the parcel transfers to the courier once it has been scanned into their system. For full protection against loss or damage in transit, we recommend adding Package Protection at checkout. By deselecting Package Protection, you agree that we are not liable for lost, damaged, or stolen items.
‘Free Returns’ & Package Protection
At checkout, you’ll have the option to add Free Returns & Package Protection for a small additional fee. This covers you for:
- Free return shipping for any reason within 30 days (restocking fees still apply)
- Protection against lost or damaged items during delivery
If your order arrives damaged or doesn’t arrive at all, and you’ve added Package Protection, you’ll be eligible for a replacement or refund.
Please note: This protection must be added at the time of checkout. If you choose not to add it, our standard returns and transit policies will apply. By deselecting shipping protection, you agree that we are not liable for lost, damaged, or stolen items.
To start a return or claim, you must use our Returns Portal.
Missing or Damaged in Transit
If your order is lost or arrives damaged, please start a claim using our Returns Portal and include order details and photos (if applicable). We’ll open an investigation with the courier, but please be aware that courier investigations can take some time and are outside our control. We’re unable to issue any refunds or replacements until the courier has completed their investigation and confirmed the outcome.
If you purchased package protection at checkout, we’ll ensure your issue is resolved promptly once the investigation concludes, with a replacement or refund as appropriate.
If you opted out of package protection, you’ll need to liaise directly with the courier to resolve any issues. We’ll assist where we can, but we do not accept responsibility for lost or damaged parcels when protection is not selected.
Your Rights
In Australia, all our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to choose a refund or replacement for major problems with goods. Nothing in these terms and conditions purports to modify or exclude the conditions, warranties and undertakings, and other legal rights, under the Australian Competition and Consumer Act and other laws.
When a product or service has a minor problem, we will repair the product for free, replace the product or provide a partial credit to cover your cost of repair. We do not have to offer a replacement or refund for a minor problem, although we may choose to do this.
Faulty or Damaged Items
We take great care in packing all orders to ensure they arrive safely. In the rare case that something arrives damaged, please submit your claim within 3 days of delivery with photos via our Returns Portal so we can assist. Delays in reporting may result in your claim being denied.
We are happy to assist with courier investigations if an issue arises, but we are not liable for parcels that go missing after delivery has been confirmed.
Major problems
A major problem means the product:
- is unsafe
- is significantly different from the description
- has either one serious problem or several smaller problems
- can’t be used for its normal purpose, and can’t easily be fixed within a reasonable time
You may choose to receive a refund or replacement. We will cover the cost of return shipping.
Examples of Major Failures
- Received a different product from that which was ordered
- Many scratches
- Broken board
Minor problems
A minor problem might be something that doesn’t affect how the product is used and can be easily fixed.
Examples of Minor Problems
- Packaging damaged in transit
- Small scratches or chips
- Minor defects in finish
See examples below.
If you believe your item is faulty or damaged, please contact us promptly with your order details and clear photos of the issue. We’ll assess the problem in line with Australian Consumer Law. If there is evidence that the product has been misused, modified, or handled in a way that caused the issue, your claim may be rejected.
Minor cosmetic imperfections
Some products, particularly printed items, may feature small surface marks or minor cosmetic imperfections (such as a tiny dot or slight misalignment) that occur during manufacturing. These are within accepted industry tolerances and do not affect the function or usability of the product. As such, they do not qualify as faults under our returns policy or Australian Consumer Law.
Product variation and natural materials
Many of our products are hand-made or crafted from natural materials such as wood or stone. As a result, variations in colour, grain, texture, or carving are a natural part of the product and make each piece unique. The colour of these items may change over time.
These variations are not considered faults and do not mean the item is significantly different from its description. They are a feature of the craftsmanship and materials used, not a defect.
If you’re not happy for any reason, you’re still welcome to return your item within 30 days, in line with our standard return policy.
Warranty
We stand by the quality of our products and want you to enjoy them for years to come.
All our items are covered by the consumer guarantees under Australian Consumer Law. This means you’re entitled to a remedy if a product is faulty, not as described, or fails to perform as expected under normal use.
While we don’t offer a separate extended warranty, you can expect that, when used and stored under normal conditions, our products will last a reasonable amount of time. If something goes wrong, we’ll always assess the issue fairly and in line with your rights.
If you believe there’s a fault with your item, please contact us as soon as possible with photos and your order details.
Clearance Items
Clearance items are offered at a significant discount due to visible imperfections such as surface marks, scratches, damaged packaging, or other minor cosmetic faults. Some items may also be discontinued or end-of-line stock.
All clearance products are sold as-is, and all sales are final. These items cannot be returned or exchanged, except where required under Australian Consumer Law.
Please read the product description carefully before purchasing.