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Last updated: May 18, 2020
We take pride in the manufacture of our furniture and we will do all we can to ensure your purchase is delivered to you on time. All our products are packaged for safe transit and will be handled by professionals.
We work with several delivery partners across Australia to ensure we offer the best delivery value to you and the most secure and on-time delivery service. Your purchase may require multiple deliveries and may be managed by separate delivery partners.
All orders are delivered Monday to Friday and between 9am and 5pm.
LEAVE WAREHOUSE VS DELIVERY DATE
'Leave Warehouse' lead-times shown on each product page indicate the estimated time that your
item will be available for collection by the assigned delivery partner from our warehouse.
After which 'Delivery' to you will be within the approximate timeframes shown in the below table:
||Delivery within (approx. only)
||Leave warehouse day + 1 to 2 business days
|Outer Sydney suburbs, Newcastle & Wollongong
||Leave warehouse day + 3 to 12 business days
|Melbourne & Brisbane Metro
||Leave warehouse day + 3 to 5 business days
||Leave warehouse day + 3 to 12 business days
||Leave warehouse day + 3 to 12 business days
Note: extra transit time may be required for regional areas.
We work with a variety of delivery service providers (such as Australia Post) and specialist delivery partners to ensure the best service for your location.
If your order consists of multiple products, they will most likely have different lead-times. We know you are eager to receive your items, so we usually deliver the items in multiple deliveries based on their availability. However, we also know you are busy, so we are able to group your deliveries to minimise any inconvenience.
During checkout, you have the option to have individual items shipped as soon as they are available or to group all items in your order into one shipment. The number of deliveries and the estimated date the items will leave our warehouse is indicated during checkout, prior to making payment.
TYPES OF DELIVERY
1. Parcel Delivery
Orders only containing selected types of small accessories (e.g. throw cushions, table lamps, etc) will be delivered via Australia Post or other delivery service providers.
To initiate delivery, we will send an email notifying that your order is ready to ship. Tracking information will be included and you may use this on the delivery partner’s website to track your delivery.
This delivery is to the ground floor only and deliveries to any address that require using a lift or staircase will be left at the entrance of the lift or foot of the stairs. If no one is available to sign for the delivery, a card outlining alternative arrangements (such as collection from your nearest Australia Post Office) will be given.
2. Bulky Delivery
There are two types of bulky deliveries which are carried out by different types of delivery partners. Depending on delivery location and size of the item(s) in your order, Castlery will assign the type of bulky delivery to your order accordingly. Please note that we are unable to accommodate requests for a change in the type of bulky delivery assigned to you.
a) One-Person Bulky Delivery
Delivery to areas which are not covered by our specialist delivery partners’ network (i.e. areas outside suburban Sydney, Newcastle, Wollongong, Canberra, Brisbane & Melbourne) are carried out by delivery service providers.
Depending on the size and weight of the item, you may be required to assist the delivery person in carrying your furniture items to your property's ground floor entrance. Note: The delivery person will not bring the items into your house. Unboxing, assembly and rubbish removal are also not part of the service.
To initiate delivery, we will send an email notifying that your order is ready to ship. Please refer to the Delivery Date table for ETA to your area. Tracking information will be included and you may use this on the carrier company’s website to track your delivery.
b) Two-Person Bulky Delivery
For bulky items within suburban Sydney, Newcastle, Wollongong, Canberra, Brisbane and Melbourne, we engage specialist delivery partners.
This service is carried out by a two-person team and includes placing your item in your room of choice. Note: Unboxing, assembly and rubbish removal are not part of this service.
To initiate delivery, the delivery partner will contact you to notify that your order is ready to ship and advise you of the day and time window they propose to deliver. If the proposed date and time window does not work for you, you can contact the delivery partner and work out a different day and time window. On the day of your delivery, you will be contacted before your delivery arrives.
To get a better understanding of the service in your area and based on the items you
have purchased, email firstname.lastname@example.org or call 1300 345 868.
SHIPPING FEES & LOCATIONS
Capped Shipping Per Order
Shipping fees are only charged once per order, and are capped according to the type of the item(s) in your order and your delivery location.
Bulky Delivery Items are assigned a capped bulky shipping fee from as low as $29, depending on your delivery location.
Parcel Delivery Items (e.g. selected types of small accessories) are by default assigned a capped parcel shipping fee from as low as $9.95, depending on your delivery location. Note: If your final order also contains a bulky delivery item alongside parcel delivery items, you will only be charged a capped bulky shipping fee.
This is regardless of whether you choose to group all items into one shipment or choose to have individual items shipped as separate shipments once they are available.
We deliver to metro and suburban areas in most major cities and selected rural and regional areas. To check if we deliver to your location and calculate your shipping fees, simply add any item to cart and type in your post code.
Note: To check whether an item is a Parcel Delivery Item or Bulky Delivery Item, simply refer to the Product Information section of the item’s product page.
AUTHORITY TO LEAVE
You have the option to issue an ‘Authority To Leave’ if you notify us prior to the order being shipped. Issuing an ‘Authority To Leave’ means you authorise the delivery person to leave the items at your address if you are not present to receive it. To use this option, you must have a safe area for the goods to be left. If you choose this option, you agree that Castlery is not held responsible for loss of goods.
UNABLE TO ACCESS REQUIRED AREAS
Please note that it is your responsibility to check that your items will fit through doors, staircases and lifts in their packaging before you place your order. Product dimensions are included in the product description on our website. Failed delivery due to inability to access your abode will result in additional delivery charges.
During delivery, you (the customer) or the 3rd party appointed by you shall inspect the item(s) and the surroundings carefully before the delivery person leaves the premise. Any damage detected should be immediately reported to the delivery person and noted on the delivery copy. You will also need to email us at email@example.com and provide photos showing the damage or fault. We will then reply within 3 business days.
In the event an exchange for the defected piece cannot be made, Castlery reserves
the right to offer a substitute or full refund. All replacement of item(s) will
depend on the next available shipment. Castlery shall not be liable for any
consequences (whether direct or indirect) of the delay in the delivery of the
goods and no such delay shall entitle the customer to treat this agreement as
being repudiated by Castlery or to any comparison.
If you are not present at the delivery address within your allocated delivery slot, a card will be left with contact details to collect your parcel or arrange alternate delivery at which point a re-delivery fee may apply. We do ask that you let our delivery partners know of any necessary changes to your delivery slot in advance, where possible.
RESCHEDULING OF DELIVERY
Our carrier may reschedule the delivery if you are not present to receive the items
even after confirming the delivery dates. For rescheduling of delivery after agreed
delivery, a re-delivery fee may apply.
INCORRECT DELIVERY ADDRESS
All undeliverable orders will be returned to our distribution centre and
restocked. To reschedule for a delivery to the correct delivery address,
we will contact you to arrange for the next available delivery with a re-delivery fee.
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 our home
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.
We cannot deliver to PO boxes or Parcel Lockers because they're usually
too small to accept most of the items we sell. Most of our goods are
delivered by courier or specialist furniture carrier directly to your
door and require a signature upon delivery.
DELAYED SHIPMENT / DELIVERY DUE TO UNFORESEEN SITUATIONS
In the event of delay in shipment due to unforeseen situations, Castlery
reserves the right to reschedule the delivery, subject to availability
of next delivery slot.
No specific time of delivery can be provided. A time frame will be advised
but cannot be guaranteed. Castlery shall not be liable for any consequences
or any loss suffered or expenses incurred (whether direct or indirect) due
to the delay in the shipment / delivery of the goods and no such delay
shall entitle the customer to treat this agreement as being repudiated
by Castlery or to any comparison.
SPECIAL OFFERS (E.G. FREE SHIPPING)
Free shipping may be offered at specified times and on specified
products during special sales events. Where free shipping is offered,
it will only be available on the selected products and to selected
locations. Please refer to "Shipping Fees & Locations" for more
information. Alternatively, enter your postal code in the shipping calculator
on each product page of our website, to check delivery is available in your area.