Delivery

Last updated: 11 June, 2024

ECO DELIVERY — PARTNERSHIP WITH MAERSK

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In line with our support for sustainability, we are partnering with Maersk through their ECO Delivery initiative to reduce greenhouse gas (GHG) emissions from ocean freight. Through this initiative, we have pledged green fuels* equivalent to 80% of our current shipping volume, which actively contributes to reducing ocean freight GHG emissions by 5,000 metric tons.

​ What This Means for You ​

Your Castlery order will support the transition to green fuels and reduce GHG emissions at no extra cost to you.

​​ How It Works​

For our shipments, Maersk replaces fossil fuels on its ships with green fuels* like green methanol or second-generation biodiesel based on waste feedstocks. The amount of carbon savings is calculated based on the energy used to move the containers, as reported by Maersk and verified by 3rd parties from Smart Freight Centre.

​​ Maersk defines ’green fuels’ as fuels with low (65-80%) to very low (80-95%) GHG emissions over their life cycle compared to fossil fuels​

Read more about Maersk ECO Delivery here.

DELIVERY INFORMATION

At Castlery, we’re committed to getting your furniture to you quickly and smoothly. We take great pride in the way we manufacture our products, and we understand how important it is for them to reach you in perfect condition. That's why we collaborate with reliable third-party delivery carriers who handle fully packaged items with utmost care. This means we have established partnerships with multiple delivery partners throughout Australia to ensure the safe and prompt delivery of your order. As a result, your items may be shipped in multiple shipments from different delivery partners.

The speed of delivery depends on various factors, including the type of product, its availability, and your proximity to metropolitan areas. Our goal is to make sure you receive your order as efficiently as possible.

Shipments are delivered Monday to Friday between 9am and 5pm.

We understand that this may not be convenient for everyone so we apologise for any inconvenience caused. However, we are actively working to explore additional options and flexible delivery arrangements to better suit our customers' needs.

SHIPPING FEES, LOCATIONS, SPECIAL OFFERS

Shipping Fees

We offer capped shipping fees per order, varying by item type and delivery location.

Enter your postcode in the shopping cart to check delivery availability and calculate basic shipping fees. The fee will also be shown during checkout.

Locations

We deliver to all capital cities except Hobart and Darwin. There are other regional and remote areas that we do not deliver to. To check, enter your postcode on any product page.

We are sorry If your area is not currently available but sit tight as we want to be able to deliver to your home soon.

Special Offers (e.g., Free Shipping)

Free shipping may be offered during special sales events on selected products and to specific locations.

TYPES OF DELIVERY SERVICES

We offer different delivery options to suit your needs. By default, we provide Basic Shipping.

For selected postcodes, you can choose Room of Choice or White Glove for an additional fee per shipment.

Basic Delivery (delivered to the main entrance on ground level):

• Small accessories are delivered by Australia Post or other carriers.
• Bulkier items may require assistance to your property's ground floor entrance.

Does not include: delivery to your room of choice, unpacking, assembly, or rubbish removal.

Room of Choice (ROC) Delivery

We deliver your items to the room of your choice within your home (includes 2 flights of stairs).

Does not include unpacking, assembly, or rubbish removal.

White Glove Delivery

We deliver your items to your chosen room (includes 2 flights of stairs), unpack them, assemble them, and remove associated rubbish.

EXCLUSIONS

For certain postcodes, we regret to inform you that additional services such as Room of Choice or White Glove are currently unavailable. If you require assistance or have any questions regarding this matter, please don't hesitate to contact us. We are here to help!

RECEIVING ITEMS

Inspect items and surroundings upon delivery and report any damage to the item or your property directly to the delivery partner and contact us with photos.

We will respond within 2 business days.

We reserve the right to determine if a defect or wear and tear caused a product or component to fail.

Replacement or repair is offered at our discretion and within your consumer rights and guarantees. If an exchange is not possible, we may offer a substitute or full refund, depending on inventory availability. All repair or replacement of item(s) will depend on inventory availability. 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.

GROUPED SHIPMENTS

During the checkout process 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 delivery date range is indicated during checkout, prior to making payment. Please remember that each shipment has individual options for delivery services (i.e. White Glove) for extra costs per shipment.

DELAYING/HOLDING SHIPMENTS

Contact us to hold your shipment if your home is not ready. Holds are honoured for two (2) months with no charge. Requests must be made within 24 hours from placing your order. If we do not receive a request to hold the order within that 24-hour time frame, the order will be processed and any changes may incur fees. For item(s) that are not in-stock, the request may be made up till 7 business days before the promised delivery date range stated on your order confirmation email. Storage fees apply after 2 months and is calculated at 5% of the item value per month and subjected to GST.

DELAYED SHIPMENT/DELIVERY:

We reserve the right to reschedule delivery due to unforeseen circumstances. Specific delivery times cannot be guaranteed. We are not liable for any consequences or losses due to delivery delays.

AUTHORITY TO LEAVE

You can issue an 'Authority to Leave (ATL) if you notify us prior to the order being shipped. you can authorise the delivery person to leave your items at your address in case you're not present. By choosing this option, you confirm that you have a safe area for the goods to be left. It's important to note that Castlery cannot be held responsible for any loss of goods if you select the Authority to Leave option.

ADDITIONAL CHARGES FOR REDELIVERY

Any last-minute changes to scheduled delivery dates must be requested at least 3 business days prior to your confirmed delivery. Requests made after this timeframe may be subject to a re-delivery fee.

Access

Please check that your items will fit through doors, staircases, and elevators as soon as possible. Product dimensions, including carton sizes, are provided on our website. If an unsuccessful attempt has been made to deliver into your home, then delivery costs have been incurred. Therefore;

• Failed delivery due to accessibility issues incurs a flat rate charge of $100 and will be charged for any subsequent redelivery.

Missed/Failed Delivery – Not At Home

Our delivery partners contact you to schedule your delivery slot. If you are not present at the delivery address within your allocated and confirmed delivery slot, our delivery partners will wait for 15 minutes before leaving. All undeliverable orders will be returned to our distribution centre and restocked. To reschedule a delivery, we will contact you to arrange the next available. As your order has already been shipped and is onboard with a driver, delivery costs have been incurred, therefore;

• Where customers are not in attendance during the arranged delivery window, a flat rate charge of $100 will be charged for any subsequent redelivery.

Incorrect Delivery Address

All undeliverable orders will be returned to our distribution centre and restocked. To reschedule a delivery to the correct address, we will contact you to arrange the next available. As your order has already been shipped and is onboard with a driver, delivery costs have been incurred, therefore;

• Where customers have provided incorrect delivery details, a flat rate charge of $100 will be charged for any subsequent redelivery.

SIGNING OF PROOF OF DELIVERY RECEIPT (POD)

The Proof of Delivery (POD) is more than just a receipt of delivery; it is an acknowledgment that the goods arrived intact. Before signing the POD, we recommend following this checklist:

1. Check all cartons for visible damage.
2. Confirm that you have received the correct items as per the POD and delivery order.
3. For White Glove delivery: Wait until all items have been assembled and inspect for any visible damage before signing off on the POD.
4. If there is serious damage to a carton, bring it to the attention of the delivery driver.
5. If there is any damage, take photos of the damage and cartons.
6. Indicate any property damage caused by delivery on the POD, and provide photographs to document the damage.

Once you have inspected the shipment and documented any issues, you can obtain the driver's signature or initials next to your notes about any damaged items or property on the POD. Please refrain from disposing of the cartons until the issue is resolved.

DELIVERY RESTRICTIONS

We reserve the right to refuse delivery to specific locations for items that we consider at high risk of loss or damage, as well as areas that are inaccessible with our home delivery services. In such cases, you have the option to use your own couriers for delivery, but please note that you will be responsible for any insurance coverage for loss or damage caused during delivery.

Please be aware that we cannot deliver to PO boxes or Parcel Lockers. Our goods are typically delivered by courier or specialist furniture carriers directly to your door, requiring a signature upon delivery.