Delivery
Last updated: 1 Mar, 2022
DELIVERY INFO
At Castlery, we take pride in the manufacturing of our furniture. It is our goal to deliver your purchase to you in the quickest and most efficient way possible. All our products are fully packaged for safe transit and will be handled by professional third-party delivery carriers.
We work with several delivery partners across Australia to ensure your order reaches you safely and on time. This may result in your order having multiple shipments from separate delivery partners. Speed of delivery depends on the type of product, product availability, and proximity to metropolitan areas.
You may enter your postcode on any product page to check if we deliver to your area. If your area is currently unavailable, we recommend subscribing to our newsletter or follow us on social media to stay informed about our latest updates.
All shipments are delivered Monday to Friday and between 9am and 5pm.
Please note that it is your responsibility to check that your items will fit through doors, staircases and elevators in their packaging before you place your order. Product and carton/box dimensions are included in the product description on our website. Failed delivery due to inability to access your home will result in additional delivery charges.
SHIPPING FEES & LOCATIONS
Capped Shipping Per Order
Shipping fees are only charged once per order, are capped according to the type of the item(s) in your order along with your delivery location.
Kindly note that shipping fees may differ for selected locations and remote areas.
Key in your postcode in your shopping cart to check if we deliver to your location and also to calculate the basic shipping price fee. It will also be indicated during the checkout process.
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.
For selected postcodes, you may opt for Room of Choice or White Glove with an additional service fee per shipment.
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.
TYPES OF DELIVERY
By default, we provide Basic Shipping. For selected postcodes, you may opt for Room of Choice or White Glove for an additional service fee per shipment.
Basic
Depending on delivery location and size of the item(s) in your order, for orders which only contain selected types of small accessories (e.g. throw cushions, table lamps, etc), they will be delivered via Australia Post or other carrier companies. For bulky items, you may be required to assist the delivery person in carrying the item(s) to your property’s ground floor entrance. Kindly note that the delivery person will not bring the item(s) into your home. This service does not include unpacking, assembly or rubbish removal.
To initiate delivery, we will send an email notifying that your shipment 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 will be given.
Note: The delivery person will not bring the items into your home. Unboxing, assembly and rubbish removal are also not part of the service.
Room of Choice
We will deliver your item(s) to the room of your choice within your home. This service does not include unpacking, assembly or rubbish removal.
To initiate delivery, the delivery partner will contact you to notify you of the earliest delivery date and time window. On the day of your delivery, you will be contacted before arrival.
White Glove
As of Mar 1, kindly note that due to extreme weather conditions, White Glove services will be temporarily on hold for all Queensland orders. The safety of our delivery partners and community remains our utmost priority, and we will continue to provide updates as information becomes available. Thank you for your understanding.
We will deliver your item(s) to your room of choice as well as unpacking, assembly of item(s) and rubbish removal. This service does not include installation of fixtures or anti-tipping kit, moving or disposal of your old or existing furniture.
To initiate delivery, the delivery partner will contact you to notify you of the earliest delivery date and time window. On the day of your delivery, you will be contacted before arrival.
Note: Please measure and ensure that your items will fit through doors, staircases and elevators in their packaging before you place your order. If we are unable to get your furniture into your home, you will be responsible for redelivery fees if you choose the products to be redelivered at a later date, or the return shipping and warehouse restocking fees if the order is cancelled. Upon arrival, our delivery partners will deliver your products based on the selected service options.
In addition, please protect your flooring and surroundings from potential damages prior to the delivery. Our delivery partners will not be responsible for any flooring or surrounding damages. Delivery personnel are not permitted to move existing furniture present in your home.
To get a better understanding of the service in your area based on the items you have purchased, feel free to contact us.
RECEIVING ITEMS
Upon delivery, you or a third party appointed by you shall inspect the item(s) and the surroundings carefully before our delivery partner leaves the premise. Any damage detected should be immediately reported to the delivery partner and noted on the delivery document. Please contact us and provide photos showing the damage or fault. We will reply within 2 business days.
Castlery reserves the right in its absolute discretion to determine whether a product or a component of a product has failed due to a defect or wear and tear. Such replacement or repair is offered by Castlery at its sole discretion. In the event that an exchange for the defective piece cannot be arranged, Castlery reserves the right to offer a substitute or full refund. 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
We work with a variety of delivery service providers to ensure the best service for your location.
If your order consists of multiple products, they will most likely have different lead-times. To ensure you receive your items at its soonest, depending on each item’s estimated delivery, you may have multiple shipments within an order. if you prefer to group your deliveries, you will also be able to do so upon checkout.
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 delivery date range is indicated during checkout, prior to making payment.
ESTIMATED DELIVERY DATE
‘Estimated Delivery’ lead-times shown on each product page indicate the estimated date range you can expect the item to arrive at your delivery location. This lead time includes time taken for stock movement from manufacturing locations to our warehouse (this includes factors such as whether an item is made-to-order), and last mile delivery to your door.
Simply enter your postcode on any product page to see an estimate of when you can expect to receive the item. Please note that these dates are an estimate and may be subject to potential unforeseen delays, if any.
Want us to hold off your delivery date because your home is not ready? Simply place your order and contact us to process this request. We strive to respond to your request within one business day.
SCHEDULING AND TRACKING OF SHIPMENTS
You will receive an email notification when your shipment has left our local warehouse.
For delivery by Australia Post/Startrack, you will be provided with the tracking information in the email.
For delivery by our specialized carriers, you will be contacted to confirm a delivery date and timeframe.
DELAYING/HOLD SHIPMENTS
Need us to hold your shipment because your home is not ready? Simply place your order and upon receiving your order confirmation email, feel free to contact us to process this request.
If you are not ready to receive your order, Castlery will honour holds for any shipment for 2 months, with no charge. Requests must be made within 24 hours from when the “Shipment Preparing” e-mail is sent out. If we do not receive a request to hold the order within that 24-hour time frame, the order will be processed.
We can provide 2 months free storage for all shipments. The 2 months free storage begins from when you receive the “Ready to be scheduled” e-mail and/or when attempt of delivery scheduling begins.
After the 2 months' free storage period, storage charges will be at 5% of the item value per month and subjected to GST.
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.
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.
REDELIVERY FEE
Any last-minute changes for scheduled delivery dates must be requested 3 business days prior to your confirmed delivery. Any last-minute requests after said timeframe will be subject to a re-delivery fee.
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.
MISSED DELIVERIES
Our delivery partners will contact you to schedule your delivery slot. During the day of delivery, if you are not present at the delivery address within your allocated delivery slot, our delivery partners will wait for 15 minutes before they leave. All undeliverable orders will be returned to our distribution center 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 charged. We do ask that you let our delivery partners know of any necessary changes to your delivery slot in advance.
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.
SIGNING OF PROOF OF DELIVERY RECEIPT (POD)
A POD is not simply a receipt of delivery, but an acknowledgment that the goods arrived intact. All too often, PODs are signed without inspecting your delivery.
We advise confirming that the shipment was intended for you, that the entire order has been delivered, and that it was delivered undamaged.
Anything not indicated on this form before signature will result in Castlery being unable to authorize any damage claims after your driver has left.
Please follow this checklist we have created for you to follow before the Point of Delivery (POD) is signed:
Checklist:
1. Please check all cartons for visible damage.
2. Please confirm you have received the correct items as per the POD and the delivery order.
3. If you have White Glove delivery: Please wait until all items have been assembled and there is no visible damage to the items. Then sign off on POD.
4. If there is serious damage to a carton, please point it out to the delivery driver.
5. If there is damage: Please take photos of the damage and cartons.
6. Please indicate any property damage caused by delivery on the POD. We will need to photographs to document the damage.
After you’ve gone through your entire shipment and documented any issues, you may obtain the driver’s signature or initials next to your notes about the damaged items on the POD.
*Please do not dispose cartons until the issue is resolved.
DELIVERY RESTRICTIONS
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.