DELIVERY

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Last updated: May 24, 2021

DELIVERY INFO

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.

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 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.

GROUPED SHIPMENTS

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 delivery date range is indicated during checkout, prior to making payment.

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 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 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

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.

Feel free to contact us to get a better understanding of the service in your area and based on the items you have purchased.

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.

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.

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.

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.

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.

RECEIVING ITEMS

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 help.au@castlery.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.

MISSED DELIVERIES

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.

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.

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.