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Shipping & Returns.

Shipping Policy

WHERE DO YOU DELIVER TO?

We can deliver nation wide all over Australia.

Regional areas will incur additional fees or may require you to collect from a nearby depot. If you are located in TAS, WA, SA, NT or anywhere remote, please contact us before ordering to ensure we can ship to you.

HOW MUCH DOES SHIPPING COST?

Currently our shipping is based on the value ($) of your cart and set in tiers.

If you are ordering unpainted items, it is likely that the standard shipping fee estimated at checkout will not cover the costs. We will advise you of this as soon as possible and send you an invoice for the additional fees required.

 

Additional fees may also apply if:

-you are in SA, WA, NT, TAS

-a regional area

-have difficult access

-you have oversized items (240cm)

-additional handling or manual unloading is required

These costs will be charged to the customer at the time of delivery and will need to be paid before we can ship your items.

 

STANDARD SHIPPING TIERS - NSW, VIC & QLD Metro

Cart Value       Shipping Fee

$ 0 - 25                     $10

$ 25 - 50                   $25

$ 50 - 100                 $35

$ 100 - 150               $55

$150 - 250                $75

$250 - 500               $100

$ 500 - 1000            $150

$ 1000 - 2000          $200

$ 2000 - 3000         $300

$ 3000 - 4000         $350

$ 4000 +                   $400

HOW ARE THE ITEMS SHIPPED?

Once your items are ready to be shipped we will engage a third-party courier or freight company.

It is the customer's responsibility to ensure that the items ordered can be received at their location.

The smaller in stock items (E.g. Handles)

These will arrive boxed or in an envelope at your door and shipped via Australia Post.

Small Joinery orders 

These are packed in Carboard or MDF cases and will be delivered to your door via TNT, Couriers Please or Pack & Send.

 

Large and/or heavy items

These are packed in MDF crates. These are heavy and will need to be delivered by a special freight company (Northline, TNT, Hunter Express or Allied Express).

 

These will delivered by truck, usually with a Tailgate and someone will need to be onsite to receive the delivery and help with access. The courier will contact you beforehand to arrange a convenient delivery date & time. If you are not home and there was an attempted delivery missed, a futile delivery fee will apply and is payable by the customer. If you are unreachable and the crate is required to be returned to us, the customer will be responsible for any return and re-delivery shipping costs.

 

The delivery driver will position the crate as close to your gate (for apartments) or your property boundary (for houses) as is possible E.g. in an entryway, garage or driveway (ground level). From there it is the customers’ responsibility to unload the crate. 

Please note: shipping providers will bring your orders "to your door", they are not required to help you carry the items inside.

In some cases you may need to collect your items from a local warehouse or be charged additional fees (regional orders). If you know you are in a difficult location, please contact us before making an order to ensure we can get the items to you.

Customea is not responsible for any delays caused by the freight company. We are unable to provide any definitive delivery dates and make no such assurances.

Please note that in most cases we have access to the same information as you, so it is best to contact the freight courier directly and quote your tracking number, to receive an update on your delivery.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

This will depend on the items ordered, the location of delivery and the freight company’s availability. 

Items that are in stock (handles) will be dispatched within 2-3 business days.

Items that are made to order (all joinery items) will take 3-4 weeks to be produced. Shipping could take an additional 1-2 weeks. Once your items have been produced and are ready to be sent, we will engage the third-party freight company. You will then receive a tracking number for your shipment. As this is handled by a third-party, Customea will not be held responsible for any delays caused by the freight company.

HOW CAN I TRACK MY DELIVERY?

Once your order is ready, a freight booking is made. You will receive the carrier and tracking details via email as soon as your order has been picked up by the freight company. You can track your order via the freight carriers website using the tracking number provided.

DO I NEED TO BE HOME TO RECEIVE MY ORDER?

Yes, someone will need to be on site to receive and sign for your order. Please check it immediately for any damage.

WHAT IF I’M NOT HOME WHEN MY ORDER ARRIVES?

If there is no one on site at the time of delivery, the freight company will take the items back to their nearest depot and charge a futile delivery fee, which is payable by the customer. Details of how to collect from their depot, or have your order re-delivered at another time, will be left on a card (additional charges may apply).

 

WHAT IF MY ORDER ARRIVES DAMAGED?

You will need to ensure that you check all items that are delivered and let the courier driver know about any damaged items. This needs to be noted by the driver. 

Send pictures of the damaged items (with and without the packaging) and note of day and time of delivery to info@customea.com.au within 7 days of receiving your order. Complaints after 7 days will unfortunately not be accepted. We will get back to you to discuss the replacement of the damaged items.

Return & Exchange Policy

Stocked items (handles) can be returned  or exchanged within 14 business days, only if they are undamaged and still in their original packaging. The customer is responsible for packing the Product so it will not be damaged during the return transportation. The customer is responsible for all costs associated with the return.


For our made-to-order products (joinery),  no returns or refunds can be issued on the basis of an incorrect order or change of mind after 24 hours.


We do not provide refunds for goods damaged through wear and tear.


If you have received a damaged item upon delivery, this will need to be noted by the delivery driver upon receipt and photos (with and without packaging) need to be sent to info@customea.com.au within 7 days of delivery. We will be in touch to discuss replacement items. 

Refunds

We provide refunds for Handles, that have been returned in original condition within 14 business days.

For our made-to-order products (joinery),  no refunds can be issued on the basis of an incorrect order or change of mind after 24 hours.

We do not provide refunds for goods damaged through wear and tear.

If you have received damaged items, we have the right to have these returned to us and to replace these. We do not provide refunds for damaged goods received. 

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