Shipping & Returns

Shipping Policy

WHERE DO YOU DELIVER TO?

We deliver to all metropolitan areas around Australia.

If you are in a regional area, please check with us before placing your order so we can ensure that shipping is possible. We also offer a free pick up from our Sydney Warehouse (by appointment).

HOW MUCH DOES SHIPPING COST?

Shipping costs are calculated based on the weight of each item within your order. You will see the final shipping total in your shopping cart during the checkout process. 

HOW ARE THE ITEMS SHIPPED?

Once your items are ready to be shipped we will engage a third-party freight company for the larger joinery items, or normal post for smaller items. Usually, deliveries are made during normal Monday to Friday business hours only.

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 1-2 business days. If you have ordered a combination of stock and made-to-order items, all items will arrive with the made-to-order items (longer delivery time).

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 an estimated delivery time. 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. We suggest that you check it immediately for any damage.

HOW CAN I EXPECT MY ORDER TO ARRIVE?

The smaller in stock items (E.g. Handles) will arrive boxed or in an envelope at your door.

Depending on the size of your order and the size of the individual items, your order may arrive in the following ways:

  • Small panel orders only: individually packaged or as bundles delivered to your door.

  • Larger orders (i.e orders including larger items):  these will likely arrive on a pallet and be delivered by truck. The delivery driver will position the pallet as close to your gate (for apartments) or your property boundary (for houses) as is possible E.g. in an entryway, garage or driveway (groundlevel). From there it is the customers’ responsibility to unload the pallet. 

If you require help unloading the larger item orders or need them to be carried inside your property, please let us know at the time of the order. This will need to be requested and accepted in writing and will likely incur additional charges by the freight company.

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. 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 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.