Delivery & Return
Terms and Conditions of Delivery and Returns
When you buy, you should choose carefully.
We want to be extremely fair to you and believe our policies go beyond what is required by law on behalf of you the customer. Our commitment is to ensure you are happy with our service and our products, but please read our Terms and Conditions below to make it easier for you.
Our Products
We endeavour to ensure that all the products on our website are accurately described. Unfortunately, on some occasions it is possible that our website will contain errors and we reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order. In some cases, the products we offer for sale are handmade or made from natural or organic materials, and there may be small variations between the product image(s) and the product you receive. This will always be stated on the individual product listing. We endeavour to ensure that all colours are displayed accurately, but you should be aware that colours may appear slightly differently on different displays and screens. The shade of colour from screen to screen is not a fault or error. This will be classified as a change of mind and returning items based on change of mind will be at the expense of the customer.
To the extent permitted by applicable law, we do not warrant that the product descriptions, colours, information or other content available or offered on our website are accurate, complete, reliable, current or error-free, nor do we make any warranty about the standard or quality of any of the products offered via our website.
Our website changes regularly
We will use reasonable endeavours to ensure our website contains accurate information and content, however, we reserve the right to update our website as soon as an inaccuracy or error is brought to our attention.
Your order
After you have placed your order and, you will get an order confirmation that represents we have received your order. You will also be notified by email once we dispatch your product(s).
If delivery of an order will result in unacceptably high freight charges, we reserve the right to contact you to request further shipping fees or to cancel an order prior to dispatch. If we cancel your order in these circumstances, we will issue a full refund to you.
In the unlikely event that a product is unavailable, we reserve the right to cancel your order prior to dispatch. We will contact you by email as soon as possible to let you know. You may have a store credit or a refund for the unavailable product's value. We reserve the right not to accept your order in the event that we are unable to obtain authorisation for payment, where we suspect fraudulent activity, or where you do not meet the eligibility criteria set out or otherwise contemplated within these Terms and Conditions of our website. We reserve the right to refuse to process or refuse service to anyone at any time at our sole discretion.
Prices, payment and GST
All prices displayed on our website are in Australian dollars and include GST. All payments are processed in Australian dollars. We accept payment by various methods, including credit cards, PayPal, and other payment options, as displayed on the website and during the checkout process.
Prices are subject to change, effective immediately upon posting to our website or other form of notification.
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Delivery Fees
Delivery fees and times vary for different products and are calculated based on the size and weight of your order and its destination from our Melbourne based warehouse.
The delivery fee for each order will be displayed during the checkout process, prior to payment and order confirmation and included in the total price of your order. Changes made to delivery address or delivery time after placing an order may incur additional charges, which we reserve the right to request to add to your original delivery charge.
Delivery estimates calculated at checkout are based on delivery to the front door of a ground floor. Approval for requests to have items delivered past this point must be requested prior to an order being placed. This is a request and cannot be guaranteed. The request is based on courier availability and payment of this service.
To see the fees for shipping, simply add items to your shopping cart, enter your postcode and a shipping cost estimate will be displayed. Final shipping costs are shown “in cart” during the checkout process, before the final payment step.
Our best price shipping fees are calculated based on a number of factors including the size, weight and number of items in your order, where your items are shipping to from our Melbourne based warehouse.
Free shipping
Free shipping, offered at specified times and on specified products, applies to VIC, NSW, and selected zip codes for Brisbane and Gold Coast.
Delivery Times
Typically, items listed on the website will be dispatched from our warehouse between 24 to 72 hours. From time to time the delivery of specific items will exceed our usual stated delivery window for reasons outside our control or due to the workload on our delivery partners.
We work hard to process all orders as quickly as possible and we will send you an email to let you know when your item has been dispatched by us or if we anticipate delays.
Delivery Methods & Locations
We work with a number of delivery partners and courier companies in order to deliver nationwide. Your order will be delivered to the delivery address provided by you during the checkout process or as updated through our Customer Care team after your order is finalised.
Delivery is to a ground floor; if the delivery is in a multi-story building the delivery company will not travel past the ground floor front door.
For larger high value items, we may be able to offer alternate delivery service, however this is not available for all items and all areas. Our customer care team can confirm if this is available to your order and area, applicable fees and charges will apply for this service.
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.
Our delivery partner may leave a card at the address and you will need to pick up the delivery from an Australia Post outlet or contact the courier company to arrange for redelivery.
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 standard courier and 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.
Delivery of Large, Heavy or Fragile items
Items that are large, heavy or fragile and require the specialist skill and care will be delivered by one of our contracted specialist carrier partners.
You will be contacted prior to delivery to confirm a delivery day. If the proposed day is not suitable, please contact our delivery partner to arrange an alternative delivery date.
The delivery team are able to go up two flights of stairs and deliver your item into the room of your choice subject to any indemnity policies to enter your premises that our carrier partner’s may require. In the event that you do not agree to the indemnity policy that the carrier may require you to sign, then you agree to accept delivery of your order to the front door of your premises.
Goods can be delivered higher than two flights of stairs if there is access to a lift that can be used for deliveries and the lift has sufficient space/capacity to carry the goods safely without the risk of damaging the lift or the goods.
We kindly request that you clear the way for our team prior to delivery to ensure they have unobstructed access to complete your delivery quickly and safely.
Delivery will usually occur Monday to Friday (8am to 5pm) but could occur outside of these hours. The carrier will do their best to keep you informed along the way as to when your delivery will arrive.
First-time delivery
If you can’t be home to receive your delivery, we encourage you to authorise couriers to leave parcels in a safe place out of the weather. Authorising couriers to leave parcels in a safe place, is known as an “Authority to Leave” (ATL). You can provide this instruction during checkout.
This will allow you to receive your goods first-time and avoid the hassle of missed deliveries and re-deliveries.
If you prefer not to allow us to leave your delivery in a safe place, we will require authorisation on delivery. Due to contactless delivery polices that may be in place from time to time, the delivery team will ask for your name and sign on your behalf.
Multiple shipments
If your order includes multiple items, we may ship your items separately, at no additional cost to you, to ensure your products reach you as quickly as possible.
Delivery Failure
It is important that you verify your information is correct before placing your order, especially your delivery address. If the address provided is incorrect and the package is returned, you will be billed for the additional shipping charges in order for your delivery to reach you. You agree to this by placing an order with us, we reserve the right to pass on applicable charges to you if you provide wrong address information. We also require a contact phone number, which may be used by the courier to arrange delivery. If we and our delivery partner have been unable to deliver your order due to your error or fault after 1 attempt, we reserve the right to cancel your order. In these circumstances we will refund you the price of your order, less the delivery and handling fees incurred by us.
30 Day Return Policy
If you change your mind, you may return the items to us within 30 days of the date you received them. Contact us by email to arrange collection of the items. We will provide you with a refund in an amount equal to the price you paid for the goods, less all delivery costs to your address and collection costs back to our Melbourne based depot. Please be aware that the collection costs may differ from the delivery costs.
The goods must be returned in their original condition meaning they are not damaged and have been re-packed in the box packaging provided. If you cannot return the items in the original packaging, not to worry, we will arrange a special carrier to collect the items. But you will be charged an additional special handling fee of 20% of the price you paid. If you purchased goods with free delivery, then you will be only charged for the collection costs back to our Melbourne based depot.
Once we receive your returned items, we will process your credit within 5 working days and which will be valid for 12 months from the date of receipt of the returned items.
Wrong item Delivered
If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick-up and return of the incorrectly shipped item at no cost to you.
Cancellations
You may cancel an order, or part thereof, provided the goods have not yet been dispatched to you. Contact us by email to arrange a cancellation and we will arrange an immediate refund for the amount you paid for the goods. We cannot accept cancellations once the goods have been dispatched however a return can be claimed under our 30-day policy. Orders will be usually dispatched within 10 working days of receipt of payment, unless the items are prepaid and placed on back order. Items that have been specially ordered and must be supplied directly from the manufacturer, and in some cases built to order, cannot be cancelled.
Faulty items and Warranty Claims
At iwannagohome, we guarantee that all of our items are free from defects in materials and workmanship, and of acceptable quality for the purpose for which they were designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.
If your item arrives with defect, part missing or damaged during manufacture or transportation, please take a photo or video that clearly describes the problem and contact us perhaps via customerservice@iwannagohome.com.au, ideally within 3 working days of receipt of your delivery by stating.
your name
contact details (phone number is preferred)
order quantity
photo or video
Our Policies and Guarantees do not cover:
- Usual wear
- damage arising from improper assembly or modification
- damage arising from use or abnormal
- damage, wear and tear resulting from improper or insufficient care and/or care (e.g. cloth, leather or wood)
- damage only to the external packaging or product
- Minor insignificant variations in dimensions, color, grain or finish
- Minor insignificant imperfections or superficial blemishes
- damage due to excessive soiling, improper or unapproved repairs,
- fading or other damage from sun exposure,
- damage from household humidity and temperature levels, or damage from any liquid, including but not limited to alcohol and air.
CAUTION: Any improper or unauthorized use will be subject to this Limited Warranty.
Warranty Claim Procedure
We reserve the right to request that damaged parts be returned upon request. If the product problem can be fixed without replacement, we will arrange for repair at no additional cost. If the product requires replacement, we will arrange a replacement at no extra cost.
Claim Procedure for Damage in Transport
All orders must be inspected at delivery time for deficiencies and defects before signing for receipt of goods. Claims for under-delivery or damage must be reported directly to the carrier at delivery time. DO NOT accept any orders that appear damaged.
We are not responsible for any return, replacement, or disposal costs associated with delays or damage caused by the carrier. Products damaged in transit will not be covered under warranty.
If we coordinate your delivery, we will help facilitate filing a claim with the operator by notifying us via email as soon as you accept or reject the order.
All claims must include original sales receipt/proof of purchase, date of delivery, quality control slip, detailed description of the defect, photo of the defect, and photo of the original packaging (if any).
All damaged products returned to us must be packaged in their original packaging. If the original packaging was damaged or removed as part of Home Shipping, the products must be packaged to prevent damage during return shipping. We reserve the right to request a return of damaged products.
Email Communication
You consent to receive communication from us electronically, either by email or by us posting notices on our website and you agree that all communications that we provide to you electronically will satisfy any legal requirement that a communication be in writing.
Force Majeure
We shall not be responsible for any delay, suspension or failure arising out of any circumstances outside of our reasonable control, including but not limited to, acts of God, governmental actions, shipping, postal or other relevant transport strike, postal theft, failure or accident, lockouts or other labour difficulty, war or national emergency, acts of terrorism, fire, explosion, flood, an act or omission of a third party, inability to obtain any necessary materials, equipment, facilities or services, the failure of performance provided by others, interruption of the internet or a website (such as Facebook) or virus, accidents or breakdown of plant, machinery, software, hardware or communication network.
Applicable law
These Terms and Conditions, including our Privacy Policy are governed by the laws of Victoria, Australia and are subject to the non-exclusive jurisdiction of the courts of Victoria. Our website is available only to people who can form legally binding contracts under applicable law.
Variations
We may revise these Terms and Conditions at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we made, as they are binding on you. Some of the provisions contained in these Terms and Conditions may also be superseded by provisions or notices published elsewhere on our website. Any changes are effective immediately upon posting to our website. Your continued use of our website thereafter constitutes your agreement to all such changed Terms and Conditions. Please read these Terms and Conditions before placing an order online and check back often. If you do not agree to any change, then you must immediately stop using our website.
Relationship
No agency, partnership, joint venture, employee-employer or franchisor-franchisee relationship is intended or created between you and us by these Terms and Conditions.
Severability
If any provision in these Terms and Conditions is found to be invalid or unenforceable by a court of law, such invalidity or unenforceability will not affect the remainder of these Terms and Conditions which will continue in full force and effect.