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.
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.
After you have placed your order and we have processed your payment we will provide you with an order confirmation by email. This email does not guarantee that the product(s) you have ordered is/are available. It represents confirmation that we have received your order. Your order represents an offer to purchase, which we accept when we dispatch your product(s) and send you an email confirming that your product(s) has/have been dispatched. Once this email has been sent and the goods have been handed over to the designated carrier, the contract between you and us is complete. The sale contract is therefore concluded in Victoria, Australia.
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 choose to have a store credit to your account or a refund to the value of the unavailable product. 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 or our website. We reserve the right to refuse to process or refuse service to anyone at any time at our sole discretion.
For tracking numbers, we will send it over to your email once the order has been fulfilled.
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 by Credit Card, PayPal and a range of 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.
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 when offered at specified times and on specified products will be only available on to selected locations.
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.
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.
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.
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 21 days or 2 attempts (whichever is sooner), 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, no questions asked. Contact us by phone or email to arrange collection of the items. We will provide you with a store credit 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.
You may cancel an order, or part thereof, provided the goods have not yet been dispatched to you. Contact us by phone or 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 firstname.lastname@example.org, ideally within 3 working days of receipt of your delivery by stating.
contact details (phone number is preferred)
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
IWGH reserves the right to request that damaged parts be returned upon request. If the product problem can be fixed without replacement, IWGH will arrange for repair through an authorized dealer at no additional cost for repairs. If the product requires replacement, IWGH will arrange for a replacement through an authorized dealer at no extra cost to the product. IWGH is not responsible for any costs or schedules associated with your repair or replacement product; You must make this arrangement directly with the authorized dealer.
If the retailer you purchased your furniture from has closed and you need service, contact IWGH in writing at email@example.com.
All credit memos issued with returns or claims are not exchangeable for cash.
Claim Procedure for Damage in Transport
All orders must be inspected at the time of delivery 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.
IWGH is 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 IWGH coordinates your delivery, IWGH will help facilitate filing a claim with the operator and must be notified within 48 hours of accepting or rejecting the order via email. Failure to provide such notice to IWGH will be deemed to accept the IWGH product as complete and satisfactory to the Purchaser, and IWGH will not be able to assist with any such claim.
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. IWGH reserves the right to request a return of damaged products.
All credit memos issued with returns or claims are not exchangeable for cash.
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.
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.
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.
No agency, partnership, joint venture, employee-employer or franchisor-franchisee relationship is intended or created between you and us by these Terms and Conditions.
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.