Shipping & Returns

Old World Map

Australia

All online items are available for free ‘Click & Collect’. Please allow a three-hour window from when you place your order to when you arrive to collect.

We ship with selected Courier services and Australia Post. You will receive tracking details regarding the status of your shipping, from dispatch to delivery.

Please allow 2-4 business days for dispatch from our warehouse. A further 2-5 business days for metropolitan deliveries, and 2-5 days for regional deliveries.

 

Domestic Rates:

Homewares:

We offer trackable international shipping only on homewares products online.

All international orders are sent via Australia Post. You will receive tracking details regarding the status of your shipping, from dispatch to delivery.

Please allow 1-2 business days for dispatch from our warehouse, and a further 5-10 business days for delivery depending on your location.

Please be aware, you may be liable for customs or duties taxes in line with those in the Country in which you reside. We do not take responsibility for any customs duties, foreign taxes or other fees which may be imposed by your local government.

Flat Rate - $15 (purchase up to $45)

Free Shipping above $45

 

International Rates:

 

Please contact us by email for the international shipping enquires - exquisiteatelierhome@gmail.com

Returns/Refund Policy

We understand that online shopping can be tough sometimes!

We accept returns on all full priced items. If for any reason you are not happy with your purchase you may return your item/s within 30 days of receipt for a credit note or refund to your original payment method.

If an item is damaged/faulty, wrongly described or different from the style shown we will provide a refund or exchange. Gift cards are excluded from this policy.

Please note, original shipping charges are non-refundable. Returns for ‘change of mind’ are at a customers own expense. For International returns please use a reliable and trackable delivery service, we will not take responsibility for any returns lost or damaged in transit.

Sale products are final sale, and are not eligible for return or exchange.

How To Return:

To request a return please contact us with your order number, noting the item/s you wish to return, and reason.

Fill out the Returns Form with your authorised RA#, with the details of the items returning, and include with the original Tax Invoice received. Pack items in a secure satchel/carton, or if possible reuse the original packaging.

Mail your return to ....... Items must be returned in their original condition (unused, unwashed, unaltered) with original tags. We will arrange the refund only after the goods have been returned back to us and reviewed by our customer care team.

Please allow up to 14 business days from the time you return your item for your return to be processed. You will receive a refund notification once processed. If you return does not meet our return policy you will be contacted by our retail team.

 

Please return to:

Our products are designed to the highest standards of quality and functionality. While we believe our products will last as long as possible, if something does go wrong, we are here to help. All our products are warranted against defects in materials and workmanship under conditions of normal and proper usage.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

Some things to note:

We can’t cover normal wear and tear, soiling, fading, wrinkling, or damage resulting from negligence, improper or lack of cleaning, accidents, misuse or prolonged exposure to direct sunlight. We can give you a cost to repair this if possible.

For solid timber pieces, we have some special conditions because of the nature of the material. We can’t cover hairline cracks and surface irregularities such as colour variation, and colour changes caused by exposure to sunlight are not covered. These are all features of a natural product. Love these irregularities, they are what makes timber special!

We’ll let you know whether repairs to be carried out are covered by warranty or not, and if not, submit a quotation for the work and freight costs. For repairs covered by the warranty we will, at our option, either exchange the item or carry out repairs.