Our Shipping & Returns Policy
SHIPPING AND RETURN POLICY
Christmas 2024 Delivery Cut Off Times:
Remote WA and NT- Dec 6
Remote, Regional and Perth Metro- Dec 9
All Other National Wide- Dec 13
Metro Areas- Dec 16
Please be aware that our last day of dispatching orders for 2024 is Thursday December 19th, 2024. Our store will remain open 24/7, however we will be closed from December 20th, 2024, and re-open on January 13th, 2025. Any orders placed during these closure dates will be dispatched after January 13th, 2025.
Please make sure when placing your order, you provide the correct address and details. Please note if delivery is to a business address please specify where to leave the parcel for example at reception or which floor. We will not take any responsibility for any lost orders that are given incorrect addresses or details. We take not responsibility for stolen goods on a customer's premises.
We only offer standard shipping; no express shipping is available and cannot be arranged as an additional cost. Shipping time frames are an estimate only provided by the courier company; we are not responsible for any delays in shipping times or any external factors that can caused shipping delays.
Due to prices changes with suppliers and freight companies. Please note prices are subject to change at any time without notice.
HANDLING TIME AND DELIVERY:
We strive to send out our orders on the same business day to get your delivery out as quickly as we can to you. However, we can get busy so please allow at least 1- 3 business days for handling time from when your order is received to the time it leaves our warehouse. Regular shipping is approximately 5-10 days however these time frames may vary and depending on the location of the order.
We do not offer express shipping, and this cannot be arranged as an additional charge or service. We only offer standard delivery services.
RETURNS AND REPLACEMENTS:
We check every item carefully before dispatching orders and we pack each order extremely well to prevent breakages but unfortunately on rare occasions a piece may arrive broken due to transit issues and mishandling of courier drivers which is out of our control. If this is the case, please email us images of your broken goods to info@kitchenhomedirect.com.au and we will be happy to replace them. If you purchase items in sets, we will replace the broken items only not the full set. All claims for damage goods or if you have any items missing, must be reported to us within 48 hours of receipt of goods. Therefore, it is important to check your order immediately on arrival.
If a claim comes back to us over 30 days claiming an item is broken or missing, we will not replace or refund. That is why customers need to report any fault, damage or missing pieces within the timeline given.
In the event of you have simply just changed your mind and want to return the product:
- The product must be returned within 30 days in its original packaging/gift box and in the export carton it was delivered in. (Buyer must pay the return postage cost)
- If the item is returned only in its gift box with shipping labels and sticking tape on the outside the packaging of the product. This is considered as damaged and non-re-sellable and additional funds will be deducted off the refund amount. The returned product must be packed in the outer carton and in an un-used and brand-new condition and a refund will only be issued once we have received the returned item in our warehouse and an inspection has been completed.
- All returns must be authorised please do not return or post items back before obtaining instructions from us. If you do, there is a risk that your returned item may not be identifiable and accepted.
- Return shipping fees must be paid for by the buyer and is non-refundable and an additional 15% re-stocking fee will be deducted from your refund amount in cases where you simply have changed your mind about your purchase and wish to return the product. This also applies to orders cancelled while in transit.
- No click and collection options are available from our warehouse all orders are posted out via courier services.
Also check some important information below.
