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Bird on the Hill Designs - Shipping Policy

Thanks for shopping at ‚ÄčBird on the Hill Designs.

We want to make sure you love your colour choice.  Read our policy below regarding shipping, and exchanges/returns for change of mind,  or what to do if you think your item is faulty, or it’s damaged when it arrives.

Here's our shipping rates in a nutshell:

  • $10.00 flat rate shipping, Australia wide.¬†

  • $18.00 flat rate express shipping, Australia wide.

  • International rates are calculated at checkout

We know choosing colours can be hard, and sometimes, when it arrives, you just know it isn’t going to work. Don't worry - we have you covered!

  • Guaranteed returns* on goods for 30 days providing they are in unused order. You are responsible for return shipping, but we will give you a Free Shipping voucher for your next order with us.
  • Free Shipping for exchanges* if you change your mind and want a different colour/finish. You organise the return postage, and we will refund you your original $10.00 shipping fee, and then post out your new colours at our cost. (Exchanges up to 30 days only and in unused condition).

* We do not offer refunds or exchanges on final clearance items, or items that have been purchased with a discount of greater than 20%. Items returned outside of the 30 days period stated in our policy will not be considered for refund/exchange.

 

Shipping of Items

Our orders are dispatched within 1-5 business days excluding public holiday periods from our workshop in rural NSW,  unless you are notified otherwise.

We endevour to dispatch orders within 2 business days, but sometimes things don't quite go to plan. You will receive email notification if your order is taking a little longer.

We ship via Australia Post/Star Track and you will be provided with Australia Post tracking information at the time of disptach via email.

Australia Post often change delivery guidelines due to national, local and international conditions. To check the latest delivery guidelines please read the Australia Post Official Release HERE

We ask that you be patient, and check your tracking number info prior to contacting us. Many parcels are being delayed by a few days up to a week or more. 


RETURNS:

We are happy to refund for goods if you change your mind.

Please see our full Refunds & Returns/Exchanges Policy HERE

Returns costs are the responsibility of the purchaser. Please keep the tracking number provided by Australia Post and email us, or use this contact form to inform us of the number so we know when to expect your parcel. We will provide you with up to a $10.00 refund on your shipping costs.

Refunds will be made back to the payment method used on your original order via our Payment Gateway and cash will not be forwarded to you under any circumstances. 

You will be notified by email when your refund has been processed. Please allow up to 5 business days for this process to be completed. 

* IMPORTANT - PLEASE NOTE:

  • Bird on the Hill Designs is not responsible for loss of items in transit after they have left our warehouse and been accepted by the courier/Australia Post. We will try to assist with any issues concerning items lost in transit, but are not obliged to replace lost items as these are issues outside our control. Australia Post can be contacted and have policies in place to assist you with compensation for the damaged items (up to $100.00 value).

PRE-ORDER SHIPPING:

If you are placing a pre-order you order will be fulled within 7-14 business days unless a different time frame is specified in the product information.

Wholesale orders do not qualify for free shipping. A separate shipping costs schedule will be supplied to all retailers. 

A tracking number from Australia Post or the contracted courier service will be forwarded to you via email as soon as your items are shipped. Please check your order status using this number prior to contacting us if you are concerned about the whereabouts of your delivery. 

GOODS DAMAGED IN TRANSIT:

- If you have any concerns about the condition of your items when they arrive to you, please contact us within 3 business days of receipt of goods.

We REQUIRE photographs of the damaged items, and damaged packaging materials to be able to initiate a claim for you.

Please contact us as soon as possible so we can assess damage, and will organise return shipping with you so you can get your new items and get started on your projects as soon as possible. Please see our full policy regarding refunds/returns and damaged/faulty items HERE

Thank you,

From the  Customer Service team at Bird on the Hill. 

Report an issue: info@birdonthehill.com.au

 

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