This shipping policy applies to all products offered and published by Stonewood Collections on the website: Stonewood Collections undertakes to deliver the product(s) in perfect condition to the address indicated by the customer during the purchase process. In order to optimise delivery, we ask our valued customers to indicate an address to which the order can be delivered during normal working hours.
1. STONEWOOD COLLECTIONS SHIPPING
Stonewood Collections delivers Australia wide.
Stonewood Collections orders are dispatched and delivered on normal working days (Monday to Friday – 8.30AM – 4PM EST). For security reasons, Stonewood Collections will not ship any orders to, or accept any orders where it is not possible to identify the recipient of the order and their address.
2. SHIPPING COSTS
Stonewood Collections offers free delivery Australia wide.
Stonewood Collections may on occasion and as a result of special offers, promotions and special days, offer free shipping on some or all products. For orders over 10 kilograms freight charges will apply.
3. ORDER PROCESSING TIMES
2 – 3 working days.
Orders are processed from Monday to Friday from 8:00 am to 5:00 pm (orders are not processed on weekends and public holidays). Please note that this may be extended during holidays, launches, restocking, limited edition launches and promotions.
Note: Order processing times and shipping times are different.
4. SHIPPING TIMES
Delivery times may depend on the product and your location. Delivery times may also be highly dependent on the delivery times set by the delivery service provider. Although delivery times may depend on the factors mentioned above, our approximate delivery times are 1 to 5 business days. Approximate delivery times are shown for guidance only and may vary. Our freight contractors do not deliver on Saturdays, Sundays & Public Holidays. Please refer to your tracking number with the relevant carrier to track your parcel.
Standard shipping times may take an extra 7 to 10 working days longer if the order is to be delivered in the following states:
Important: Due to the current health emergency caused by COVID-19 and interstate border closures, delivery times may be extended.
5. ORDER TRACKING AND LOST PARCELS
Once your order has been shipped, you will receive an email including the tracking number of your order, so you can follow the progress of your order. Be sure to track your order using the tracking number we provide through the relevant carrier.
If your package has been lost in transit or delivered incorrectly, please contact the relevant carrier in accordance with the tracking number provided. You understand that, while we will make every effort to make reasonable enquiries to locate your order, we are not responsible for any lost or misdelivered orders.
In the event that the product(s) are lost or damaged in transit, you agree and acknowledge that our liability is limited to the amount of any compensation we may recover from the relevant delivery company. Stonewood Collections may deduct from such compensation any investigation and application costs it may have incurred, unless otherwise required by law.
Stonewood Collections will not be held responsible for delays in the delivery of orders due to natural or uncontrollable events. Furthermore, Stonewood Collections will not be held responsible for delays related to the delivery company in charge of delivering your package, unfortunately, we have no control over these delays. Transit time does not include Saturdays, Sundays or public holidays.
7. UNDELIVERED PACKAGES
If at the time of delivery, the customer is not at the delivery address or if it is not possible to deliver the package to any responsible party, your product(s) may be delivered to your local couriers collection centre or your local post office for customer collection. If the product is not collected by the customer in a reasonable time frame the item(s) must be returned to us and additional charges for shipping costs may apply.
8. INCORRECT, OR INACCURATEDELIVERY ADDRESSES.
Stonewood Collections will not be held responsible and we will not refund your lost or undelivered parcel due to incorrect or inaccurate delivery addresses, provided by the customer at the time of purchasing.
It is the buyer’s responsibility to ensure that their delivery address details are up to date, correct and accurate. Before completing the checkout process, please ensure that you provide the correct, up to date and accurate delivery address.
If your order is not delivered due to incorrect, inaccurate delivery addresses and the order is returned to our premises, we reserve the right to charge you for additional delivery charges or to terminate this contract and issue a refund with the discounted value of the delivery.
9. SECURE SHIPPING ADDRESS
Stonewood Collections recommends that customers provide a secure delivery address, e.g., their home or workplace. Stonewood Collections is not responsible for lost or stolen packages due to insecure delivery addresses.
10. COMPLETED DELIVERY
Each delivery is considered completed from the moment Stonewood Collections makes the product available to the buyer, which is possible thanks to the control system used by the transport company when the status of the order changes to “completed” or “delivered”.