Frequently Asked Questions ( FAQ'S)
At Bastille and Sons we are committed to making your shopping experience with us enjoyable. If you don't find the answer to your question below, please contact us at: firstname.lastname@example.org
Shipping and delivery
When will my order be shipped?
We estimate that typically deliveries occur within 2 weeks of us receiving your payment and cleared funds. We work hard to process all orders as quickly as possible and we will send you an email to let you know when your product has been dispatched by us.
How will my order be delivered?
We work with delivery partners including Australia Post and courier companies for big size items. They are both convenient and effective and we are confident we can offer the best value shipping rate. Your order will be delivered to the delivery address provided by you. Our delivery partner may leave a card at the address and you will need to pick up the delivery from your nearest Post Office or contact the courier company to arrange for re-delivery.
What if there is more than one product on my order?
Wherever possible we will ship your items together. However, if one of your items is not in stock, we will ship them separately so that you can enjoy them sooner.
How much does delivery cost?
Delivery fees and times vary for different products and are calculated based on the size and weight of your order and its destination. The delivery price for each order will be estimated and displayed during the checkout process prior to the payment and order confirmation, and included in the total price of your order.
Do I have to be home to receive my order?
If you cannot be available to accept your delivery, you will need to pick up the delivery from your nearest Post Office or contact the courier company to arrange for re-delivery or provide them authority to leave the goods unattended. In the case the goods are left unattended, Bastille and Sons or the courier cannot be held liable for any loss, theft or damage to your item once delivered.
Can I have an item delivered to my work place?
Yes, we can deliver your products to your workplace. In that case, please be very specific about the address details (such as unit numbers, floor level). We do not take any responsibility for items that cannot be successfully delivered due to inaccessibility or work place policy regarding delivery.
Can I have an item delivered to a PO Box?
No, unfortunately we cannot deliver to PO Boxes
Do you deliver internationally?
No, unfortunately we do not ship to addresses outside Australia.
I want to return an item, how can I do that?
We are here to help and we understand that sometimes you may change your mind. If it is the case, our policy lasts 30 days of receipt of your item. We will provide a refund of the original purchase price less the initial delivery fees and return delivery fees.
To organise a return, simply contact us within 30 days of receiving your item at email@example.com including images of your product in the original packaging and we will be in touch with further details on how to proceed.
What happen if an item is lost or damaged?
Unfortunately and despite our best efforts, items are occasionally damaged in transit. We only replace or refund items if they are defective or damaged. If you notice that your item is damaged when delivered to you, please send us an email within two days of delivery with clear digital photos showing the damages at firstname.lastname@example.org . We will be in touch with further details on the next steps.
Payments and safety:
What payment methods do you accept?
We accept payment by Visa, MasterCard, American Express and Diners Card
Are my credit card details saved for next time?
No. We have no access to your bank details and we do not store your credit card details
How do I know my transactions are secure?
Safety , security and trust are key to a good online shopping experience. That's why our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption., the latest industry standard.
Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
We understand email overload and you can update your email newsletter subscription anytime: all our newsletters contain a link to unsubscribe.
The best way to contact us is via email: email@example.com
We will do our best to answer to your questions as quickly as possible.