Delivery & Returns
Your order must be paid for in full before we can begin arrangements for the delivery of the products to you.
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.Once you have entered your postcode the exact shipping to your location will be calculated by Australia Post, and included in the total price of your order.
All purchases via the Bastille and Sons website include a separate dispatch service, a service which is distinct from the supply of Goods and which includes only the dispatch of the order with a third party carrier, and the provision to the carrier of instructions to enable the delivery of the Goods to you by the carrier.
We deliver most products Australia-wide. In some cases we will only be able to deliver products in metropolitan areas. In this case, the information will be communicated to you by Bastille and Sons. We are not able to accept orders for international delivery.
We work with delivery partners including Australia Post and courier companies for big size items. Your order will be delivered to the delivery address provided by you. We cannot deliver to PO boxe.
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.
Delivery time: deliveries take place Monday to Friday during normal business hours, excluding public holidays. We estimate that typically deliveries occur within 2 weeks of us receiving your payment and cleared funds. In some cases the delivery time frame will be longer, for example where items are not in stock. If it is the case we will notify you.
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.
The service and delivery of the products by third party courier includes only delivery to the ground floor and/or the front door ( a door to door service) by a single delivery driver, and does not include carrying products inside, upstairs, placement, removal of wrapping. It is your responsibility to arrange for a means to bring the product inside from the front door or grounds floor of the residences or buildings.
When you give authority for an item to be delivered without a signature, any and all included insurance cover will be voided upon the product being left as instructed
Delivery failure: it is important that you verify your information is correct, especially your delivery address. If the address is incorrect and the package is returned, you may be billed for the additional shipping charges for your delivery to reach you. You agree to this by placing an order with us. We may also require a contact phone number, which may be used by the courier to arrange delivery. If we and our delivery partner have been unable to deliver your order due to your error or fault after 21 days or 3 attempts ( whichever is sooner), we reserve the right to cancel your order and refund you the price of your order, less the delivery fees incurred by us.
Tiltle and risk in the products pass to you on delivery. We do not accept liability of any loss theft or damage to the products after delivery.
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. If 30 days have gone by since you have received your item, unfortunately we can’t offer you a refund or exchange.
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
We will provide a refund of the original purchase price minus the initial delivery fees and return delivery fees.
Shipping costs are non-refundable. If you receive a refund, the cost of both shipping and return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
To be eligible for a return, it is important your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please make sure sufficient care is taken in protecting the item during the return as we will not be able to refund if the product is received damaged
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item and we take no responsibility for items lost in transit.
Please do not send your purchase back to the manufacturer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
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 email@example.com . We will be in touch with further details on the next steps.
Exchanges are subject to product availability, if the same product is not available we may provide you a refund of the purchase amount.
We reserve the right to refuse a refund or exchange in cases where we deem damage to a product to be due to a fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions or failure to take reasonable care