If your queries have not been answered after reading through the below information, please feel free to contact us for more information.
Once you have placed your order, we will dispatch your order within 1-2 days upon receipt of full payment. Please note wholesale orders and orders taken during Sale/Holiday periods may take longer to process due to the size/volume of orders and/or limited postal service due to peak/holiday periods. All prices listed on this website are in Australia Dollars (AUD) by default. You can change the currency by clicking on the applicable flags in the top right hand corner of your screen, however ALL orders will be charged in AUD.
Order Processing & Procedures
Before your order is shipped, we check the order at least twice, inspect the goods and sign off to confirm that the order is complete and correct. All orders are carefully packed with appropriate packing materials including card-board, box, tape, wrapping paper, bubble wrap etc before it is shipped.
Some orders may require additional verification of billing, shipping, credit card and/or a signed confirmation of order. You will be contacted via phone or notified by email if your order requires any further verification and your prompt reply will be much appreciated and assist in your order getting finalised sooner.
We offer various shipping methods which can all be viewed upon check-out and are briefly described below. Shipping costs includes packaging and handling. We will make every effort to dispatch the goods as soon as possible but we will not be liable for any loss caused to you by late delivery. We use Startrack and Australia Post as our preferred shipping partners unless otherwise noted. If your order contains any 'Dangerous Goods (DG)' items, these can ONLY be delivered within Australia via a Road Courier to a physical address (P.O. Box addresses cannot be delivered to). Please DO NOT add DG items to your shopping cart if your delivery address is outside Australia.
Although all reasonable care is taken in packing your order, we cannot not be held responsible for your shipment if the postal service fails to deliver the package or the package is damaged, broken or items are missing as result of their handling. Also, if a tracking option is not selected, we cannot be held responsible for providing the location and hence cannot be held resposible for possible misplacement/loss of packages during the shipping process. If the package is held at Customs or other government agency, we do not accept and/or assume no liability whatsoever. If there are any issues with the delivery you will need to take it up with the postal service. In the cases of war, riots, strikes, floods, and any cause beyond the control of us, we shall have no liability for any delay. In the event of such delay, the specified delivery date shall be extended by a reasonable length of time and agreed by both.
Please note that our some of our shipping partners do no deliver to Post Office Boxes (PO Boxes) due to excess charges and limited storage at many of the Post Office Centres. If you only have access to a PO Box address (e.g. in regional areas), please contact us for further assistance. Please also note that should you be unavailable or absent at the time of delivery, our delivery drivers have the "Authority to Leave" your package in a secure location. If for any reason your parcel cannot be delivered directly to your delivery address or a secure location cannot be established, our drivers will return your goods to your nearest post office for collection. Goods returned to the post office may eventually be returned to us if not collected within a certain time frame. Therefore should your goods not arrive within the expected time frame, please check with your local post office for their delivery as we will not be liable for any shipment costs attained from the re-delivery of goods.
Other Shipping Options
For orders that require expedited service or a specific delivery date, please contact us and we will try our best to meet your requirements. Please note this service may incur additional costs.
You may also use your own shipping company or use your account number to ship via UPS, FedEx, DHL or other courier accounts. There may be a $10 surcharge per shipment for this service.
Where the Buyer chooses to collect the goods directly from our premises, the Buyer will assume all responsibility for the collection and transport of the goods from our premises.
Dangerous & Bulky Goods
Some of the items sold on our website are classed as either "Dangerous Goods (DG)" or "Bulky Goods (BG)". DG items are prohibited from being transported via air, therefore we can ONLY deliver DG items within Australia (to a street address, not PO Box) via an approved Road Courier provider. BG items are often too large or awkward to be sent via our regular postal service provider, hence we also send these via a Road Courier. If you are not home when these items are delivered, it may be left at your front door, unless specified otherwise in the "Comments" section when checking out.
Please note delivery via a Road Courier is often NOT an express service, as travel by road is generally slower than travel by air. Due to this reason, delivery of DG and BG items may take longer to arrive than regular items. Delivery of DG and/or BG items may also incur additional costs, which are required to cover the liabilities associated with shipping DG items or handling BG items. If you require express delivery and/or want to lower the cost of shipping, please try removing any DG or BG items from your shopping cart.
Collection & Your Responsibility
After we have shipped your order and after you have received your order, it is your responsibility to check the contents of the order immediately. Any or all shortages, including merchandise or package damage or any other discrepancies must be notified to the office within 48 hours of receipt. If an order was shipped by the local postal service, every package has to be accepted and received "as-is" as we do not usually offer any kind of replacement or insurance guarantee by postal service delivery. You will need to take it up with the postal service.
If an order was shipped by courier service and arrives noticeably damaged, if any package is squashed, open or partly open, crushed, bent, re-taped or re-sealed, then you may accept the package at your own discretion. Please notify us immediately (within 2 days) if any package is not in good condition or you believe the package has been opened or re-sealed. At your discretion you may refuse any package that was delivered by courier service whereupon it will be returned to us. All orders shipped by courier service are insured and we will work with you and the courier service to arrange new or replacement merchandise as quickly as possible.
Receipt is deemed to have taken place when the courier service or any other carrier we use has provided notification that the package(s) have been delivered. If the order was shipped by postal service, order receipt is deemed to have taken place 7 business days (within Australia) or 12 business days (worldwide) after the package left our office unless the postal service provide documentation to show otherwise. No refund will be made nor will any replacement items be sent until such time as the postal service has deemed the package lost or undelivered.
No claims for damages, shortages or order discrepancies will be accepted after 48 hours from receipt. In all instances of order shortages, order damages or order discrepancies, the sole liability of us will be the replacement, the repair or the refund of any merchandise that was short or damaged. Under no circumstances whatsoever will we be liable for any other costs, fees, penalties, rebates, discounts, performance claims or any type of consequential loss, whether explicit or implied, if any order does not arrive in a satisfactory or complete or fully working condition.
Please note: Australia Post has advised that they will begin phasing out 'sorry we missed you' cards in June 2023. We recommend you check tracking regularly to stay up-to-date on the status of your shipment, and consider signing up for a MyPost account to track all of your deliveries. More information on the Australia Post website.
Tracking Your Order
We always recommend selecting a shipping option that has tracking ability. If you select this service, you should receive a Tracking Number which will allow you to track your order from the moment it leaves our premises to the moment it arrives at your nominated destination. To track your parcel, please visit your local postal service website and enter in your Tracking number. Below are some common websites;
www.startrack.com.au/ (Australian orders)
www.auspost.com.au (Australian & International orders)
www.usps.com (U.S. orders)
www.canadapost.ca (Canadian orders)
www.nzpost.co.nz (New Zealand orders)
www.royalmail.com or www.parcelforce.com (UK orders)
Delayed, Missing or Lost Orders?
It is very rare for orders to go missing or get lost in the mail. Often it may be due to a wrong address, or it has been delayed by the postal service/courier, or for International orders, most commonly, it may get held at Customs when it arrives in your country (see point 5 below for more information). Before contacting us for assistance, please check the estimated period of time for delivery for your area. If it has taken longer than expected, we recommend;
1. First, check the tracking number if available (see 'Tracking Your Order' section above).
2. Ask all household members, neighbours and work colleagues, if they have received a delivery slip or have accepted the parcel on your behalf.
3. Contact your local post office (who may be holding your parcel and awaiting your collection). When visiting your local post office, remember to take a form of personal ID and proof of address so they can cross check your details against the details on the parcel.
4. Ask your local postal service if there have been any unforeseeable delays or accidents that may have effect the delivery of your order.
5. Contact your own Custom or Border Security Authority to find out if your parcel has been detained for any particular reason. Please see section "Custom Duties & Tax Charges" below for more information.
Custom Duties & Tax Charges
Often parcels are purposely or randomly detained for inspection of the contents, to check paperwork, or to calculate the Custom Duties and/or Taxes payable. If there are duties and/or taxes due, then you should get notified by the relevant authority directly and often, only once the duties and/or taxes are paid, will they release your parcel for delivery. This process may take 2-5 weeks in some instances.
Certain Custom Duties and Taxes may be levied by the destination country to which your order will be delivered. For the purpose of Customs and Border processing, you will be identified as the "Importer". As the "Importer" of our products, you agree that you are liable to pay any such applicable duties and/or taxes to the relevant authority in any jurisdiction imported to. It is your responsibility to determine whether any such duties and/or taxes apply in your destination country. In placing an order with us, you agree that House of Adorn are not liable to you with any expense you may incur from your obligation to pay taxes to the concerning authority.
All online shoppers should be aware that all duties/fees and charges are different for different countries. We therefore recommend you identify if there are any Custom Duties or Taxes that apply for your country, so next time you will not be surprised or inconvenienced by any additional fees and/or charges. Also note that some countries enforce an order value limit before they start charging Custom Fees and Taxes, so it may be worth finding out what the order value limit is for your country. With this in mind, you can ensure the total value of each of your order is less than the limit so you are unlikely to incur any Custom Fees or Tax charges.
Below are some links that may give you more information (please note these links and the information contained within them may change without notice so please ensure you are reading the latest updated information);
United States: https://help.cbp.gov/app/answers/detail/a_id/122/~/mail---lost-%2F-missing-package
New Zealand: http://www.customs.govt.nz/inprivate/sendingitemstonz/Privateimportsbypost/Pages/default.aspx
United Kingdom: http://www.hmrc.gov.uk/customs/post/customs-procedures.htm