When you place an order for items online from Ember Homewares, you acknowledge and agree to adhere to our Delivery and Shipping Policy. This policy outlines important information regarding the shipping methods we use, estimated delivery times, shipping fees, and any other relevant terms and conditions related to the delivery of your order. By completing your purchase, you confirm that you have read, understood, and accepted all aspects of our Delivery and Shipping Policy, ensuring a smooth and informed shopping experience.
- Shipping Method: Ember Homewares determines the method of shipping for all items. We typically use trusted couriers authorized to leave parcels at residential addresses unless the customer specifies otherwise before placing an order. This preference helps avoid parcels returning to the courier’s depot, ensuring quicker and more convenient delivery.
- Safety of Parcel: Couriers will only leave parcels in locations they deem safe from theft. Parcels will not be left in places considered unsafe. If a customer prefers not to authorize the courier to leave the parcel unattended, they must inform Ember Homewares before placing the order, which may result in a re-delivery fee.
- Re-delivery: Customers who prefer not to authorize the courier to leave parcels unattended must notify Ember Homewares before ordering. If this preference is not communicated beforehand, the customer may incur a re-delivery fee.
Estimated Delivery Times
We are unable to guarantee delivery on specific dates or times as our delivery partners cannot guarantee this either. Timeframes are estimates only.
Approximate delivery timeframes are:
- VIC: 3 - 8 business days
- NSW, SA, ACT & QLD: 5 - 10 business days
- WA: 7 - 14 business days
Delivery and Tracking
- Delivery Start: Delivery time starts once payment is cleared and the item is dispatched from the warehouse, which usually takes 1-2 business days from when payment has cleared
- Order Tracking: Tracking details will be provided after dispatch. Please allow up to 48 hours for tracking information to update online.
- Multiple Boxes: Some items may ship in multiple boxes, which may not all arrive on the same day.
Our Courier Providers
The couriers and delivery services we use may change over time. Estimated delivery times and our process for selecting a courier for your order are indicative only. Here are some details about our couriers:
- Australia Post: Items ≤ 22 kg are typically dispatched with eParcel. You can track your order via Australia Post using the provided consignment number.
- Aramex Australia: Items > 22 kg may be dispatched with Aramex. You can track your order via Aramex using the provided tracking number.
- Allied Express: Items > 22 kg may be dispatched with Allied Express. Track your order via Allied Express using the consignment note and postcode.
- Hunter Express: Items > 22 kg may be dispatched with Hunter Express. Track your order via Hunter Express using the provided tracking number.
- Toll Group: Items < 30 kg may be dispatched with Toll. Track your order via Toll Group using the provided tracking number.
- TNT: Items from our Brisbane operation may be dispatched with TNT. Track your order via TNT using the provided consignment note number.
Undeliverable Packages
- Returned Parcels: If a parcel is returned to us, our customer service representative will contact you via email. Fees and charges may apply if the parcel is not collected within an acceptable time frame.
- Inaccurate Address: If there are address discrepancies and the item is returned to us, a customer care team member will contact you. Re-delivery costs will apply.
- Unsuccessful Delivery: If no one is present when the order arrives and the courier leaves a notification, you may need to pick up your parcel from the local post office or collection point. Re-delivery costs will apply if you are not home at the arranged time, and some couriers do not re-deliver after missed attempts.
- Contactless Delivery: Some couriers may adopt a contactless delivery model, leaving items in a safe place.
Rejected by Receiver
- Gifts: If your item is a gift, please ensure the receiver is aware to avoid parcel rejection. Re-delivery costs will apply if the parcel has to be re-sent.
Undeliverable Postcodes
Due to limited access by our couriers, some postcodes are undeliverable. Orders to these postcodes will not be processed. Postcode deliverability will be automatically confirmed or denied at checkout before payment is processed.
If you have any questions or need further clarification, please contact our customer service team at admin@emberhomewares.com.au.
