Delivery and Shipping

Delivery and Shipping Policy

Once you have successfully placed an order with us, you can track our delivery process at any time on your account page on our website. The handling time is usually within 1-5 business days, and your goods will be sent from our one of our Melbourne warehouses. The lead time might differ depending on your location and will also be displayed in the description in the calculator on your checkout page. For after-hours or urgent delivery, an extra charge will apply, calculated on a case-by-case basis.

Most products are delivered within 1-5 business days; some products may take 1-2 weeks depending on stock availability. The driver will contact you 30 minutes to 1 hour before delivery.

Unloading areas are limited to ground floor/garage only, our delivery driver will not be responsible for taking the products into your house. It is your responsibility to make sure your house and/or garage is easily accessible, including a well-paved driveway.

We deliver to most areas in mainland Australia, including the Sydney, Melbourne, Perth, Brisbane, and Gold Coast metropolitan areas, via a specialized door-to-door courier service. If you are unable to obtain a shipping quote, please contact our customer service team for detailed options to get your product shipped.

We will do our best to arrange delivery on the date you request. If we cannot deliver on your preferred day, we will contact you as soon as possible. Any changes to the delivery date or address, please contact our customer service team within one business day after placing your order. If you cannot accept the goods on the first delivery attempt, an additional delivery fee will be charged. However, if we cannot deliver all of your orders at the agreed time, you will not pay additional fees.

We may deliver products via different methods. If delivery is by our drivers, we will contact you one day before the delivery date. For security purposes, we will request photo ID (e.g., Driver's License) of the person who has placed the order, or someone authorized to accept the products, matching the residential address on the ID with our system. Please note, we reserve the right to refuse delivery if no suitable identification is provided to our driver.

Delivery and Shipping outside Metropolitan Melbourne

If you wish to delivery goods outside Metropolitan Melbourne, please contract our sales team to calculate delivery and/or shipping cost.

Delivery and Shipping Conditions

Please read the following conditions carefully before proceeding with delivery and shipping:

When you finished registering with us on our website, the shipping cost will be calculated on the checkout page. Due to the difference in the courier business, the cost of shipping, may show errors. Where an error is displayed, please contact our sales team, and they will guide you through the delivery and shipping process.
Where the delivery and shipping calculators show errors in regards to the pricing, we will contact you if you are required to pay additional for delivery and shipping. In cases where you do not wish to pay additional for delivery and shipping, please contact us, we will be happy to refund you the item if we can not cover the cost of delivery and shipping.
The handling time is usually within 1-5 business days, and your goods will be sent from our Melbourne warehouses. The leading period might differ due to your location. For after hours or urgent delivery we will request an extra charge and the cost will be calculated on case by case basis.
We deliver to most areas in mainland Australia. If you have found that we are unable to ship to your location, please contact us and we will try and solve error.
We offer a Flat fee on delivering within Melbourne Metropolitan. However it is important to note that someone must be available at the time of delivery to assist the driver with some oversize goods including but not limited to bathtubs, shower screes and large vanities.

Checking Products During Delivery and Shipping

All our items are checked for damage and/or missing parts prior to delivery. They are sent out in good and brand-new condition. Items should be inspected immediately upon receipt. Any damages should be reported to us within 48 hours upon receipt of your order. Failure to report within this timeframe will be deemed acceptance of the items in their received condition. For further details regarding a damaged item, please refer to our Warranty Terms.

The below information must be provided within 48hrs of delivery to qualify for exchange or return and refund of damaged products:

Your name and contact details
Proof of purchase including your order number
Product details including the name and model
Proof of damage (must include images of the visible damage occurred)
Date of delivery and Proof of delivery

Please contact us on info@herabathware.com.au with the above information.

Pick Up Policy

Once your order is ready for pick up, you will be notified via the email you have provided. You will be responsible for pick up of your product/s within 14 days. For any exceeding days, a storage charge of $10/day will apply.

At the time of pick up, it is your sole responsibility to check the product/s for any damages or defects. You will be required to provide your signature on the pick-up slip, signifying your approval of the product. Once the product has left our showrooms, we will not be responsible for any damage caused or found. In some cases, we may offer a refund or exchange where the damage found has been reported within 48hrs and sufficient evidence has been provided.

The below information must be provided within 48hrs of delivery to qualify for exchange or return and refund of damaged products:

Your name and contact details
Proof of purchase including your order number
Product details including the name and model
Proof of damage (must include images of the visible damage occurred)
Date of delivery and Proof of delivery

Please contact us on info@herabathware.com.au with the above information.