Our Guaranteed delivery policy protects you for sending gifts overseas with us.
Please see below for detail of when the guaranteed delivery applies or does not apply.
FULL REFUND – OVERSEAS DELIVERY
A FULL REFUND IS GIVEN WHEN ALL THE FOLLOWING CIRCUMSTANCES ARE MET
Correct contact name, correct address, and correct local phone number for the receiver overseas have been given at time of purchase
You and/or the receiver have provided any additional information requested by ourselves or customs in a timely manner;
If the parcel is delayed in customs - the parcel has not been released from customs after 8 weeks, AND all information requested from either you, us, or the receiver being provided in a timely manner;
The time window for delivery as quoted at time of purchase (e.g. 2-8 weeks) has passed.
NO REFUND – OVERSEAS DELIVERY
OUR GUARANTEED DELIVERY POLICY DOES NOT APPLY IN THE FOLLOWING CIRCUMSTANCE WHERE NO REFUND OR EXCHANGE WILL BE GIVEN
Wrong address: If you have given the wrong address, and we deliver to that address, we are very sorry we cannot help more and a refund will not be given. So we implore you – PLEASE check the address before clicking ‘enter’ on your order.
Customs Delays: Where shipment delivery has been delayed due to circumstances beyond our control, such as in random customs inspections (generally 5-21 working days), but ultimately gets through to the receiver, there will be no refund or return on items, as this is completely out of our control.
Please note – we are unable to cancel and/or refund a shipment once it has been dispatched– all the costs have already been incurred on dispatch and cancelling a shipment will only result in additional shipping costs being incurred by us for the returned parcel.
Authority to leave without signature: If you, or the recipient has requested the parcel to be left without a signature; and it has been lost or stolen, we do not refund as this is you or the recipient’s choice to leave the parcel unattended and is out of our control.
Parcel not collected by the recipient: The guaranteed delivery policy does not apply if Australia Post or DHL have attempted delivery of your gift to an overseas addresss, but the recipient is not home/available to collect the parcel at the time of delivery, nor do they collect the parcel from the local carrier in a timely manner. Ultimately, you are responsible for following the tracking on your parcel, and the recipient is responsible to be available to collect the parcel, or arrange for it to be collected from a local post office (or redelivered by DHL) if they are not home at time of delivery.
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