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REFUND POLICY - Overseas Delivery

The following refund policy applies for gifts sent Internationally to the United Kingdom, United States, Japan, Singapore, or New Zealand.


FULL REFUND – OVERSEAS DELIVERY CHALLENGES

A FULL REFUND INCLUDING PRODUCT AND SHIPPING COST 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, the local carrier, or customs in a timely manner;
  • If the parcel is delayed in customs - the parcel has not been released from customs after at least 8 weeks, AND all information requested from either you, us, or the receiver being provided in a timely manner
  • If customs taxes/duties were asked to be paid (non-courier shipping methods), they were paid by yourself or the recipient.

    NO REFUND – OVERSEAS DELIVERY CHALLENGES

    NO REFUND WILL BE GIVEN IN THE FOLLOWING CIRCUMSTANCES 

    • 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 but ultimate delivery: 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 outside 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: We will not refund gifts or shipping costs if delivery has been attempted 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 (usually within 3 weeks).  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 depot (or redelivered by the local carrier) if they are not home at the time of delivery.
    • Customs fees unpaidand parcel returned - Approximately 2% of parcels sent internationally wtih Australia Post will be stopped by customs and customs will request duties/fees be paid to collect the package - even when it is a gift. This is outside our control and up to the individual customs agents in each country depending on the value and what is in the goods.  Refunds will not be given where recipients do not pay these customs taxes and duties.  If you do not wish your recipient to be charged customs fees/duties, you will need to select the DHL express shipping option at checkout, where duties/taxes are covered (paid by us). Otherwise there is a chance your recipient will need to pay these to collect their gift - this is the same with every package that is sent internationally via a postal service that is not a courier. 

    DAMAGED GOODS - OVERSEAS DELIVERY

    If goods are received damaged or defective, please take a photo and email it to info@istillcallaustraliahome.com, and we will arrange a refund or replacement of the goods and associated shipping cost as appropriate.

    Where a percentage of total items sent are damaged, a % of shipping costs  as appropriate will be refunded.

    CHANGE OF MIND - OVERSEAS DELIVERY

    If you change your mind (often called buyers remorse) and no longer want the goods you have ordered, you will be responsible for paying for returning the goods to:- 

    I Still Call Australia Home, Unit 3/10 Strathaird Road, Bundall QLD 4217, Australia.

    For non-food goods - Once goods are received at the warehouse in Australia, and if they are in unopened / new condition, we will refund the cost of the goods only (not shipping costs).

    For food goods - refunds will not be given for buyers remorse on food items.