Cut off date to all International addresses (11/12/23) - International Standard
Cut off date to WA & NT (13/12/23) - Auspost Standard & Express
Cut off date to all other states in Australia (17/12/23) - Auspost Standard & Express
Delivery times are typically 3-7 business days via regular post. Note there may be delays due to restrictions, please refer to the Australia Post website here for updated information.
For local customers selecting 'Local Pickup', please note there is generally a 24 hour turnaround time for these orders to be fulfilled (excluding weekends and public holidays). All Click & Collect orders will be ready for collection once notification has been sent via email.
For standard deliveries, if your parcel has taken longer than the typical delivery time of 3-7 business days, we highly recommend that you raise an enquiry directly with Australia Post and quote the tracking number provided. Unfortunately once the item leaves our warehouse we have no control of where it is, neither can we trace back to get more detailed information on top of what is provided with their website.
Note that delivery time frames may be longer for WA, NT and North QLD areas.
We strive to offer you the best shipping options, no matter where you live and have partnered with Australia Post for all domestic and international shipments given that they are the largest freight operator in Australia. We also utilise other couriers such as StarTrack and Couriers Please upon request for urgent next day deliveries when requested.
The time frame for order delivery is divided into two parts:
- Processing time (1-2 Business Days): Order verification, tailoring, quality check and packaging takes between 24 - 48 hours, excluding weekends to process. From there consignments are then sent out to our couriers to be picked up the following day. Please note, this time is in addition to the shipping time frame. During sale periods or state lockdown this may take slightly longer.
- Shipping time (3-7 Business Days): This refers to the time it takes for items to be shipped from our warehouse to all local destinations except rural areas (5-8 Business Days). As for international deliveries, this usually takes about 10+ business days via regular Air Postage. For more information on International delivery time estimates, refer to Australia Post's website here.
- Express Shipping (1-4 Business Days): The standard processing time typically applies, provided orders are placed by 12PM AEST (excluding weekends). Information for express international shipping is available upon request.
- StarTrack Express (ATL) (1-3 Business Days): The standard processing time typically applies, provided orders are placed by 11AM AEST (excluding weekends). Note that this option by default provides the driver with the authority to leave parcels at your delivery address if no one is around to receive them. Ensure that you add the insurance option during checkout process if you prefer to receive the parcel in person.
- Click & Collect is available for customers within Victoria. To opt for this, place your order as per normal and select 'Contactless Pick Up' during checkout. Once your order is ready for collection, we will notify you by email. Note, there is generally a 24 hour turnaround time for these orders to be fulfilled.
All orders above A$150 in one transaction automatically qualify for free standard shipping within Australia only ($300 for Trade Customers). This excludes international deliveries, and bulky items that exceed total weight of 17kgs - items that fall in this category include pressure washers, mounts, hose reels, infrared lights and so forth.
Additional shipping costs may also apply for these bulky items that are delivered to regional areas particularly for areas in WA, NT and North QLD. For these instances, one of our team members will reach out via email to confirm once the order has been received.
For any other shipping enquires, contact our team at email@example.com and we will endeavour to respond within 24 hours.
TERMS & CONDITIONS
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated automatically for most items except bulky items as indicated by weight. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
3. Delivery Terms
3.1 Order Dispatch
Our warehouse operates Monday - Friday during standard business hours, except during Victorian state holidays and national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum. Please note, during periods of state lockdown there may be delays.
3.2 Pre-order Items
If your order includes a pre-ordered item, all items in your order will be sent together once the pre-ordered item is in stock. For items that are available for pre-order on our website, this will be indicated in the title of the item with "Pre-order".
Pre-order products are items that are available for purchase prior to the stock reaching our warehouse. By pre-ordering an item it guarantees that you have secured that product. Once the pre-ordered item reaches our warehouse, you will receive an email notification. The email will notify you that your item has been dispatched from our warehouse, or ready for click & collect (depending on the delivery option selected at check out).
3.3 Change of Delivery Address
It is the customer's responsibility to provide the correct delivery address. Please ensure that you have entered these details correctly before finalising an order.
Should there be a requirement for the delivery address to be updated for an order that has already been placed and confirmed, send an email to firstname.lastname@example.org within 1 hour of placing the order, and quote your order number. You should also receive an email response confirmation stating the change has been made within the next business day.
In the instance where an incorrect delivery address provided by the customer was not addressed within the timeframe specified above, the parcel may be lost in transit or be returned to the warehouse in which a re-delivery fee will be incurred by the customer.
3.4 Amendments to an Order
No changes can be made to an order once it has been placed. If you require any amendments, send an email to email@example.com within 1 hour of placing the order, and quote your order number. Your order will be cancelled and a new order will need to be placed with the correct details.
3.5 P.O. Box Shipping
Detail Store will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
3.6 Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
3.7 Delivery Delays
We recommend contacting the courier directly while quoting your tracking number to get the latest updates once it has left our warehouse. However if you are not getting an amicable response from the courier, please contact us so that we can conduct an investigation.
4. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
5. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
6. Duties & Taxes
6.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
6.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Detail Store encourage you to be aware of these potential costs before placing an order with us.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Detail Store at the customer’s expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
An option is provided at checkout to include insurance coverage for your order. This provides coverage for a direct replacement in the event goods arrive damaged or lost in-transit.
9. Click & Collect
As part of our Click & Collect policy, all uncollected orders will be disposed after 90 days unless informed otherwise.
When collecting your order, please bring your confirmation email which contains your order number and photo identification. If you have authorised another person to collect your order, you will need to send an email to firstname.lastname@example.org to inform us beforehand. The authorised person will be required to provide us with photo identification when collecting your parcel.