Bird on the Hill Designs - Shipping Policy
COVID-19 SHIPPING: UPDATED POLICY - PLEASE READ.
Items will be shipped within 5 business days ( excluding public holidays) unless you are notified otherwise. This is due to high order volumes at present with COVID, and raw materials and stock arriving more slowly due to the same issue. We will always endeavour to have your order out to you within 1-3 business days, but unfortunately cannot make guarantees regarding this time frame in present conditions.
Australia Post has the following release regarding the difficulties they are facing due to the much higher volumes at present, and the COVID-19 restrictions they must adhere to.
They have decided to have rolling stoppages for their parcel deliveries so they are able to catch up on the unprecedented large volume of packages for sorting.See the Australia Post Official Release HERE
We ask that you be patient, and check your tracking number info prior to contacting us. Many parcels are being delayed by a few days up to a week or more.
We are happy to refund for goods if you change your mind.
Please see our full Refunds & Returns/Exchanges Policy HERE
Returns costs are the responsibility of the purchaser. Please keep the tracking number provided by Australia Post and email us, or use this contact form to inform us of the number so we know when to expect your parcel.
Refunds will be made back to the original payment method via our Payment Gateway and cash will not be forwarded to you under any circumstances.
You will be notified by email when your refund has been processed. Please allow up to 5 business days for this process to be completed.
* PLEASE NOTE: we do not offer returns for Gift Cards. Our Workshop bookings also have a different refunds policy which you will be notified of prior to payment for any of our wrokshop experinces.
Items will be shipped within 5 business days ( excluding public holidays) unless you are notified otherwise. This is due to high order volumes at present with COVID, and raw materials and stock arriving more slowly due to the same issue. We will always endeavour to have your order out to you within 1-3 business days, but unfortunately cannot make can guarantees regarding this time frame in present conditions.
If you are ordering out of stock items, an ETA will be sent by email or text.
A longer delivery time applies to kitchen kits. (Up to 5-7 business days)
Wholesale orders do not qualify for free shipping. A separate shipping costs schedule will be supplied to all retailers.
A tracking number from Australia Post or the contracted courier service will be forwarded to you via email as soon as your items are shipped. Please check your order status using this number prior to contacting us if you are concerned about the whereabouts of your delivery.
PLEASE BE AWARE: We live in a small, regional town, so postage may take a little longer to some areas. Our local Australia Post staff are fantastic, and always assist us in any way possible, but please understand, that once your order has left us and is handed over to Australia Post, we are not responsible for the length of time that your parcel takes to arrive. Please refer to the tracking information provided within your "Fulfillment Email" that you will receive from us. There is a high likelihood of postage times being delayed to many areas of Australia at present due to the high volume of parcels being distributed by Australia Post and other similar postage and courier companies. This is out of our control.
- If you have any concerns about the condition of your items when they arrive to you, please contact us within 5 business days of receipt of goods.
We will contact you asap, possibly ask for photographs to be taken & emailed, so we can assess damage, and will organise return shipping with you so you can get your new items and get started on your projects as soon as possible. Please see our full policy regarding refunds/returns and damaged/faulty items HERE
From the Customer Service team at Bird on the Hill.
Phone: 0429 135301 during 1000 - 1600hrs AEST Mon - Fri.
Or use the form below to email us.