SHIPPING

 

For all orders $100 and over shipping is free to anywhere in Australia.

For all orders up to $100 shipping is a flat rate of $6.95 to anywhere in Australia.

 

RETURNS

We want you to be confident with your purchase from The Uttermost Store so if you have a change of mind, you may return it to us within 30 days of the date you received it. You will receive store credit in an amount equal to what you paid for the product/s, less shipping costs.

You will be responsible for all shipping costs for the return of the item/s to our store.

To make a request for a return please email your name and order number to sales@theuttermoststore.com.au and one of our friendly staff members will be in contact with you to organise the return.

Please note that returns will only be accepted if the item/s are in original condition and returned in their original secure packaging. A 25% restocking fee will be deducted from your refund if the item does not return in this condition & packaging.

Items excluded from change of mind returns include:

  • Products specially ordered for you
  • Cushions
  • Clearance items
  • Gift Cards
  • Orders for commercial or non-domestic use

Once we receive your return and confirm its original condition and packaging, you will receive store credit via email within 5 days. The voucher will be equal to the amount you paid for the item/s less shipping costs.

Store credits will be valid for one (1) year from the date of issue.

If you have purchased an item that had discounted or free shipping applied and returned it because you have changed your mind, we will deduct the actual cost that we incur for shipping that item to you from your store credit.

We are happy to accept returns delivered in person to our store (128-130 Pyrmont Bridge Rd Annandale NSW 2038) or our warehouse facility (37 Mangrove Lane Taren Point NSW 2229).

 

DAMAGED IN TRANSIT

In the unlikely event of your order arriving visibly damaged, please take photos/video showing the damage, refuse to accept the delivery and contact us immediately.

If you only notice damages after you have accepted delivery, please contact us straight away with photos or videos clearly showing the damage within 3 days of receiving your order.

We endeavour to ensure our services are up to standard so we will take on board any feedback and share it with our couriers for future reference.

Depending on the circumstances of the damages to your order we may offer the following:

  • Suggest a self-repair (with an offer of compensation to you)
  • Arrange a repair by a local tradesperson (with an offer of compensation to you)
  • Offer a partial or full store credit or refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us

If we require you to return the product to us, we will pay the cost of the return. Please do not attempt to return an item before speaking to one of our staff members (you may be responsible for any associated expenses).

 

FAULTS & WARRANTY CLAIMS

The Uttermost Store warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.

If you receive an item that has a manufacturing fault, defect or part missing please contact us with photos or videos of the fault within 3 days of receiving your delivery.

Depending on the circumstances of the damages to your order we may offer the following:

  • Send you any missing parts or components
  • Suggest a method self-repair (with an offer of compensation to you)
  • Arrange a repair by a local tradesperson (with an offer of compensation to you)
  • Replace the product (subject to availability)
  • Offer you an alternative product
  • Offer a partial or full store credit or refund

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

We will not refund or replace a product that you have received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; damage to external product packaging only; Insignificant minor imperfections or superficial blemishes or failure to take reasonable care.

 

ORDER CANCELLATIONS

We will only accept cancellations of an order/part of an order if it has been requested before despatch of the order from our warehouse which is usually within 24 hours. If the cancellation has been accepted you will receive a store credit or refund for the amount paid, including shipping costs. Once items have shipped, you cannot cancel them.

 

EXCHANGE

Unfortunately we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.

 

YOUR CONSUMER RIGHTS

The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you.

 

OUR RIGHTS

We reserve the right to refuse a return if in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; damage to external product packaging only; Insignificant minor imperfections or superficial blemishes or failure to take reasonable care.

 

SHIPPING

DELIVERY COSTS

If your order is $100 or more we provide free delivery into almost anywhere in Australia.

If your order is under $100 we have a flat charge of $6.95

If you are in a remote area and want to clarify that we can deliver there please contact us.

DELIVERY TIME
We use various couriers to deliver the goods to you and each of these couriers have varying delivery times. Therefore, the time taken for the goods to reach you once they have left our warehouse will depend on the courier and your location. The average time taken is from 1-6 business days.

ACCEPTANCE OF DELIVERY

We require a signature upon delivery with most of our items. As we are not always able to give an accurate time and date of delivery, it is recommended that you provide an address that is always attended i.e. Work. If no one is present when the delivery is made the courier will leave a card explaining how to collect or arrange re-delivery. If the parcel is being delivered by Australia Post then it will be available for collection from the Post Office. 

DELIVERY TO PO BOX

We cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the items we sell. Most of our goods are delivered by courier or specialist furniture carrier directly to your door and require a signature upon delivery.

 

TRACKING OF ORDER

Once your items have shipped out you will get an email notification.  If you want information about delivery please contact us.

PICKING UP OF ORDERS

We can allow pre-arranged pick-ups for any of our products. Contact us for more information. 

 

NORMAL DELIVERY HOURS

Currently our products are only able to deliver during normal business hours Mondays to Fridays, except public holidays. Please refer to the section above regarding not being home to accept delivery if this poses an issue.

 

SHIPPING OUTSIDE AUSTRALIA

Sorry, we currently ship only within Australia.

WHO TO CONTACT

For further enquiries or more information talk to our friendly customer service team – please contact us

 

ACCEPTABLE PAYMENT OPTIONS

Credit Cards - We accept MasterCard, Visa and American Express with no surcharge.

We take payment from your card at the time we receive your order, once we have checked your card details.

We may conduct Fraud checks on details provided during the order process including the address details. This may involve your details being passed to a 3rd party fraud checking company. On occasion we may ask for additional information in order to process your order. We will conduct this process as quickly as possible however on occasion dispatch of goods may be delayed.

PayPal

Please feel free call us at 1300 842 862 with any questions.

Store Credit - Store credit may only be used from the account to which it was originally credited. Store Credit cannot be transferred to another person or account.

Gift Cards - Gift cards from The Uttermost Store are redeemable online.