Shipping and Delivery

All available products are dispatched within 1 -5 business days of your order being placed depending on the size, weight and location of order.

48-hour dispatch on most in stock items. Remote areas may take longer to ship. Shipping rates will be calculated at checkout. We significantly underwrite the cost of delivery to ensure that you receive the best possible delivery price to you, anywhere in Australia.

Please note that all products are in stock unless stated otherwise. You will receive an email upon dispatched of your order to your registered email address the day goods leave the warehouse. For faster delivery, your multi-item order may ship separately.

Pick-up or arranging your own courier is not available to ensure distribution centres can dispatch all orders efficiently.

 

IF ITEM IS OUT OF STOCK

We understand the importance of keeping our customers informed and updated throughout their shopping journey.

In the rare instance that you have purchased an item that has sold out or become unavailable after your purchase, we want to assure you that we have your best interests in mind. If this situation arises and you no longer wish to proceed with your order, we are committed to offering you two options: a full refund or the opportunity to exchange for other items.

We believe in transparency and fairness when it comes to our customers' satisfaction. Our goal is to ensure that you have a positive experience with us, even if unforeseen circumstances arise. Rest assured, our dedicated team will reach out via email promptly, providing all the necessary information and options available to you.

 

DELIVERY TIMEFRAME

After your order has been dispatch, please allow 5-10 days for delivery depending on your delivery address provided. For many country locations, WA, NT & Tasmania may take longer, please allow approximately 2-3 weeks.

Please note:

• Delivery time only starts after customers’ payments have been cleared and the order has been dispatched from the warehouse (usually 1- 2 working days after receipt of cleared payment).
• We are unable to guarantee delivery on any specific dates or times, as delivery partners would also be unable to guarantee such deliveries.

If your order contains multiple products then individual products may be delivered on different days, depending on the availability of freight carriers on any given day to facilitate the delivery. Please note that delivery is usually to ground floor only. Please be advised that it is customer’s responsibility to check that any orders will fit through doorways, stairwells, elevators and staircases. Unpacking, rubbish removal and assembly is NOT included in this service.

If additional delivery requirements are required, please ask prior to ordering so that we can look into these requirements for you including cost.

Regrettably, any changes to the delivery after it has been dispatched are not guaranteed.  

We anticipate that your order will be delivered within 10-21 days from the time you place it. However, it’s important to acknowledge that occasionally, delivery times may be influenced by factors beyond our control, such as supply disruptions or your specific delivery location. 

Given the weight and dimensions of certain products, when the delivery team arrives, it becomes the customer’s responsibility to ensure that any pets and minors are safely moved out of harm’s way during the installation process.

 

DO I HAVE TO BE HOME TO RECEIVE MY ORDER?

Your contact details and phone numbers are shared with the logistics companies, who are instructed to reach out to you in advance to provide information about the expected delivery date and approximate time. To ensure the safe delivery of your items to your specified address, it is advisable to have someone present to sign for the goods, especially for larger items.

In the event of a missed or incomplete delivery, a re-delivery fee may apply.

If a delivery attempt is unsuccessful, the logistics company will leave a missed delivery advice card in your mailbox. The goods will then be returned to their local depot, and you will need to directly contact the logistics company to arrange a suitable time for re-delivery.

If you choose to authorize an ‘Authority to Leave’ during checkout on our website ("Order Special Instruction" under Cart Section), it means that in case you’re not at home during delivery, the goods will be left according to your instructions. However, please be aware that by providing this instruction, you accept full responsibility for any damages or lost items.

 

DAMAGES & FAULTS

If you notice at the time of delivery that the packaging or the item itself is clearly and significantly damaged, please take photos or video showing the damage, refuse to accept the delivery and contact us immediately.

Any reports of damages or faults upon delivery must be submitted in writing immediately to customercare@napoleonbay.com.au within 24 hours of the product’s arrival. Please include images of the product itself, consignment labels, and both the internal and external packaging for our consideration. Please be advised that by providing "Authority to Leave" instruction at the checkout, you accept full responsibility for any damages or lost item/s.

 

INCORRECT ITEM DELIVERED

Very occasionally an incorrect item may be delivered to you. If this happens, please contact us as soon as possible at customercare@napoleonbay.com.au so we can send you the correct item and arrange for the collection of the incorrectly delivered item at no cost to you.

 

*This policy is subject to change without notice.