Shipping and Returns

We hope you love shopping with CustomCraft. We have set out below our shipping and returns policies to help ensure we exceed your expectations. Please contact us if you have any queries.

Shipping

For all orders over $99, we offer FREE STANDARD DELIVERY throughout Australia. This is for deliveries to Ground Floor locations only. If you have any specific delivery requirements, please don't hesitate to contact us.

Most orders, excluding custom furniture, are despatched within 3-5 business days depending on the details of the particular order. Products that have paints or oils applied obviously will need a drying period and you will be informed of the expected despatch date upon our acceptance of your order.

Products are generally delivered by Australia Post's Standard Delivery Service unless you expressly request an Express Delivery Service. If an Express Delivery Service is agreed to, this will be at an additional cost to you.

If you are not available to accept delivery of your order, our delivery service partner may leave a card giving you details on you picking up your order from the local post office.

Please note that our delivery service partners are currently experiencing very high demand, which is unfortunately resulting in longer than usual delivery times.

SPEED DELIVERY TIME PRICE PRICE WHEN ORDER OVER $99
Standard 4-7 business days $11.99 FREE
Express 3-5 business days $19.99 $19.99

Warranty

We always work very hard to ensure that all of our products are manufactured to the highest possible standard and delivered in excellent condition. All of our products are warranted to be free from defects for a period of 12 months from receipt of order. Variations in colour or texture particularly in timber products do not constitute defects.

Returns and Replacements

We want you to be completely happy with your CustomCraft order. We will only accept returns up to 7 days from delivery. If more than 7 days have elapsed since delivery, we will not be able to offer you a refund or exchange unless the product is shown to be defective or damaged. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original, undamaged packaging. Used products cannot be returned unless defective. Please note that we do not provide refunds for products due to a change of mind.

There are several types of goods that are exempt from being returned. Examples of these are:

  • Any customised or personalised products
  • Gift cards
  • Downloadable software products
  • Some health and personal care items
  • Subscription services

To complete your return, we require a receipt or proof of purchase. Prior to returning any product, you will need to contact us to obtain a Return Authorisation number.

Refunds Where Applicable

Once your return is received along with your Return Authorisation number, it will be inspected. After the product is inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your refund is approved a credit will be applied to your credit card or original method of payment, within 10 business days.

Late or Missing Refunds (if applicable)

If you haven’t received a refund after 10 business days, firstly double check your bank account. Then contact your credit card company. It may take some time before your refund is officially shows on your bank/credit card statement. Next contact your bank or credit card provider. If you’ve done all of this and you still have not received your refund yet, please contact us.

Sale Items

Only regular priced items can be refunded. Sale items cannot be refunded unless shown to be defective.

Exchanges (if applicable)

We will only replace items if they are shown to be defective or have been damaged in transit. If you need to exchange it for the same item, send us a message requesting a Return Authorisation number.

Return Shipping

To return your product, you should mail your product to: 17 Conlan St, Bligh Park, NSW, 2756, Australia. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs including the original shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If you have any queries regarding our Terms and Conditions, please contact us.