Shipping Policy

1. General Shipping Information

• We ship Australia-wide.
• Shipping availability may vary depending on product size, weight, and delivery location.
• Certain oversized or fragile items may require special freight arrangements.

2. Order Processing

• Orders are processed during business hours Monday to Friday.
• Processing times may vary depending on stock availability.
• Customers will be contacted if any item is unavailable or delayed.

3. Stock Availability

• We make every effort to ensure products displayed online are in stock.
• In some cases, stock may sell out before website inventory updates.
• If an item is unavailable, we will contact the customer to discuss alternatives, backorders, or refunds.

4. Shipping Costs

• Shipping costs are calculated at checkout or quoted separately for large/bulky items.
• Additional freight charges may apply for remote or regional areas.
• Customers will be notified of any additional shipping charges before dispatch.

5. Delivery Timeframes

• Metro deliveries generally arrive within:
  • 7–14 business days
• Regional and remote deliveries may take:
  • 14–28 business days
• Delivery times are estimates only and may vary due to freight carrier delays or external factors.

6. Large, Fragile & Heavy Items

• Tiles, bathware, vanities, shower screens, and other fragile items may require pallet or specialist freight services.
• Customers must ensure safe and suitable site access for delivery vehicles.
• Additional delivery fees may apply for difficult access locations.

7. Delivery Conditions

• Deliveries are generally made to ground floor access only.
• Drivers may refuse unsafe delivery locations.
• Authority to leave deliveries is at the customer’s risk.

8. Inspection of Goods

• Customers must inspect goods upon delivery.
• Any damaged, missing, or incorrect items must be reported within 48 hours of delivery.
• Photographic evidence may be required for freight damage claims.

9. Failed Deliveries & Re-Delivery Fees

• If delivery cannot be completed due to:
  • Incorrect address
  • No access available
  • Customer unavailable
• Additional redelivery or storage charges may apply.

10. Click & Collect

• Click & Collect may be available for selected products.
• Customers will be notified when orders are ready for collection.
• Valid identification may be required upon pickup.

11. Freight Damage

• While we take care in packaging products securely, damage can occasionally occur during transit.
• Claims for damaged goods must be submitted within 48 hours of delivery, with photos of:
  • Packaging
  • Damaged product
  • Shipping labels

12. Delays Beyond Our Control

• We are not responsible for shipping delays caused by:
  • Freight carrier issues
  • Weather events
  • Supplier delays
  • Industrial action
  • Public holidays
  • Events outside our reasonable control

13. Incorrect Shipping Information

• Customers are responsible for providing accurate shipping details.
• We are not liable for delays or losses caused by incorrect delivery information.

14. Contact Information

• Business Name: Austile Ceramics
• Email:Sales@austileceramics.com.au
• Phone: 0247 21 0622
• Website: www.austileceramics.com.au