Shipping / Returns Policy
SHIPPING POLICY: OVERVIEW:
We are currently shipping most goods from our Australian warehouse via DHL (Express), Australia Post (Road & Express) & Toll (Road). We endeavour to advise you once the order has been dispatched & dependent on the service, will provide you with a tracking number. Additional insurance and shipping upgrades are available upon request, prior to dispatch. An additional surcharge will apply.
We are currently shipping most goods from our USA warehouse via Fedex (Ground), UPS (Ground) & USPS Priority. We endeavour to advise you once the order has been dispatched & dependent on the service, will provide you with a tracking number. Additional insurance and shipping upgrades are available upon request, prior to dispatch. An additional surcharge will apply.
We are currently shipping most goods from our USA & Australian warehouses via multiple carriers, including Fedex, DHL Express, USPS & Australia Post. We tend to use USPS & Australia Post for smaller items & one of the courier companies (Fedex or DHL) for larger shipments. We endeavour to advise you once the order has been dispatched & dependent on the service, will provide you with a tracking number. Additional insurance and shipping upgrades are available upon request, prior to dispatch. An additional surcharge will apply.
Please note that all duties and taxes charged by customs of the destination country are the sole responsibility of the buyer & will not be paid in part or full by Such Great Heights. To find out what the additional customs charges will be (if any), please contact your local customs office.
Please note: We do our best to comply with all International customs requirements. If called upon, we will work with customs / freight carrier / freight forwarder to ensure a quick resolution and release.
We endeavour to ship orders within 2 business days of receipt & after payment has cleared, unless specified in the listing e.g. Pre-Order. Please note: there are often delivery delays, outside of our control, during peak period times. Please allow additional time for order deliveries (especially around Christmas), or consider upgrading to Express / Expedited (available upon request, if not listed as an option).
Any delivery date or time specified by us is a best estimate only & we will not be held liable for any loss or damage suffered through any reasonable or unavoidable delivery delay. Orders are subject to availability & we do our utmost to maintain an up to date shopping cart / inventory. There may be a time when an order is placed, but becomes unavailable due to unforeseen circumstances. A full refund will be offered, or an alternative, whatever is the customer’s preferred option.
The ownership & risk of damage to your purchase is transferred to you upon delivery to the specified address.
We take extra care with our packing to ensure that your items arrive safe & sound.
If you wish to cancel an order, please contact email@example.com ASAP (preferably within a few hours of placing your order, to ensure your goods haven't already shipped). Please outline the product/s you ordered, order number, time & reason for cancellation. We will get back to you ASAP. If the order has already shipped, the customer will be liable for returns & will not receive a postage refund.
Have another shipping related question that is not covered here? Please don't hesitate to get in touch via our contact form or by emailing us at firstname.lastname@example.org
RETURNS POLICY: OVERVIEW:
We pride ourselves on quality workmanship, using the best materials available to us. If you are unhappy with your purchase/s for any reason, or change your mind, please contact us within 3 working days of receiving your parcel/s & we will do our best to resolve the matter quickly.
All enquiries are to be sent to email@example.com with ‘Return request’ as the subject heading.
CHANGE OF MIND RETURNS
If you wish to return an item because you have changed your mind, Such Great Heights will offer you a refund, less the freight costs, if the following conditions are met...
* Returns must be received within 10 days of receiving the order.
* The product/s are still in their original packaging with tags attached. Products must be re-saleable, unworn, unused & still in original condition.
Please note: Return postage costs for ‘Change of Mind’ returns must be met by the buyer & under no circumstances will be paid for by Such Great Heights.
If your product is deemed to be faulty or of unacceptable quality, we will gladly accept your return & either refund in full, or re-supply you with another product of similar value, subject to availability. Please contact us first via email at firstname.lastname@example.org, as we may be able to arrange another suitable resolution e.g. supplying a component/s to rectify the fault. This will be honoured within three months from the original purchase date & on a case-by-case basis thereafter.
We will accept refunds if the product is not fit for its intended purpose or does not match the sample or description, as displayed on the website. Important: Most of our products are hand finished & created from natural materials. It is inevitable that there will be slight variations. To us, this makes your product unique & we encourage you to embrace this. Please also bear in mind that all computer screens & mobile devices display colours differently. Please consider the aforementioned before getting in touch with us.
Australian Postal Address: PO Box 252, Byron Bay, NSW, 2481, Australia
International Postal Address: Available upon request