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SHIPPING & DELIVERY
Delivery Delays Due to COVID-19:
Our number one priority is keeping our staff and customers safe. This, along with abiding by ever-changing restrictions and guidelines set by the Australian Government, mean there will likely be delivery delays with deliveries.
We are working with our couriers and warehouse to do all that we can to minimise these delays, but we thank you for your patience during these times.
Delivery Times
Based on your delivery address and the size and weight of your order, we will choose the best courier team for your delivery when your order is ready for dispatch. Once the item has been dispatched, we will alert you via the email attached to your order.
After your item has been dispatched, please allow the following times for delivery:
| STATE | DELIVERY | COST |
|---|---|---|
| Australia Post Standard – Metro | 3 – 5 business days | *Calculated at checkout |
| Australia Post Standard – Rural | 4 – 9 business days | *Calculated at checkout |
| Australia Post Express – Metro | 2 – 3 business days | *Calculated at checkout |
| Australia Post Standard – Rural | 3 – 5 business days | *Calculated at checkout |
Delivery Process
Unless given permission to leave your parcel at the given address, couriers will not deliver items without a signature. That means someone must be home to accept the delivery.
We also ask that there is a safe space for a delivery van to park and offload items. Please advise us if this is not possible and we can arrange alternative parking. Please also advise us in the delivery notes if the couriers will be required to bring heavy items upstairs or through tight spaces. We do our best to accommodate for all delivery situations, but we reserve the right to leave the items once they have been signed for.
Our couriers will send a text to the phone number given on the order the day before the expected delivery day providing an approximate time of delivery. However, delays do occur and we appreciate your patience.
Missed Deliveries
For most items, our couriers will attempt to deliver the item to your address. If you’re not at home when they attempt delivery, they may leave a ‘missed delivery’ card. You can then call them to arrange a re-delivery.
Please note that Iluka Road does not take responsibility for any incorrect or incomplete order details including but limited to delivery address, contact details or email given upon purchase and the subsequent failure of delivery as a result.
In-store Collection
Currently, we are only offering online orders and deliver at this stage. We apologise for any inconvenience this may cause.
In-store Collection
At this point, we only deliver within Australia. Apologies for any inconvenience this causes.
Returns:
Our customers’ satisfaction is our priority, so we want you to be happy with all of your purchases. However, this may not always be the case, so we offer the following return policies.
Change of Mind Returns
All items purchased with Iluka Road (excluding sale, special order or clearance items) can be returned within 7 days of delivery.
Please send us an email with your proof of purchase and we will organise the best course of action for return of the product and return of funds.
Any product being returned should be in perfect condition and not have any signs of use.
Damaged or Faulty Items
Once you receive your items, please inspect them carefully and alert us of any faults, damages, or missing parts.
All our goods come guarantees under the Australian Consumer Law. You are entitled to return the product and we will issue a refund should the product be faulty or not perform as directed. You are also entitled to have the item repaired or replaced should you choose.
Please email our customer service team to organise a return and refund or to replace the product.