FAQS

Currently we only ship within Australia. Apologies for any inconvenience this may cause. 

We always strive to make sure our products are delivered promptly, and in excellent condition, however, sometimes a product arrive damaged or with missing parts. Under the Australian Consumer Law, you are entitled to return the product for a refund, or we can organise for the product to be repaired or replaced. 

Iluka Road currently only operates as an online store, with no physical showroom. Please feel free to contact us if you have questions about any of our products.

Customers are provided with a link through the shipping provider.

All our orders are delivered via two primary shipping companies that we use depending on the order. 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. 

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. 

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. 

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.

We offer wholesale prices on all our items for retailers. Head to our wholesale page here to register for an account and we will assess your application. Once you have been approved, you will be upgraded to a wholesale account. If you have any questions about this process or logging into your account, please email us at info@ilukaroad.com.au.  

It can take up to 2 business days for your wholesale registration to be approved. If you have not heard from us after this time, please email us at info@ilukaroad.com.au and we will address this.