We take pride in the manufacture of our furniture and we will do all we can to ensure your
purchase is delivered to you on time. All our products are packaged for safe
transit and will be handled by professionals.
We use several home delivery partners and courier companies across Australia
to ensure we offer the best delivery value to you and the most secure and on-time
delivery service. Your purchase may require multiple deliveries and may be
managed by separate home delivery partners.
All orders are delivered Monday to Friday and between 9am and 5pm.
Please note that it is your responsibility to check that your items will fit
through doors, staircases and lifts in their packaging before you place your
order. Product dimensions are included in the product description on our website.
Failed delivery due to inability to access your abode will result in additional
Dispatch vs Delivery
'Dispatch' lead-times shown on each product page indicate the estimated time that your item
will be available for collection, by the nominated delivery partner, from our warehouse.
After which 'Delivery' to you will within the approximate timeframes shown in the below table:
|Area||Delivery within (approx. only)|
|Sydney Metro||Dispatch lead time + 1 – 2 days|
|Outer Sydney suburbs, Newcastle & Wollongong||Dispatch lead time + 3 – 12 days|
|Melbourne & Brisbane Metro||Dispatch lead time + 3 – 5 days|
|Adelaide Metro||Dispatch lead time + 3 – 12 days|
|ACT||Dispatch lead time + 3 – 12 days|
Note: extra transit time might be required for regional areas.
Delivery Charges and Locations
Some companies charge by the kg or cubic metre to deliver and depending on
the item and your location, delivery charges can blow out substantially!
At Castlery, not only do we keep a cap on the cumulative costs of
middlemen, warehouses and shopfronts, we also cap our delivery charges,
so you know the total cost of your purchase. Once you Checkout and pay
your invoice, that’s it – no nasty surprises later on!
To check if we deliver to your location and calculate your delivery
costs, add the item to the shopping cart and type in your post code.
This will work out the delivery charges and also give you delivery
options where available.
As a guide, delivery charges start from $10 and we deliver to metro
and suburban areas in most major cities and their suburbs and selected
rural and regional areas.
Special Offers (e.g. Free Shipping)
Free shipping may be offered at specified times and on specified
products during special sales events. Where free shipping is offered,
it will only be available on the selected products and to selected
locations. Please refer to "Delivery Charges and Locations" for more
information. Alternatively, enter your postal code in the shipping calculator
on each product page of our website, to check delivery is available in your area.
Thanks to our interactive live tracking system, checking the
status of your order is easy! Just log in to your account,
select ‘Orders’, then the item you wish to review, and we’ll
take you to a tracking page that will tell you exactly where it is.
Alternatively, look out for an email containing tracking information
to use on the relevant delivery partner’s website.
Types of Delivery
1. Small Parcel Delivery
Small items (e.g. throw pillows, table lamps, small ottomans) will be delivered
via Australia Post, Please look out for an email containing your tracking number
which can be used on the Australia Post website.
Important: This delivery is to the ground floor only and deliveries to any address
that require using a lift or staircase will be left at the entrance of the lift or
foot of the stairs. If no one is available to sign for the delivery, a card outlining
alternative arrangements (such as collection from your nearest Australia Post Office)
will be left. You have the option to issue an ‘Authority To Leave’ if you notify us
prior to the order being shipped. To use this option, you must have a safe area for
the goods to be left. If you choose this option, you agree that Castlery is not
held responsible for loss of goods.
Please note that it is your responsibility to check that your items
will fit through doors, staircases and lifts in their packaging
before you place your order. Product dimensions are included in
the product description on our website.
2. Regular One-Person Delivery
Delivery to areas not covered by our dedicated freight handlers’ network (areas outside
suburban Sydney, Newcastle, Wollongong, Canberra & Melbourne) are carried out by Allied
Express and their 3rd party network. Dependant on the size and weight of the item, you
may be required to assist the delivery person in carrying your furniture items to the
ground floor entrance to your property.
NOTE: The delivery person may not bring the items inside your house. Unboxing, assembly
and rubbish removal is not part of the service and is your responsibility.
To initiate delivery, we will email you advising your order is ready to ship. Please refer
to the Delivery table above for ETA to your area. Tracking information will be emailed to
you and this can be used on the delivery partner’s website.
You have the option to issue an ‘Authority To Leave’ if you notify us prior to the order being
shipped. To use this option, you must have a safe area for the goods to be left. If you choose
this option, you agree that Castlery is not held responsible for loss of goods.
Please note that it is your responsibility to check that your items will fit through doors,
staircases and lifts in their packaging before you place your order. Product dimensions are
included in the product description on our website.
3. Regular Two-Person Delivery
For bulky items within suburban Sydney, Newcastle, Wollongong, Canberra and Melbourne we engage dedicated delivery partners. This service is carried out by a two-person team and includes placing your item in your room of choice. NOTE: Unboxing, assembly and rubbish removal falls within your responsibility and is not part of this service.
To initiate delivery, the delivery partner will send you a text that your order is ready to ship and advise you of the day and time they propose to deliver. If the proposed date does not work for you, you can contact them on the phone number contained in the text message and work out a different day.
On the day of your delivery, you will receive an SMS approximately 30 to 60 minutes before the delivery arrives.
You have the option to issue an ‘Authority To Leave’ if you notify us prior to the order being shipped. To use this option, you must have a safe area for the goods to be left. If you have opted for this, please ensure a safe area for us to leave your goods. Kindly note that if you've selected for this option, you're in agreement that Castlery will not be held responsible for any loss of goods.
Please note that it is your responsibility to check that your items will fit through doors, staircases and lifts in their packaging before you place your order. Castlery shall not be held liable for any failed delivery as a result of items being unable to fit through doors, staircases or lifts. Product dimensions are included in the product description on our website and it is mandatory that you check these before you place your order.
To get a better understanding of the service in your area and based on the items you have purchased, email email@example.com or call 1300 345 868.
If you are not present at the delivery address within your allocated delivery slot,
a card will be left with contact details to arrange alternate delivery.
A redelivery fee will apply. We do ask that you let our delivery partners know
of any necessary changes to your delivery slot in advance, where possible.
We work with a variety of delivery partners to ensure the best service for your location.
If your order is made up of multiple products they will most likely have different
lead-times. We know you are eager to receive your items, so we usually deliver the items
in multiple deliveries based on their availability. However, we also know you are busy,
so we try to group your deliveries to minimise any inconvenience. The number of deliveries
and the estimated date the items will be dispatched from our warehouse is advised at the
Checkout stage, prior to making payment.
We reserve the right to refuse delivery to specific locations for items we deem at
high risk of loss or damage, and also areas that are inaccessible with our home
delivery services. In this case, you may choose to have an item delivered using
your own couriers, in which case all insurance for loss or damage to the order
caused by the delivery will be your responsibility.
We cannot deliver to PO boxes or Parcel Lockers because they're usually
too small to accept most of the items we sell. Most of our goods are
delivered by courier or specialist furniture carrier directly to your
door and require a signature upon delivery.
INCORRECT DELIVERY ADDRESS
All undeliverable orders will be returned to our distribution centre and
restocked. To reschedule for a delivery to the correct delivery address,
we will contact you to arrange for the next available delivery with a re-delivery fee.
RESCHEDULING OF DELIVERY
Our carrier may reschedule the delivery if you are not present to receive the items
even after confirming the delivery dates. For rescheduling of delivery after agreed
delivery, a re-delivery fee may apply.
On delivery, customer or 3rd party appointed by the customer shall inspect the item(s)
and the surroundings carefully before our carrier leaves the premise. Any damage detected
should be immediately reported to the carrier and noted on the delivery copy.
You will also need to email us at firstname.lastname@example.org and provide photos showing
the damage or fault. We will then reply within 3 business days.
In the event an exchange for the defected piece cannot be made, Castlery reserves
the right to offer a substitute or full refund. All replacement of item(s) will
depend on the next available shipment. Castlery shall not be liable for any
consequences (whether direct or indirect) of the delay in the delivery of the
goods and no such delay shall entitle the customer to treat this agreement as
being repudiated by Castlery or to any comparison.
DELAYED SHIPMENT / DELIVERY DUE TO UNFORESEEN SITUATIONS
In the event of delay in shipment due to unforeseen situations, Castlery
reserves the right to reschedule the delivery, subject to availability
of next delivery slot.
No specific time of delivery can be provided. A time frame will be advised
but cannot be guaranteed. Castlery shall not be liable for any consequences
or any loss suffered or expenses incurred (whether direct or indirect) due
to the delay in the shipment / delivery of the goods and no such delay
shall entitle the customer to treat this agreement as being repudiated
by Castlery or to any comparison.
These terms and conditions were last updated on January 17, 2020