Refund policy
SHIPPING, DELIVERY, RETURNS, REFUNDS
When is my order shipped?
We ship within 24 hours of the order being placed and payment is completed. Orders completed on weekends or public holiday will be processed the next business day.
How long will it take to receive my order?
All orders are shipped from our Sydney warehouse and will take approximately 1 to 4 business days to arrive, depending on your location and shipping service selected, such as standard or express. Please allow up to 5-10 business days for NT, Tasmania and regional areas. You will receive a tracking number once your order has been shipped to keep you informed about the status of your delivery.
What are the shipping rates?
We work hard to lower our shipping costs to pass those savings on to you. Right now, we offer live courier rates based on order weight and delivery postcode. We offer a choice of couriers and also express post options on checkout.
From time-to-time we offer free or discounted shipping, which overrides the actual postage cost . Fair use policy applies to such promotions. Max shipping discount is $50. The system can't fully autotmate to achieve all rules, and Craftzero reserves a right to cancel any order in full for any reasons whatsoever.
What shipping couriers do you use?
We use a multiple carriers system to compare and provide you with the best shipping rate possible. You will know your courier details from the tracking link notification.
Where do you ship?
We ship all around Australia and a few select coutries. If you are an international customer and are unable to find your country, please contact us at hello@craftzero.com.au.
Do you process orders during public holidays or weekends?
Unfortunately, we do not. If you request an order during a public holiday or weekend, we will process it the next working day.
Can I change the delivery address?
Once a parcel is already in transit it's not usually possible to make changes to the address. Please contact us at hello@craftzero.com.au and we will do our best to solve the issue. Change of address, if possible, may have redirection costs.
What happens if I missed a delivery?
If you have missed a delivery attempt, we should have already notified you via email or SMS. This email / SMS contains important instructions about how to collect your parcel or schedule a redelivery to a location or at a time that suits you. In case the parcel is returned to us (RTS) by the courier because of missed delivery and non collection, $10 RTS fee will apply plus the re-delivery charge as per the courier charges. Refund is available for RTS orders subject to a 20% re-stocking and $10 RTS charges.
If you did not receive any communication, please contact us for assistance at hello@craftzero.com.au.
In case you receive a missed delivery communication, and were unable to complete the re-delivery arrangements in time, additional charges may apply.
Why didn't the driver leave the parcel at my place?
Carriers are instructed to get a signature unless you've provided the authority to leave. Although the driver will do their best, please note that it isn't always safe to leave goods. Such as if you live in a unit block or on the main street.
How do I arrange redelivery?
Absolutely! The best way to arrange a redelivery or locate the collection point closest to you is to contact the shipping company directly. You can find both the carrier's contact line and your delivery's Job ID on the tracking page for your package. Carriers will typically arrange redelivery starting from the next business day onward.
Do you accept returns/refunds?
Sorry! We do not accept returns or refunds for any reason other than the item has been damaged, faulty or incorrect. In case we do accept a return as a goodwill gesture, 20% restocking fees will apply but the original postage will not be refunded. Return postage is also customer cost.
If the item is damaged, faulty, incorrect or missing?
Please contact us at hello@craftzero.com.au, and we will work to solve the issue as soon as possible. We will need you to provide the following information in your email;
- Your packages' order number.
- An image of the item/parcel received.
- The name of the missing item.
Once we receive the information above, we will process redelivery for the item affected or a refund/credit voucher if the item is missing.
International orders are final and no refunds are allowed for damage in transit and lost parcels. We will liaise with the courier for postage refund, which if received, will be reimbursed to you.
How long does it take to process a refund?
It depends on the payment gateway but usually takes from 5 to 10 business days to have it credited to your account.
