Shipping & Returns

SHIPPING

Polo Decor endeavours to provide to its customers the best delivery service. Delivery fees are quoted at time of purchase. Shipping within Australia is calculated using the size, weight and fragility of the item/s to be shipped. This is to help ensure that your purchase arrives intact and undamaged.

We use Australia Post (registered) or TNT Express for smaller items. All deliveries take place during normal business hours Monday to Friday between 10am to 5pm. A signature is required at the point of delivery for all parcels sent via registered post or courier. If you place your order after 11am EST, it will be processed on the following working day.

If you need something urgently please let us know in the comments box on your order and we will do our best to help you get your order when you need it. Delivery times will vary depending on your location, with regional areas often taking a bit longer.

Any difficult delivery access (e.g. stairs, delivery dock, lift etc) must be provided to Polo Decor in writing prior to dispatch. Additional costs may be incurred for difficult access not communicated prior to delivery.

If you are unable to accept delivery within 14 days from our first communication with you on completion of your order, the remaining balance must be paid and a storage fee may be charged if collection of goods are not made.

It is your obligation to enter the correct delivery address details at the time of ordering, and unfortunately we cannot be responsible for orders gone missing due to incorrect address. It is your responsibility to inform us promptly if an order does not arrive either by emailing info@polodecor.com.au or calling 0401 917 690. Once we learn an order has not arrived within a reasonable period we will lodge an enquiry with the courier and keep you posted.

RETURNS

 Polo Decor understands that sometimes we can make the wrong choices. We accept returns within 5 days of you receiving your order. If you are dissatisfied with your purchase we will issue a full refund as long as the item is in its original condition and original packaging with the invoice. Email us at info@polodecor.com.au for any returns, and we will get back to you with instructions. For any change of minds, Polo Decor will entitle you to a refund provided that, we are informed within 5 days of delivery however, all return costs will be at the buyers’ expense. Therefore the refund will be entitled minus, the total delivery and collection costs.

All of our products are made by hand therefore there may be slight variations in every piece. These variations are part of the handmade beauty and not considered a fault. We try to accurately display all product images to represent the final finish, however if there is a significant discrepancy between the representation and the finished product please contact us to arrange a replacement or credit.

If you wish to return an item because it is damaged or faulty this claim must be made within 24 hours of receiving product (please read ‘Damaged items’ paragraph below).

We do not accept stockist returns of unsold goods, change of mind or pattern preference on natural materials. We don’t accept returns on sale items.

Upon receipt of returned goods, we will then inspect and, if everything is in perfect condition, the refund will be processed within 5 business days.

WARRANTY

Polo Decor does not provide warranties of any kind on any of its products or on any information provided on the Polo Decor website. Many of the items available at polodecor.com.au are handmade and may have minor imperfections which are an unavoidable consequence of their handmade nature. If you have any queries in relation to a specific piece listed for sale online which may have imperfections, please contact us for further information at info@polodecor.com.au or by phone at +61 401 917 690.

 

DAMAGED ITEMS

It is important that the buyer inspects the goods within 24 hours. In the situation where the item you receive is faulty or damaged, you are entitled to a refund or exchange. Please notify to us within 24 hours of receiving  at info@polodecor.com.au or via calling on 0401 917 690 during business hours. We will not be responsible for any damage unless we are notified within this time period. In addition, we may ask you to provide photos of the damage so we can investigate the issue further.

We will not refund or replace a product where in our reasonable opinion the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions, using it in an abnormal way or failure to take reasonable care.

When sending returned items to Polo Decor we advise you use registered post as we do not take responsibility for the loss of items being returned and this may result in us being unable to process your refund or exchange. In considering any application for refund or exchange Polo Decor reserves the right to inspect returned items upon receipt. In the case of refunds, please allow 5 business days for the refund to be processed.

 

INTERNATIONAL SHIPPING

If you are somewhere other than Australia and find something you must have in our online shop, please email us at info@polodecor.com.au to discuss shipping options and availability.

All international customers are responsible for any duties and import taxes incurred and any return shipping costs.

PICK UP YOUR ORDER

Pick up your order allows you to buy online and collect your item/s from our warehouse. If you make your purchase before 11 am your item will be available for collection 1-2 working days after your purchase. We will contact you either by phone or email to confirm when your order is ready to be picked up.

To use Pick up your order, add the products to your shopping cart and make sure you select ‘Pick up your order’ when checking out.
Once you’ve placed your order, you’ll receive a confirmation email that includes details of your purchase. All the orders can be collected from our storage in Cheltenham VIC 3192. When collecting your order please make sure that you bring the valid photo ID# and your order number.
If you have nominated someone other than yourself to pick up the order we may require contact with you prior to releasing your order.
Pick up your orders will be kept for 30 days from the day you’ve placed your order. After 30 days your order will be cancelled and we will contact you to arrange a refund.
If you want to modify your order please contact us on 0401 917 690 or by email at info@polodecor.com.au .