Frequently Asked Questions
RETURNS
What is your returns policy ?
We understand there are circumstances where items may need to be returned and we happily will accept returns with the following terms.
- We must be notified of the intent to return an item 24 hours after you have recieved the item
To see our full returns terms and conditions please head over to our returns page.
My order has been delivered damaged, what should i do ?
Whilst we do ensure that all items are checked throughly and that they are in durable packaging. Sometimes damages can occur, whether that be in transit or with the courier.
In this situation please notify us within 24 hours of receiving your items about the damage.
We will also need pictures of the PACKAGING, the ITEM and the POSTAGE LABEL sent to us at contact@palmavenuehomewares.com.au
Do you have a store?
Palm Avenue Homewares is an online only family business. We do not have a brick and mortar store but we may at times be able to invite you to view items that we may have in stock.
I wish to cancel my order, how can I do so ?
We know at times you may change your mind, so please let us know prior to your order being dispatched if you wish to cancel your order. Once your order is cancelled which would be confirmed by our team, We May issue a 24 month store credit.
A $25.00 cancel order fee may be imposed if the item has had to be ordered in for you prior to you cancelling.
SHIPPING
How long will shipping take ?
At Palm Avenue Homewares we love providing you with your items as soon as possible. This means if your item is not a pre order item as would be stated in the description your items will be dispatched within 1-3 business days post order confirmation.
We use Australia Post and various courier companies to deliver your orders. Delivery time depends on your location, but generally you can expect your parcel to arrive within 4-10 business days from dispatch - sometimes even sooner.
However, at times rural areas may take a little longer than this.
Once a courier has collected your order from us we ask that you contact them directly with the tracking information we send onto you.
How much is shipping ?
Shipping is calculated at the check out and is based on the weight and size of the product. In some circumstances, we may need to get a personalised courier quote for you, this is an affordable and cheap way to ship those larger furniture items.
I live close to Berwick, Can I click and collect ?
You sure can! Simply choose pick up as your shipping option and then contact us on 0448382225 or contact@palmavenuehomewares.com.au to arrange a pick up time.
How will I know when my order is ready for collection?
You will recieve a notification in form of text, email or a phone call once your order is ready for pick up from arranged location. Please ensure you are checking your junk email also.
If you have chosen to pick up from us in Berwick, please respond promptly within 2 weeks to let us know your preferred pick up time. If pick up is not arranged within the 2 week period, a storage fee may apply to you each week. Storage fee is $10 a week for 2 weeks, before being increased to $20 a week from there on after.
PRE-ORDER ITEMS
My order includes a pre order item, when will this be sent to me ?
If your item is a pre order, which will be stated in the product description. You will receive regular updates regarding the ETA.
Please read item descriptions before purchasing to learn that a product is a pre order as we do not issue refunds when pre order items are ordered with expectations being that they will arrive as part of our normal shipment times.
You can find the ETA of pre order items in the description or via email.
Please note: There may be some delays to our pre order items, due to our suppliers shipments being delayed. This is out of our control and we will continue to update you as we also gain information from our supplier. As per ACCC we do not issue refunds when there is a delay which is out of our control as such supplier delays or courier delays.
Other Enquires
Please contact us directly via email contact@palmavenuehomewares.com.au
