Shipping & Returns

Shipping

 

Shipping Fees

Shipping fees and times vary for different products and are calculated based on the size and weight of your order and its destination. The shipping price for each order will be displayed during the checkout process, prior to payment and order confirmation and included in the total price of your order. Changes made to delivery address or delivery time after placing an order may incur additional charges, which we reserve the right to request to add to your original delivery charge. Shipping estimates calculated at checkout are based on delivery to the front door of a ground floor. Approval for requests to have items delivered past this point must be requested prior to an order being placed. This is a request and cannot be guaranteed. The request is based on courier availability and payment of this service.

Local Pickup

If you live in or around the Huon Valley in Tasmania you can choose Local Pickup option. This enables you to browse the shop at home and then call in to pick up your order during our opening times. Simply choose LOCAL PICK UP in the delivery options. Our pick up address is Crabtree Home Collections – 9 Wilmot Road, Huonville, Tasmania.

Smaller Products

Are sent via Australia Post Express Post and normally take 1-2 days however sometimes delivery may take up to 10 days for some remote places. If you’re not home to receive your parcel and the driver feels it’s not safe to leave, a calling card will be left, and your parcel can be collected from your nearest post office.

Larger Items

Are shipped directly from our supplier and will be sent out via courier, you will be sent a tracking email to follow your order along the way. Delivery is to a ground floor; if the delivery is in a multi-story building the delivery company will not travel past the ground floor front door.

Delivery Time

Typically, items listed on the website will be dispatched within 24 to 72 business hours. In some cases, the estimated dispatch time frame will be longer, for example where items are shipped from our supplier. From time to time the delivery of specific items will exceed our usual stated delivery window for reasons outside our control. We work hard to process all orders as quickly as possible and we will send you an email to let you know when your item has been dispatched by us or if we anticipate delays.

Delivery Methods and Locations

We work with many shipping partners and courier companies to deliver nationwide; in some cases, this may be handed to a third party to ensure remote areas can be accommodated. Your order will be delivered to the delivery address provided by you during the checkout process or as updated through our Customer Care Team after your order is finalised.

  • For larger high value items, we may be able to offer alternate delivery service, however this is not available for all items and all areas. Our Customer Care Team can confirm if this is available to your order and area, applicable fees and charges will apply for this service.
  • 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.
  • Our shipping partner may leave a card at the address and you will need to pick up the delivery from an Australia Post outlet or contact the courier company to arrange for redelivery.
  • We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and areas that are inaccessible with standard courier and 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.
  • You agree to pay any shipping and handling charges presented to you at the time you make a purchase.
  • We deliver most products Australia-wide. In some cases, we will only be able to deliver products in metropolitan areas. This information will be shown on the product listing. We are not able to accept orders for international delivery currently.
  • Risk in the products passes to you on commencement of delivery. We do not accept liability for any loss, theft or damage to the products after delivery.
  • Shipping of items is subject to availability, and we cannot accept responsibility or liability for any item we are not able to supply. However, we will offer you a store credit for any item that is unexpectedly delayed.
Delivery Failure

It is important that you verify your information is correct before placing your order, especially your delivery address. If the address provided is incorrect and the package is returned, you will be billed for the additional shipping charges for your delivery to reach you. You agree to this by placing an order with us, we reserve the right to pass on applicable charges to you if you provide wrong address information. We also require a contact phone number, which may be used by the courier to arrange delivery. If we and our shipping partner have been unable to deliver your order due to your error or fault after 21 days or 2 attempts (whichever is sooner), we reserve the right to cancel your order. In these circumstances we will refund you the price of your order, less the delivery and handling fees incurred by us.

Returns

If you’re not 100% satisfied with the items you purchased, we offer a full refund of the goods purchased, store credit or exchange. Please contact us via the contact page for a returns form.

PLEASE NOTE: no exchanges or returns are offered for sale items.

 

30-Day Returns

We want you to love the products you buy from us. If you change your mind, you may return it to us within 30 days of the date you received it, no questions asked.

  • You will be responsible for all shipping charges to facilitate a change of mind return. If you change your mind, we will provide you with a store credit voucher in an amount equal to the price you paid for the product, less all shipping costs. Please note we do not offer refunds for change of mind returns.
  • You must lodge a return request via the Contact Us page, fill in your name and in the message fill in your order number and our Customer Care Team will arrange the return for you.
  • Items returned must be in ‘as-new’ condition. This means you have not used, assembled, damaged, washed or laundered any of the items. Please return items secured in their original packaging. If you cannot return an item ‘as new’ in its original packaging, a handling and restocking fee may apply up to 30% of the value of the item.

Non-returnable items excluded from all change of mind returns include:

  • All forms of clearance stock (e.g. warehouse, showroom, floor stock etc.)
  • Clearance items
  • Gift Cards
  • Orders for commercial or non-domestic use

Within 5 business days of receiving your return, and subject to confirming it is in ‘as-new’ condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and the return shipping back to the warehouse. The return shipping cost is the same as the initial shipping fee.

Store credit voucher codes will be valid for one (1) year from the date of issue.

If you purchase an item with promotional shipping (discounted or free shipping) and you return it because you change your mind, we will deduct the actual shipping costs from your store credit voucher. Both the cost of shipping the item to you and the cost of the return shipping to the warehouse will be deducted.

We reserve the right to refuse a returned items if the items do not comply to our returns policy. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.

To arrange a return, please go to our Contact Us page for assistance.

Damaged in Transit

Unfortunately, items are occasionally damaged in transit.

  • If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our shipping partners and suppliers to ensure our service and the quality of packaging is improved.
  • If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you’re happy with. For example, we may arrange to:

  • Suggest a self-repair (with an offer of compensation to you)
  • Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
  • Offer a partial or full store credit voucher or refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us or our supplier

If we require you to return the product to us, we will pay the cost of the return.

Wrong Item Delivered

Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick-up and return of the incorrectly shipped item at no cost to you.

Faults and Warranty Claims

Crabtree Home Collections warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you’re happy with. For example, we may arrange one or a combination of the following:

  • Send you any missing parts or components
  • Suggest a method self-repair (with an offer of compensation to you)
  • Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
  • Replace the product (subject to availability)
  • Offer you an alternative product
  • Offer a partial or full store credit voucher or refund

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.

  • This Faults and Warranties policy does not cover:
  • Normal wear and tear
  • Damage arising from improper assembly or modification
  • Damage arising from abnormal use or abuse
  • Damage, wear and tear because of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
  • Damage to external or product packaging only
  • Insignificant minor variations in dimensions, colour, grain or finish
  • Insignificant minor imperfections or superficial blemishes
Refund Guarantee

Normally, if you change your mind, we’ll give you a store credit. Our Refund Guarantee is subject to the terms and conditions applicable to ‘RETURNS’. Please note that some items are specifically excluded from all change of mind returns.

Cancellations

You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage, in this case you will receive a store credit voucher or refund in the amount you paid for the product, including shipping. After an order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel them.

Exchange

Unfortunately, we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.

Your Consumer Rights

The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our Customer Care Team will look after you.

Our Rights

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions or failure to take reasonable care.

Manufacturer Warranties

In some cases, products offered for sale on our website may be subject to a separate manufacturer’s warranty. This will be communicated on the relevant product page. In this case we request that you contact the manufacturer directly. If the manufacturer is unable to assist you or you are not happy with the resolution of your issue, please contact us for help. We will be happy to liaise with the manufacturer for you, but our liability will be limited to the refund of your purchase price.

Gift Cards

Customer may purchase digital Gift Cards from our website. Gift Cards and store credits cannot be used to purchase Gift Cards.

In the case of digital Gift Cards, we will email the Gift Card to the recipient ‘s email address, as provided by the purchasing member. The email will include instructions and a link for redeeming the Gift Card. After the recipient has redeemed the Gift Card, the Gift Card amount will appear in My Account section of the members profile.

  • Gift Cards, once redeemed, may only be used for purchases at the Crabtree Home Collections website. If a purchase made using a Gift Card is for less than the amount of the Gift Card, the remaining balance will appear on the recipient’s account for future use. If a purchase made using a Gift Card is for more than the amount of the Gift Card, the purchaser will be required to pay the excess using another payment method. The amount remaining can be viewed on your My Account page. If an order made using a Gift Card is cancelled or returned, the portion of the purchase attributable to the Gift Card will be refunded as a store credit only, this is not redeemable for cash.
  • Gift Cards have an expiry date of one (1) year from the date of their purchase and this expiry date cannot be modified. Any balance that remains after the expiry date will not be available for use.
  • Gift Cards are not transferable and cannot be returned or exchanged wholly or partly for cash. Gift Cards should be treated as cash. You are responsible for the use and safety of your Gift Card. Crabtree Home Collections is not responsible for any loss or damage resulting from lost or stolen Gift Cards or Gift Cards used without permission. Lost or stolen Gift Cards will not be replaced or refunded.

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