Shipping & Returns

All items are posted via our courier networks or Australia Post.

Delivery of items is subject to availability, and we cannot accept responsibility or liability for any item it is not able to supply. However, we will offer you a store credit for any item that is unexpectedly delayed.

We work with a number of delivery partners and courier companies in order 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.

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.

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 delivery 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 also 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 at this time.

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 in order 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 delivery partner have been unable to deliver your order due to your error or fault after 21 days 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.

PLEASE NOTE: No Exchanges or Credits are offered for sale items.

If you’re not 100% satisfied with the items you purchased, we offer a store credit or exchange. If an item is faulty please let us know and we will arrange to have it replaced, however, we do not offer returns for change of mind. So, please make sure you have checked the item details fully or contact us to clarify something prior to purchase. If you’re not happy with your purchase you may return the item at your own cost within 3 days of receiving your order and we will issue you a store credit. Returned items must be in its original packaging and in original condition in order to receive a store credit. If you would like to return your items, Please email us prior to returning at info@whitelemon.com.au and we will give you instructions on how to return the item. Unfortunately, no exchanges or returns are offered for sale items or back-ordered items.
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.

 

DAMAGED GOODS

Please note that we take great care in packaging and items rarely arrive damaged. But if any of your items do arrive damaged please contact us within 2 days of receiving your order and we will (at our discretion) either refund your purchase price or send you replacement items.  We ask that you take a quick picture of the damaged item and email to us at info@whitelemon.com.au. This way we can make every effort to prevent it happening again.

UNDELIVERABLE ORDERS

If a package is returned to us marked undeliverable, we will contact you to organise re-delivery at your own cost. If you do not respond, you will be refunded the original purchase price but not the shipping charges.