We offer delivery Australia wide for all our products. Our carriers represent our company and we only ship with the most reliable and cost-effective carriers.
We offer a low cost flat fee of $9.99 to ship Australia wide for all Homewares, Textiles and Wall Art items, with free shipping on all orders $100 and over, excluding items within the furniture collection.
All furniture shipping costs are calculated at check out and is largely dependent on the delivery location, the weight and overall size of the item(s) selected.
Because of these factors, shipping costs may vary, but we endeavor to provide you the best service possible.
Hansel Gretel Australia ships products as quickly as humanly possible from the time of your order, we endeavour to dispatch all orders within 48 hours from time of payment.
Deliveries occur Monday to Friday during normal business hours. Should you require delivery outside business hours please contact us to see if this is available for your area. Saturday delivery is usually available when using a Removalist service (please see below).
If delivery address is unattended or you cannot be available to accept delivery, you need to contact the courier directly with instructions; "Authority to Leave" goods if unattended. Please note this will void Hansel Gretel Australia's and the courier's liability that covers any loss, theft or damage to your item.
Hansel Gretel Australia will deliver items by way of couriers. We require a street address for all deliveries, as we cannot deliver items to a PO Box. All deliveries are to front door and ground level only unless there is access to a lift. If access is difficult or not to ground floor, we need to know in advance as additional charges may apply.
It is the customer's responsibility to ensure the lift has sufficient access space.
Our courier costs include full insurance for products that are lost or damaged during transit.
Tracking your order:
Tracking information will be provided once the item is dispatched from the HGA warehouse to your residency.
Commercial and Oversized orders:
For heavy or bulky items, a person from your end will be required to assist the driver carry the item(s) to your door.
If access is difficult or not to ground floor, we need to know in advance as additional charges may apply. Delivery does not include placement or rubbish removal. Should you have special requirements, please leave clear instructions in the comments section upon the check out process.
For an additional charge, we can provide you with a Removalist service. With our White Glove service, our delivery partners can carry your merchandise up stairs into a room of your choice. Because we carry a large product range, we ask that you contact our customer service team for more detailed information on White Glove pricing and restrictions. A Removalist service is recommended for fully assembled and very fragile items which include tv units, buffet units and coffee tables. Transit insurance will incur an additional charge when using a Removalist service.
Estimated Delivery times - Larger orders & fragile items:
Melbourne : Approximately 3-5 business days.
All other states: 6-10 business days
Please note fragile items include coffee tables, entertainment units, buffet units and items containing glass. We and our carriers endeavor to meet these times on all occasions as we use Australia's largest transport companies; however please allow up to 15 business days for all deliveries in case of delays.
Hansel Gretel Australia offers a store credit on all items if the products you’ve bought are faulty, significantly different to those shown or described to you or not doing what they're supposed to do. We require that the item be returned in original condition with all packaging and receipts originally accompanying the product. All items must be in the original wrappings and not assembled or part assembled in any way. Upon return, your merchandise will be inspected. The returned item must be in our possession within 14 days from the date you received it. All costs regarding delivery will be at the buyers' expense. Therefore the store credit will be given minus the total delivery and collection costs. Hansel Gretel Australia will not be responsible for any costs associated with shipping the return.
Hansel Gretel Australia will not be responsible for any costs associated with returning the product(s). It is the customer's responsibility to take furniture from or to the front of the ground level. The Service and delivery of goods by third-party carriers includes only delivery to the ground floor and/or the front door (a door-to-door service) by a single delivery driver, and does not include carrying items inside, upstairs, in elevators, placement, assembly, removal of wrapping or the like. It is always the customers responsibility to arrange for a means (whether by requesting assistance from neighbours or friends or otherwise) to bring Goods inside (or in the case of a return, outside) from (or in the case of a return, to) the front door or grounds floor of residences or buildings.
Returned Goods must be returned in their original packaging with all accessories and must be in a re-saleable condition. If a returned item is found not to be re-saleable by Hansel Gretel Australia (at its sole discretion), Hansel Gretel Australia reserves the right to credit only 50% or less of the product price paid by the customer. Customer must return the item in packaging even if it is faulty or damaged.
To return a product, please contact our customer service team via email on email@example.com ,Customers must request a return authorization prior to returning.
Unauthorized returns will not be accepted. Abuse of our return policy will not be accepted. We reserve the right to refuse full credit for excessive returns by a customer.
Where an item is found to be faulty, Hansel Gretel Australia will provide replacement parts or full product replacement at our discretion.
Hansel Gretel Australia reserves the rights to make changes to these terms and conditions without notice. Refunds/Credits or exchange is not available for custom/special orders and large assembled high gloss MDF items (such as tv units, buffet units, coffee tables and dining tables) due to the complexity of packaging and special fragile handling requirements. Special orders may include orders of items not shown on our website.