1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time, there may be a stock discrepancy and we will not be able to fulfil all your items at the time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for the shipping cost to the customer.
3. Returns
3.1 Return Due To Change Of Mind
Dwell will happily accept returns due to change of mind for any stock items purchased as long as a request to return is received by us within 7 days of receipt of item and are returned to us in the original packaging, unused and in resellable condition.
Return shipping will be paid at the customer's expense and will be required to arrange their own shipping.
Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.
(Dwell) will refund the value of the goods returned but will NOT refund the value of any shipping paid.
3.2 Made to Order / Custom or *Special Order Items
No refunds can be given for made to order or Special Order items. If an order is cancelled the customer forfeits the deposit.
*Special Order refers to any item for which an order is generated i.e. item was not available in-store at the time of purchase. Any item that Dwell would not have purchased if not for the order in question being placed.
3.3 Warranty Returns
Dwell will happily facilitate any valid warranty claims with the manufacturer on the purchaser's behalf. Due to the myriad of manufacturers Dwell uses, the warranty is evaluated on a case by case scenario.
3.4 Sale Items
Items sold at a discounted rate or at a sale price are non-refundable.
4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic parcel shipments are in transit for 2 – 7 days. Larger items (furniture, lighting, etc.) and fragile items are booked with a third party mover and can often be done with a day or two notice.
4.2 Dispatch Time
Orders are usually dispatched within 2 business days of receipt to our store location.
Our warehouse operates on Monday – Saturday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.3 Change Of Delivery Address
For a change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
4.5 P.O. Box Shipping
Dwell will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
4.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.
4.8 Delivery Time Exceeded
If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.
7. Duties & Taxes
7.1 Sales Tax & GST
Sales tax has already been applied to the price of the goods as displayed on the website
8. Cancellations
Please refer to our refund policy
9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier. Damages must be sited before the delivery service employees leave the site. Any claims placed after they have vacated the property cannot be verified as having occurred in transit and therefore the responsibility cannot be Dwell’s or the delivery services to resolve. If there is damage present on delivered items do not sign the delivery acceptance from the driver. The purchaser must refuse the delivery and contact Dwell immediately so the situation can be resolved.
9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
9.2 Process for parcel lost in transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
10. Customer service
For all customer service enquiries, please email us at [email protected] or phone (03) 9376 5106 during normal business hours.