Shipping & Returns.
Local deliveries are arranged using Chiminea & Aussie Heatwave Fireplaces own delivery service or through an independent contractor. Delivery fees are quoted at time of purchase.
Shipping within Australia is calculated using the size and weight of the item/s to be shipped. We use Various freight companies depending on your location and delivery is a basic pallet freight service. As such you freight will be delivered to your driveway or carport only or curbside if access for a large truck isn’t possible .
Deliveries on the East coast of Australia generally take between 2-7 working days. However, if your order is urgent please advise us and we can endeavour to speed up delivery. For the West coast of Australia and far north Queensland & the NT, you should allow approx 3-10 days for delivery depending on your location.
All freight comes shrink wrapped on a timber pallet and the freight company will call you 24hrs prior to advise a delivery day. For large items someone is required to be at home to receive the goods but with smaller accessories you can give the freight company authority to leave the goods at the front door if nobody is home.
Larger items include products such as the Chiminea and firepits and these will arrive on a pallet. Goods can be taken off the pallet and trolleyed individually to your desired location. Due to health and safety rules and insurances the Freight company will not enter your home or deliver to your back garden. They are only authorised to deliver the goods to the nearest level access carport or front door. If the drive or access is very steep or not easily accesses they will only deliver as far as the nature strip or nearest levels access.
We find that this general freight service is adequate for 95% of customers however if you feel you require a more comprehensive delivery service we can arrange a furniture removalist which will generally entail two men and they will deliver the goods and place them in the exact required location within your property. This service incurs additional costs and you will need to call or send us an email requesting this upgraded service. As a cost guide, depending on your location, this delivery service will be approximately double that of our standard delivery.
The freight depot will call you when your goods arrive and are ready to collect. If you haven't heard from anyone after a week from the time of your order please contact us and we will chase them up. The goods will most likely have arrived and they have just neglected to call and advise you that they are ready to collect. You can collect your goods from a depot and they will easily fit into a station wagon, 4WD or UTE. The goods can be taken off the pallet and loaded into your car lying down or in the case of a UTE the whole a pallet will be forklifted into the back.
Occasional delays in freight can occur particularly in the busier times around Christmas and Easter. Generally we find everything runs according to plan but as the freight company is an independent contractor we have no control of events once its leaves our warehouse.
Damaged During Delivery
All goods are insured, but given the nature of our products we very rarely have any problems with damaged goods. In fact over the past 18 years there have only been a few damaged items but in the event your item is damaged in transit it will be replaced.
RETURN & EXCHANGE
If you are dissatisfied with your purchase please advise us in writing within 5 business days of receipt of the item you have purchased, including the order number and the reasons why you are dissatisfied with the item.
In the situation where the item you receive is faulty or not what you ordered, you are entitled to a refund or exchange. In the case of refunds, please allow 3-5 business days for the refund to be processed.
When sending returned items to Chimineas & Aussie Heatwave Fireplaces we recommend you use the same freight company used to deliver the goods and we do not take responsibility for the loss of items being returned and this may result in us being unable to process your refund or exchange. In considering any application for refund or exchange Chimineas & Aussie Heatwave reserves the right to inspect returned items upon receipt.
In the situation where you are dissatisfied with your purchase for any reason other than a faulty or incorrect item, you may exchange it within 2 weeks of purchase. All shipping costs, including packaging and postage charges for return of the item to be exchanged and dispatch of the replacement item are to be paid by the customer. In addition, all items returned to Chimineas & Aussie Heatwave for exchange must be intact and in saleable condition.
CLICK & COLLECT FROM OAKLEIGH SHOWROOM / WAREHOUSE
If you are choosing collect from showroom in Oakleigh please wait for Chimineas & Aussie Heatwave Fireplaces to confirm that the item is ready for collection. In most cases this will be on the day of the purchase or the day after. If your purchase falls over the weekend please be aware that the item may not be ready for collection until Monday. However, in all cases please wait for confirmation from Chimineas & Aussie Heatwave Fireplaces .