Website Delivery + Refund Policies Info
Delivery Policy:
· Stock:
- Items ordered that are not in stock will ship as soon as they become available. Once dispatched, you will receive a fulfillment email and if your parcel has a tracking number it will be noted here to track your order.
· Fees:
- There are two options available for delivery with our shipping company Australia Post: Standard post and Express post.
- The cost of delivery for parcels, whether standard or express, are determined by Australia Post. These fees related to delivery will be subject to change in accordance with Australia Post should they change their pricing structure.
- Any updates made to pricing will be made automatically to our system and are not required to be communicated.
· Handling and Delivery Times:
- Standard Delivery: Please allow 4-10 business days from the date the order is shipped. Reuben Cullen Kids lodges orders for shipment of parcels to Australia Post once per week.
- Express Delivery: Orders arrive within 1-5 business days. Saturday delivery is not available.
- The delivery time once in the care of Australia Post to its destination is strictly in their control and cannot be at all altered by Reuben Cullen Kids.
- Delivery dates are estimates in accordance with our carriers. If you live in an area experiencing an unexpected service delay (i.e. severe weather, natural disasters, unscheduled events, etc.), please note there may be additional shipping time to receive your order.
· Parcel Tracking:
- Once your purchase has been handed over to Australia post for shipping you will receive a fulfillment email to advise you that your product is in transit.
- Tracking of parcels is not available for items that are being shipped containing only one product.
- Tracking of parcels containing either 2 or more products or as express post are available as a standard procedure. When you receive your fulfillment email you will have your personal tracking number issued on it so you can monitor its delivery.
· International Shipping:
- Standard Delivery: For orders shipped outside of Australia, please allow 14+ business days from the date the order is shipped. Reuben Cullen Kids lodges orders for shipment of parcels to Australia Post once per week.
- Express Delivery: Please allow 10+ business days. Saturday delivery is not available.
- The delivery time once in the care of Australia Post to its destination is strictly in their control and cannot be at all altered by Reuben Cullen Kids.
- Delivery dates are estimates in accordance with our carriers. If you live in an area experiencing an unexpected service delay (i.e. severe weather, natural disasters, unscheduled events, etc.), please note there may be additional shipping time to receive your order.
· Shipping Conditions:
- In order for delivery to be made successfully the correct delivery address details must be filled out at checkout. Please take the time to double check these in order to avoid any issues.
- Where a fault in shipping address is clearly evident through a typing error or other reason/s contact will be made by Reuben Cullen Kids to the purchaser to clear up the mistake and ensure delivery of the goods to the right address.
- If an incorrect address is provided for shipping which results in the customer not receiving their order, the purchaser must contact Reuben Cullen Kids via the website contact form to arrange re-shipping of their product. The customer will be required to pay for the goods again and new shipping fees should they decide to purchase again.
· Parcel arrival and Non-collection
- Once a parcel has arrived to its destination an order is deemed to have been fully completed by Reuben Cullen Kids.
- In the event a parcel collection note is left at the shipping address by Australia Post this also deems a completion of order by Reuben Cullen Kids.
- Should a parcel collection note be left and you do not collect it from Australia Posts delegated pick up point this is not the responsibility of Reuben Cullen Kids. If parcels are then returned to Reuben Cullen Kids, reshipping will only be made to the address once contact has been made to Reuben Cullen Kids through the contact form on the website and another shipping fee is paid.
· Incomplete and Incorrect/wrong Orders:
- If an order is missing any goods purchased please contact Reuben Cullen Kids via the contact form on the website to arrange for the correction of your order. Once you have contacted Reuben Cullen Kids and proof of purchase is confirmed we will mail your goods to complete your purchase immediately at no extra charge.
- In the event that an incorrect item is delivered in your order please contact Reuben Cullen Kids via the contact form on the website to arrange for the correction of your order. Once you have contacted Reuben Cullen Kids and proof of purchase is confirmed we’ll arrange for the order to be settled immediately and for goods to be returned to Reuben Cullen Kids with the customer. No extra charge will be incurred.
· Damaged Parcels:
- Before goods are processed for shipping they undergo a product quality control check.
- If goods are damaged in shipping and on arrival are deemed by the customer to be unsatisfactory the customer will need to contact Reuben Cullen Kids via the contact form on the website.
- Once contact is made and proof of purchase is confirmed Reuben Cullen Kids will arrange with the customer for the return of the goods. A replacement will be sent immediately free of charge.
· Lost Parcels:
- In the event a parcel is not delivered and/or received by the purchaser or is lost in transit the customer shall contact Reuben Cullen Kids via the contact form on the website. Once contact is made and proof of purchase is confirmed a replacement will be sent immediately free of charge.
· Other/Additional Information:
- Reuben Cullen Kids bares no control over the operation of shipping company Australia Post.
- Should any delays of delivery of your parcel be because of Australia Post after shipping is processed to them these are not the responsibility of Reuben Cullen Kids. However, we will work with Australia Post to ensure deliveries can be made as quick as possible.
- Should Reuben Cullen Kids be aware of any major delays or strikes at Australia Post prior to shipping being processed we may seek another shipping company to complete the delivery. Reuben Cullen Kids will cover any extra costs incurred.
- If you live in an area experiencing unexpected circumstances (i.e. severe weather, natural disasters, unscheduled events, etc.), please note there be some allowances made to procedures to accommodate such incidents.
Refund Policy:
· Refunds and Exchanges:
- Items that are faulty, unsafe or do not match their description will be refunded or exchanged where proof of purchase is provided. We are also happy to provide a refund where the goods are returned within 30 days of purchase unused, in original condition and accompanied by proof of purchase.
· Shipping:
- If a refund or exchange is requested due to items being faulty, unsafe or not matching their description Reuben Cullen kids will pay for the return shipping of the product/s and shipment of new goods to the customer.
- If a refund is requested for any other reason the return shipping will be payed by Reuben Cullen Kids. Refunds will only be issued once the return has been received by Reuben Cullen Kids.
*Please note the following exceptions to our return and exchange policy:
- Discounted items are final and cannot be returned or exchanged unless faulty, damaged or unsafe.
- Items have been personally made out to the purchaser by way of name or message.
- Returned items must have tags still on and be returned in original packaging (where applicable). Returned items must have no visible signs of wear or use.
- Items that are returned damaged.
· Contact:
- To return an order within the refund policy period or for more information please contact us via the website contact form (https://reubencullenkids.com/contact) and we will then give you instructions on how best to return your order so we can process your refund.