SHIPPING, RETURNS AND WARRANTY

SHIPPING 


All packages are shipped with tracking information. Please use your allocated couriers website and your consignment number to track your goods. We recommend allowing up to 72 hours for this information to upload. Our customer service team will not be able to offer support relating to the whereabouts of goods during this period. 


Shipping Times Estimates


VIC 3-5 Business Days

NSW 3-7 Business Days

QLD 3-7 Business Days

ACT 3-7 Business Days

SA 3-7 Business Days

WA 5-9 Business Days

NT & TAS 6-10 Business Days

 

** Please note that majority of our products will arrive within a 10 day framework after the product has been processed and shipped out. Some variability may cause the shipment to take longer than usual.


**The Feelter is not responsible for any duties/taxes upon arrival to your location & any delays due to the shipping carrier or customs clearance. Delivery time does not include Saturdays, Sundays, or Holidays.


** Customs, duty, and taxes are non-refundable. If you refuse a shipment because of unexpected import fees, the cost of the original shipping, any brokerage/customs/duty/taxes, and any return shipping charges will not be refunded.


General Shipping Procedure


At checkout: When selecting general shipping at checkout, our system will generate a number of quotes. Depending on your location, and the size of your order, our deliver partners will offer a variety of rates to choose from.


During transit: You will receive a tracking number so you can see an estimated arrival date. You will also be able to see on the morning of delivery that your order is on board the truck and due for delivery that day.


On the day: our delivery partners will unload your items, however where heavy/bulky items have been order, you may still need to assist the driver during this process. While some drivers may be willing to bring items inside your house, it is standard practice that they simply deliver to the address, they are not obligated to help move items inside, or take away rubbish. If you order heavy or bulky items, we recommend having at least 2 people on your end who are able to assist with the delivery.


Preparation: Generally, your items will come packed in heavy duty boxes, with a sturdy timber skeleton. This is done to ensure the safe arrival of your goods. While this protects your items while in transit, it means a little bit of extra work once they arrive.


We suggest preparing the following items:


Tools - hammer / wrecking bar.

Personal Protective Equipment -hand, eye and ear protection such as gloves, googles and ear plugs.


If you have a large order, or are purchasing heavy items, we recommend using our WHITE GLOVE SERVICE


Rubbish Removal:


Styrofoam - general waste bin.

Cardboard - recycling bin.

Timber - some councils allow for general waste disposal, we recommend checking with them before proceeding. Otherwise, you may need to take this to your local resource recovery centre.


White Glove Service


For customers, in the Melbourne Metro Region, we offer a Premium Shipping Service. We have outlined the benefits of this service below.


1. Fixed Flat Rate

No matter how many items you purchase, the price remains the same. For big orders, the premium shipping service will most likely be cheaper than the rates generated by our general shipping system.

2. Professional Handling of Goods - all our products will be hand loaded. You won't need to assist the crew delivering your items, so feel free to sit back and relax as they do the heavy lifting.

3. Rubbish Removal - The delivery crew will also remove any packaging/rubbish associated with your delivery, leaving you to enjoy your new items without the stress of packing down boxes.


Pricing


1. Ground floor delivery flat rate, A$190, this fee includes rubbish removal.

2. Upstairs surcharges, A$35 per level of stairs, (if using a lift, you will be charged at single level rate. Please let our team know if you require upstairs delivery before purchasing).

3. Removal of 3 seat sofa, A$210 (A$35 per extra seat). Please let our team know before making your purchase.



RETURNS



Change of Mind Policy


​We stand behind the products we sell on The Feelter , therefore if an order doesn’t meet your expectations we will happily refund you, as long as the product is returned unused in its original condition within 30 days of receipt. This includes the product manual and packaging. Please be mindful not to assemble or modify a product before returning it; otherwise we will not be able to refund your purchase. The Feelter is also unable to refund, and return an item where the packaging or product is returned damaged or marked.


Exemptions:


1. SALE items 

2. Altered goods

3. Items that are no longer in their original condition and packaging

4. Pre-order items

5. Faulty and damaged items will be eligible for a return.


Refunds + Return Fees


In the event that you change your mind about a purchase we’re happy to offer a refund within 30 days, as long as the packaging and product is in its original condition.


Products must be returned to The Feelter within these 30 days. 


Refunds are only available for the original method of payment used on the order and are valid for 3 months from date of purchase. If the payment method used is no longer available, or the purchase has been made more than 3 months earlier, we are able to offer a credit note.


Please note we do not offer free return on furniture, sale items, items classified as bulky goods, trade orders and international orders. Special order and Pre-order (including made-to-order and custom items) are non-refundable for change of mind reasons. 


The following applies to change of mind returns:


In case you originally received free delivery to a Metro Sydney or Melbourne address: The re-shipping fee will be based on your location and the size of the items you are returning.

In case you originally received free delivery to an address outside Metro Sydney or Melbourne: The re-shipping fee will be based on your location and the size of the items you are returning.

For Homewares Only: If you originally paid for the delivery, this shipping fee will not be refunded, but we won’t deduct an additional re-shipping fee from your refund.

For Furnitures & Rugs Only: If you originally paid for the delivery, this shipping fee will not be refunded, and the re-shipping fee will be based on your location and the size of the items you are returning.

Storage, delivery upgrade and re-delivery fees will not be refunded.


If you have received a product that is damaged, faulty or incorrect and you wish to return it, you will not be charged a re-shipping fee.


Preparing Your Items for Return


​Please email info@thefeelter.com within 30 days of receiving your order should you wish to return. We will email you a prepaid Australia Post return label. Please print the label and attached to the parcel you wish to return. When returning an item we ask that you enclose a copy of the tax invoice or order confirmation email and returns form as proof of purchase.


* For the return of smaller items like homewares, you may be required to drop them off at an Australia Post Office.


​Our address for returning items:

​5 Hunt Street, Coburg, VIC 3073


Order Cancellation


You can cancel your order at any time before the item has been packed by our distribution team or dispatched (except the pre-order items). Please contact us in writing at info@thefeelter.com. 


In this case, you will receive a full refund. If the item has been dispatched and you still wish to cancel the order, we will arrange for the item to be returned to our distribution centre and provide you with a refund, less a return fee.


Faulty Items


​We aim to always represent and dispatch quality product. If you believe the item you have received is faulty, please email us as soon as possible, quoting your order number, name and address, and as many details as possible about the product and its fault. Please advise us within seven days of receipt of the faulty item, to allow us to resolve the matter quickly by arranging exchange, repair or refund.


​Incorrect Item


​If you have received an item that is not what you had originally ordered, please email us immediately, quoting your order number, name and address, details of the product received and product originally ordered, and whether you require a refund or replacement. We will then be in touch with advice on how you should proceed with the return.



WARRANTIES


Overview


In line with Australian Consumer Law, we offer the following warranties on our products:

All items come with a 12-month standard warranty. 


We offer a 3-year extended product warranty for an additional 10% of RRP, If you are looking to order a product with an extended warranty, please contact our friendly customer service team prior to ordering. 


Our best contact is:

info@thefeelter.com 



Specifics


Our product warranty does not cover:


1. Normal wear and tear including minor blemishes, fading, dents and chipping.

2. Damage from abuse or unintended use.

3. Damage to packaging.

4. Damage resulting from improper maintenance, eg. failure to steam clean your couches on a regular basis.

5.Modified goods, ie. you have made unauthorized alterations to your item.

6.Insignificant variations in dimensions, colour, natural grain, or finish (as between a received product and an advertised product).

7.Marble and natural stone products.

8.Minor changes in dimension, colour, and finish. 

9.Variation in products produced from natural materials eg. Natural timber table tops with variance in grain texture or quality. 


Natural Timber Products


Unless covered by general ACL, our product warranty does not extend to natural timber products. Specifically, we will not refund, exchange or accept the return of goods for perceived defects relating to timber anomalies or figure including: curl ripples, growth stripes and rings, mineral streaks and pin knots.


We are more than happy to liaise with clients throughout the production process in order to ensure that you receive an item that is of a high standard. If you have any queries relating to natural finishes, please do not hesitate to contact our friendly customer care team.