Holiday- Christmas/ New Year 2022/2023
H&G are taking a holiday break from 23rd of December- 9th of January.
Please note: product orders during this time will be processed on return and standard lead times will apply. To receive your order before the break, please have your order in by 14th of December (Excluding custom powder coat options).
During this time we will be checking emails when possible, please allow 2-4 business days for a reply.
Thank you for your support over the last 8 years in business.
Lead Times- Update
Please note we’re experiencing shipping and material delays plus a large volume of orders (thank you 🙂 ), however due to these delays we are working on our later lead times of up to 16 working days (+,-) to process orders. If you’re needing an order urgently please get in touch beforehand to see if it’s possible.
We thank you for your patience during these times.
01 // Making/Handling/Packaging Times
Some of our products are made to order, once you have placed your order please allow 2-16 working days for making/ packaging (unless otherwise stated). Please see shipping times below, please not shipping times are not included in the packing times.
If you need your order by a certain date/express please email through prior to purchase so we can confirm if it is a possibility.
02// Shipping
Costs:
All Australian orders over $150 include free shipping Australia wide. Under $150 is $8 flat rate.
International Shipping, please see table rates at checkout.
Express Post:
If you would like an item sent express post please contact us prior to purchasing.
Shipping Times:
As a general guideline shipping to eastern states allow (after handling times) 1-4 days and major centres in western states allow 5-12days. Please note that shipping times are a guideline only and can vary depending on current courier loads.
PO Boxes:
Please note our couriers do not deliver to PO Boxes, please give physical address at checkout.
Delivery:
Where possible we will make parcels signature on delivery. Tracking details will be emailed once dispatched and it is the customers responsibility to make sure the parcel is signed for or collected from the stated holding place once a card has been left. If parcels are held for over 2 weeks they are returned by the courier and re-sending costs will be covered by the customer. If you would like no signature on delivery (Authority To Leave), please leave a note at checkout and we will change to Authority to Leave, in this case the customer takes risk of delivery.
Please double check addresses. Incorrect address of parcels may incur addition postage charges if returned to sender and the parcel needs to be re-sent.
International orders
Any import duty taxes are payable by the receiver. Please contact us if you have further questions regarding international shipping- hailey@handgdesigns.com
03 // Returns + Refunds
Damaged Items
We personally package all orders with the utmost care if however your item has being damaged in transit please contact us within 7 days of delivery. Please contact us via our Damaged Items Form- Here
Refunds + Returns
We are confident of the quality of our products, if however the product doesn’t meet your expectation we have a 30 days return policy. You can return your item to us within 30 days to exchange it for something else, a store credit or refund. Unfortunately after 30 days we can’t offer you an exchange or credit.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please complete a refund form, from here we will advise of the best method of return and returns address. Please find the returns form- here.
Please be mindful not to assemble or modify a product before returning it; otherwise we will not be able to refund your purchase. H&G Designs are also unable to refund, and return an item where the packaging or product is returned damaged or marked.
The shipping costs for returning your item with be your responsibility. Any original shipping costs are non-refundable. The cost of return shipping and a packaging and handling fee of 2% will also be deducted from your exchange (if the purchase is a change of mind). We cannot accept responsibility for lost or damaged returns, we recommend sending with a tracking service that includes transit insurance.
Upon safe receipt of your returned unused item, we will inspect the item before advising you by email that it has been processed.
Please note refunds via Paypal and Pin payments will have processing times.
We sent the wrong product? Opps! Sorry, this sometimes can happen, please email hailey@handgdesigns.com directly and we will swiftly organise a swap (at our cost, of course).
We can not return for change of mind on custom orders.
The colour of the products may vary to what is displayed on the website. This can occur due to a wide range of factors such as different monitor settings, computer hardware, colour bits depth and numerous other reasons.
Some of our items are handmade from natural products so slight imperfections may occur.
Our products use natural materials such as leather and timber, please expect variations in colours and textures. Each batch of timber and leather may vary to our product photos.
04 // Payment
We accept payment through Paypal, Pin Payments and Afterpay at checkout. We start processing orders once payment is complete.
05 // Privacy
We do not collect any payment information and payments are processed externally through Paypal and Pin Payments.
Paypals privacy and security policies apply to all payments made.
https://www.paypal.com/webapps/mpp/ua/privacy-full
06// Installation
Installation Instructions Wall Shelves
Installation Instructions Side Tables
07 // Options and Colours
Fixings:
We have a variety of fixing colour options.
Please see below:
Leather Options:
Suede Leather-
High quality suede leather with tam leather backing. Curved tops and stitched details.
Mushroom- a creamy colour with a very light hint of grey.
Grey- medium grey.
Biscuit- light brown.
Black- jet black.
Pink- Medium pink.
Sage- A soft light green tone
Nude Leather-
A plain nude leather front and back.
Light peachy colour.
Shelves:
Nordic Timber Look- light blonde look (oak/ rock maple) 16mm
Charcoal- textured look dark charcoal
Linen- textured look creamy linen
08// Environment
We are well aware of the environmental impact e-commerce and the homewares industry has. We are constantly improving on our environmental initiatives. We send over 95% of our parcels via Sendle which is a 100% Carbon Offset service so your parcels will be arriving Carbon Free. We’ve also recently switched to a Better Packaging option using compostable shipping bags over plastic alternatives. We use a greener version of bubble wrap where needed and for non-delicate items we use a recyclable paper “bubble wrap”. We’re always on the hunt for ways we can improve so if you have any suggestions we are always keen to be better.
