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Shipping and Delivery
We offer standard shipping within Australia at a rate of $12.95 for Metro & Regional and $16.95 for Remote, as defined by our delivery partner Australia Post, on most items with the exception of most Furniture, some Rugs and larger homewares pieces which have an oversized delivery rate per item of $20 - $180. Free shipping promotions do not apply to oversized delivery items.
Express Post is available for standard Australia Post deliveries (excludes oversized/bulky goods) at a rate of $19.95 for Metro & Regional and $24.95 for Remote, as defined by our delivery partner Australia Post.
At this stage we only deliver within Australia and are unable to deliver to Drop Boxes or PO Boxes.
We strive for orders placed before 9am (AEDT) Monday to Friday, to be dispatched the same day. Orders placed after 9am (AEDT) should be dispatched by the next working day. You will receive a shipping confirmation email as soon as your order leaves the warehouse.
Our team work hard to ensure orders are sent out as soon as possible, however please allow for delays of 2-4 business days for your order to be processed and dispatched during promotions, warehouse sales, public holidays and over holiday periods. Deliveries are made Monday to Friday, between 9am and 6pm (Public holidays excepted).
Please note that new contactless delivery measures have been put in place by our delivery partners.
Please note any unclaimed orders that are returned to us due to the parcel(s) not being collected at an Australia Post Depot or if the wrong delivery address has been provided, incur a redelivery fee of $12.95 or the appropriate oversized delivery charge.
DELIVERY TIMES
Occasionally, carriers experience delays and as much as we don’t like it, they are out of our control. We do not accept any liability and you agree to release us from all liability arising out of any delay in shipping and delivering an order.
TRACKING YOUR ORDER
Once your order has been packed and has left our warehouse, you will receive an email with all of your tracking details. Please note it can take up to 24 hours for the tracking details to reach your inbox, once it has left our warehouse.
If you believe your order has been delayed or you have not received your tracking details within 48hours, please contact our Customer Care team via our Contact Us page so we can lodge an enquiry for you.
Please be aware we are not liable for any lost or stolen packages, once your order has been delivered to the given address.
INCORRECT ADDRESS
If there is an error with your address, please contact us through our Contact Us page and we will endeavor to amend it. However due the fast processing times of our warehouse this is not guaranteed. We do not accept any liability for incorrect addresses. To avoid disappointment, please make sure you check your delivery address carefully.
INCOMPLETE ORDER
There may be rare instances when items purchased are sold out/unavailable on the same day of purchase. When this happens, the remainder of your order will be dispatched and a refund will be processed on your behalf. Orders are subject to availability and GIGI&TOM reserves the right to cancel any order, for any reason, including due to unavailability.
PRE-ORDER
If you have ordered a pre-order item, please refer to the product page listing for current pre order shipping dates. Pre-order time frames are not exact, instead these are estimated time frames of dispatch and could be subject to change. =
If you have ordered a pre-order item and an item that is in-stock your order will only ship when your pre-order item arrives.
If you want to pay for split shipment so your in-stock items can be shipped immediately please Contact Us.
SHIPPING PROTECTION
The optional Shipping Protection service is offered by GIGI&TOM to give your parcel protection for your peace of mind:
- Loss, theft or damage in transit.
- Resolution of shipping issues with just an email to us.
- Item replacement/s.
GIGI&TOM's Parcel Protection program collects a small percentage of your order, excluding shipping and taxes. Our Parcel Protection Policy is not applicable on gift cards, digital products and selected items.
Customers must opt in to our Shipping Protection Policy in the cart before checkout for the Shipping Protection Policy to apply. Our Shipping Protection policy is not transferable or redeemable for cash, and is not refundable.
By participating in our Shipping Protection policy, you agree that GIGI&TOM reserves the right to modify or replace any part of these terms and conditions and terminate this policy at any time without notice.
WHAT IS COVERED BY OUR SHIPPING PROTECTION?
What happens if my parcel gets lost in transit?
There are times when parcels are not delivered within the standard time frames as specified by the shipping carrier. If this occurs, please contact our customer service team so we can open a missing / delayed parcel investigation. If they deem your parcel to be lost, GIGI&TOM will replace items from your order. If the parcel is delayed and it still showing in transit a reasonable time will need to be allowed for the delivery to still occur. Please note, we do not offer refunds and this shipping protection offers a replacement of items.
What happens if my parcel is delivered to the incorrect address?
If the tracking details show your parcel has been delivered to an incorrect address and we are unsuccessful in retrieving your parcel, it will be deemed to be missing. You will be covered by shipping protection in this event and your items will be replaced. Please note, we do not offer refunds for parcels delivered to an incorrect address.
What happens if my parcel is damaged in transit?
If your parcel arrives damaged by the shipping carrier, we will replace the item for you. In the first instance, please contact our customer service team to arrange to have your parcel sent back for assessment by our returns team. Once an assessment has been made, you will be contacted with a resolution.
What if I do not have Shipping Protection?
If you did not opt into our Shipping Protection with your order, please contact the shipping carrier directly to seek a resolution. Without Shipping Protection on your order, GIGI&TOM will not be able to provide a replacement.
WHAT IS NOT COVERED BY OUR SHIPPING PROTECTION?
What happens if I have accidentally entered the incorrect delivery address on my order?
If an incorrect address is entered into your order and the parcel is subsequently delivered to that address, we cannot be held responsible for either the recovery or replacement of your order. This includes payment of any damages as a result of non-receipt of your order.
What happens if my order has shipping delays?
In the unlikely event of a delay in the delivery of your order that it is still in transit, this does not constitute as a lost parcel. The parcel must be first declared lost by the shipping carrier before a replacement is provided.
Can I get a refund on my Shipping Protection?
Once your order has been dispatched, Shipping Protection is not able to be refunded.
HOW DO I MAKE A CLAIM?
Making a claim is as easy as sending us an email. Simply send an email to gigiandtom@haeven.com.au with your order number, contact info and a description of the problem and we will get back to you ASAP.