SHIPPING

Shipping Information

I placed an order, when will my package arrive?

Our team work hard to ensure orders are sent out as soon as possible, however please allow for delays of 2-5 business days for your order to be processed and dispatched during promotions, public holidays and over holiday periods. Deliveries are made Monday to Friday, between 9am and 6pm (Public holidays excluded).

How can I track my order?

Once your order has left our warehouse, you will receive an SMS or email with your tracking details. Please note it can take up to 24 hours for the tracking details to reach your inbox.

You can track your order by entering your consignment number at https://auspost.com.au/mypost/track/#/search

I have only received part of my order

Depending on the size of your order it may be dispatched in multiple parcels that Australia Post may deliver at different times. If you have not received your complete order, please check your tracking details by entering your consignment number at https://auspost.com.au/mypost/track/#/search before contacting us.

My order is delayed, lost, or stolen

Australia Post may experience delays that are outside of our control. If your parcel is lost by Australia Post we can submit an enquiry for you & we will do our best to compensate you.

If your parcel is delivered and then stolen, unfortunately we cannot take responsibility for this, as we have completed your purchase & delivery to your provided address.

We are not responsible for re-shipping if your order is returned to our Warehouse due to you providing an incorrect or incomplete address or failure to accept or collect delivered packages.

We do offer Shipping Protection on standard product deliveries (excludes Bulky Goods)

Do you offer express post?

Yes we offer express post for standard Australia Post deliveries (excludes oversized/bulky goods). 

Do you ship internationally?

At this stage we do not ship outside of Australia.

Unclaimed Packages

Please note any unclaimed orders that are returned back to us due to the parcel(s) not being picked up at an Australia Post Depot or if the wrong delivery address is provided, a redelivery fee of $12.95 or the appropriate oversized or remote delivery charge will be incurred by the customer.

Pre Orders

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.

Please note our Welcome Discount Code is not valid on pre-order items.

I have ordered pre-order items and in-stock items, can I ship them separately?

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, unless you Contact Us to pay for split shipment. This means that we can ship your in-stock items immediately in one order and your pre-order items when they arrive.

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.