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Shipping & Delivery
Whilst we strive to process your order and ship as quickly as possible, we unfortunately have no influence on external providers' delayed delivery times.
Delivery Options
Standard Australia Post eParcel
FREE on orders $50 and over
Metro: 3-4 business days
Regional: 5-7 business days
Remote: 8-10 business days
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Express Australia Post eParcel
Calculated at cart once based on location
Metro: 1-2 business days
Regional: Please allow an additional 1-2 business days
Remote: Please allow an additional 1-2 business days
For more accurate delivery updates, please go to: Australia Post - Domestic Delivery Times
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Delivery To New Zealand
Standard Australia Post eParcel to NZ
Calculated at cart once based on location
Metro / Regional / Remote: 9-15 business days
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Express Australia Post eParcel to NZ
Calculated at cart once based on location
Metro / Regional / Remote: 6-12 business days
Weekend / Holiday Purchases
If you place your order over a weekend or on a public holiday it will be processed and sent out over the following business days (Monday – Fridays).
Please note: Shipping times are a guideline and subject to change. You may experience slightly longer delivery times during peak periods (Sales or over long weekends), due to wild weather, or due to other Australia Post-delivery issues that are unforeseen or unavoidable events beyond our reasonable control. Online orders are processed and shipped from Melbourne, Victoria and so we follow any Victorian Public Holidays.
Dispatch Times
We endeavor to process and dispatch all online orders within 1-3 business days from the order being placed, unless otherwise stated. Following dispatch, you will be notified via email with a tracking number.
Please note: During peak periods (Sales or Public Holidays), dispatch times may be longer.
Same Day Dispatch
Orders placed before 1pm AEST on Monday to Friday are eligible to same day dispatch.
Please note: During peak periods (Sales, Public Holidays or the day after Public Holidays), same day dispatch may not be applicable whilst our DC teams work to prepare your Orquestra order.
Tracking
You will receive an email with your tracking information once your order has been processed. We send most orders with Australia Post, so you will be able to track your order via their website with the tracking number you receive.
If you are unable to locate your tracking number, or if you have any questions about your shipped order, please let us know via our Contact Us page and our Customer Service team will assist you with your enquiry.
Authority To Leave (ATL)?
To minimize the risk of contracting or spreading COVID-19, all deliveries (at your delivery address or at the Post Office) will no longer require a signature. You may leave delivery instructions whilst entering your details, otherwise Australia Post posties will leave it in a safe spot, if there is one.
Shipping To Multiple Addresses
We are unable to process split shipments within one order at this time. If you wish to ship to multiple addresses, you can do this by creating separate orders, each with their own delivery address.
Lost or Damaged Goods
AnswerIf your order is lost or damaged in transit, please contact our Customer Service team via our Contact Us page and our Customer Service team will assist you with your enquiry promptly
International Shipping
We can ship to virtually any address in the world too. Please contact us for a quote
Afterpay Returns
You are more than welcome to return your Afterpay order online for a refund provided it meets with our Returns Conditions above. Your Afterpay balance will be reduced to reflect the new order total once the refund has been processed, refunds can take up to 5 business days once processed. We are unable to exchange any Afterpay orders
Returns
Returns Policy
Items can be returned within 30 days of your parcel being shipped to you. All products returned must be in unused condition and in its original packaging. Please note, you are required to cover the costs of returning the goods to us for any change of mind returns.
Refunds for all purchases will be given using your original payment method and you should expect to receive your refund within three weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). Please note that if you return an item due to change of mind and your order had a freight charge, you will receive a full refund for the item, we do not refund the original shipping cost
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
We recommend that you use a tracking number for your returns parcel as we do not accept responsibility of any returns lost in transit.
Faulty Items
We take extreme care in ensuring our goods are of the highest quality.
However, if for any reason you find a fault with one of our products, you will be entitled to the following remedies under the Australian Consumer Law:
(1) exchange or refund of items for major failure or faults or
(2) exchange or repair if the goods fail to be of acceptable quality and the failure is not a major failure.
In assessing a claim for faulty goods, the Australian Consumer Law allows us to take into account how much time has passed since you bought the product, how the product has been used, the length of time for which it is reasonable for the product to be used and the amount of use the product could reasonably be expected to tolerate before the failure becomes noticeable.
If you believe you have received a faulty item or there has been an error with your shipping, please Contact Us.
Naturally, if your product is faulty or incorrect, we will pay for the return delivery of the item. Answer
