GUARANTEE / REFUND & RETURNS POLICY

We quality check all the products we sell, and have vetted a large number of courier companies and mail systems in order to provide you with a consistent, high standard of service.

We cannot guarantee specific dates for delivery due to many possibilities for delays outside our control, such as extreme weather events, or customs delays. However we do guarantee delivery or a full refund if the criteria below under ‘Full Refund’ are met.

After all, it is not in our best interests or yours for a gift not to be delivered –  and we believe in win-win situations! So we only work with couriers and mail companies that have full tracking of goods which must be signed for, to ensure safe delivery to the correct address.

Our policy on any issues is detailed here:


Overseas delivery

All our overseas delivery parcels are sent with DHL Express, who are a reputable International delivery company.

All parcels are tracked and signature is required on delivery unless you request the gift to be left in safe place at your own risk.

Delays in international deliveries can happen due to circumstances beyond our control for example customs delays; and international weather events. Customs delays do happen to approximately 2-5% of parcels depending on the country they are being sent to. Usual customs delays are 5-7 working days but may be longer (up to 3-4 weeks) depending on the country and reason for delay.

If this happens to your parcel, we will do everything we can to help get it cleared, which may involve providing information and updates via DHL who liaise with local government customs on our behalf.  In some cases this just involves letting customs follow their own processes for clearance.  We will not refund because of this delay that is beyond our control. This is regardless how much you have paid for shipping; or which carrier it is being sent through.


Full Refund – overseas delivery

A full refund is given when all the following circumstances are met

  • Correct contact name, address, and local phone number for the receiver overseas have been given;
  • You and/or the receiver have provided any additional information requested by ourselves or customs in a timely manner;
  • Parcel has not been released from customs after 8 weeks despite all information requested from either you, us, or the receiver being provided in a timely manner.

Partial Refund – overseas delivery

A partial refund is defined as the total price you paid less freight, duties, taxes, and customs clearance charges incurred by us.

A partial refund on overseas gift delivery is given when all the following circumstances are met:

  • Correct contact name, address, and local phone number for the receiver have been given;
  • Parcel has not been able to be released from international customs due to lack of information provided (as requested) by yourself or the receiver;  or lack of response from yourself or the receiver for further information.

No Refund – overseas delivery

  • We cannot refund for gifts delivered to wrong addresses. If you have given the wrong address, we are very sorry we cannot help more. So we implore you – PLEASE check the address before clicking ‘enter’ and contact us as soon as possible if you think it is not correct.
  • Where shipment delivery has been delayed due to circumstances beyond our control, such as in random customs inspections (generally 5-7 working days), but ultimately gets through to the receiver within 8 weeks, there will be no refund or return on items, as this is completely out of our control.
    • Please note – we are unable to cancel and/or refund a shipment once it has been dispatched – all the costs have already been incurred on dispatch and cancelling a shipment will only result in additional shipping costs being incurred by us for the returned parcel, which is why this is not something we do.
  • If you, or the recipient has requested the parcel to be left without a signature; and it has been lost or stolen, we do not refund as this is you or the recipient’s choice to leave the parcel unattended and is out of our control.

OR

  • Correct contact name, address, and local phone number for the receiver have been given;
  • The parcel has cleared customs and the local courier has not been able to deliver the parcel for any of the following reasons:
    • The person was not at home at time of delivery and has not responded to the card left by the courier, or the voicemail left by the courier to confirm when is a good time or new location (e.g. a work address) for delivery;
    • The request to leave the parcel in a safe place without signature has been not been complied to because the local courier does not deem the location to be safe (e.g. in the case of an apartment block where the parcel would need to be left on the street); AND the receiver has not responded to the courier’s voicemail or the card left by the courier company requesting better time/ address for delivery.

If you are unsure or want to know more, please chat with us 24-7 on the link below, or email us at info@istillcallaustrlaiahome.com with your specific question.


Damaged Goods

For items received damaged, please take a photo of the item within 24 hours of receipt, and send to info@istillcallaustraliahome.com. We will either refund the damaged item or send a replacement item at no extra charge.


Handmade items

Some of our stock, such as our ceramic products, are individually hand-made, one-off designs.  All our stock is quality checked and we do not make refunds based on the unique nature of our hand-made items; nor do we make refunds based on slight colour variations from our website.


Sale items

Sale items are non-refundable.


Returns outside sale and damaged items

You may return any item for a refund to us within 7 days of receipt provided the item is received by us in the condition it was sent to you.

Return shipping costs in these cases, are your responsibility.

Original shipping costs will not be refunded if there has been a change of mind. Goods must be returned in unused condition in their original packaging within 7 days of receipt. Once we receive the item/s, a refund will be credited back to you excluding delivery charges.  We recommend returning the goods via a traceable method to ensure safe delivery.

We will not be held responsible for refunding goods that have not been received to the following address (i.e. without tracking).

The address for returns is:

I Still Call Australia Home

Level 1, 5/1 Fortitude Crescent, Burleigh Heads QLD 4220.