Our subsidised standard delivery service for in-store and online orders

SHACK coordinates a subsidised standard delivery service throughout the greater metropolitan Sydney; we have designed this delivery service to offer our customers an affordable option. We are able to provide this service by subsidising a portion of the cost, and by having our customers agree to be flexible in receiving their delivery.

Our logistics team will contact you when your items are ready for dispatch; we are unable to take requests for specific days or times. The receiver will need to be available for a pre-arranged time slot on their allocated delivery day. Our delivery team will also call 30 minutes prior to arrival.

The definition of standard delivery service is an attempt to facilitate delivery of a product into a designated space with a reasonable amount of ease and within a 30-minute time frame from arrival. Please choose and measure carefully as we do not refund for change of mind or in circumstances in which you have ordered or measured incorrectly. Delivery fees are to be paid to our contractors at the time of delivery for in store orders. The delivery fee for online orders is being charged by the time of checkout on our website. You will receive a delivery quote to your area upon ordering which will be displayed on your sales order.

1.     It is your responsibility to ensure prior to the time of delivery that your products will easily access your space. This includes ensuring all internal and external courses such as elevators, stairwells, hallways, and any other obstacles can be easily negotiated by our two-man delivery team.

2.     SHACK and our appointed delivery contractors reserve the right to refuse to carry out a delivery in circumstances where the product is deemed unable to access the site due to size restrictions, possible damage to the product or surrounding property, or instances considered dangerous. A futile delivery attempt fee will be charged if we are unable to conclude safe delivery of your product. A futile delivery fee will be equal to the original delivery quote. Refunds will not be made for cases in which inadequate measuring of access and space has been made by you; we may at our discretion offer a store credit.

3.     It is your duty prior to accepting our subsidised standard delivery service that you advise us if you require a specialised delivery that is more complex than what our standard delivery service offers. We are able to guide you in finding an out-sourced delivery company that will be able to assist you in a specialist delivery service for your needs. Specialist deliveries will require you organising the service and paying for the service yourself. SHACK does not subsidise out-sourced delivery services.

4.     All products are required to be unwrapped and assembled at the time of delivery. It is your responsibility to carefully inspect your products for damage or faults at this time; a signature and date from you or your authorised receiver will be required to acknowledge that your products have been received in good condition. SHACK and our appointed delivery contractors will not be held liable for any failure on the receiver’s behalf to inspect products closely and report any damage prior to our delivery team departing.

5.     We are able to hold furniture orders in our warehouse for a maximum 21 days; storage fees will come into effect past this time. Storage fees are based on 7-day increments of $33.00 per cubic metre. Please contact support@shack.com.au if you have any concerns with the dispatch or collection of your products.

Collecting your items from our warehouse

We strongly recommend that this option is given adequate thought and comes secondary to our subsidised standard delivery service, or you arranging your own furniture removalist to collect on your behalf. Physical strength, an appropriate vehicle and the ability to be able pack and fasten your own load is required. You will need to bring your own protective blankets and ropes to secure items, as most furniture pieces come unwrapped. Please be aware that there are always risks in transporting furniture and we take no responsibility for damage to your furniture, vehicle, or any injury to you as a result of you collecting your furniture. Out-sourced delivery companies, regional, and interstate carriers, are able to collect from our warehouse on your behalf. Your nominated carrier will be considered a third party agent for you. Accountability to inspect products carefully prior to leaving our warehouses will be your nominated carrier’s responsibility; your representative carriers will be required to sign that products have been collected in good condition on your behalf.

Our guarantee to you and caring for your product

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Due to manufacturing processes we are unable to guarantee batch-to-batch shade variations in stains, finishes and fabrics. Our products are handmade therefore slight imperfections, inconsistencies, and piece-to-piece variations are not considered defects nor are they covered by warranty.

SHACK furniture is warranted against failure due to a manufacturing defect for a period of 2 years; during this term we will repair, replace or refund at our discretion. In the case of foreseeable loss or damage, the maximum liability of SHACK will be limited to the initial amount paid by you to us. This warranty applies to the original purchaser and is non-transferrable. Our guarantee applies to indoor residential usage and does not cover commercial or institutional applications.

Defects or damage caused by misuse, negligence, failure to maintain the product adequately and general wear and tear are not considered under this warranty. * It is important that the surface lacquer of your product does NOT come in contact with the following products: oil and oil products, alcohol, chemical cleaning agents, and petrochemicals including nail polish remover and adhesives. Simply use an uncontaminated damp cloth to clean your articles. Placing hot articles on your furniture may damage or discolour the finish. We advise protecting the surface and using coasters and placemats.

In the event a product needs to be returned to us under warranty due to a defect we will, if we initially delivered the item, collect the product from you free of charge. If you or your third party carrier collected the product initially, you will need to organise the product to be returned to us at your own expense.

To make a warranty claim against a defect you will need to email us at support@shack.com.au with the following information; you, the purchaser’s name, address, contact phone number, purchase order or invoice number. We will require the email to contain a brief statement outlining the issue, and you will need to include detailed photos of the fault and this signed agreement.