Delivery, cost and safety
We keep this short and plain, because you should not have to hunt for it.
What you pay
The item price and the delivery price are shown separately, and both are real. We would rather put the freight on the invoice where you can see it than bury it in the price of a bowl.
- Delivery is charged, and it is worked out per item. Put your address in at checkout and you will see the exact figure before you pay. It is calculated from the weight of what you have chosen and where it is going — not a flat fee, not a guess.
- Several pieces can carry several delivery charges. Each piece is packed and sent by the maker who made it, so two things in one basket often travel as two parcels. We show you each one rather than averaging it and hoping.
- We do not do free shipping. Nobody does. It is either in the price of the goods or it is on the invoice, and we would rather you could see it.
- Australian GST is included in every item price shown.
- No handling fee. No packing fee. No fuel levy. No card surcharge. The delivery figure at checkout is the whole delivery figure.
How long it takes
- Your order goes to the maker as soon as you place it.
- The maker packs it and hands it to the carrier.
- Then it flies. Real carrier estimates, checked this week: Australia about 10 days · United Kingdom and Germany about 9 · United States and New Zealand about 8.
Most orders arrive in 2 to 3 weeks.
When it runs late
Two times of year are slower, and we would rather say so than pretend otherwise:
- Christmas. Every carrier in the world is full.
- Lunar New Year. The factories in China close for about two weeks. Nothing moves, for anyone.
Customs can also hold a parcel for a few days. In those periods, allow up to 4 weeks.
Tracking
You get a tracking number by email as soon as the parcel actually moves — not when the label is printed. If a parcel stops moving for more than a week, write to us and we will chase the carrier ourselves.
Where we ship
Australia and New Zealand. The United Kingdom and Ireland. The United States and Canada. Germany, France, the Netherlands, Belgium, Spain, Italy, Portugal, Austria, Switzerland, Denmark, Sweden, Norway, Finland, Poland and the Czech Republic. Singapore, Hong Kong, Japan, South Korea, Malaysia, the United Arab Emirates and Israel.
We ship to a named list, not “anywhere”, because we only promise what we have actually checked. Outside Australia your own country may charge import duty or tax on arrival. That is set by your government, not by us, and we cannot collect it for you in advance.
What we will not sell you
This is the part most shops leave out. There are things we could list and choose not to, because they are not safe or not legal to sell into your country:
- Anything that plugs into the mains unless it is rated for your country's voltage and carries the approval mark that country requires. Australian mains is 230V. A 110V fitting from an American catalogue does not belong in an Australian wall.
- Anything that connects to drinking water without WaterMark certification. In Australia that certification is the law, not a nice-to-have.
- Gas appliances, which have their own approval regime.
- Aerosols, flammable liquids and pressurised containers. Airlines will not carry them, so neither will we.
- Loose lithium batteries, and anything with an accessible button battery that does not meet the mandatory safety standards.
- Anything that is part of a building's structure or fire performance — doors, windows — without the right rating for where you live.
Fitting
Most of our hardware goes on with two screws. Anything hard-wired into the mains must be installed by a licensed electrician in Australia, and every listing states the voltage the maker rates it at. Ask your electrician to confirm a fitting is suitable before installing it.
Your rights
If you are in Australia, your consumer guarantees under the Australian Consumer Law apply to everything we sell, and nothing on this page limits them. If something arrives faulty, damaged or not as described, write to us and we will make it right.