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How long does delivery take?

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How long shipping will take depends on where you live. A parcel can take approximately 7 to 10 days to arrive at your address; however, most packages will arrive much sooner than this.

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The following is a guide to estimated shipping times in Australia:

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• East coast capital cities: 5-7 days

• Adelaide, Darwin & Perth: 7-10 days

• Tasmania: 7-10 days

• Regional centres: 7-10 days

• Remote locations: (includes mining settlements in remote areas): 7-10 days

• Australian territories: (includes Norfolk Island, Christmas Island and the Australian Antarctic territory): 9-13 days.

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You can track your order via the tracking link emailed to you once the parcel has been sent.

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How long does it take for my order to be processed?

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All orders will be packed up safely and shipped within seventy-two (72) hours from your order being placed and payment being accepted, this will vary pending on your payment method. 

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For any click and collect orders, your payment will need to have been received prior to items being released, this will vary based on the customers payment method. Please ensure you provide current contact details so we can contact you once your order is ready to be picked up, usually this will be between 24 and 72 hours, in junction with the shop's trading hours.

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Do you offer free shipping?

 

No we don't offer free shipping. Indigo Rose Home Living offers shipping to most locations in Australia based upon the weight of your parcel or parcels using Australia Post or Fastway / Aramex Couriers. Delivery costs are calculated and displayed in the shopping cart. The standard delivery fee is calculated by the size and weight of the items, plus the delivery location.

 

Large items will need to be quoted for when you provide a postal address (PO Boxes are not acceptable). Indigo Rose Home Living will email through a shipping quote on these items.

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Local Delivery - For those living within in the Illawarra, NSW, we are now offering a local delivery option. Local Delivery is available on items that as a total order equate to less than 1 cubic metre in size. The store will contact you once items are ready for delivery to organise a suitable time. This may be outside business hours. Orders requiring local delivery will usually be delivered within 2-4 business days. The Illawarra local delivery area includes Helensburgh to Gerroa NSW.

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How can I track my order?

 

You can track your order via the tracking link emailed to you once the parcel has been sent.

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Where do you currently ship to?

 

Indigo Rose Home Living delivers to most locations throughout Australia. If you would like to enquire about whether we can ship to your area, please send us through an email or DM us on one of our social media options with your enquiry.

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My order hasn't arrived yet?

 

An order cannot be declared missing until 30 business days (excluding public holidays and weekends) have passed to allow for unexpected delays with the postal services.

 

If it has gone past the expected delivery date, please contact us via email

 

Using your tracking number, you can use the email sent to track your delivery.

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Can I return my order?

 

Indigo Rose Home Living is proud of the beautiful items we sell. These are made with care and we take the process of getting your items to you safely and in one piece seriously. If you need to request a refund, return, or exchange, we ask that you take the time to read this returns policy. 

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Indigo Rose Home Living only accepts returns of items that are unworn, unwashed, undamaged, or have manufacturing defects within 7 days of purchase with the original receipt, where the item still has the manufacturing tags still attached.

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A credit note for the same value will be issued, valid for 12 months from the date of issue.

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Refunds will only be issued on defective merchandise that cannot be replaced. Undergarments, jewellery, watches, custom ordered, or sale items cannot be returned or exchanged with the exception of items that have manufacturer defects that cannot be replaced.

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Please do not send item(s) back to Indigo Rose Home Living without first contacting us via;

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• email or/

• phone: 02 4232 2838

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When providing us with your request you must provide the following information:

1. A contact phone number (daytime and after hours) 
2. A copy of your invoice/receipt.
3. A brief description of the fault or issue

 4. An image of the product you are wishing to return.

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Please do not return the items by post or courier until we have replied or spoken to you. 

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What if an item is damaged when it arrives?

 

If your goods have arrived damaged please let us know as soon as possible. Damaged goods returns must be requested within 7 days of receiving your purchase. Once the return is approved, we will send out information on the sending back the item. In the case of damaged or faulty goods, a photograph of the item is required to help us determine the best way we can assist you. Please include a photograph with your email.

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What if I change my mind after purchasing?

 

Indigo Rose Home Living encourages you to choose carefully when making your purchases. We are always here to help you find the right item and we're happy to talk to you about what would be best for your home and answer any questions about the item(s) you are investing in.  

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Returns for change of mind must be completed within 14 days of the date of shipment. Please note Indigo Rose Home Living does not offer a refund for change of mind returns however, we may offer a credit voucher or exchange. The exchange or credit will not include shipping and handling charges, and these charges will be charged at the time of return or deducted from a credit voucher or exchange value should we decide to offer one, unless you choose to pop by our Kiama Terrace Store. The exchange or credit will be issued when the goods are received by Indigo Rose Home Living in original condition, including complete, undamaged product packaging where applicable.

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Indigo Rose Home Living will not accept the return of items from the following categories for a change of mind return under any circumstances:

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• cosmetics, soap, personal care products, and fragrances

• bedding

• gift vouchers

• Food

• Undergarments

• Jewellery or watches

• Custom orders

• Sale items

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These products can still be returned if they are faulty, not fit for purpose, or the product is significantly different from the published sample or description.

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What about other returns?

 

Indigo Rose Home Living will accept product returns and provide you with an exchange voucher, refund or repair where:

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• the product is faulty or is not of reasonably acceptable quality; or

• the item is not fit for its intended purpose; or

• the product is significantly different from the published sample or description; and

• you can't present your Indigo Rose Home Living tax invoice or other adequate proof of purchase. 

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Indigo Rose Home Living may elect to return the product to the manufacturer's repair agent to determine the nature of the problem. Indigo Rose Home Living reserves the right not to offer an exchange voucher, refund or repair where the item fault is a result of misuse, poor storage or neglect.

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How do I begin the returns process?

 

Please contact us directly by;

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• email

• phone: 02 4232 2838

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When providing us with your request you must provide the following information:

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 1. A contact phone number (daytime and after hours) 
2. A copy of your invoice/receipt.
3. A brief description of the fault or issue

 4. An image of the product you are wishing to return.

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Please do not return the items by post or courier until we have replied or spoken to you. 

 

 

Will you pay for my return postage?

 

No, return postage is at the customer's Indigo Rose Home Living will only pay for return postage if an item was damaged or broken before receiving the goods upon investigation. 

 

 

Can I get a refund on a sales item?

 

Indigo Rose Home Living does not offer refunds on sales Items for change of mind unless the product is deemed faulty.

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Custom Orders / Special Orders

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For those of you wishing to make a special order for one of the pieces you may have seen that is not currently in stock, or wish to custom design a specific piece, we invite you to contact us or come and visit us in our Kiama Terrace Store. Our staff will assist you in finding or creating the perfect piece for your style and needs. In order to complete your order, a 50% non-refundable deposit will be required upfront before we can place the order, with the remaining amount due upon pick up, or before delivery can be organised. All measurement, colour, material, etc requests must be emailed directly to the store, prior to the order being placed, with the customer taking full responsibility in the measurements provided, please allow for a slight variation in the measurements of pieces when ordering your custom piece as a slight variation may occur in millimetres. If you opt to place your order in-store, the measurements, colour, and description will be included on your receipt, your deposit is confirmation that this information is correct and you are happy for us to place your custom / special order as per details on the receipt. If there is an error it is your responsibility to let us know within 72 hours from the time of purchase so we can correct the error without penalty, this will need to occur in writing before any changes can be accepted.

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Limited Warranty

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Please note with some timber furniture pieces are deemed as a natural ‘living’ material due to the processes they have undergone to create the piece selected. These will respond to temperature and humidity variations by expanding and contracting. Your items can experience movements and cracks as they adjust - this is not a fault, but a natural occurrence within the fibres of a natural product. 

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One example is the natural moisture content of a solid munggur wood items is high. While some of the products are kiln-dried for an extensive period, these particular product’s design embraces thickness in timber which will hold moisture in the centre. During these item’s transport, moisture can creep to the surface and leave water blemishes. Though the supplier has a process of further enhancing these munggur wood pieces after receiving them the moisture content of munggur wood can change and excess moisture may surface.

 

It is to be expected water blemishes remain as part of the characteristics of solid munggur wood. As with any natural material, existing fluids and moisture can leech over time, which may cause stains on some surfaces. We do not recommend placing natural timber items directly onto carpets or rugs. If placing timber pieces onto carpet or rugs, the occurrence of a timber stain can be avoided by simply using a protective liner. Many of our timber ranges are characterful woods with the appearance of naturally occurring knots. Variety of colours, grains and knots found in wood is simply the character of timber and not a defect. No one piece of timber is alike and customers’ should expect a variance in tone, veins, grain pattern, leaching, cracking and knots. None of the above is viewed as a fault; we embrace these changes as the natural characteristics and beauty of timber furniture. 

 

Indigo Rose does not offer refunds, replacements or exchanges arising from the look of the timber as described here. These are particular unique aspects that a customer accepts when purchasing furniture through Indigo Rose Home Living.

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