Shipping, Returns & Exchanges Policy

1. OUR PRODUCTS

1. Although we have made every effort to display the colours accurately, the images of the Products on our site are for illustrative purposes only.
2. We cannot guarantee that your computer's display of the colours accurately reflects the colour of the Products, your Products may vary slightly from those images.
   

2. PROCESSING GUIDELINES

1. All Products on the site are subject to availability and payment being received before your order is processed.
2. We will contact you if the Products you have ordered are out of stock, or if additional identification is needed for credit card verification.
   

3. SHIPPING AND TRACKING NUMBER

1. We only ship to addresses located within Australia.
2. When you place your order, you will get an approximate delivery time based on the availability of your items and order processing time. Depending on your region, shipping charges and delivery date estimates will appear on the order page.
3. Please note that the delivery dates stated on your order page are approximate and for guidance purposes only. Actual delivery dates may vary.
4. Once your order is shipped, we will send you a tracking number through email. Please note that it may take up to 48 hours before the tracking number can be updated online.
5. ATL (Authority to leave) - Unless you provide an express authorisation to leave a product at the delivery address if no one is present to accept delivery, an appropriate person must be present to accept the delivery of your Order. If you authorise us or our carrier to leave a product at the delivery address when no one is present to accept delivery, you:
1. accept the risk of theft or loss of the Product from the time it is delivered; and
2. acknowledge that, notwithstanding your authorisation, the person delivering the Product has discretion whether to leave the Product at the address.
3. as 500g satchels typically fit into post boxes, it automatically classify as ATL (authority to leave).

4. ORDER PROCESSING

1. We aim to deliver the Products you’ve ordered within 7 – 14 working days of your order being processed.
2. Please note that once an order is processed and shipped out, we are unable to change the delivery address or other aspects of the order.

5. INSPECTION

1. You are required to inspect the delivered Products once you receive you order and ensure that the Products are in “as expected” condition.
2. In the event they are not in an “as expected” condition, please contact us as soon as possible, with all necessary information, including photographic proof.

6. RETURNS

1. We accept returns on most Products within 14 days of receipt, for Products that HAVE NOT BEEN OPENED, USED or ALTERED, and with ALL tags and/or stickers attached.
2. All returns are subject to a 20% restocking fee based on the order’s value.

7. RETURNS PROCEDURE

1. If you want to return or exchange any Product(s), you must take reasonable care of the Product(s) and they should be returned unopened, unused and in their original condition from the original delivery address. We recommend that you ask the shipping carrier for proof of posting and insure the return shipment, as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse.
2. In case of dispute, we also recommend you retain proof of sending. Without this, we cannot process an exchange if we do not receive the returned items. Please contact us so we may provide you with a Return Address.
3. All returns must be received by our office within 14 days of receiving your order. Please choose your shipping method accordingly. You are responsible for all costs incurred in returning the item to us.
4. For Returns, we will be able to process your refund (minus a 20% restocking fee) within 14 days of us receiving the returned Product. Refunds will be issued through the original method of payment. Please not that original shipping charges are non-refundable.
5. For Exchanges, we will ship to you the desired Product, within 14 days of us receiving the returned Product, as per our Shipping policy.

8. EXCHANGES

1. All exchange notices must be received to our office within 7 days of receiving your order. We will do our best to fulfil your exchange request.
2. If your desired replacement item is no longer available we will help you find another item you like, or process a refund if the item falls within our return policy.

9. SHIPPING ERRORS / DAMAGED PRODUCTS

1. We are committed to selling only high-quality Products. To that end, we employ several quality checks before a Product is shipped.
2. If you have received a wrong or damaged Product, please contact us within 14 days of receiving the order to be eligible for a free exchange with a free replacement Product or a full refund.
3. In the case of a refund, we will be able to issue your full refund within 14 days of us receiving the damaged or defective Product. Refunds will be issued through the original method of payment.
4. For Replacements, we will ship to you a new replacement Product, within 14 days of us receiving the damaged or defective Product, as per our Shipping policy.
   

10. EVENTS OUTSIDE OUR CONTROL

1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations if caused by events outside our reasonable control, including (but not restricted to) fire, flood, severe weather, explosion, war, act of terrorism, industrial dispute, or acts of local or central Government or other competent authorities.
   

11. ENTIRE AGREEMENT

1. These terms and conditions and other notices elsewhere on our website contain the whole agreement between us and you relating to the supply of Products.
   

12. CONTACT US

1. If you have any questions concerning our Shipping and Returns Policy, please feel free to contact us through email (support@artock.com.au).