An update regarding COVID-19
Due to COVID-19 outbreak and the ongoing nature of the pandemic internationally, we are currently experiencing many unknowns and delays surrounding logistics, travel and shipping.
Our team in Melbourne and India are still running at full capacity, to ensure your products are made and/or delivered as soon as possible.
We ask for your patience during this time, as we cannot give guaranteed delivery times, nor can we predict how our warehouse and their shipping times may be affected by the ongoing supply chain situation overseas.
We always provide the information that we have at the time, however this can change from day-to-day, and we endeavour to keep our customers updated with new information as we receive it. In the interest of keeping our team safe and following health authorities, it is also up to the discretion of our delivery team, and state dependant, whether an order is taken inside, or whether it is contactless delivery.
The most important thing is for us all to stay safe and follow safety advice given by health authorities - we thank-you for your kind patience and ongoing support during this time. Please reach out with any questions, at anytime xx
How much is the cost of shipping?
Mahlia Interiors provides free delivery Australia-wide on all orders.
Express freight delivery is available for an additional cost, with the cost dependant on postcode. Please email us if you'd like this option, or for any shipping information, at firstname.lastname@example.org.
How is my large furniture piece delivered?
If you have ordered a larger piece of furniture, such as chests of drawers or console tables, these require very careful packaging in crates to ensure your delicate inlay furniture will not be damaged in transit.
Our complementary inlay furniture delivery service includes a ground floor, one man delivery to your home. For ground floor homes, your delivery will be taken into the front door of your home. For front doors that are accessed via stairs, your delivery will be taken to the ground floor only and not up any stairs. We recommend that, if possible, you have someone else available to assist you with taking the items inside your home, unpack and position your piece/s in your home.
If you do require your piece to be taken into your home and upstairs, please kindly contact us to arrange further options and we will happily arrange this with you at a cost.
We pride ourselves in offering high quality pieces at reasonable pricing, so that more customers can experience the feeling of beautiful inlay pieces being in their homes. Our free delivery pricing does not include delivery upstairs, unwrapping of your piece, or positioning of your piece inside your home for this reason. Our delivery team can help with any of these to their own discretion and time, but this is not included in our service.
If there are any further services required for delivery, please feel free to contact us at any time prior to the delivery of your inlay piece/s and we will happily assist with options at your cost.
How long will it take for my order to arrive?
As listed on our website, delivery timeframes are dependent on the items being purchased although please allow between 2-10 weeks for standard delivery (please note current delays due to Covid-19). If the items are within our warehouse, you will receive your item within 2-3 weeks. To be safe, please allow the maximum of 8-10 weeks (larger custom orders may be closer to 10 weeks to arrive with you).
Our aim is to deliver the best possible service to our lovely customers, and we will ensure to keep all customers updated on the status of purchased items. In order for a smooth delivery process, please provide a suitable delivery address and contact number where deliveries can be made during business hours (Monday to Friday, 9am-5pm). We will not post to PO post office addresses. If we foresee any delays, you will be notified via email or phone.
Can I give my authority to leave the items at the time of delivery?
If you wish to provide Mahlia’s carriers with the authority to leave your items when being delivered, please provide any authority to leave delivery instructions during the order checkout process. This will give the carriers the authority for your items to be left at the front door or another safe spot. Please note that we do not take any responsibility for loss or damage of your items in which we have been given an authority to leave. We recommend you track your items where necessary to avoid this. If you have given the authority to leave your items, a signature is not required.
What if I missed my delivery, or the carrier was given limited delivery access?
If a delivery is missed, you may be required to arrange re-delivery that takes additional time and may incur an additional cost (with the carrier). For smaller deliveries, if your delivery is missed, a card will be left in your letterbox to arrange a pick-up or redelivery.
If there is difficult or restricted access to the delivery address, such as a high-rise apartment block or up and down stairs, please notify us at the time of purchase. Where this may occur, there may be additional shipping charges applied to your order. Please give clear instructions for delivery at checkout when purchasing items. All orders require a signature when delivered. If you have given the authority to leave your items, a signature is not required.
Do you ship internationally?
We’d love to help the best we can, so please contact us via email at email@example.com if you are located outside of Australia and wish to purchase an item. We may be able to ship to your location, and will confirm this via email.
Can I cancel my order once purchased?
We must be contacted immediately within 1 hour of purchase, if a cancellation of an order is requested. Cancellations of orders are not permitted if an order has been placed with our supplier or if the item has been dispatched. Please also refer to our returns and exchange policy above.
Can I return my purchased items once they’ve arrived?
Mahlia Interiors will not offer returns on ‘change of mind’ purchases. We will offer a credit note, and the return shipping will be at your own cost. The credit amount for ‘change of mind’ returns will be equal to your purchased order cost less the return shipping cost. You are fully responsible for paying for the return shipping of your item. If you have any questions on returns, please email us at firstname.lastname@example.org.
All return items are your responsibility, and must be returned in the same condition they were sent; unused and in re-saleable and original condition. These returned items must be in the original packaging and care must be taken re-packing the items to avoid any damage during the transit process. We recommend using a registered parcel post and to include any additional insurance in the case of loss or damage of items.
For any custom orders, these cannot be refunded and you cannot receive a store credit for these.
What if my item is faulty or damaged by manufacturers?
Prior to shipping any of our items, we undergo a quality inspection of all orders. If the item you receive is damaged or faulty, we must be contacted within 24 hours of receiving your items via email at email@example.com We will also request that you sent us photographs of the damaged or faulty item.
Following receipt of your email 24 hours after the items have been received, we will make arrangements for the item to be picked up and a replacement item delivered at Mahlia’s own cost. You will not incur any additional costs. If the faulty item is not available we will refund you the damaged item purchase price and any shipping costs. Please note that we will not accept any returned items without prior notification that the items are being returned. All faulty or damaged claims must be made with us within 24 hours of the receipt of an item.
What if I received the incorrect item?
If you have received an incorrect item, please notify us via email at firstname.lastname@example.org within 24 hours of receiving your items. We will organise the collection and re-delivery of the correct item, all at Mahlia’s own cost. If the item is out of stock we will refund you the entire item purchase cost and any shipping costs, and we will be clear to inform you of when we may have the product available.
What if my item is damaged during the delivery process, or arrives later than estimated?
All orders must be inspected for any damages to the packaging in the presence of the driver prior to signing for the receipt of your order. If any items you have received are damaged on delivery, you must notify us within 24 hours of receiving your items via email at email@example.com
If items have been damaged, please ensure that you have any record of the driver’s name. If the box or package appears damaged, please write “Appears Damaged” on any documents the driver has requested for you to sign. We also request for you to please send photographs of the damaged item to firstname.lastname@example.org within 24 hours of receiving the item.
When we have received your claim we will make an assessment and reply by return email with our advice. We will arrange for the item to be picked up and a replacement item to be delivered to you, at Mahlia’s own cost. You will not incur any additional costs. If your items are not available we will refund you the entire cost of the damaged item and any shipping costs you may have incurred. All returned items must be in the original packaging, unused and with care taken re-packing to avoid any damage on the items during the transit process.
If items are received late, this does not entitle you to cancel your order, as a late delivery does not constitute any breach of your agreement with us. We will not be liable at all for any loss or damage as a result of a late delivery of your order with us.