Shipping and Returns
How much is the cost of shipping?
Mahlia provides free shipping Australia-wide (metro areas only) on orders when you spend over $350. For orders under $350, there is a flat rate of $20 per order. Express freight shipping is available, the cost depends on your 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.
PLEASE NOTE: On delivery of your large furniture pieces, these will be taken inside your home, however the un-packaging of the product is not included in your delivery service. If you would like to organise un-packaging and rubbish removal with a third party company, please contact us directly.
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 2-8 weeks for standard delivery. If the items are within our warehouse, there is a chance you may receive the items within 2 weeks. To be safe, please allow the maximum of 8 weeks.
Our aim is to deliver the best possible service to our 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 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. All orders require a signature when delivered. 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).
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 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.