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Dispatch vs. delivery

Dispatch is when the item(s) are collected by our delivery partner. From dispatch, depending on where you are located, the transit times may vary. Below you will find more information on the delivery process and how long after dispatch you should expect delivery.

Delivery options

We work together with a few selected logistics partners. Depending on the size and weight of the furniture item you're buying and your location, you may have different delivery options to choose from. In order to view all delivery options available for your location and the delivery fees, please place the desired items in your cart and enter your state and postcode. We've outlined the delivery options below, as well as the approximate transit times for each state.

Due to global and local supply chain issues caused by the impact of the Omicron pandemic your delivery schedule may be impacted. As a result, the quoted delivery times on our product & cart pages may see delays of 5-7 business days for metro areas and up to 3 weeks for regional areas. We apologize for any inconvenience this may cause and sincerely thank you for your continued patience and understanding.

Split Deliveries

For orders made today onwards, our Delivery Team will monitor your order and will dispatch your items to you as soon as they become available for delivery. However, if you’d like to get your entire order in one delivery, please let us know by emailing info@upinteriors.com.au

Delivery Tracking

Thanks to our interactive live tracking system, checking the status of your order is easy! Just log in to your account, select 'My Orders', then the item you wish to review and we'll take you to a tracking page that will provide you with an update.

You'll also receive a confirmation email with tracking information as soon as you place an order.

Delivery Process

Based on your delivery address and the size and weight of your order, we will choose the best courier team for your delivery when your order is ready for dispatch.

If your order is coming with one of our preferred third-party couriers, we will send you an email once we have dispatched it. This email will tell you the name of the courier and the tracking number, so you can stay updated all the way.

In case you have any special delivery requests, please contact our Customer Experience team before the dispatch of your order to discuss options like Authority to Leave, delivery delay and storage, etc.

Missed Deliveries

For some small and medium-sized items, the couriers will attempt the delivery shortly after it arrives at their depot. If you're not at home when they attempt delivery, they may leave a missed delivery card and you can call them to arrange a free re-delivery.

If a delivery date has been arranged with you in advance but you are not able to accept the delivery when the delivery team arrives, we might need to charge you a re-delivery fee. Our Customer Experience Team will reach out to you before the delivery is reattempted. Please note that Upinteriors does not take responsibility for any incorrect or incomplete order details including but limited to the delivery address, contact details, or email given upon purchase and the subsequent failure of delivery as a result.

Delivery according to location

Metro Melbourne

Approximate Transit Times: 2-4 business days

Description: 

If your delivery address is located in Metro Melbourne you might be eligible for this delivery service. With this option, our delivery team will bring your item(s) inside your home and place it in the entryway.

Small items are delivered by one of our courier partners such as Australia Post or DHL. We will send you an approximate date for your delivery after it leaves our Dispatch Centre.

Rest Vic & Au

Approximate Transit Times: 2-8 business days

Description: 

The couriers will bring the items to your front door and you won’t need to assist the driver with this. If you live in an apartment building, the delivery will be to the front door of your building. For large items, the couriers will contact you to arrange a suitable delivery date.

Pick up option

Currently we doesn't have pickup option available.

If an item isn’t right for you, return it in its original condition and packaging for a refund by submitting our return form or writing us by email at info@upinteriors.com.au within 30 days of receiving the delivery. The 30 day return period will commence from the date you receive the goods you have purchased. You will receive a refund, less any re-shipping fees & 10% restocking fees. (see What you need to know before you start a return for more details).

This return policy is in addition to any rights you may have under an applicable statute including your rights under the Australian Competition and Consumer Act 2010 (Cth) (ACL). 

Request a return by the following email including your details and order number.

A member of our team will get in touch with you within one business day to advise further steps.

Repack your item in its original packaging, & send back to us. Once we’ve received your item, we’ll check that it’s in its original condition and packaging. If this is the case, you’ll receive a refund less any shipping fees plus 10% restocking fee within 10 business days (see below for more details).

What Cannot be Returned Under the 30 Day Returns Policy

1. Altered goods
2. (a) Items that are no longer in their original condition and packaging

  (b) the Product is not a Special Order Item or a Clearance Item;

1. To be entitled to a refund or replacement, Products must be returned with proof of purchase, be in their original packaging, contain all parts, accessories and manuals, and be in a re-saleable condition.  

Refund and Return Fees

The following applies to change of mind returns:

1. You are liable for the Delivery Costs of both delivery and retrieval of any returned Product including for a Product that was purchased with Free Shipping.
2. If you have received a product that is damaged, faulty or incorrect and you wish to return it, you will not be charged a re-shipping fee.

 Return Packaging

All returned goods must be wrapped in packaging as couriers do not transport unpackaged items. Therefore, we strongly recommend that you keep the original packaging if you would like to return the goods. For all change of mind returns, please note that it is your responsibility to ensure that the items are returned to us in the same condition and packaging you received them. Items without packaging will not be accepted by couriers due to Occupational Health and Safety Act and Regulations. Please note that the re-stocking fee does not apply to faulty or damaged items.

Faulty or Damaged Products

Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. These must be reported within 48 ours of the delivery. Faulty claims outside this reporting period will be assessed under warranty. 

Refunds

We can only process refunds via the original payment method. In some cases, you may have the option of selecting a store credit.

For return cases, we will process your refund within 10 business days of receiving the items.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@upinteriors.com.au. Please note that returns will need to be sent to the address which will provided in the email. 

If your return is accepted, we’ll send you instructions through email on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@upinteriors.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@upinteriors.com.au.