We endeavour to provide the best experience possible for our customers. We pride ourselves in selling high quality products and stand by every product we sell. For assistance with our website or queries about any of our products, please do not hesitate to contact us.
Shipping Within Australia Our studio and warehouse are based in Brisbane, Australia and we can deliver most items anywhere within Australia. If your item can be delivered by our standard service the final delivery charge for your order will be calculated at checkout. If one of the items in your order can not be delivered by our standard service, such as heavier, bulky and fragile items you may receive an error. In this case please use the pick-up option for all your items and contact us for a tailored quote for delivery of your whole order. All items will be well packed for shipping.
Gift Wrapping. Most of our items can be gift wrapped for a small additional charge. Please contact us after your order has been confirmed to arrange.
Standard Delivery We dispatch most orders via courier. Delivery will be attempted during normal business hours. A signature will be required upon delivery. Express Delivery We do not currently have an express delivery option.
Dispatch Times Subject to product availability, standard delivery orders are processed and shipped within 5 business days and only during weekday business hours. Delivery Status & Tracking. For couriered items you will be given a tracking number once your order is dispatched. You may enquire about the current status and delivery whereabouts of your order at any time after placing your order.
Authority to Leave We will not generally allow our couriers authority to leave. We are also not able to deliver to Post Office boxes.
Shipping Overseas Unfortunately, we do not currently offer shipping outside of Australia.
Pick-up We offer free pick-up for most items at our Hendra showroom between 9:30am and 5:00pm weekdays. Items will not be packed for shipping except by prior arrangement.
Trade Customers For trade customers we offer pick-up only.
Damaged, Defective or Incorrect Items If your item is damaged in-transit, defective or incorrect it may be returned to our Hendra showroom within 14 days for exchange or a credit note. Items must first be inspected on delivery and any issues advised within 24 hours of receipt by email. Please include photos of items and packaging as appropriate. Returns will not be accepted without prior notification as noted above. To be eligible for a return, your item must be unused and in saleable condition. It must also be in the original packaging if applicable with proof of purchase.
Exchanges We only exchange items if they are defective or damaged, for the same item if possible. As a lot of our items are bespoke and often hand made, replacement products may not be available. In this case we will contact you about a substitute or refund at our discretion. Highgate House does not offer refunds or exchanges for changes of mind.
Refunds (if applicable) Once your return is inspected, we will notify you that we have received your returned item. If we elect to refund instead of exchanging your purchase a refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5 days.
Shipping for Returns To return your product, you should ship your product to: Highgate House, 152 Gerler Road, Hendra QLD 4011, Australia. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you are shipping a return item you should consider using a trackable shipping service or purchasing shipping insurance.