Shipping policy

SHIPPING POLICY

FREE SHIPPING

On most products, Cosy Abode offers customers the cost saving advantage of Free Shipping. However, this is conditional. Free Shipping is only offered once. That means, if you are not home to receive a delivery and have NOT authorised us to Leave in Safe Place if no-one is home, you will be responsible to collect the package at your nearest post office at your own expense. In the case of large items, such as furniture or very heavy items, the product will be returned to the logistic company’s warehouse and you will responsible to pay for delivery the second time. If you have provided an incorrect delivery address, the package will be returned to us and you will need to pay a delivery fee for a subsequent delivery to the correct address.

DELIVERY FEES (where applicable)

For the few products that do attract a delivery fee, the amount will be calculated based on the size and weight of your order, the number and type of products in the cart, where the products are shipping from, and its delivery destination. The delivery price for each order will be displayed during the checkout process, prior to payment and order confirmation and included in the total price of your order. Changes made by you to the delivery address or delivery time after placing an order may incur additional charges.

Delivery estimates calculated at checkout are based on delivery to the front door of a ground floor only. It does not include stairs or basements. If delivery of an order will result in unacceptably high freight charges to us, we reserve the right to contact you after your order is placed to request a further delivery fee to that quoted on your order confirmation, or to cancel your order prior to its dispatch. If we cancel your order in these circumstances, we will issue a full refund to you.

DISPATCH TIME

In most cases, your order will enter the 1st stage of the delivery process in 3 hours. This is the retrieval and packaging stage. Depending on the location, size, quantity & availability of the products in your order, your order will leave our premises (or one of our logistics centres) enroute to you within 1-3 business days (unless we or our website inform you otherwise).

Orders received and processed by us on Friday afternoons or over the weekend will begin the process for dispatch on the following Monday morning. In some cases, the estimated dispatch time frame will be longer, for example where items are made to order. This is also the case where public holidays occur on or after the date you place your order.

From time to time, the estimated dispatch time frame may exceed our usual stated delivery window for reasons outside of our control, or if payment is subject to a random fraud check as requested by our bank

DELIVERY METHOD

The logistics companies that will deliver your package/s are 3rd-party delivery providers, so that we can offer a seamless delivery service nationwide, and at the best price. Depending on the size of your order, our delivery partners may use a small van or a large truck.

We deliver to physical locations only. That is, no P.O boxes or Parcel Lockers

Our delivery provider may leave a card at your nominated delivery address asking you to pick up the delivery from an Australia Post outlet or to contact the delivery contractor to arrange for re-delivery. This is out of our control.

We reserve the right to refuse delivery to specific locations for items we consider to be at high risk of loss or damage and also areas that are inaccessible with standard courier and delivery services.

In some cases, due to very high freight cost that we cannot absorb, we will only be able to deliver certain products to metropolitan areas. This information will be shown on the product listing on our website, by showing the postcodes that are excluded,

WHAT IF I’M NOT HOME WHEN THE DELIVERY ARRIVES?

If you are not home, or the nominated delivery address, to receive a delivery and you have not authorised us to leave the package at the door, a card will be left with details to organise an alternative delivery day with our delivery provider.

AUTHORITY TO LEAVE A PACKAGE IN YOUR ABSENCE (ATL)

If you can’t be home to receive your delivery, you may authorise our couriers to leave your parcel in a safe place out of the weather. You can provide this instruction during checkout.
Note: We cannot guarantee that your package will be hidden from public view as we cannot know what your address looks like, or if there is even such a place behind or within which to hide it from view. Our couriers will do the best they can for each delivery.
PLEASE NOTE: We are not liable to you for any loss, theft or damage to products that occurs after delivery to you under ATL (Authority To Leave) instructions.   

If you prefer NOT to have your delivery made in your absence, we require you or a nominated person to be present and provide a signature to the driver upon delivery. 

INCORRECT ADDRESS PROVIDED BY YOU

It is important that you check your information is correct before placing your order, especially your delivery address. If you provide the incorrect delivery address, you agree that you will be liable for the additional shipping charges in order for your delivery to reach you. If our delivery provider has been unable to deliver your order due to your error or fault after 21 days or 2 attempts (whichever is sooner), we reserve the right to cancel your order. In these circumstances, we will refund you the money you have paid for your order less the delivery fees and reasonable handling fees that reflect our loss.

RISK & RESPONSIBILITY

Risk to and Responsibility for the products passes on to you on the date and time of delivery of the products to the nominated delivery address, regardless of whether you are present to receive the delivery or if you have provided us an ATL (Authority To Leave).

SPECIAL DELIVERY NEEDS

Is available on request – for example, deliveries up flights of stairs or where 2 delivery people are required to safely negotiate the product into the address. Please contact us for a quote.

This policy document forms a part of the wider Cosy Abode General Terms of Business & Service which is also available for you to view on our website