Exotiq Furniture and Homewares take customer care very seriously, so if you need any assistance regarding our products or would like to provide feedback in relation to your experience, please contact us directly on exotiq@bigpond.net.au.
By placing an order with us, you are deemed to have read, understood & agreed to our terms & conditions.
CAN I CANCEL MY ORDER?
If you’ve changed your mind and decided you don’t want to follow through with your order, please call us on 08 89536066 or email us at exotiq@bigpond.net.au immediately. If your order has not yet been shipped, we will put a stop to it and refund your payment in full. Please note, the order should not be deemed cancelled until you receive an email confirming as such. If your order has been shipped, it is not possible to cancel.
CAN I RETURN AN ITEM FROM MY ORDER IF I’VE CHANGED MY MIND?
If you change your mind or are not happy with your delivery, you are welcome to return any of our items within seven days of receipt. We do not refund for change of mind, but are happy to issue you with a credit note or exchange.
Please email us at exotiq@bigpond.net.au to arrange this.
It is up to you to return the order to us in new condition, complete with tags on and in its original packaging – please include a copy of your receipt with the return.
We do not cover postage costs for cancellations or returns.
Once we have received and inspected the goods, we will email you acknowledging receipt and organise a credit note/exchange.
Please note, there are no exchanges, credit notes or refunds on sale items.
WHAT DO I DO IF ONE OF MY ITEMS IS DAMAGED OR FAULTY?
We will hand check all orders before delivery, however, if your item arrives faulty or damaged, please email us at exotiq@bigpond.net.au within seven days of receipt to discuss the options.
We are unable to accept returns on items after seven days.
If you are requesting a replacement for your damaged item, we will organise the pickup of your faulty item and will reissue you with a new product (stock dependent) after the faulty item/s have been received back to our store.
CAN I ADD ANOTHER ITEM ONTO MY ORDER ONCE IT HAS BEEN PLACED?
If your order has not yet been processed, it is possible to add another item to your order by emailing us at exotiq@bigpond.net.au. However we are unable to add items to your order once it has been processed, this will need to be treated as a separate order.
HOW DO I KNOW YOUR PRODUCTS ARE IN STOCK?
We will make it very clear if you are placing a ‘pre-order’ (in which case, an estimated delivery date would be supplied) or if the item is in stock (which would be a normal order).
In the extremely rare instance that you place an order and there is an issue with that item being out of stock, we will contact you directly to discuss the options.
IS YOUR WEBSITE SECURE?
We go above and beyond to ensure our website and payment methods are as secure as possible. We do not hold or store any credit card details following the placement of orders.
CAN I CONTACT YOU BY PHONE?
It’s best for you to use our contact form or listed email address for all correspondence. We promise to reply to you quickly!
REFUNDS & EXCHANGE
At Exotiq Furniture and Homewares try our best to keep our customers happy and will try to accommodate your needs as best we can. Please consider your purchase very carefully. We are more than willing to offer an exchange or credit note, but we do not refund based on change of mind or if you've found the product cheaper somewhere else, decided you did not like the purchase or have no use for it.
If you decide to return the goods for an exchange or credit note, It is up to you to return the order to us in new condition, complete with tags and in its original packaging – please include a copy of your invoice with the return.
We do not cover postage costs for returns.
Once we have received and inspected the goods, we will email you acknowledging receipt and organise a credit note/exchange.
Please note, there are no exchanges, credit notes or refunds on sale items.
FURNITURE/BULKY GOODS DELIVERY
Exotiq Furniture and Homewares endeavours to provide to its customers the best delivery service. We usually estimate all delivery costs based on ground floor/front door basis, unless stated otherwise. In addition to this, we can offer a premium service which includes delivery into your premises. This is generally a two man job and will be subject to availability and at an additional cost.
All deliveries take place after hours or weekends.
Damaged Goods
It is the buyers' responsibility to inspect the goods within 48 hours of delivery. Damages must be reported upon receipt of goods and customers must adhere to the claims process, including proof of damages and arrangement of goods to be returned for inspection. Any damages/faulty claims or refunds after 48 hours of delivery will be treated as a warranty claim. Buyer must bear all delivery costs incurred in the claim process.
24 hours notification for fragile items
We require damage notification within 24 hours of receipt of goods for fragile items. This includes all homewares, accessories, glass top furniture pieces, prints etc. For more information on what products are covered under this policy please contact our staff.
