Customer Service

Frequently Asked Questions
Terms and Conditions
Shipping
Returns
Privacy Policy

 

Frequently Asked Questions


When can I expect delivery?

Domestic deliveries are made Monday to Friday (public holidays excepted). If there is no one available to receive the parcel Australia Post or Direct Freight will leave a card with pick up information. The parcel can then be picked up or (redelivered) during their normal opening hours.

How are shipping costs determined?

We use both Australia Post and Direct Freight to deliver around Australia.  Shipping costs are determined by the size and weight of your purchase.  Where possible we will wrap items together, however this isn’t always possible so you may receive multiple items and will be charged for shipping accordingly.  If you have placed a customised order we will discuss shipping costs with you before we commence production.

If you’d like to cut the cost of your cushion shipping down, you can order the covers only by simply applying the coupon code NOFILL to receive a discount on your cushion order ($8 per fill).

What happens if something is damaged or faulty?

We take great pride in the quality and craftsmanship of our products. Attention to design, materials, safety and construction are our priorities. For online purchases, we carefully inspect your order prior to shipment. Upon receipt, please inspect your purchase yourself and notify us of any damage as soon as possible; on return of damaged or faulty goods we will arrange a prompt replacement.

Can I order a customised version of a Bonnie and Neil product?

Only timber storage cubes are customised as each order is made specifically for each customer.  Customisation is only possible from the Bonnie and Neil range of screen printing design options and colours.  When you place a storage cube order, we will discuss the possible options with you when confirming your order.

Why can’t you guarantee that no two items look the same?

All Bonnie and Neil products are hand screen printed in Melbourne, and screen printing paints are hand mixed by our screen printing team.  Attention to design and colour are our priority, however due to the handmade nature of these items (and external factors like weather and paint production) we can’t guarantee that every product will match every time.

How many wall tiles can I order?

You can order as many wall tiles as you like!  However delivery time and shipping cost will be dependant on the size of your order. Online orders are capped at ten of any wall tile (total), if you would like to order more than ten please contact us.

Why is there a 4-6 lead time on timber furniture?

All timber furniture is produced in line with demand.  Sometimes we have stock available for smaller items like wall vases, shelves and flower mats however we don’t want to disappoint so we place a 4 to 6 week lead time to allow us time to hand screen print and build furniture products.

Can I order cushion covers without fills?

Sure!  When you place your online order simply apply the coupon code NOFILL to receive a discount on your cushion order ($8 per fill).

Terms and Conditions


All purchases from the website are subject to the terms and conditions set out below. Please read them carefully before placing an order as, in purchasing from the website, you indicate your understanding and agreement to being bound by these terms.

1. Payment and order processing

We accept payment via the secure PayPal system worldwide. Please see PayPal’s website for their user agreement including security arrangements. Orders will be dispatched once we receive notification your payment has been confirmed, generally within 7 days.

Although we endeavour to keep product listings up to date, occasionally an item listed may be unavailable due to unforeseen demand or other special circumstances. If this is the case, we will contact you within 48 hours to offer you a refund or a suitable alternative, or to discuss placing the item on back order.

2. Prices

All prices are in Australian dollars and include Goods and Services Tax (GST) of 10 percent. Online prices may be subject to change without notice, and may differ from prices available elsewhere.

Further duties, taxes or charges levied on the package on arrival in your country, or any other fees or charges you may incur in relation to a foreign transaction, are your responsibility. If you require further information about your country’s taxes and duties, please contact your local customs or other relevant authorities directly. Please note that, to comply with Australian export regulations, we will declare the value of all items ordered.

3. Products, care and maintenance

We aim to display accurately the colour of products that appear on the website. However, as the actual colours you see will depend on your monitor and/or printer, there is no guarantee that the display of any colour will exactly reflect the colour of the product on delivery.

Please note also that our products are manufactured and printed by hand or utilising traditional production methods. Irregularities in materials, fabrics or prints are characteristic of the manufacturing process, and are an integral part of the design. As such, there may be slight markings or variations in appearance (including in colour or finishing) which are technically unavoidable and/or intentional.

Goods may be shipped to you with care and maintenance instructions, in which case it is imperative you follow these instructions for the ongoing quality of your product. We do not offer refunds, replacement or free repair for goods that you damage by misuse, including by failure to follow care and maintenance instructions.

Shipping


All orders are shipped from Melbourne using Australia Post or Direct Freight. The shipping costs will be calculated at checkout. Delivery time is usually within 3 working days within Australia. For international orders, please contact us for a delivery estimate.

Please note, we cannot guarantee delivery times. If your order does not arrive within a reasonable time please contact us by phone or email.

Returns


We commit to comply with all our legal obligations that relate to your warranty and other consumer guarantee rights.

All items are thoroughly checked before sending and packaged with care. However, in the unlikely event that you receive an item that is faulty or damaged, please contact us by phone or email to arrange a refund or replacement. Please note that custom-made orders cannot be returned or refunded.

There are no exchanges on sale items.

Privacy Policy


We do not receive your credit card details for payments made through PayPal. We will not disclose or use for any secondary purpose personal information that you provide to us including your name, address, telephone number and email address.

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