Our preorder dates are estimate and will be the latest date we will have your item dispatched from our warehouse. In the event that orders come early, customers have to be able to receive their order. Our team will be in contact to the customers to confirm dispatch and third part freight delivery. All items in this situation can be held up to two(2) weeks only, beyond that will incur holding fee of $50 per week.
All of our pieces are handcrafted in limited quantities, each item purchased on preorder is made especially for you and reserved in our shipment. For this reason, we ask that you choose carefully as we cannot offer refund for preordered items. In the unlikely circumstance that the delay exceeds 30 days we may consider a refund upon request.
Occasionally delays can occur and we appreciate your patience, we promise your beautiful En Gold piece is well worth the wait!
Shipping and Freight
All Preorder items will have the estimated delivery date advised in the product line, this is an estimate only and you will receive an update as your order progresses.
Please ensure you have checked the measurements of your entry and noted any stairs, hallways or limited access requirements. If delivery is unable to be fulfilled due to entry access, this will not be eligible for a refund and the freight charge will still be applied in addition to a restocking fee.
If you require your items to be delivered beyond 2 weeks of the scheduled delivery date, storage fees of $50 per week will be applied.
White Glove delivery is provided for orders going to metro areas (within 50km of CBD) Monday to Friday. If you live in a rural area your order may come on a pallet, as well as this delivery periods may vary due to the limited services in some areas. Please email the team at email@example.com for more information.
All homewares and artworks will be dispatched within 2 weeks of receiving the order (unless otherwise specified or if the items is on preorder). A tracking number will be applied, for any shipping delays please contact the shipping provider.
All freight and shipping charges are paid directly to a third party services and are non refundable.
It is the responsibility of the purchaser to ensure the delivery address is correct and they confirm the space and access measurements prior to checking out to ensure your pieces will fit through any access points required. En Gold is not responsible for goods that do not fit where intended or cannot be safely delivered due to unviable access points. This includes but is not limited to narrow stairways, no lift access, construction sites etc. Please note that our pieces are fragile and it is at the freight companies discretion when delivering as to whether they deem the access is safe to avoid damage to the item and/or safety to their workers.
We agree to deliver goods to you on the understanding that reasonable access is available. If reasonable access is unavailable or you are not at home at the agreed delivery time you will be charged for any subsequent delivery. En Gold will not provide a refund should delivery be unsuccessful due to unviable access points.
Customer will be notified by text or phone call by available 3rd party freight supplier of delivery date prior to delivery. If purchaser is not available to take delivery on the specified date, they may appoint someone to accept the delivery on their behalf or provide an alternative address for the items to be delivered to and left boxed. If arrangements cannot be made on the purchaser’s behalf to accept delivery, redelivery fees may apply. Non-response to delivery notifications resulting in a futile delivery may also result in redelivery fees. En Gold reserves the right to nominate the date for delivery, particularly pertaining to deliveries deemed to be non-metro (50km out of CBD). All reasonable endeavours will be made to ensure delivery date mutually benefits both parties.
All delivery requests made by the purchaser including but not limited to timeframe and date are subject to the availability of freight providers and may result in a futile delivery and/or additional delivery charges.
We cannot send any of our wares or furniture to an Australia Post Parcel Pick up or PO Box address, please ensure you have a residential or commercial address to provide at checkout.
En Gold may ship international at our own discretion and will ship on FOB terms only. En Gold is not responsible for any importing duty costs, importing documentation and processes including fumigation, certificate of origin.
Pick up is available from our Braeside warehouse from Tuesday to Friday, 9:30AM-12:30PM & 1:00PM-3:00PM.
Customers must ensure to inspect and accept the item/s before leaving the warehouse. A waiver will be provided and must be signed by the customer, taking full responsibility for the item in transit, unpacking and installation once it has left our warehouse. En Gold will not be responsible for any damages caused after the item/s has been picked up and left our warehouse. Should the client not wish to take full responsibility, local delivery can be organised as an alternative option.
Should any of the items show damage, cracks chips, faults after the item/s have left the possession of the En Gold warehouse, the collector accepts responsibility and En Gold will not be liable for replacement or repair.
If the item/s is in the packaging, you are choosing to take the item/s as is. Any inspection of the product must be done prior to collection and prior to signing the waiver.
En Gold Warehouse: 107-109 Woodlands Drive, Braeside VIC 3195
Pick-up Time: Tuesday-Friday, 9:30AM-12:30PM & 1:00PM-3:00PM
International orders are available on all made by En Gold homewares and select Art Prints. Any orders placed for furniture items with an international shipping address will be automatically refunded and En Gold will take a 30% restocking fee to cancel your order.
Clients are responsible for costs associated with clearing customs in their country of delivery. This is not included in the freight fee paid to En Gold.
Receiving Damaged Goods & Wrong Items
It is the buyers responsibility to check all items immediately upon receiving.
If your order was received damaged or the wrong items in transit please email us with:
- A clear description of the damage and items
- Supporting photographs of the item
- Clear image of the packaging including shipping label
This must be reported within 24 hours of receiving goods. Failure to report any damages and items within this timeframe may void any transit insurance for your goods and therefore a resolution may not be provided.
Any issues reported outside of the 24hr period are ineligible for consideration for replacement or repair. PICK-UPS NOT INCLUDED, see pick-up waiver.
All damaged goods will be required to be returned to us with the original packaging. If the original packaging has been disposed of we may be unable to proceed with your claim.
If your order has visible mishandling to the packaging please refuse it and do not accept the delivery from the driver. This will prompt the carrier to return the goods to the closest depot for resolution and charge with a restocking fee.
It is important to note that En Gold stone pieces are crafted using natural stone by human hands. All stone has variations, much like a fingerprint, each piece is uniquely its own. Please use the images as a guide only. Handcrafting a natural material may come with slight imperfections, this is the beauty of craftsmanship. Not all blemishes and imperfections should be treated as a manufacturing fault.
En Gold is not liable should any damages occur in the handling of the product so it is very important to be mindful and take care when handling these pieces as they are heavy and fragile, a part of the beautiful nature of the materials we use. If handled with care, your En Gold piece will last a lifetime.
Stone, marble and lucite are heavy and fragile materials. Care must be taken around children and children should always be supervised by an adult to ensure the child's safety. En Gold will not be liable for any injury caused to any persons or damage or breakage caused to the product due to mishandling or impact with the product. Mishandling is considered any handling other than the designed purpose and use as outlined by En Gold.
We understand accidents happen and it is heartbreaking when breakages do occur; if an incident does occur we are happy to provide stonemason recommendations that may be able to assist in repairing your product.
For more information please view:
View En Gold Online Store Terms and Conditions.