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Returns and Exchanges
Exchange is welcome within 7 days of receiving your order. If you would like to exchange your order please contact us strictly within this timeframe to ensure we can assist you. Additional freight charges will be incurred in order to provide an exchange.
If your item requires return freight - protecting the item using the original packaging is imperative. Our pieces are fragile and heavy and can easily be damaged in transit. It will be the senders responsibility to ensure the item is returned in undamaged condition.
En Gold does not offer refund due to change of mind.
All sale and discounted items are final sale.
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.
Occasionally delays can occur and we appreciate your patience, we promise your beautiful En Gold piece is well worth the wait! In the unlikely circumstance that the delay exceeds 30 days we may consider a refund upon request.
Freight and Shipping
White Glove delivery is provided for orders going to metro areas (within 50km of CBD). 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 firstname.lastname@example.org for more information.
All freight and shipping charges are paid directly to a third party services and are non refundable.
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.
We are currently not accepting international orders. Any orders placed with an international shipping address En Gold will take a 30% restocking fee to cancel your order.
Upon resuming international orders; the customer is 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
It is the buyers responsibility to check all items immediately upon receiving.
If your order was received damaged in transit please email us with:
- A clear description of the damage
- Supporting photographs of the damage to the item
- Clear image of the packaging including shipping label
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.
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.
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.