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For more information please view: 

View En Gold Online Store Terms and Conditions.

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.

In the event that a refund will be processed due to faulty goods, the original item must be returned to En Gold. The refund will be processed within 2 weeks of receiving the returned product to our warehouse. 

If exchanging homewares, a return shipping label will be provided. The items must be dropped off to the closest shipping depot within 2 weeks of communication in order to process the exchange. 

All sale and discounted items are final sale.

Preorders

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) 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 hello@engold.com.au for more information. 

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.

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. 

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 

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

    This must be reported within 24 hours of receiving goods. Failure to report any damages within this timeframe may void any transit insurance for your goods and therefore a resolution may not be provided.

    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. 

    Damages 

    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.

    Warranty

    In line with the ACCC laws, we offer a standard 12 month warranty from the day of receiving for all furniture pieces, this excludes any artwork or homeware pieces. Any claims made outside of this warranty will be assessed at En Gold's discretion. A warranty can be voided if the product has been misused in any way. 

    To see our full Warranty Terms and Conditions please view here

    For more information please view: 
    View En Gold Online Store Terms and Conditions.

    Availability