All of our pieces are handcrafted in limited quantities, each item purchased on preorder is made especially for you and reserved in our shipment. We ask that you choose carefully as facilitating an exchange or refund can incur additional fees and costs.
Returns, Refunds, Exchange & Change of Mind
We understand that sometimes things don’t always go to plan, and you may wish to exchange your item. This can be facilitated within 7 days of receiving your order. Please note that due to the specialty freight required and the nature of our products, exchanges will incur additional freight charges at the customers expense and will require the items to still be in the original packaging to ensure a safe redelivery. Should you not have your original packaging any costs incurred to re-package will be at the customer’s expense. If the items are sent unfit for transit resulting in damages, eligibility for an exchange will be voided.
Please ensure you consult with our team to ensure procedures for transit are followed.
To return any item/s for a change of mind the above terms will be applicable, and a $150 restocking fee will be applied.
If for any reason you have had a change of mind upon placing your online purchase, please contact our team within 24 hours from the time of purchase for a full refund (Purchase and Shipping). If notice is provided outside of this 24 hour grace period, a full credit note can be provided.
Please allow the item/s to be returned to the En Gold warehouse (located in Melbourne, Australia) for inspection prior to a refund/exchange to be facilitated. All refunds/exchanges will be processed within 5-10 business days of receiving the returned product.
If exchanging homewares, a return shipping label will be provided once payment has been received from the customer for the return freight cost. The items must be dropped off at the closest shipping depot within two (2) weeks of communication to process the exchange.
Orders are placed with the knowledge that delivery dates can change and delays to orders are not grounds for refunds unless in exceptional circumstances.
All sale and discounted items are final sale.
Interior Styling Consultations - Rescheduling & Cancellation
Here at En Gold we love creating beautiful interiors. We look forward to meeting you and assisting in curating your dream space.
Leading up to your appointment an automated reminder will be sent to you at 1 week and again at 48hours prior to your consultation.
We understand that life can be unexpected, therefore to be considerate of everyone's time we just require 48 hours or more notice via email to email@example.com or phone on 03 7009 0990 to cancel or reschedule your appointment. Notice within this period will allow for a full refund.
Any cancellations within the 48hour period will result in an En Gold credit note for the full amount of your consultation fee made. Standard credit T&C's apply and can be used for anything on our website.
Please note that the standard fee advertised for our Interior Styling Consultation is only available for Melbourne metro customers. If you are outside this area but still located in Victoria please email our sales team at firstname.lastname@example.org for a customised quote.
Please note all preorder dates are an estimate and may be subject to early or late arrival. Any date changes will be communicated via email to the email address provided on the order. In the event that your order arrives early please ensure you can facilitate early acceptance. If you require En Gold to hold you order, storage can be provided for up to two (2) weeks free of charge, beyond this a holding fee of $150 per week will begin to incur.
Occasionally delays can occur and we appreciate your patience, we promise your beautiful En Gold piece is well worth the wait!
Split Payment Terms
Please note that due to the nature of our production we must follow the below terms in order to be able to offer a split payment option to our customers:
- Split payment can only be offered to order’s where the pre order month is 2months or longer out from the time of purchase.
- 50% of the order must be paid at the time of placing the order to secure the items.
- The balance of the order will be due once your order has departed our workshop. This is estimated to be between 4-6 weeks before the earliest quoted pre order month. We will contact you with an invoice to make payment at this time.
- Please note that If payment is not processed by the due date stipulated in the invoice, we will endeavour to make contact with you to finalise payment, if we can’t contact you and the funds are not secured we will cancel your order and email you a credit note to the value of the funds you have paid as per our T&C’s.
- Split payments can only be offered through our Sales team. Please contact us on 03 7009 0990 (line 2 for the Gallery) or email us as email@example.com so that one of our team members can assess your order to see if you meet the requirements and help you process the order.
Freight and Shipping
White Glove delivery is provided for orders going to metro areas (within 50km of a CBD) Monday to Friday. If you live in a rural area your order may come on a pallet. Please note that delivery periods may vary due to the limited services in some areas. For any questions relating to costs and timeframes around freight, please email the team at firstname.lastname@example.org for more information.
All orders including homewares and artworks will be dispatched within 2-5 weeks of receiving the order depending on the state you live in (unless otherwise specified or if the items are on pre order). A tracking number will be provided for any homewares and artwork orders, for all furniture orders, the assigned 3rd party freight provider will be in contact via email or text to provide delivery date details directly to you. For any shipping delays please contact the shipping provider directly, these can be provided by us at your request.
Please ensure you or someone you can appoint is available to accept the delivery. If no-one is present to accept the delivery, re-delivery charges may be incurred directly by the freight carrier.
Non-response to delivery notifications resulting in a futile delivery may also result in redelivery fees.
All freight and shipping charges are paid directly to a third party services and are non refundable.
Please ensure you have checked the measurements of your entry and noted any stairs, hallways or limited access requirements. 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. 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 and potential hold fee's.
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 or certificate of origin.
Pick up is available from our Braeside warehouse on Wednesday's from 8:30AM- 3:30PM.
We have a highly skilled warehouse team available to assist you at the time of pick up. Please ensure to inspect and accept the item/s before leaving the warehouse. A waiver will be provided and must be signed by you at the time of pick up. The waiver outlines that you take full responsibility for the item/s in transit, unpacking and installation once it has left our warehouse. En Gold is not be responsible for any damages caused after the item/s has been picked up and left our warehouse. Should you not wish to sign the waiver we would be more than happy to provide local delivery as an alternative option at an additional fee.
If the item/s is in the packaging and you do not wish for the team to unpack it for inspection, you are hereby choosing to take the item/s in the condition it is in. 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: Wednesday, 8:30AM-3:30PM
All International orders are unavailable for pick up. Any orders placed for pick up with an international shipping address will be automatically refunded and En Gold will take a 30% restocking fee to cancel your order.
Receiving Damaged Goods & Wrong Items
We understand that accidents can happen in transit, and in order for us to assist, the receiver must ensure to check all items immediately upon receiving them. If the pieces are going into storage, the receiver must unpack and inspect the items upon receiving them before storing them. And must alert us within 24 hours if there is any damage.
If your order was received damaged or the wrong items were delivered please email us with the below details:
- Your order number
- Your batch code (located on the underside of all fossil stone designs only)
- A clear description of the damage and items
- Supporting photographs or videos of the item/s
- Clear image of the packaging including shipping label
- A detailed description of the events so we can best understand how the damage occurred.
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 below.
In the unfortunate event that your order has been received damaged, En Gold will work hard to facilitate a resolution. We will require the goods to be returned to En Gold in 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 take a photo for yours and our records and refuse the delivery (do not accept the delivery from the driver). Once you refused the delivery please email us the images and description at email@example.com so we can investigate the matter further for you.
Sale & Discounts
Please note that NO two offers can be used in conjunction with one another. When purchasing during any current sale, any discount codes would not be honoured and cannot be applied and accepted with your orders, this includes our special discount for our partners and trade clients.
We cannot honour or match prices to orders placed prior to any current sale. Any purchase prior the sale date would be final and would not be eligible for any price difference refunds or exchange.
In line with the ACCC laws, we offer a standard 12 month manufacturing 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. Warranty covers manufacturing faults and can be voided or deemed non-applicable if the product has been misused in any way.
To view our full Warranty policy please select the link here.