Shipping policy
All delivery charges are for a single-trip delivery service. If you wish to split your delivery or receive items within your order on separate dates, additional shipping charges will occur depending on the number of trips requested.
Delivery Options
We offer three types of delivery services, which will be clearly outlined in your order confirmation. Please see below for a description of each delivery option:
-
White Glove Delivery
Your items will be delivered directly into your home, unboxed, assembled, and any packaging will be removed for you. This service ensures a seamless experience with minimal effort required on your part. -
Standard Delivery
Your items will be delivered into your home in their original packaging. You will be responsible for unpacking, assembling, and disposing of the packaging as needed. -
Curb-Side Palletised Delivery
The order will be delivered to the curb or front of your home. This service is more express, comes with tracking, and ensures faster delivery. You will be responsible for bringing the items inside and disposing of the packaging.
Please feel free to contact us if you have any questions or require further clarification about these delivery options.
Preparing for Delivery
Please ensure you have confirmed the measurements of your access points. En Gold is not responsible for goods that do not fit where intended or cannot be safely delivered due to unviable access points. Please note that our pieces are fragile, and it is at the freight companies' discretion when delivering whether they deem the access is safe to avoid damage to the item and the safety of their workers. If delivery cannot be fulfilled due to entry access, the freight charge will still be applied in addition to a restocking fee. If you are unsure about the accessibility of your property, please get in touch with hello@engold.com.au before the arrival date.
Once your order has been dispatched, you will receive a text message confirming the estimated date and time of delivery. Please ensure that you respond to the text to avoid delays. If the delivery team does not receive a confirmation text message from you, they will attempt to call you. Please note that delivery will not proceed until confirmation has been received.
If you cannot accept delivery on the days provided, please contact the freight provider directly to reschedule. Please note if you are away from the delivery address upon delivery, this will be subject to a re-delivery charge incurred by the third-party freight carrier.
All freight and shipping charges are paid directly to third party services and are non refundable. Free shipping for orders with a total value over $10,000.
If you cannot take delivery before or after a specific date, please ensure this is communicated on your order or to the salesperson at the time of purchase. Changes to the delivery once the item has left our warehouse will be subject to additional charges.
After delivery is scheduled and confirmed, it cannot be cancelled. If cancellation is requested after it is scheduled, a redelivery fee of 100% of the original shipping fee value will be applied.
All orders will be dispatched within 5-10 business days of the order or preorder arrival to the warhouse, depending on the state you live in (unless otherwise specified). A tracking number will be provided for any homewares orders. For all furniture orders, the assigned third-party freight provider will contact you via email or text to provide delivery date details directly to you.
We cannot send orders to a Post-Parcel Pick-up or PO Box address. Please ensure you have a residential or commercial address to provide at checkout.
White Glove Delivery:
Large furniture items are usually sent via White Glove Delivery, En Gold makes every effort to use White Glove Delivery for all furniture orders however it may not always be available. White Glove Delivery is a service where the delivery team will enter your property, assemble and set up the item in the room of your choice and remove the packaging. Please note any items that no longer have the original packaging are ineligible for return. If you have received your item (s) with White Glove Delivery, please ensure to inspect the item (s) and keep the packaging should you wish to facilitate a return. Please visit our Returns Page to learn more.
Please note that this service does not include moving or removing any existing furniture, so please ensure the space is clear and ready to install your new En Gold piece. If the space is not ready, your delivery may be subject to a 100% redelivery fee or charge to move any existing furniture.
If your building has insurance requirements that the delivery carrier cannot meet, the order will be placed at the doorstepor entryway threshold.
Palletized and Small Parcel Delivery:
Some items may require Palletized or Parcel Delivery, in which case the item will be placed at your entry way or threshold. Please ensure the item/s is unpackaged and handled with care as any damages reported after unpacking will not be viable for replacement. To know what to expect from a palletized delivery, learn more here.
Made to order and Items with Lead Time
All made-to-order and lead-time delivery timeframes are estimates and may be subject to early or late arrival. Our team will communicate any date changes 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 your order, storage can be arranged 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!
Ready to Ship
Items marked ready to ship will be dispatched from our Braeside warehouse within 5-7 working days, not including weekends and holidays. The transit time from Braeside to your delivery address will depend on your location. Please note that extended shipping transit times may occur if you are in a regional area or if your closest city falls under an infrequent route.
Pick-Up
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. When your order is ready for collection, you will receive an email with a link to the pick-up schedule.
The authorized person for collection will be the person on the original order. Should you wish to authorize another person for collection, please email this request to hello@engold.com.au from the same email address associated with your order. Valid ID must be presented to release the goods.
En Gold will not be liable for any damage caused in transit after collection. It is the buyers responsibility to ensure the item is safely handled with adequate space in the vehicle and experienced resources for moving/assembling/carrying and installation.
It is the buyers' responsibility to inspect the item/s before leaving the warehouse. A waiver will be required to sign an agreement with these terms to release the item/s into your care. Should you not wish to sign the waiver, local delivery is an alternative option at an additional fee.
Warehouse & Third-Party Delivery
Where a customer elects to have an order delivered to a warehouse, freight forwarder, storage facility, or any third-party location in place of white glove delivery to a residential or commercial address, En Gold’s responsibility for the goods ceases in full once the item has been delivered, signed for, and accepted at that location.
The customer is solely responsible for ensuring the item is thoroughly inspected in its entirety at the time of delivery, prior to acceptance and sign-off. Any failure to inspect, note damage, or refuse delivery at that time constitutes acceptance of the item in its delivered condition.
From acceptance onward, En Gold accepts no liability for any damage, loss, deterioration, mishandling, improper storage, assembly errors, installation issues, or personal injury arising during or after onward transport, storage, handling, or installation by any third party. Items that require assembly, involve stone, marble, or other heavy or fragile materials, or require specialist handling must be delivered via white glove service. Delivery to a warehouse or third-party location is undertaken entirely at the customer’s own risk.
