Terms and Conditions
Disclaimer: All Californian purchases are shipped from our Australian warehouse.
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 international shipping transit and the nature of our products, exchanges will incur additional freight charges and will require speciality re-packaging to ensure the item/s are fit for international transit. This will require all the original packaging and may include pallet and pallet strapping. Please ensure you have access to these facilities or consult with our team for a recommended packaging service. Any costs incurred to re-package will be at the customer’s expense. If the items are sent unfit for international transit resulting in damages, eligibility for an exchange will be voided.
Prior to proceeding with any type of exchange or return please ensure you consult with our team to ensure procedures for international transit are followed.
To return any item/s for a change of mind the above terms will be applicable, and a 30% restocking fee will be applied.
If for any reason you have had a change of mind upon 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 will 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.
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 $50 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!
Freight and Shipping Internationally
For all orders under 1cbm we will endeavour to facilitate air freight. Any orders over 1cbm will be dispatched using sea freight. If you require your order within a certain timeframe please ensure you contact our team to endeavour to facilitate.
Air freight transit times are approximately 7-20 business days.
Sea freight transit times are approximately 45-60 business days.
This is an estimate only and En Gold cannot be held responsible for any unforeseen delays.
All orders will be delivered palletised to ensure your pieces arrive safely to you. This is a door-to-door service and can result in a curb side delivery depending on your home’s access. Should you require assistance to move the product into your residence, this must be arranged by you at your own discretion. Please ensure you have considered the size and weight of the products prior to purchasing to ensure you can safely bring the item/s into your home.
All orders including homewares and artworks will be dispatched within 2 weeks of receiving the order (unless otherwise specified or if the items are on pre order). A tracking number will be provided, 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.
You will receive a notification via email or text by the available 3rd party freight supplier of milestone updates prior to delivery. Please ensure you or someone you can appoint is available to accept the delivery. Tracking numbers and freight carrier contact details will be provided to assist with scheduling delivery dates. 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.
It is the responsibility of the purchaser to ensure the delivery address is correct and they confirm the space and access measurements prior to purchasing.
We cannot send any of our wares or furniture to a PO Box address, please ensure you have a residential or commercial address to provide at checkout.
Sales Tax and Duties
Please note all pricing does not include sales tax or importing duties. As the recipient of the order, you are responsible to pay any of the taxes and duties levied customs. The shipping port may hold your order until payment has been made directly to their nominated account. Contact and advice will be made directly to you by the freight carrier or customs to facilitate.
Please ensure you are aware of the cost of these fees before you make your purchase.
Receiving Damaged Goods and Wrong Items
We understand that accidents can happen in transit and in order for us to assist you it is very important that you ensure you check all items immediately upon receiving.
If your order was received damaged or the wrong items in transit please email us with:
- Your order number
- A clear description of the damage and items
- Supporting photographs or videos of the item/s
- 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 may be ineligible for consideration for replacement or repair.
In the unfortunate event that your order has been received damaged, En Gold will work hard to facilitate a resolution however disposal of the item/s may need to be facilitated by the customer.
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 at firstname.lastname@example.org so we can investigate the matter further for you.
Sales and 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 to 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.