How long will it take to receive my order
Delivery normally occurs within 2-4 weeks. Delivery times also vary depending on the products you’ve ordered and your delivery address. We’ll let you know via email as soon as your order has been shipped. This email will include information on the delivery method, delivery date estimate and delivery tracking code (where applicable). If you have purchased multiple items, where possible we’ll ship your items together. We use various carriers to deliver the goods to you and each of these carriers has varying speeds of delivery times. Therefore, the time taken for the goods to reach you once they have left our warehouse will depend on the carrier and your location.
Why does it take 2-4 weeks?
Each item is handcrafted. Our woodturner operates best on a good night’s sleep and he’ll be quick to remind us that “People forget how quickly you did a job, however, they do remember how well you did it”. Rest assured we do everything we can to deliver your purchase as quickly and reliably as we can.
Can I arrange for a delivery to my workplace?
Yes, where possible we can deliver items to your place of work. If you wish to have your order shipped to your work address, please specify your company name and be very specific about the address details such as unit numbers, or ‘level’ where delivery is to a multi-storey office building. We do not take any responsibility for items that cannot be successfully delivered due to inaccessibility or work place policy that prevents deliveries. Some courier companies are known only to deliver to the ground floor and will not travel past the ground floor front door where the delivery is in a multi-storey building. We are careful about the selection of our delivery partners and we will make every effort to hand deliver your purchase to you.
Can you deliver to my PO Box or Parcel Locker?
We cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the items we sell. Most of our goods are delivered by courier or specialist furniture carrier directly to your door and require a signature upon delivery.
What delivery methods are available if I am not home to accept my delivery?
We require a signature upon delivery with most of our items. If you are not able to sign for your delivery it will not be left for you. This is to ensure that your goods don't get stolen by someone else leaving you out of pocket and without delivery. It also provides us with evidence that the goods have been accepted by someone at your nominated address. Where suitable, we suggest the option of having your purchases delivered to your workplace address.
Delivery by our contracted courier company: If the parcel is being delivered by DHL or Allied Express then they will attempt to re-deliver when you are home, however, only during business hours for no additional cost. If your schedule does not allow for you to be present during these times we recommend that once you receive your tracking information via email that you fill out the Authority to Leave Card (a link will be provided along with your tracking number once the items leave our warehouse). If you live at a property where there is no safe place for the order to be left (e.g. a secure apartment building) then our courier will leave a calling card and can be contacted directly to make other arrangements. Depending on where you live (we have different couriers in different areas), this may mean that you can pick up the box from a local drop point, redirect it to another address or coordinate a delivery time with them directly. If no one is present when the delivery is made the courier will leave a calling card explaining how to collect or arrange re-delivery.
Delivery by Australia Post: If the parcel is being delivered by Australia Post and neither you nor your authorised representative is at the delivery address to take delivery, an ‘Article Awaiting’ card will be left at the delivery address and your order will be taken to the Australia Post Office suitable to store the product until you are able to go and pick it up. In these circumstances, our obligation to deliver the product to you is satisfied when the ‘Article Awaiting’ card is left at the delivery address.
Can I request delivery at a certain date/time?
Unfortunately, no. The courier delivering your order will get the parcel to you ASAP as part of their usual delivery routes. However, you can leave special delivery instructions for the driver. All our parcels are shipped with 'authority to leave', so you don't have to worry about being home to accept the delivery. If you’d like the courier to leave your order in a particular spot on your property (e.g. somewhere out of sight from the road, under your carport, or at the back door etc.) this can be specified in the 'special instructions for seller' field on the shopping cart page, just before you go to checkout online.
Can I pick up my order?
Unfortunately, we don’t allow pick-ups for any of our products however, in some cases we may be able to arrange a different transport method for special orders. For more information, contact us by email firstname.lastname@example.org
What are normal delivery hours?
Currently our products are only able to deliver during normal business hours Mondays to Fridays, except public holidays. Please refer to the section above regarding not being home to accept delivery if this poses an issue.
How do I track the status of my order?
Once your items have shipped out you will get an email notification and a tracking number attached to it. This tracking number will be linked to the carrier tracking website and if you click on it, it will allow you to track the status of your order. In some cases tracking updates could take 24-48 hours to update accurately. Alternatively, you can always contact the courier directly and quote your tracking number and they will be able to give you more accurate tracking information.
Carrier tracking websites and numbers:
- Click DHL or Phone: 13 14 06
- Click Allied Express or Phone: 13 13 73
- Click Australia Post or Phone: 13 13 18
- Click Star Track Express or Phone: 13 23 45
- Click TNT Express or Phone: 13 11 50
My tracking number is not working!
If the tracking is not showing up anything double check the tracking number you have put in. Also, it can take anywhere from 24-48 hours for the tracking to update in some instances. If all that doesn’t work, you can always contact us by email email@example.com
What should I do if my order is taking longer than expected to arrive?
Your order should include an estimated dispatch time frame for that product. In some cases the estimated dispatch time frame will be longer, for example where items are made to order. From time to time the delivery of specific items will exceed our usual stated delivery window for reasons outside of our control. We work hard to process all orders as quickly as possible and will send you an email to let you know when your item has been dispatched by us or we anticipate delays.
If your order hasn’t arrived by the estimated delivery date on your order confirmation email:
- Check we have the correct delivery address for your order and your contact details are up to date by logging into your account.
- Check to see if you have an attempted delivery card from one of our carriers. Your parcel may be awaiting collection (eg. at a local post office).
- Look in any safe areas the driver may have left your parcel, such as behind plant pots or bins, or in a shed, garage or porch.
How much does shipping and delivery cost?
Our aim is to provide you with the best value and most reliable shipping and delivery possible. Shipping is free to delivery addresses in Australia and New Zealand. Free Shipping will show as part of the check-out process before you have to pay for anything. We do not try to make money from shipping charges and we’re always working towards a simpler and more streamlined approach to reducing our shipping costs. Our delivery service is 100% carbon neutral. Our delivery service includes insurance for loss on all eligible parcels for no extra charge
Do you deliver to Australia and New Zealand?
Yes, we deliver across Australia and New Zealand. In some cases we may not be able to deliver certain items to the door in regional or remote areas. For deliveries, our drivers will require sighting a form of photo identification of the person who placed the order or that person's representative as well as a signature. Where a photo ID cannot be provided, the delivery driver will ask for a sighting of the credit card used to make payment.
Do you deliver overseas?
We deliver (at this stage) to Tasmania 😊and New Zealand. For some countries, import duties are excluded from the prices you see at the checkout, and you may be required to pay import duties upon receipt of your order or at a later date, depending on the requisites of your customs authority.
I thought you had a lifetime warranty, is this true?
We get asked this occasionally but no, none of our products carry a lifetime warranty. At Lamparto we always work hard to solve any problem you might have with one of our products. We warrant our products to be free of defects in materials and workmanship that result in failure during normal usage. Warranties are extended to the original end-user purchaser and are effective from the date of purchase and are noted against each product on our website. The warranty does not cover misuse, unauthorised modifications, and external causes such as acts of nature. The warranty does not cover normal wear and tear, or damage to any non-Lamparto product used in connection with a Lamparto product. The warranty does not apply to damage caused by accident, abuse, misuse or modification of the product. Please also refer to our warranty under the ‘Easy Returns Policy’.
What parts of your product/ packaging can I recycle
We try to source packaging where all delivery boxes can be recycled. We try to avoid using plastic wherever we can, however, when shipping multiple boxes, we may need to use a strong plastic to strap them together. We do this because if we post each box separately, we'd have to charge shipping for each item. There's also a chance that multiple boxes going to the same address could become separated, meaning the driver has to make two deliveries to the same address. From an emissions perspective, this needs to be avoided wherever possible. We're not aware of more environmentally friendly strapping options that can be used on a commercial scale, but we're always looking for better solutions and technologies. If you have an idea to share, please let us know.
Any other enquiries and don’t feel like talking – who to contact?
If you want to ask a question about postage and delivery but don't feel like calling, you can leave us a message and we will be back in touch with you shortly with some answers. For further enquiries to our friendly customer service team contact us by email firstname.lastname@example.org