The Stellar Haus team pride ourselves in excellent customer service. We will dispatch your order in sufficient time to meet both our and your deadlines. We have chosen to work with some excellent shipping partners, however, despite their best efforts, sometimes deliveries are delayed in the shipping process. We will always try to work with our shipping partners to ensure prompt arrival of your orders, but we are not responsible for any delays outside of our control, including but not limited to:
- postal or courier provider delays or service failures
- incorrect shipping addresses provided
- requests for re-directs or any issue associated with the nominated courier company outside of our control
- recipient not available to receive the order when delivery is attempted
Shipping within Australia
Our Australian orders are shipped through from our distribution centre, with a track and trace service. Please allow 3-5 days for delivery.
Rural deliveries can add a further 2-3 business days so if you have a friend or business in town it may pay to choose them as the shipping address for a quicker receipt.
Our International Shipping charges allow for a better track & trace service through Australia Post.
We can ship to virtually any address in the world. There are however some restrictions on some products going to some destinations, and the purchaser has to cover all shipping and related costs. Please check with your local customs / import handler for restrictions on battery and mains powered products before purchasing, as we do not refund for orders after they have been dispatched internationally.
Customs policies vary widely from country to country. Additional charges for customs clearance are paid for by the customer; unfortunately we have no control over these charges and cannot predict what they may be. We do not reimburse any costs incurred and do not accept any responsibility for delays as a result, regardless of the circumstances. For current import duty and taxes for your country, please see the Duty Calculator website.
If you need your purchase within 3 days please put this in the comments section at the end of the order process and send us an email. We do not guarantee any delivery time, but we try to meet your expectations!
Damaged / Faulty Products
You MUST notify us of any damage within 48 hours of receipt to receive a replacement or credit. Please keep the original packaging and purchase details, and phone us to discuss your options.
We will replace the item, or credit, at our sole discretion.
Missing Items or Delivery
As with faulty items, you MUST notify us of missing items within 48 hours of receipt to receive a replacement or credit. We will send you the item, or credit, at our sole discretion.
Very rarely parcels go missing with our courier partners. If this happens it is best if we both notify the courier company. We will determine the claims process with you if necessary, but will ship out a replacement order ASAP, subject to product availability.
Change of Mind
You cannot return items for a refund if you change your mind about a purchase. But if you are unhappy with your purchase please contact us.
Cost of Returns
We do not cover the cost of delivery for returns. Return postage must be paid for by the returnee (think of how you take your broken toaster back to the store - they don't pay your petrol ;) ). Please remember to ask for a receipt as proof of return and to track your delivery. We take no responsibility for returns lost in the delivery process. You will need to contact your delivery provider to locate your parcel, though we will do our best to help where we can.
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.