Shipping policy
1. Where this policy applies
This Shipping Policy applies to orders placed through hjh-office.shop for delivery in Australia. It should be read with the Terms of Service and Return and Refund Policy. Shipping questions may be sent to info@hjh-office.shop.
2. Shipping cost
All orders receive free standard delivery. Any optional premium or enhanced delivery service, if offered, will be shown with its price before payment and will not be preselected without the customer’s consent. Mandatory fees will not be introduced after an initial headline price.
3. Estimated delivery time
Our standard estimated delivery time is 15–20 days. Unless a product page or checkout states otherwise, the estimate runs from acceptance of the order. It is an estimate rather than a guaranteed appointment. Order processing, weekends, public holidays, carrier capacity, severe weather, customs procedures where relevant, remote locations and other events may affect timing.
Delivery estimates and shipping claims must be accurate and based on reasonable grounds. We will deliver within the period stated or otherwise agreed and, if no period is fixed, within a reasonable time. A displayed longer lead time for a made-to-order, personalised or back-ordered item forms part of the order only when it is made clear before purchase and accepted on that basis.
Customers arranging an office opening, move, fit-out or contractor appointment should allow time for delivery, inspection and assembly. A project date entered in an order note does not create a guaranteed deadline unless we expressly agree in writing before purchase that delivery by that date is essential.
3A. Production lead times
For stocked goods, the estimated delivery period includes ordinary processing and carrier transit. For upholstered, cut-to-size, specially finished, configured or made-to-order furniture, production may begin only after payment, receipt of complete instructions and, where applicable, approval of a drawing, swatch or configuration summary. Any product-specific production period will be shown before purchase and forms part of the agreed delivery arrangement.
A delay caused because required dimensions, finish selections, configuration details or approval was not supplied may extend the delivery estimate by a reasonable corresponding period. We will contact the customer if an instruction appears unclear or internally inconsistent rather than intentionally producing an obviously incorrect item.
4. Processing and order confirmation
After an order is submitted, we send an acknowledgement. A contract is formed only when we accept the order as explained in the Terms of Service. Processing may include payment authorisation, address checks, fraud screening, picking, packing and handover to a carrier. If we need information to complete delivery, we will contact the customer using the details supplied.
Orders containing multiple products may arrive in separate parcels and on different days. No additional standard-delivery fee is charged because an order is split.
5. Delivery addresses
The customer is responsible for entering a complete and accurate delivery address and checking it before payment. Please contact info@hjh-office.shop immediately if an error is discovered. We cannot guarantee an address change after processing or dispatch, and for security we may require verification.
If a carrier cannot deliver because the address supplied is incomplete or incorrect, the customer refuses delivery without a lawful reason, or the parcel is not collected after reasonable notice, it may be returned. We will contact the customer about redelivery or refund. We may deduct only costs that the law permits and that were reasonably and actually incurred; statutory rights remain unaffected.
5A. Delivery restrictions
Some carriers cannot deliver to every postcode, parcel locker, PO box, offshore address or restricted-access property. Any material restriction known to us will be displayed before purchase or communicated promptly. If we cannot provide the agreed delivery and no reasonable alternative is accepted, we will cancel the affected goods and refund the amount paid.
Customers in flats, gated premises, workplaces and shared buildings should provide an address at which lawful access and safe receipt are reasonably possible. A reception desk, concierge or authorised workplace mailroom may be treated as a person identified to receive the parcel where the customer selected that delivery arrangement.
6. Tracking and delivery updates
Where tracking is available, we will send the tracking number or make it available through the order record. Tracking events are supplied by the carrier and may take time to update. A carrier status alone does not finally determine legal delivery if the customer has not received the goods.
Customers should review delivery messages and make reasonable arrangements for receipt. We will not treat a parcel left in an unauthorised or insecure place as properly delivered merely because a carrier marked it delivered.
7. Risk and safe-place instructions
Goods remain at our risk until they come into the physical possession of the customer or a person identified by the customer to take possession. If the customer independently commissions a carrier that we did not offer, risk may pass when the goods are handed to that carrier.
If the customer expressly nominates a safe place or neighbour, delivery there may amount to delivery to a person or location identified by the customer. Customers should choose only a secure and suitable place. Nothing in this paragraph reduces responsibility for a carrier’s failure to follow instructions or for goods lost before risk lawfully passes.
8. Delays
If we become aware of a material delay, we will provide updated information where reasonably possible. If delivery by an agreed date was essential and we fail to meet it, or if we fail to deliver within an additional appropriate period set by the customer where the law requires that step, the customer may be entitled to end the contract and receive a refund for undelivered goods.
If goods are not supplied within the agreed or a reasonable time, the customer may require performance within an appropriate additional period or cancel the affected order where permitted by contract or law. If only part of an order is delayed, a remedy may apply to that part or, where the order has no reasonable value without it, to the order as a whole.
9. Lost parcels
If tracking has not updated for an unusual period or the order has not arrived by the end of the expected delivery window, contact info@hjh-office.shop with the order number. We may investigate with the carrier and ask the customer to confirm delivery details. If the goods are lost before risk passes, we will provide an appropriate replacement or refund. We will not require the customer to recover the loss from a carrier engaged by us.
10. Damaged, incomplete or incorrect deliveries
Please inspect every carton within a reasonable time and tell us promptly if an item is damaged, incomplete or incorrect. Before assembly, compare the model, finish, carton numbers, hardware packs, frame, desktop, mechanisms and electrical components with the parts list. Include photographs of the goods, labels and packaging where reasonably possible, as these may help the carrier investigation. Failure to report immediately does not remove statutory rights.
Do not discard a potentially unsafe product or damaged packaging until we advise what evidence is reasonably needed, unless retaining it would create a safety risk. Remedies are handled under the Return and Refund Policy and the Australian Consumer Law.
10A. Fragile and oversized parcels
Chairs, desks, cabinets and flat-pack furniture may be shipped in reinforced cartons with edge protectors, hardware boxes and removable surface film. A complete product may arrive in several separately tracked cartons. Customers should not begin assembly until they have checked whether all numbered cartons have arrived. Apparent marks on removable protective film are not necessarily damage to the finished surface beneath it.
For large or multi-carton goods, the carrier may contact the customer to agree a delivery day. Unless expressly stated, delivery is to an accessible ground-level entrance and does not include carrying upstairs, lift booking, room placement, assembly, anchoring, electrical connection, removal of old furniture or disposal of packaging. Any additional service will be described and priced before purchase.
11. International origin and customs
Some goods may be fulfilled from outside Australia. The delivery estimate shown at purchase includes the anticipated transit process. Any GST, customs duty or mandatory import-related amount that the customer must pay will be disclosed before purchase where required. We will not intentionally present a price in a way that hides an unavoidable charge that should have formed part of the total price.
12. Large or heavy goods
Furniture and other large items may require an appointment, suitable access and an adult recipient. Before ordering, the customer should check carton dimensions, doorway and lift sizes, stairs, turning space, loading restrictions and whether the premises require a booking, certificate of insurance or delivery induction. Unless expressly agreed, standard delivery does not include assembly, anchoring, removal of doors or windows, movement of existing furniture or packaging disposal. Statutory rights apply if important delivery restrictions were not disclosed clearly before purchase.
13. Contact
For delivery help, email info@hjh-office.shop and include the order number, delivery postcode and a concise description of the issue. We will respond within a reasonable time.
14. Dispatch confirmation
A dispatch email means that all or part of the order has been handed to a carrier or prepared for carrier collection. Tracking may initially show only that a label was created. If no carrier scan appears within a reasonable period, customers may contact us and we will investigate rather than assuming the parcel is moving normally.
15. Split shipments and mixed lead times
Where an order contains stocked and made-to-order goods, we may ship them separately or wait until all goods are ready. The method will depend on the information shown at checkout, product compatibility and efficient delivery. If separate parcels are used, the customer will not be charged an additional standard-delivery fee.
A cancellation or delay affecting one parcel does not automatically cancel products already delivered, unless the items form an inseparable commercial unit or the remaining goods have no reasonable value without the missing part.
16. Carrier substitutions
We may use a different reputable carrier from the one originally anticipated where this does not materially reduce the agreed service. A change of carrier does not alter our responsibility for delivery or transfer carrier-contract responsibilities to the customer.
17. Delivery appointments
If an appointment is offered, the customer should ensure that an adult is available and that access is safe and unobstructed. Appointment windows are estimates unless expressly guaranteed. Where a carrier misses an appointment, we will help arrange a new delivery and consider any legal remedy arising from a material delay.
If the customer needs to change an appointment, reasonable notice should be given. A charge for a failed appointment will be applied only if it was clearly disclosed, reasonably incurred and legally recoverable.
18. Proof of delivery
Proof of delivery may include a signature, delivery photograph, GPS record or carrier scan. Such evidence is relevant but not conclusive if it conflicts with credible information that the goods were left at the wrong property, in an unauthorised location or never came into the customer’s possession. We will investigate disputed delivery fairly.
19. Packaging disposal
Packaging should be opened carefully and kept until the customer has checked the contents. Cardboard, paper and recyclable materials should be separated in accordance with local collection rules. Plastic bags, straps and small protective parts should be kept away from children and pets. Packaging must not be burned unless local rules and the material expressly permit it.
20. Refused parcels
Refusing a parcel does not always communicate all information needed to request a voluntary return or statutory remedy. Customers should also email us with a clear explanation. If a parcel is refused because it is visibly damaged, the customer should tell us promptly so we can arrange an appropriate remedy.
21. Exceptional disruption
Severe weather, transport closures, industrial action, border disruption, public emergencies, carrier-system failures or other events outside reasonable control may affect delivery. We will not treat such an event as permission for indefinite delay. We will provide available information, take reasonable mitigating steps and honour the customer’s right to terminate where the legal conditions are met.
22. Delivery complaints
Delivery complaints should state what happened, when delivery was expected and any evidence available. We may need to contact the carrier, but the customer’s contract remains with us. We will not require the customer to accept carrier compensation as a substitute for a remedy owed by us under the sales contract.
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