Shipping and Returns Policy
Shipping and Returns
Australian Shipping
Australian Shipping is calculated at checkout based on weight of items in your order. Shipping costs start at $9.95.
Orders will be processed and dispatched within 3-5 business days.
All orders leave our Warehouse on Tuesday and Friday Mornings Only.
Orders are dispatched from our warehouse in Airlie Beach QLD (considered regional)
Estimated Delivery Time
- Australia-wide – approximately 2-20 business days from dispatch (depending on your location) and may take longer in peak seasons.
- Please understand AusPost and Couriers are not our employees and are a separate entity. Whilst we try our hardest to speed up your orders, ultimately it is Australia Post and Couriers that control your delivery times and times do vary for locations.
** NO PO BOXES or Parcel Centers can be used for delivery address **
If we become aware of a delay we will notify you via email. Please note processing times may increase in peak times
We use a combination of Australia Post, Sendle and Australian Couriers depending on your delivery location
All orders will be tracked and no post boxes or postal centers can be used as a delivery address (unless additional fees are paid. Contact us for further information before placing your order). An Authority to Leave (ATL) will negate insurances so where possible please use a delivery address where someone is available to collect the purchase.
* Large orders and wholesale orders may be subject to additional shipping costs. Price will be available on application.
Please contact us directly at sales@brilliantframes.com.au
Please NOTE: It is your responsibility to track your order once we provide the tracking details. It is rare for parcels not to arrive however if it does happen, we will not be able to provide a refund or new order if you do not notify us within 3 days of your order not arriving at the allocated time......
INCORRECT ADDRESS OR RETURNED PARCEL
If an order is returned to us due to the customer entering the wrong address, incorrect or misspelt address or the courier is unable to find the address, the customer is liable to pay for the cost of reshipping and is NOT entitled to a product refund.
International Shipping
International Orders are welcome. Please email us directly at sales@brilliantframes.com.au to obtain a shipping quote.
Customs, fees and associated charges are to be paid by the purchasers.
No refunds or exchanges can be made on International orders.
Returns & Refunds
MISSING ORDERS It is your responsibility to track your order once we provide the tracking details. It is rare for parcels not to arrive however if it does happen, we will not be able to provide a refund or new order if you do not notify us within 3 days of your order not arriving at the allocated time.
NO EXCHANGE OR REFUND ON IMPERFECT SALE. By purchasing an imperfect sale item you understand there is a fault with this product including, but not limited to, scratches, dints, damaged backing boards etc.
Our frames and products are constructed to the highest standard and we have taken significant care in packaging our frames so that they arrive to you safely.
It is the purchaser's responsibility to open and check your order as soon as it arrives.
In the unlikely event the frame or product is damaged in transit please contact us within 48hrs and send photos of the damaged packaging including the outside of the box and the shipping label and the product to us at sales@brilliantframes.com.au.
*** PLEASE send - photo of damaged box, the shipping label and damaged item ***
We will endeavour to correct the problem as soon as possible. If no contact is made within 48hrs we will deem the purchase to have arrived safely.
If a return, exchange or refund is deemed appropriate the frame / product must be returned in its original packaging to us and a new frame or product item will be sent back out or a refund minus expenses will be available.
* Please note – any items returned must have no missing items. Refunds, store credits and exchanges will not be made unless the order is complete.
Refunds will be processed back to the same method in which the order was paid after 24hrs of the request. Any fees and charges by the payment provider such as Afterpay, Paypal, Zippay, Shopify or any other payment provider WILL be deducted from the Refund amount. Freight charges will also be deducted from the final refund amount if they have been incurred.
INCORRECT ADDRESS OR RETURNED PARCEL
If an order is returned to us due to the customer entering the wrong address, incorrect or misspelt address or the courier is unable to find the address, the customer is liable to pay for the cost of reshipping and is NOT entitled to a product refund.
Change of Mind Return or Refund: Due to the size of our products we do not offer a change of mind refund or return once the items have left our warehouse. If a change of mind occurs before order has been processed, at the discretion of Brilliant Frames management, A 10% restocking fee will be deducted along with the above mentioned payment fees for any change of mind refund requests. An order cancellation can not be made after the order has been processed.
A $20 change of mind administration fee will also be charged.
We love our products and we hope you do too. If you are not 100% happy please email us so we can work together to resolve any issue.