Shipping and Returns Policy

Shipping and Returns

Australian Shipping

Shipping costs start at $9.95.

Free Australia Shipping for orders over $199.

Orders will be processed and dispatched within 2-3 business days.

Orders are dispatched from our warehouse in Airlie Beach QLD (considered regional)

Estimated Delivery Time

Australia-wide – approximately 2-14 business days from dispatch (depending on your location) and may take longer in peak seasons.
New Zealand – 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.

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 a tracking number will be emailed to you. 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. We currently have New Zealand Shipping set up as automatic, however if you require another international location 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

We love our products and we hope you do too. If you are not 100% happy please email us at sales@brilliantframes.com.au so we can work together to resolve any issue.

30 DAY HAPPINESS GUARANTEE

You are entitled to an exchange or refund on your product within 30 days of the delivery of the order for change of mind. Should you choose to be refunded for your item for a change of mind, a 5% administration and restocking fee will be charged and you will be required to pay the shipping fee to return the goods to us.

To be eligible for a refund on our products under our 30 day happiness guarantee, your item must be unused, undamaged and wrapped in the original packaging. Given the nature of our items, they can't be returned without the original packaging as they will be damaged in transit.

You must contact us for return approval before sending any items back. Email us at sales@brilliantframes.com.au to initiate the return process for your order. If you wish to change for another item, you’re welcome to purchase the correct item directly through the website.

A refund does not apply if we shipped the order as soon as possible but you did not receive your order by the date expected. This is due to the postal and courier services being outside of our control. We will however assist you to track your order and replace it if it is deemed lost by the courier or Australia Post.

If you request a refund for a payment where a product hasn't been shipped, you will receive the refund minus the 6% fee which we are charged on your refund amount.

If you do wish to return the product for a major fault, under Australian Consumer Law, shipping costs are payable by us.

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. This is due to Courier not covering insurance.

NO EXCHANGE OR REFUND ON SALE AND DISCOUNTED ITEMS OR 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. Minus a 5% restocking fee and 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.