Online Shopping Terms Updated: 8 November, 2023
About these Terms
Index(jump to section)
- Variations
- Your Order
- Prices, payment and GST
- Special offers and promotions (e.g. Free shipping)
- Shipping promotions
- Payment security
- Delivery
- Our products
- Returns
- Your rights under the Australian Consumer Law
- Disclaimer and limitation of liability
- Warranties
- Manufacturer warranties
- Gift cards
- Other Policies
- Force Majeure
- Applicable law
- Relationship
- Severability
IMPORTANT INFORMATION
These Terms are important and you should read them carefully. There are some specific provisions in these Terms that we want you to be aware of. These are explained below.
Your consumer rights
You have rights as a consumer under the Australian Consumer Law in relation to our goods that we cannot exclude. Nothing in these Terms is intended to limit or exclude your consumer rights.
Our liability to you
To the extent permitted by law (including the Australian Consumer Law), our liability is excluded or limited by these Terms. To explain, without limiting your consumer law rights (or any other rights we expressly provide to you by way of additional warranties):- We exclude all implied terms and warranties;
- We are not liable to you for any indirect or consequential loss;
- We are not liable to you for any loss, theft or damage to products that occurs after delivery to you or to an ATL (Authority To Leave) address;
- We are not liable to you for any loss you suffer if your credit/debit card is used fraudulently by someone else, other than to the extent our acts or omissions caused the loss;
- Where we are liable to you under these Terms for any losses you suffer, our liability will be:
- reduced or limited to the extent (if any) that you either caused or contributed to those losses; and
- limited to the total dollar amount of the products purchased by you in relation to which your loss has arisen, other than to the extent that our acts or omissions have caused or contributed to those losses.
Please see the sections headed Your rights under the Australian Consumer Law and Disclaimer and limitation of liability for more information.
Changes to these Terms
We may change these Terms from time to time. However, the Terms that are current at the time you place your order will apply to that order.
Variations
Your order
We reserve the right to accept your order for any reason at any time. We also reserve the right to cancel your order with reason, including but not limited to a breach by you of these Terms or other applicable terms or laws, unavailability of product (out of stock), an error in the price, image or product description, an error in your order, issues with your payment or address, fraud prevention, excessive returns or chargebacks by you, shipping or trade restrictions, shipping time constraints, product recalls or withdrawals, customisation issues, technical errors, force majeure, failure to meet minimum order requirements (if applicable), or as otherwise set out in these Terms. If we cancel your order, we will contact you by email to let you know and you will have the option of receiving a full refund or a store credit.
Prices, payment and GST
Special offers and promotions (e.g. Free shipping)
Shipping Promotions
Payment security
In an effort to prevent fraudulent use of credit cards or other payment options, we reserve the right to conduct and implement fraud detection processes to check the legitimacy of the order and payment method. This process may include requesting proof of identity and a formal validation check on the credit card and account. However, we do not guarantee that we can prevent the fraudulent use of such information by unauthorised third parties. Orders undertaking a formal check will be placed on hold until we have received confirmation that the transaction is legitimate. If we are not satisfied that an order is legitimate, we may decide to cancel the order.
Delivery
Delivery Fees
Delivery fees and times vary for different products and are calculated based on the size and weight of your order, the number and type of products in the cart, where the products are shipping from, and its destination. The delivery price for each order will be displayed during the checkout process, prior to payment and order confirmation and included in the total price of your order. Changes made by you to the delivery address or delivery time after placing an order may incur additional charges.
Delivery estimates calculated at checkout are based on delivery to the front door of a ground floor. If delivery of an order will result in unacceptably high freight charges to us, we reserve the right to contact you after your order is placed to request further delivery fees or to cancel your order prior to dispatch, and you may choose either option. If we cancel your order in these circumstances, we will issue a full refund to you.
Dispatch Time
Each product listing includes the estimated dispatch time frame for that product. Typically, orders received and processed by us before 11:59pm each business day (in NSW) will be dispatched within 1-3 business days from the relevant warehouse, unless otherwise stated.
Orders received and processed by us on Friday or weekend days will be processed for dispatch on the following Monday. In some cases, the estimated dispatch time frame will be longer, for example where items are made to order.
From time to time, the estimated dispatch time frame may exceed our usual stated delivery window for reasons outside of our control or if payment is subject to a fraud check.
We work hard to process all orders as quickly as possible and we will generally contact you to let you know when your item has been dispatched by us or if we anticipate delays.
Note: For the purposes of these Terms, "business days" means a business day in the relevant State or territory from where the order will be dispatched, unless these Terms expressly state otherwise.
Delivery methods & locations
We work with a number of third party delivery providers in order to deliver our products nationwide. Your order will be delivered to the delivery address provided by you during the checkout process or as updated through our Customer Care team after your order is finalised and before your order is dispatched.
We cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the products we sell. Most of our products require a signature upon delivery.
Our delivery provider may leave a card at the address and you will need to pick up the delivery from an Australia Post outlet or contact the delivery contractor to arrange for re-delivery.
We reserve the right to refuse delivery to specific locations for items we consider to be at high risk of loss or damage and also areas that are inaccessible with standard courier and delivery services. In this case, we will contact you and if we cannot reasonably find a solution, we may cancel the order and provide a refund to you less any reasonable shipping, return and handling costs incurred.
In some cases, we will only be able to deliver products in metropolitan areas. This information will be shown on the product listing on our website. We are not able to accept orders for international delivery at this time.
Standard Delivery
Standard Delivery is a fast and cost effective shipping method used for most items. Orders with Standard Delivery will be delivered by one of our national carrier partners, e.g. Australia Post, Allied Express, Couriers Please or other carrier as appropriate. Delivery is to a ground floor; if the delivery is in a multi-story building the delivery company will not travel past the ground floor front door.
Standard Delivery will usually occur Monday to Friday (8am to 6pm) but could occur outside of these hours such as during peak periods. We do our best to keep you informed along the way as to when your order is dispatched to when it will be delivered via emails and SMS alerts.
Unfortunately we're unable to provide a choice of delivery day or time for these types of deliveries.
Specialist Delivery
When available, Specialist Multi Person Delivery is provided for items that are large, heavy or fragile and require the specialist skill and care of a multi person delivery team. You will be contacted prior to delivery to confirm a delivery day. If the proposed day is not suitable, please contact our delivery partner to arrange an alternative delivery date.
Our Specialist Multi Person Delivery team is able to go up two flights of stairs and deliver your item into the room of your choice (subject to any relevant social distancing requirements).
Goods can be delivered higher than two flights of stairs if there is access to a lift that can be used for deliveries and the lift has sufficient space/capacity to carry the goods safely without the risk of damaging the lift or the goods.
We kindly ask you that you have cleared the way for our team prior to delivery to ensure they have unobstructed access to complete your delivery quickly and safely.
Delivery will usually occur Monday to Friday (8am to 5pm) but could occur outside of these hours such as during peak periods. We do our best to keep you informed along the way as to when your order is dispatched to when it will be delivered via emails and SMS alerts.
What If I’m not home?
If you are not home to receive a delivery and you have not authorised us to leave the package at the door, our delivery partner will attempt to organise an alternative delivery day (e.g. a card will be left or an electronic notification will be sent to you, with details for you to make contact with them).
To ensure your missed delivery gets to you as quickly as possible, our delivery provider may utilise our evening delivery option for your re-delivery.
First-time Delivery
Did you know that our customers who authorise couriers to leave parcels in a safe place, known as an "Authority to Leave" (ATL), receive their goods faster and have higher levels of customer satisfaction?
If you can’t be home to receive your delivery, we encourage you to authorise couriers to leave parcels in a safe place out of the weather. You can provide this instruction during checkout. This will allow you to receive your goods first-time and avoid the hassle of missed deliveries and re-deliveries.
If you prefer not to allow us to leave your delivery in a safe place, we will require authorisation on delivery. If social distancing for contactless deliveries is required, our drivers will ask for your name and sign on your behalf.
Delivery failure
It is important that you check your information is correct before placing your order, especially your delivery address. If you provide the incorrect delivery address, you agree that you will be liable for the additional shipping charges in order for your delivery to reach you.
Risk and Title
Risk and title to the products passes to you on the date and time of delivery of the products to you by our delivery provider or to the ATL (Authority To Leave) address.
Our products
In some cases, the products we offer for sale are handmade or made from natural or organic materials and there may be small variations between the product image(s) and the product you receive. Where this is applicable, it will be stated on the individual product listing on our website. We aim to ensure that all colours are displayed accurately on our website, but you should be aware that colours may appear slightly differently on different displays and screens. The shade of colour from screen to screen is not a fault or error.
We reserve the right to remove any products from our website at any time and/or remove or edit any materials or content on our website. Any such changes will apply from the time they are published on our website, but will not impact any orders that have already been placed.
We may use various technologies, including generative artificial intelligence, to help us improve the content on our website and to provide certain features to our customers. It is important to note that while we strive to ensure the quality of the generated content and responses, we cannot guarantee their absolute accuracy or reliability.
We are constantly optimising our website. We conduct experiments and personalise the shopping experience which means one customer may have a different experience from another.
Returns
Change of mind returns
We want you to love the products you buy from Temple & Webster. If you change your mind, you may return the product to us within 30 days of the date you received it and we will issue you with a store credit. Where exceptions apply, customers are notified on the product display page. Note, change of mind returns are different to returning a product under the Australian Consumer Law if the product is faulty - see the section below entitled Your rights under the Australian Consumer Law.
You will be responsible for the shipping costs for a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes any costs you incur for us shipping the product to you in the first place and the cost of shipping the product back to us.
You must lodge a return request via the 'My Account' page, select 'Get Help'. Alternatively, you can contact us with your name and order number and our Customer Care team will arrange the return for you.
Products returned for change of mind reasons must be in 'as-new' condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the products.
The following products cannot be returned due to a change of mind:
- Products described as "made to order"
- Mattresses & bedding. Bedding includes quilts and duvets, pillows, mattress toppers, protectors and underlays.
- All forms of clearance items (i.e. any items labelled "clearance" on the site)
- Personalised items
- Seasonal products
- Gift Cards
- Items for commercial or non-domestic use
- Items assembled or installed by Temple & Webster or our contractors upon delivery
Within 5 business days (in NSW) of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and any shipping costs incurred by us for you to return the product back to the warehouse. If you opted for Purchase Protection on your order, you will have additional options (check the Purchase Protection section for more information).
Store credit voucher codes will be valid for one (1) year from the date of issue.
We will not accept returns delivered in person to our depots, offices or warehouse facilities.
To arrange a return, please go to our Help Centre and select 'Return Item' or contact us for assistance.
Purchase Protection
For your convenience and complete peace of mind, we offer Purchase Protection (for a small fee) during checkout in case you change your mind. The cost of the Purchase Protection is non-refundable.
Purchase Protection includes:
- Refund Flexibility
- Normally, if you change your mind and return a product within 30 days of the date you received it, we'll give you a store credit. However, if you've paid for Purchase Protection at checkout, you have the choice of requesting a refund of 100% of the item value to your original method of payment, or store credit of 110% of the item value. Refunds made in the original payment method or via store credit do not include shipping costs. Our Refund Flexibility offer is subject to the terms and conditions applicable to Returns. Please note that some items are specifically excluded from change of mind returns.
- Extended Returns for change of mind
- If you change your mind, you may return your order to us within 100 days of the date you received it, subject to other terms and conditions applicable to Returns. Without Purchase Protection, our standard timeframe for change of mind returns is 30 days.
- Rapid Re-order
- If we agree you need a replacement product, we'll place an order for a replacement even before we receive the first product back. In the event the replacement has to be backordered, we'll let you know and give you the option of accepting the backorder or cancelling for a full refund less the shipping costs.
We reserve the right to refuse claims under our Purchase Protection policy in circumstances where we reasonably believe that claim is invalid, including where the terms and conditions applicable to Returns are not satisfied.
Wrong product delivered
Very occasionally we may accidentally ship the wrong product to you. If you have received an incorrect product, let us know as soon as you can, ideally within 3 days of receiving your delivery. We will offer to send you the correct product and arrange for the pick-up and return of the incorrectly shipped product at no cost to you.
Faults and damages
If a product arrives and the packaging or the product itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately.
If you notice after a product arrives that it is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 days of receiving your delivery.
Your rights under the Australian Consumer Law
- be of acceptable quality and not be faulty or unsafe;
- match their description; and
- be fit for their intended purpose.
You are entitled to a replacement or refund for a major failure, and for compensation for any other reasonably foreseeable loss or damage caused by our products. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Disclaimer and limitation of liability
Except to the extent we are required to be liable by law, we will not be liable in contract, tort or otherwise for any loss, damage, costs or expenses including without limitation, consequential, special, incidental or exemplary damages of any kind or for loss of profits, loss of anticipated savings, loss of goodwill, loss of opportunity, loss of data or any other indirect or economic losses whatsoever suffered or incurred by you, arising directly out of or in connection with these Terms.
Without limiting the above and to the extent permitted by law, our liability to you for losses you suffer arising out of or in connection with these Terms:
- Will be reduced or limited to the extent (if any) that you cause or contribute to the losses; and
- Is strictly limited to the total dollar amount of the products purchased by you in relation to which your loss has arisen, except that this will not apply to the extent that your losses are caused or contributed to by our acts or omissions.
Cancellations
You may cancel all or part of an order before it reaches the dispatch processing stage in which case you can choose whether to receive a store credit voucher or refund in the amount you paid for the products (including shipping, assuming there are no other products remaining on the order to be shipped). After an order reaches the dispatch processing stage, cancellations or changes are only possible if we agree to them. As we aim to process your order as soon as possible, which could be within hours of you placing your order, requests for cancellations should be lodged as soon as possible after ordering. Once products have been shipped, you cannot cancel them. Products described as 'made to order' cannot be cancelled under any circumstances. Please be advised, for Next day, Fast Track and Click & Collect dispatch items, no cancellations or changes are permitted under any circumstances.
Exchange
Unfortunately, we do not offer exchanges of our products. Simply return your items in accordance with our Returns Policy and place a new order.
Our rights
We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us or where we are not responsible for the damage in accordance with our Faults and damages policy.
Warranties
Such warranties will only apply to products purchased from Temple & Webster where the description of the product on our website (at the time the product is purchased) expressly states that such a warranty applies to that product. Check the Terms and Conditions (including for the details, exclusions and instructions on how to make a claim) that apply to such warranties.
Manufacturer warranties
Gift Cards
In the case of digital Gift Cards, we will email the Gift Card to the recipient's email address, as provided by the purchaser. The email will include instructions and a link for redeeming the Gift Card. After the recipient has created an account and redeemed the Gift Card, the Gift Card amount will appear in the 'My Account' section of the recipient's profile.
Gift Cards, once redeemed, may only be used for purchases on our website. If a purchase made using a Gift Card is for less than the amount of the Gift Card, the remaining balance will appear on the recipient's account for future use. If a purchase made using a Gift Card is for more than the amount of the Gift Card, the recipient will be required to pay the excess using another payment method. The amount remaining can be viewed on the recipient's 'My Account' page. If an order made using a Gift Card is cancelled or returned, the portion of the purchase attributable to the Gift Card to be refunded will be refunded as a store credit only.
Gift Cards expire 3 years after the date of their purchase in accordance with the Australian Consumer Law. Expiry dates cannot be modified. Any balance that remains after the expiry date will not be available for use.
Gift Cards are not transferrable and cannot be returned or exchanged wholly or partly for cash. Gift Cards and store credits cannot be used to purchase other Gift Cards. Gift Cards should be treated as cash. You are responsible for the use and safety of your Gift Card. Temple & Webster is not responsible for any loss or damage resulting from lost or stolen Gift Cards or Gift Cards used without permission. Lost or stolen Gift Cards will not be replaced or refunded.
Other Policies
Please refer to our Website Terms for further information on trade marks, copyright and other applicable terms including those relating to use of our website.
The Privacy Policy available on our website informs you of our practices regarding the collection, use and disclosure of any information we collect from or about you. Our Privacy Policy forms part of these Terms. We process information about you in accordance with our Privacy Policy. By using our website, you consent to such processing and you warrant that all data provided by you is accurate. In order to purchase through our website, you will be asked to provide your personal details, including your real name, billing address, shipping address, mobile phone number and email address. You will also be required to provide us with payment details so you can purchase products from us. By entering your payment details you warrant that you are the authorised account holder and that the payment details you provide on ordering are both valid and correct and you confirm that you are the person referred to in the billing information provided.
Force Majeure
Applicable law
Relationship
Severability
Payment options
Head Office (No Showroom)
2/1-7 Unwins Bridge Rd, St Peters,
NSW 2044, Australia
Your customer reference #:
10-25-86-97-92-5