Vanders Glass Delivery & Shipping Policy.
We ship Australia wide!*
With a range of dedicated courier services, we work closely with our courier partners so we can send your mirror and have it arrive in perfect condition. The size of your order and the fragility of the items dictate which courier service will be used. Some mirror sizes cant be shipped interstate due to the large dimensions.
Exclusions apply to semi-remote and remote areas, contact us for details if this applies to you.
Please note all couriers we utilise are an external company and are separate to Vanders Glass. We try to work with our couriers the best we can to ensure your mirror is safely delivered but once it leaves our warehouse we have no control over it from there. We will do our best to assist you with any enquiries you may have but ultimately the courier company does need to be contacted in most instances.
Local Geelong / Melbourne
Most Geelong and Melbourne orders Vanders Glass will personally deliver. In this event we will bring the mirror inside for you and place it where you would like it. The mirror will arrived unboxed for you. If you live in an apartment, Vanders Glass reserves the right to deliver the mirror to a foyer or ground floor lobby if carrying the item upstairs will be an OHS risk.
Interstate or courier service delivery:
We utilise a range of couriers to offer you the most efficient and cost effective shipping services.
Standard Delivery will usually occur Monday to Friday (8am to 6pm) but could occur outside of these hours during peak periods.
Couriers are not able to phone prior to delivery.
Unfortunately, we’re unable to provide a choice of delivery day or time for these types of deliveries.
To get an approximate delivery date please refer to the tracking number provided, and you can also call the courier’s office phone number for the most direct response.
For your convenience, you have the option to give authorisation to leave the item at the door.
Please note once the mirrors are picked up via the courier, we receive the same tracking information as you, therefore further questions regarding delivery are best answered by the courier.
Delivery is a fast and cost effective shipping method that delivers direct to your front door, mailbox, front entrance, foyer, reception or other ground floor parcel receiving location (sorry, the courier drivers cannot go up stairs or go past the front door).
Due to the security and liability restrictions of our couriers, we only offer curbside delivery and the customer is responsible for bringing any products into their home. We recommend that you have someone available to help you carry the items into your home, unpack and install your furniture.
Orders are usually dispatched within 1 – 4 business days of receiving full payment for the order during ordinary operating business times, exceptions may occur around busy periods such as Christmas and New Year.
If you wish to have your order collected by a third party carrier, you must notify us with the name of the Carrier Company and the pick-up time. Please note, if you choose this option, you will be solely reliable for loss or damage of any items within your order and Vanders Glass will not replace a lost or damaged item.
What’s next after you make an order?
Once you’ve placed an order online:
- You will receive an order confirmation email to confirm your order details. Please ensure that your delivery address and the items in the order are correct. If they are not correct, Vanders Glass is not liable for any lost or damaged items and there may be
- If you wish to make any changes before the order is dispatched, you can contact us at email@example.com.
- Changes to the order made after despatch may incur additional costs depending on the nature of change required.
- Please note some areas may incur an additional shipping fee, we will notify you if this is the case before your order is despatched for confirmation.
Once your order has been despatched:
- You will receive a notification email with your tracking details and a direct link to the carrier’s website to assist you in tracking your delivery
- Please allow 24 – 48 hours until tracking information are updated on the carrier’s website
- Delivery is estimated to take 1-7 business days after the order has shipped as per courier estimates. Please note delays can occur and rural / remote areas may take longer.
All delivery lead times are estimated and cover only the metropolitan areas. Major metropolitan areas include: Adelaide, Brisbane, Canberra, Darwin, Hobart, Melbourne, Perth and Sydney.
The customer must ensure that the correct delivery details (name, address, email, phone number) is entered at the checkout. For parcels that are un-deliverable and returned to Vanders Glass a re-dispatch fee will be charged for the parcel to be resent. Freight charges paid for the original dispatch are non-refundable.
The customer is responsible for the chosen delivery address. The customer is responsible for the typing of the address when placing an order, please keep in mind that this typing will be printed directly on to the delivery sticker. Vanders Glass is not liable for any spelling errors and this is the customer’s responsibility when ordering.
Vanders Glass will endeavour to deliver the goods to customers within the time period specified at the time of placing the order. However, Vanders Glass will not be liable to the customer or anyone else for any losses suffered or incurred due to a delay.
Vanders Glass reserves the right not to accept an order, or to cancel an order if it cannot supply the goods or deliver the goods to you.
All parcels delivered with ‘Authority To Leave’ given by the customer, Vanders Glass is not liable for the parcel once it has been left under these circumstances. The delivery driver will take a photo of the delivered parcel in the place it has been left as proof of delivery.
What time will my order be delivered?
Vanders Glass cannot advise the exact time when the order will be delivered and cannot make a call prior to delivery. Couriers usually deliver between 7am and 5 pm business days.
You can check the estimated delivery date and the latest status of your order using your tracking details provided in your shipping notification email.
Signature on Delivery
You can request:
- Authority to leave, the carrier will leave the item/s in a safe place on the premises if no one is home to accept it
- If you have not requested Authority to Leave, the carrier may leave a card at home for collection from a specified collection centre
Authority to leave is the most successful way for your mirror to arrive on time and on the first delivery attempt.
What happens if my delivery goes missing or is damaged?
In the case of any problems with your delivery, Vanders Glass will be in direct contact with the carrier to resolve the issue as quickly and with as little inconvenience to you as possible. We will make every effort to contact you and keep you informed of the progress of our investigation and where appropriate, deliver a replacement.
Damages / Returning items
On rare occasions as our products are fragile and contain glass items are can be damaged in transit. If an item arrives and the packaging or the item itself is clearly and significantly damaged, you must take photos or videos showing the damage and email us immediately within 24 hours of receiving the mirror.
The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that is in line with our warranty and returns policy and one that you’re happy with. For example we may arrange to:
- Suggest a self repair (with an offer of compensation to you)
- Arrange a repair by a local tradesperson in your area
- Offer a discount or refund
- Replace the product (subject to availability)
- Arrange for the product to be returned to us or our supplier
All damages must be reported to us in writing within 24 hours of receiving the goods. You must include photo evidence of the damages.
Please note: we reserve the right to not collect damaged goods. As the item contains broken glass, some couriers may not return the product due to OHS. We will in accordance with our terms and conditions replace damaged items. The customer agrees to be bound by these delivery conditions upon placement of order by any method.
If we require you to return the product to us and you are an interstate customer we will pay the cost of the return if the issue is deemed a defect. For the product to be returned we will require you to print off a shipping label and stick it on the original packaging and repackage the item.
If you are a local Geelong/Melbourne customer you can return the product to our warehouse at an arranged time or we will arrange a day/time for collection. Please note it is the customers responsibility to return an item or allow enough time for an item to be collected/returned by us in order for a refund or return to be processed.
Please note: we reserve the right to refuse cancellation/refund of any order if:
- Parts and accessories are missing
- Items are not adequately and securely packaged
- Upon inspection, the mirror was not damaged or defective.
You are under the duty to retain items and take reasonable care of them while in your possession.
If the product is required to be returned for repair, the item must be repackaged in its original packaging, reducing the risk of further damage to the product. Packing and returning the item in a manner that will not damage the product is the responsibility of the sender. Additional packaging material or replacement packaging material is not the responsibility of Vanders Glass.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your replacement product to reach you may vary.
Refunds will not exceed the overall value of the product under any circumstances, including installation time, damage, or additional costs incurred. Refunds will be issued in the same method of payment as the original payment; i.e. if a purchase was made with a credit card, a refund will be issued to the original account.