Shipping & Delivery Policy
Effective date: 4 August 2026
- Delivery area
We deliver wholesale orders within Australia only. We do not currently accept or deliver international orders.
- Freight charges
Freight is not included in website prices or the $250 minimum order value. After you submit an order request, we will review the order, calculate freight and email your final tax invoice showing the goods, GST and freight charges.
Freight depends on the size, weight, destination, carrier requirements and any special handling needed. We may contact you before acceptance if the order requires pallet delivery, multiple consignments or another delivery arrangement.
- Dispatch
Orders are dispatched after acceptance and in accordance with the payment requirements shown on the invoice. Standard orders are dispatched after cleared payment is received. Orders supplied on separately approved trade credit terms may be dispatched before payment, provided the customer remains within its approved credit limit and has no overdue invoices.
We aim to dispatch orders as soon as reasonably practicable. Any dispatch or delivery timeframe we provide is an estimate unless we expressly agree otherwise in writing.
- Handmade-to-order products
Many of our Australian handmade suncatchers are made to order. Orders containing handmade products, particularly large orders or orders with multiple designs and colour variations, may require additional production time before dispatch.
We will advise you of the estimated production and dispatch timeframe after reviewing your order. If the expected timeframe changes significantly, we will contact you as soon as reasonably possible. Any estimated delivery timeframe begins once the order has been dispatched and does not include production time.
- Carriers and tracking
We select a suitable postal, courier or freight service based on the order and destination. Tracking or consignment details will be provided where available.
The carrier may contact you directly to arrange delivery. You are responsible for ensuring someone is available to receive the goods unless authority to leave has been requested and accepted.
- Delivery addresses
You must provide a complete and accurate delivery address, contact name and telephone number. Please check these details before submitting an order and notify us promptly of any change.
If an order has already been dispatched, an address change may not be possible. You are responsible for reasonable redelivery, redirection or return-to-sender charges caused by an incorrect or incomplete address supplied by you.
- Authority to leave
A carrier may leave an order unattended only where you have requested authority to leave and the carrier accepts that instruction.
By requesting authority to leave, you acknowledge that the parcel may be left without a signature at the nominated address. Risk passes when the carrier records the goods as delivered at that address, to the extent permitted by law. We and the carrier may decline an authority-to-leave request where the location is considered unsafe or unsuitable.
- Regional, remote and special deliveries
Regional, remote, residential, limited-access and bulky deliveries may attract additional charges or take longer. If a delivery requires special access, a tail-lift, appointment, pallet handling or another service, please tell us before the order is accepted.
- Delays
Delivery timeframes are estimates and may be affected by carrier delays, weather, peak periods, road closures and other events outside our reasonable control. We will provide available information and reasonable assistance if a delivery is delayed, but we are not responsible for delay-related loss to the extent permitted by law.
- Lost or returned consignments
If tracking indicates an unusual delay or a consignment may be lost, contact us so we can lodge an enquiry with the carrier. Carrier investigations and timeframes vary.
If a consignment is returned because delivery was refused, no one was available, the address was incorrect, or it was not collected, we may charge the reasonable cost of return and redelivery before sending it again, unless the return resulted from our error or a carrier issue for which you are not responsible.
- Transit damage, shortages and incorrect goods
Inspect the delivery promptly. Visible transit damage, missing goods and incorrect goods must be reported within 5 business days of delivery in accordance with our Returns, Faults & Claims Policy.
Keep the goods, outer carton, internal packaging and shipping label until the claim has been assessed. Photographs may be required for a carrier claim.
- Contact
For shipping questions or delivery problems, email sales@glassandcrystals.com.au and include your business name and invoice or order number.
