Shipping policy

Delivery

Delivery Fees: Delivery fees and times vary for different products and are calculated based on the size and weight of your order 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 to the delivery address or delivery time after placing an order may incur additional charges, which we reserve the right to request to add to your original delivery charge. Delivery estimates calculated at checkout are based on delivery to the front door of the ground floor. Approval for requests to have items delivered past this point must be requested prior to an order being placed. This is a request and cannot be guaranteed. The request is based on courier availability and payment of this service.

PLEASE NOTE - shipping prices for regional, WA, TAS & NT are an estimate only. Please contact us for shipping quote for delivery to these areas. hello@thedens.com.au

Delivery time: Each product listing includes the estimated dispatch time frame for that product. Typically, items listed on the website will be dispatched from our warehouse within 3 to 4 business days. In some cases, the estimated dispatch time frame will be longer, for example where items are made to order. From time to time the delivery of specific items will exceed our usual stated delivery window for reasons outside our control. We work hard to process all orders as quickly as possible and we will send you an email to let you know when your item has been dispatched by us or if we anticipate delays.

Risk in the products passes to you on commencement of delivery. We do not accept liability for any loss, theft, or damage to the products after delivery.

There is no insurance on the shipping of our products. If you wish to add insurance to the shipping please contact us for a quote prior to completing your order.

Delivery methods & locations: We work with a number of delivery partners and courier companies in order to deliver nationwide; in some cases, this may be handed to a third party to ensure remote areas can be accommodated. 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.

For larger high-value items, we may be able to offer an alternative delivery service, however, this is not available for all items and all areas. Our customer care team can confirm if this is available to your order and area, applicable fees and charges will apply for this service.

We cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the items we sell. Most of our goods are delivered by courier or specialist furniture carrier directly to your door and may require a signature upon delivery.

Our delivery partner may leave a card at the address and you will need to pick up the delivery from an Australia Post outlet or contact the courier company to arrange for redelivery.

We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and also areas that are inaccessible with the standard courier and delivery services. In this case, you may choose to have an item delivered using your own couriers, in which case all insurance for loss or damage to the order caused by the delivery will be your responsibility.

You agree to pay any shipping and handling charges presented to you at the time you make a purchase.

We deliver most products Australia-wide. In some cases, we will only be able to deliver products in metropolitan areas. This information will be shown on the product listing. We are not able to accept orders for international delivery at this time.

In the majority of cases we will supply you with tracking for your order. Please use this tracking number to identify where your item is.

Delivery failure: It is important that you verify your information is correct before placing your order, especially your delivery address. If the address provided is incorrect and the package is returned, you will be billed for the additional shipping charges in order for your delivery to reach you. You agree to this by placing an order with us, we reserve the right to pass on applicable charges to you if you provide the wrong address information. We also require a contact phone number, which may be used by the courier to arrange delivery. If we and our delivery partner have been unable to deliver your order due to your error or fault after 21 days or 2 attempts (whichever is sooner), we reserve the right to cancel your order. In these circumstances, we will refund you the price of your order, less the delivery and handling fees incurred by us.

If you are not home to receive a delivery and you have not authorised to leave the package at the door, a card may be left with details to organise an alternative delivery day with our delivery partner.

To ensure your missed delivery gets to you as quickly as possible, our delivery partner will utilise our evening delivery option for your alternative delivery.

Contact Us

Where you have any questions or concerns relating to your order, please immediately contact our  Customer Priority Team you can also track your order HERE