Shipping and Returns Policy
Shipping Information
Orders are usually shipped from our stores in Sydney within 2 working days.
We use a number of courier networks to ensure your parcel gets to you as soon as possible. Your order will be trackable with a unique tracking number emailed to you once your parcel has been collected from our store.
The cost of shipping is calculated based on the weight and size of your items, and their destination.
We ship Australia-wide.
FREE SHIPPING
We offer free shipping on most orders over $200 going to select metro areas.
Unfortunately we're not able to offer this on all of our products due to the size and weight of some of our pieces.
Free shipping does not apply to bulky items including furniture, some lamps and some rugs. Selected other items may also be excluded from the free shipping offer. In this case it will be noted in the product description.
These pieces will require a custom shipping quote.
We can arrange this for you prior to purchase or if you make a purchase without this quote a member of our team will be in touch as soon as possible.
Sale items are not eligible for free shipping.
If you have any questions about shipping please don't hesitate to get in touch.
Free shipping over $200 applies to Metro Sydney, Brisbane, Melbourne and Adelaide only.
Shipping Rates
Our shipping rates are calculated based on your address and the cubic weight of the products in your order.
Returns Policy
We hope you love everything you purchase from us, but we understand there are certain circumstances where you may want to return a product.
We are more than happy to offer a refund or exchange within 24 hours of purchase on most items.
Thereafter, we can exchange or give store credit up to 14 days after purchase.
The following conditions apply:
- Item must be unused and in its original packaging
- Provide tax invoice as proof of purchase
- All delivery fees are non-refundable
Change of mind
In Store Purchases
If you have changed your mind about your purchase, we will be pleased to offer you a refund or exchange within 24 hours of purchase (or receipt of your product if purchased online), provided that:
- You have provided satisfactory Proof of Purchase; and
- The item is in a saleable condition, with the original tags and labels still attached, the item is in its original packaging (if applicable), and the item is unused and as sold.
Online Purchases
Please contact us within 24 hours of receiving your parcel so that we can coordinate a return. We will be pleased to offer you an exchange, credit note or refund upon receipt your product provided that:
- You have provided satisfactory Proof of Purchase; and
- The item is in a saleable condition, with the original tags and labels still attached, the item is in its original packaging (if applicable), and the item is unused and as sold.
PLEASE NOTE Select items we sell are subject to special returns conditions, summarised below. Please carefully read the returns policy for the product you are wanting to return, as listed on its product page of our website or refer to your receipt of purchase from our store.
Next Day Returns Policy
Particular items cannot be returned more than 24 hours after purchase due to hygiene.
These items include but are not limited to:
- Soft furnishings including cushions, throws, sample rugs and baby items.
Non-Returnable Items
As a small, boutique business, we are very transparent with our returns policy. Please choose carefully as we do not offer exchange or refund on the following items unless the item is faulty:
- Bedding
- Towels
- Books
- Lamps
- Large artworks and mirrors
- Live plants
- Food
- Vintage products
- Made to order and custom made items
- Sale and discounted items
Returns on special order and furniture pieces will be offered a store credit only. Where a refund is required, a restocking fee of 20% will apply. All delivery fees are non-refundable.
Soft Furnishing Returns Policy (non-special order items)
Soft furnishings include cushions, pillows, textile doormats, soft toys, blankets, throws, rugs, and napery. This list is not exhaustive.
In-Store Purchases
We ask for soft furnishings to be returned to us the next day. If you can’t make it back within a day due to extenuating circumstances, please call us to let a member of staff know.
Online Purchases
For online orders, we know that a one-day turnaround is a big ask. So if you’ve changed your mind, or your item isn’t quite what you were looking for, please place your item back in the protective wrapping supplied, and get in touch with us within a day of receiving your order. Please email shop@pepperwhites.com.au with your order number and a member of our team will be in touch to coordinate a return. We will be pleased to offer you an exchange, credit note or refund upon receipt your product provided that:
- You have provided satisfactory Proof of Purchase; and
- The item is in a saleable condition, and the item is unused and as sold.
Special Order Returns
Please choose carefully.
Special order products are not able to be returned for an exchange or refund due to change of mind, or if they do not suit your home. We highly recommend taking extra care to check your measurements of both your home and the item you are ordering to avoid any disappointment. Returns on special order and furniture pieces will be offered a store credit only. Where a refund is required, a restocking fee will apply.
Furniture Returns
Please choose carefully.
We recommend that you carefully consider your measurements, and the style and colour of any furniture items before finalising your order with us. Any returns on furniture due to change of mind will attract a restocking fee of 20% of the price of each item. Any items to be returned must be in original, saleable condition. Please note: It is the responsibility of the customer to arrange safe delivery of the item back to our store within 14 days of purchase. Should a pickup be required, a charge will apply. Your original delivery fee will not be refunded. Made to order furniture is not able to returned, exchanged or refunded once the order is confirmed.
Faults and other queries
If you believe you have received a product with a fault, or it has been wrongly described, we’re here to help. Please contact us by emailing shop@pepperwhites.com.au with your order or receipt number, and a member of our team will get in touch with you directly. Where possible, please include a photograph of the item to help us resolve this for you as quickly as possible.
Proof of Purchase
All returns, refunds, exchanges or faulty products must be accompanied by any of the following Proof of Purchase:
• Original register receipt
• Online receipt
Consumer guarantees
As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased from Pepperwhites.
How to return items
You can return items in person to our stores in Wahroonga or Balmain NSW, or by post or courier. You will be responsible for paying for your own shipping costs for returning your item unless the item is faulty. If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
ONLINE RETURNS
1) Please email us at shop@pepperwhites.com.au outlining the items to be returned and the reason before returning any items. If item is damaged or faulty please include images if possible.
2) Once approved send items to:
Pepperwhites, 250 Darling Street Balmain NSW 2041.
Please include your Proof of Purchase with your goods.
3) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
NOTE: If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.