Orders are generally dispatched from our warehouse located in Victoria the next working day after full payment is received.
Clever House ships mainly with 2 couriers – Australia Post and Couriers Please, to provide the best delivery option for you with the most reasonable price and quickest service.
Couriers other than Australia Post do not deliver to the post office (P.O. box, Parcel Locker and Parcel Collect addresses). If you have provided us with an undeliverable address or other incorrect information, your parcel will not be dispatched until you have updated us with the accurate information.
Pick-up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all orders efficiently.
TRACK YOUR PARCEL
Once your order has been dispatched, you will be provided with tracking details for tracking your parcel through the following websites:
Australia Post
Couriers Please
DELIVERY TIME FRAME
The estimated standard delivery time frames are:
For customers in VIC, approximately 3-5 business days
For customers in NSW, SA and ACT, approximately 4-6 business days
For customers in QLD, NT, WA and TAS, approximately 7 business days
These time frames are for reference only. Delivery may take longer than expected due to various reasons, such as peak sale promotion and holiday periods. If you do not receive your item within 10 business days, please contact our customer service team.
PLEASE NOTE:
Delivery time only starts after customers’ payments have been cleared, and the order has been dispatched from our warehouse (usually 1 business day after receipt of cleared payment).
We are unable to guarantee delivery on any specific dates or times, as our delivery partners would also be unable to guarantee such deliveries.
UNDELIVERABLE PACKAGES
In the unlikely event that your parcel is returned to us, our customer service team will contact you via email.
INACCURATE ADDRESS
Most undelivered parcels cannot be delivered due to the incorrect address being provided to us. Therefore, please check your address carefully when placing your order. A re-delivery fee will be charged if the parcel is re-sent to you. Depending on circumstances, the customer may need to bear the cost.
UNSUCCESSFUL DELIVERY ATTEMPT
If no one is home to receive the delivery, the courier will leave a missed delivery or calling card with further details on how to get your parcel. When the courier is Australia Post, the parcel will be sent to a nearby post office from where you must collect it within 10 business days. With other couriers, you may be able to arrange re-delivery or pick-up at a depot or collection point. Re-delivery may require a fee.
REJECTED BY RECEIVER
If your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if the parcel must be re-sent.
Return and Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return
To be eligible for a return, your item must be in the same condition that you received it, unused, sealed in its original packaging. You’ll also need the receipt or proof of purchase.
If your return is accepted, we'll provide instructions on how and where to send your package at your own cost. Items sent back to us without first requesting a return will not be accepted.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
REFUND
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
