Your parcel will be delivered by ‘TNT Couriers’ within Australia and Australia Post International Express Courier for International orders during normal business hours.
Please ensure you enter the correct delivery address as parcels which are returned to us as undeliverable will incur a re-delivery fee. Freight charges paid for the original dispatch are not refundable.
Upon delivery, the goods must be signed for. If a signature cannot be obtained at the time of delivery, a calling card will be left informing you of how to have your parcel re-delivered during business hours.
Parcels will be held for the maximum hold time of 7 working days. However, should you not respond to their calling card, the parcel is returned to us as unclaimed and further freight charges will be payable for re-delivery. ‘Hotel Luxury Collection’ can only deliver to street addresses and business addresses, not Post Office Box addresses.
We are unable to redirect orders once items have been dispatched,so please ensure there is someone who can sign for your order at the specified address.
We take pride and care in the packing of all our orders; however occasionally an error will occur. Notification of faulty, damaged, incorrect or missing products must be received by our Customer Service Department within 48 hours of your parcel being signed for. Should your parcel contain a damaged or a faulty item please call 0418 440 328 or email email@example.com
DELIVERY OF MATTRESS and ENSEMBLES
All Goods are to be delivered through the “first point of egress” and no longer to room of choice (This is the first space within a customer’s home or apartment that they can close off to the public e.g.: Entry Hall, Garage, Patio).
There will be no affixing of casters/legs to the ensemble base, unpacking of product or removal of rubbish by the delivery team.
Should the product not be able to be delivered through the first point of egress, then an Authority To Leave (ATL) in a safe, suitably weather protected location can be authorised. This would be actioned due to either customer request or access restrictions. No Product will be left at the customers premises without prior consent.
Generally, the dispatch time from our warehouse is between 7 to 14 working days from receipt of your order. However, if you request changes to be made to your order after it’s been placed, your order may take a few extra days to leave our warehouse.
|Sydney Metro||1 to 2 working days|
|Regional NSW||2 to 3 working days|
|Melbourne Metro||1 working day|
|ACT||1 working day|
|Regional Victoria||2 to 3 working days|
|Brisbane||1 working day|
|Regional Qld||4 to 10 working days|
|Adelaide||1-2 working days|
|Regional SA||4 to 12 working days|
|Tasmania||3-4 working days|
|Perth||7-10 working days for Metro & 7-12 working days for out of area|
|Regional WA||7-12 working days|