Shipping policy

Shipping Policy

HOME OR BUSINESS DELIVERY

Definition of a Business (Commercial) for B2B Shipping

For our Business-to-Business (B2B) shipping policy, a "business" is defined as a legally registered entity engaged in commercial, industrial, or professional activities. This includes, but is not limited to:

Registered Companies: Corporations, partnerships, or sole proprietorships with a valid business registration number (e.g., ABN, EIN, VAT number, or equivalent).
Commercial Operations: Entities such as retail stores, warehouses, factories, offices, or service providers operating from commercial premises.
Non-Profit Organizations: Registered non-profits or charities with verifiable documentation, where applicable.
Freelancers or Contractors: Individuals operating as registered businesses with a valid business ID, conducting commercial activities.

What a Business Looks Like

A qualifying business typically operates from a commercial address, which may include:

A retail storefront, office, or industrial facility.
A warehouse, distribution center, or manufacturing plant.
A professional service location, such as a law firm, medical practice, or consultancy office.
A registered business address distinct from a residential property, even if used by a home-based business, with proper documentation.
Usually, there is a loading zone nearby or inside the delivery site.

Businesses must provide verifiable documentation (e.g., business registration, tax ID, or commercial lease agreement) to confirm eligibility for B2B shipping rates. Deliveries will be made to the commercial address associated with the registered business.

IF YOUR COMMERCIAL ADDRESS TURNS OUT TO BE A RESIDENTIAL ADDRESS, EXTRA FEES WILL APPLY FROM THE COURIER FOR EXTRA HANDLING.

For further clarification or to verify eligibility, please visit this link, where you can send us an enquiry. Contact Information – Venice Street Living.

B2C Shipping

Our Business-to-Consumer (B2C) shipping option is designed for individual customers purchasing goods for personal use. This service delivers directly to residential addresses or designated pickup points, such as depots, for consumer convenience.

Eligibility for B2C Shipping

To qualify for B2C shipping, customers must meet the following criteria:

Individual Consumers: The customer must be an individual purchasing goods for personal, non-commercial use.
Residential or Depot Delivery: Shipments can be delivered to a residential address provided by the customer or to a designated depot for pickup, as outlined in our depot delivery policy.
No Business Registration Required: Unlike B2B shipping, B2C shipping does not require business registration or verification.
Site Accessibility: This service assumes reasonable and safe access to the site is available. Overhanging trees, steep driveways, unsealed driveways, narrow driveways, narrow streets, or an unforeseen obstruction may deem the delivery unavailable. It is the customers responsibility to verify site accessibility with VENICE STREET LIVING before the job booking.
Leave Safe No Signature: In utilising this service, the customer is acknowledging the carrier's right to leave the goods at their delivery site (Leave Safe) without obtaining a POD signature for items up to 20kg-35kg (depending on carrier – Where the item is left will be at the discretion of the driver. Items over 35kg will require a signature.
Delivery Times: This is a general freight service, which means delivery will generally take place between Mon and Fri, 8 am – 5 pm. If the receiver is not present and it is not possible to leave the goods, some carriers may leave a card to let you know that the delivery driver was here. A card will be left on-site advising the receiver of their options. This might include collecting the item from the nearest depot or arranging a redelivery (a redelivery fee may be charged to you).
For customers with Freight Warranty, your freight is covered whilst in transit for loss or damage. If your consignment is lost or damaged after confirmation of Leave Safe ("Driver POD"), then your freight warranty coverage is void.

What B2C Shipping Looks Like

B2C deliveries are typically made to:

Residential Addresses: Homes, apartments, or other personal residences where the customer resides.
Depot Locations: Designated pickup points for customers opting for depot delivery, which may be more cost-effective, especially in rural or remote areas (see our Depot Delivery Information for details).
Alternative Recipients: Deliveries can be arranged for a neighbor, concierge, or safe drop-off location at the residential address, subject to our delivery terms.

B2C shipping rates are calculated based on the delivery address, order size, and selected shipping method. For more information on rates or to arrange a delivery, please contact our customer service team at [insert contact information] or visit [insert website link, e.g., https://x.ai/contact].

ORDER PROCESSING

Please allow 24-48 hours to process your order. Expect an email within 48 hours to let you know your order is on the way.

If we are having difficulties with shipping your products, we will contact you directly by phone or email.

STORE PICKUP

Depending on the product you buy, you can organise a courier to pick up your order or come yourself. The pickup address will be supplied to you once your products are ready for pickup.

Our shop address is: 2457 Gold Coast Highway, Mermaid Beach, QLD 4218

Our Warehouse Address is: 14 Enterprise St, Molendinar, QLD 4214

DEPOT DELIVERY & PICKUP

Depot deliveries offer a cost-effective shipping solution for customers in rural areas or small coastal towns. By opting for depot delivery, customers can significantly reduce shipping costs, often paying half or less compared to residential delivery rates.

When selecting depot delivery, it is the customer's responsibility to coordinate with the depot to arrange pickup of the goods. Upon choosing this option, we will provide the depot's address for collection. Alternatively, customers may arrange for a courier to pick up the goods on their behalf.

Please note that depot locations vary depending on your area. Some depots may be nearby, while others could be up to 100 km away, depending on your specific circumstances.

LOCAL DELIVERY

During checkout, enter your address and choose the shipping option. Click the "Continue to shipping" button. Local delivery is available for addresses within 30 minutes of our shop. If the local delivery option does not show up during checkout, your order is not eligible for local delivery.

On some rare occasions, local deliveries can be sent out on the same day if the order is made before 12 pm, although some products may require a day or two to organize. Orders placed outside of these hours will be delivered the next day we are open.
When your order is ready for delivery, you will receive an email with real-time tracking information.

AusPost & COURIERS

Fast Dispatch Orders are typically processed and shipped within 1-2 business days.
Postponed Delivery – If you need a delayed shipment, contact us before placing your order.
Address Changes – Once an order is processed, shipping details cannot be changed.
Delivery Access – Standard and express deliveries are made to the ground floor only (stairs not included). Special delivery requests require prior contact.
Tracking & Estimated Delivery Time – If tracking applies, check the courier's website. Deliveries typically take 10-12 business days, but timing may vary. Contact us for ETA updates after the standard transit time has passed.
Courier Schedule – Deliveries are made Monday–Friday during business hours. In rare cases, couriers may deliver on weekends at their discretion.

If you have concerns about your shipping address, contact us before placing your order. If your address is undeliverable, we will notify you.

SHIPPING RATES & INFORMATION

Additional Shipping Fees

Remote & Regional Areas – Some locations may incur extra delivery costs or may not be covered by our couriers.
Special Delivery Requests – Fees may apply for two-person delivery, multi-level buildings, and deliveries involving stairs or lifts. Contact us before ordering.
Failed Deliveries – We do not cover redirection or additional delivery costs caused by incorrect, incomplete, or inaccessible addresses.

If your order’s shipping fee covers your location, we will proceed with dispatch. If additional costs apply, we may request payment or offer a full refund if cancellation is necessary.

Shipping Information Requirements

Mobile Number & Email – Ensure your contact details are correct; couriers may need them for delivery confirmation.
Complete Address – Include unit numbers, PO Boxes, or other details for a smooth delivery process.
Business Addresses – Must be open during standard courier business hours.
Authority to Leave (ATL) – If you'd like to authorize contactless delivery, include instructions in your shipping details at checkout.

Large Item Orders

Street Address Required – Orders for large items cannot be delivered to Parcel Lockers, PO Boxes, or Mail Centres.
Unloading Assistance – You may need to help unload and carry large items upon delivery.

RETURNS & EXCHANGES

Returns & Refunds

Change of Mind Returns – Items can be returned for a refund or replacement within 30 days of purchase.
After 30 Days – Change-of-mind returns are not accepted for used products.
Warranty Claims – If a product issue arises within the warranty period, we provide after-sales support.

If 30 days have passed, please note we do not accept change of mind returns of used products for full refunds or order cancellations. If a product issue is notified within the applicable warranty period, we can provide after-sales service.

If you have any further questions, please don't hesitate to contact us at julian@venicestreetliving.com.au.

Damaged On Delivery

In the event that your order arrives damaged in any way, please email us as soon as possible at julian@venicestreetliving.com.au with your order number and a photo of the item’s condition. We address these on a case-by-case basis, but we will try our best to work towards a satisfactory solution.

Most of our deliveries are done by Australia Post. All our pots over $100 come standard with an extra cover. If the product is delivered damaged you must return it to your nearest Australia Post Office, and they will make an assessment on the damage and package. This can take more than a week and is out of our hands. We will not refund you!