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Shipping & Returns

Shipping - Australian Customers

Shipping charges for all Australian orders are a flat rate of $14.90 plus GST. However, for orders weighing under 1kg, Silverstone will at its discretion charge a relevant fee. Once your order reaches $300 (before GST and postage) in value, all shipping charges are waived.

These shipping charges are uniform Australia-wide and in many cases represent only a fraction of the actual freight charge.

All parcels shipped via Australia Post will have a red "Do Not Safe Drop" sticker placed on the label unless otherwise requested by you.  If you prefer to have your parcel left at your front door, or left in a specific place by the Australia Post contractor - please let us know in the comments box on the postage page.  Silverstone will not be responsible for your parcel if you have requested that it not be safe dropped.

In order to make your shopping as easy as possible on checkout page, you will be required to nominate a method of payment, i.e., account holders, direct deposit, credit card (which will be processed offline) or cheque payment. At present we do not offer PayPal but will look at this option if we receive the demand. Goods will be shipped by Australia Post but in some cases we may use, at our discretion, Fastway Couriers. For Direct Deposit customers, goods will be sent as soon as funds are received into our account and have been cleared. For account customers - shipment will not take effect until all past due accounts are paid up to date.

FOR ALL PAYMENT OPTIONS AND BANK DETAILS PLEASE CLICK HERE

Shipping - International Orders

As our shopping cart is set up for Australian GST, we suggest you email us at incense@bigpond.net.au to request an International Catalogue/price list. The only method of payment for your order will be Telegraphic Transfer or Paypal and your shipping charges will be calculated offline.  If you opt to pay with Paypal we will draw up a Paypal invoice and forward it to your email address.  We will email you with the total of your order including shipping charges. All International orders will be forwarded via Australia Post using Express Post International. Please visit http://www1.auspost.com.au/international/ for rates to your country.

Please Be Aware and check with your Government Authorities before ordering products such as smudge sticks, resins and herbs from us. Some countries have stringent LAWS on importing these goods. Silverstone will not be held responsible if authorities in your country seizes goods ordered by you from us.

Returns (Australian customers only)

If you are dissatisfied with an item, you can return it for a full refund. The item must be returned to us, at your expense, within five days of receipt and in excellent saleable condition. If the returned item is damaged because of poor packing we reserve the right to refund a reasonable amount at our discretion. Please note that if goods are being returned to us, we will only credit return delivery to your account if delivery costs are reasonable and not excessive - it is up to you to repack the goods to be returned to us in a properly sized box for the goods and not an oversized box. Australia Post and Couriers charge per cubic measurement and not dead weight. Please contact us if you have any queries about repacking goods.

Returns will not be accepted on International Orders.

Cancellations

You have the right to cancel an order at anytime before shipment. Any such cancellations need to be received by us via email, from which we will immediately refund you if payment has been processed, minus a 3% surcharge if credit card transaction. However, please note that we generally ship out goods same day as order received.

Damages

If your goods have been delivered and are defective or damaged, we ask you provide written notice of the defect or damage together with a digital photograph within seven days of receiving the goods. The written notice must be in the form of an e-mail and sent to incense@bigpond.net.au. In the email, include the following details;

Order No.
Name
Address
Goods ordered
Problem(s) with goods
Proposed solution (i.e) Replacement

Damaged items will then need to be returned to us. Once received, we will then credit your return delivery cost and make every effort to replace the damaged goods. In the unlikely event that we can not replace the goods, we will offer a full refund or credit your account. Please note that if goods are being returned to us, we will only credit return delivery to your account if delivery costs are reasonable and not excessive - it is up to you to repack the goods to be returned to us in a properly sized box for the goods and not an oversized box. Australia Post and Couriers charge per cubic measurement and not dead weight. Please contact us if you have any queries about repacking goods.

Delivery

Normal delivery times are: NSW 1-3 days, Victoria and South to Mid Queensland 3-5 days, South Australia 4-5 days, North Queensland and Tasminia 4-7 days, WA and NT 5-7 days. International varies - please send email and we will estimate delivery time for you. In relation to Express Post - please note that Silverstone Incense Traders are in a NSW country area and Australia Post will give no guarantee of parcels being delivered "next day". Our experience indicates that most "Express" parcels we send will be delivered in a similar time frame as Regular Post parcels. Some areas of the Gold Coast, Brisbane, and lower north coast areas of NSW will generally take overnight.

Out Of Stock Items

Whilst we make every effort to carry ample stock of all products at all times, it is sometimes impossible to predict demand which can at times lead to items being out of stock for a short period of time. Most items are usually on order from the distributor and stocks are generally replenished daily. So in these rare circumstances we will endeavour to despatch your order in under two days from the date of purchase. If we are out of stock of an item and you have made payment for that item a credit will be generated towards your account.

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