We endeavour to dispatch all orders within 2 working days of the order being placed. Orders are dispatched on weekdays only (not including public holidays).
All items will be sent via registered postal courier. This is a tracked service and will require a signature upon delivery. You will be contacted by email after you place your order, with tracking details, enabling you to follow up if necessary.
To ensure that your item arrives safely and in perfect condition, we require proof of delivery for all orders. If you are not at the shipping address to accept delivery of your item, a representative will leave a card for you detailing instructions on where you can go to pick up your order from your nearest Australia Post outlet or courier depot.
If you track the order after receiving notification it is coming, you can redirect it or organise for it to be left in a safe place.
Items on back order may take a little longer to arrive, however these item(s) will be sent separately with no additional postage charges applied. You will be advised by email if your order or part of it is on back order.
In the unfortunate circumstance where an item is sold out, we will advise you promptly so you can consider an alternative item.
DELIVERY WITHIN AUSTRALIA
Australian customers should receive their order within 5-10 business days, depending on their location.
DELIVERY OUTSIDE AUSTRALIA
International customers should receive their order within 7-14 days, depending on their location. Please note that delays can occur during the shipping process, and these delays are beyond our control. On occasion, some shipments may take up to 3 weeks to arrive, depending on the amount of time it may take for an item to clear customs.
International delivery costs do not include possible taxes and duties which may be applied by customs in the country where the order originated. The responsibility for any customs duties, foreign taxes or other fees which may be imposed will rest with the customer. To comply with Australian export regulations, we are required to declare the exact value of all items ordered and to mark them as dutiable "merchandise". We are also prohibited by law from marking the order as a "gift", even if the order is placed with the intention of sending to a gift recipient. For further information, it may be necessary to call local customs offices to gain further details.
Goods mailed into New Zealand may be subject to import duty. Visit New Zealand Customs Service for further information. New Zealand customers will not be charged G.S.T by Spencer & Rutherford.
TRACKING YOUR ORDER
Once your online purchase is complete you will receive an email with your order confirmation/tax invoice. A separate email will be sent to you once your order has been dispatched advising tracking and delivery details. We will also provide you with a link and a consignment number that will allow you to track the status of your delivery at any time.
DO I NEED TO SIGN FOR MY ORDER?
To ensure that your item arrives safely and in perfect condition, we require proof of delivery for all orders, via signature. Please note Spencer & Rutherford accepts no responsibility for items lost or stolen if the customer has given authority to deliver the order without signature.
HOW ARE SHIPPING COSTS CALCULATED?
Within Australia: Shipping cost is calculated based on volumetric weight. You will be advised of the delivery cost as you complete the checkout process.
Outside Australia: Shipping cost is calculated based on mass weight. You will be notified of the delivery cost as you complete the checkout process.
DOES SPENCER & RUTHERFORD SHIP TO MULTIPLE ADDRESSES?
We are only able to deliver to one address per order. If you are purchasing a gift and just can’t help buying something for yourself too, we suggest that you place a separate order for each destination.
MY ITEM IS DAMAGED
If you receive your order and it is damaged, please contact us within 24 hours by calling us on +61 3 8609 6373 or email us at email@example.com and we will advise you of the return procedure. Your item must be returned in its original packaging, and will be replaced subject to availability.
MY DELIVERY IS NOT COMPLETE
If you receive your order and it is incomplete, it may be that the other item(s) are on back order. Please check the DELIVERY INFORMATION email you received to see if all item(s) have been sent.
MY DELIVERY HAS NOT ARRIVED
If your delivery has not arrived, please check the status of your delivery via the tracking number on the DELIVERY INFORMATION email. If you have not received the DELIVERY INFORMATION email, please call us on +61 3 8609 6373 or email us at firstname.lastname@example.org
Please make sure that the shipping address is correct as we're unable to redirect orders once they are on their way to you.
Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum.
Our delivery time starts from the moment an order is accepted and includes a 2 business day period where your items will be processed and dispatched by our warehouse. Please note: it may take longer for shipments to be processed and dispatched during our sale periods.