Shipping, Returns & Exchanges

Shipping policy

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Free Shipping on orders over $300 AUD. This does not apply to bulky items such as Sundial Umbrellas, Go Large Umbrellas and bases over 20kg.

Free shipping does not apply for order for Western Australia. Rates will be calculated in the checkout cart.

For International Orders, rates will be calculated in the checkout cart.

Please allow up to 3 business days to process and dispatch your order, and allow a further 5 working days for delivery, from your date of purchase.

Please note: some deliveries are delayed due to the current covid outbreak affecting freight depots in Sydney. Please allow extra time for delivery, and check your order tracking information for updated estimated delivery times.

During peak times, such as the Holiday period, things may take a little longer than usual to get to you. Be assured that we are working our hardest to get your order out to you as soon as possible.

Please allow up to 7 – 10 business days to be delivered from your date of purchase. All orders will be dispatched within 3 working days. Estimated delivery times are to be used as a guide only and start from the date of dispatch.

Please note: some deliveries are delayed due to the current covid outbreak affecting freight depots in Sydney. Please allow extra time for delivery, and check your order tracking information for updated estimated delivery times.

During peak times, such as the Holiday period, things may take a little longer than usual to get to you. Be assured that we are working our hardest to get your order out to you as soon as possible.

Depending on the country the order is shipped to, you may be responsible for a customs import duty or taxes charged on the value of your order. If you require further information about your country’s taxes and duties, please contact your local customs or other relevant authorities directly. Please note that, to comply with Australian export regulations, we will declare the exact value of all items ordered and mark them as dutiable merchandise. Basil Bangs is not responsible for any delays caused by destination customs clearance processes.

When ordering from www.basilbangs.com, you are the importer and must comply with all laws and regulations of the destination country. You authorise us to designate a carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise and advance (on your behalf) any duties and taxes owed by you.

If you have any questions about your order please don’t hesitate to contact our customer service team here with your name and order number.

All orders will leave our warehouse within 3 working days of being placed.

Delivery timeframes vary, depending on where you are. Most orders to metropolitan areas will arrive within 2 working days, while regional and remote areas will take longer.

You will receive an email with tracking information as soon as it's left our warehouse, for you to see its progress to your door.

Please note, while we do our very best to deliver your order as soon as possible, these delivery timeframes are an estimate only. On a rare occasion, your order may arrive outside of the estimated timeframe.

Pre-order items will be processed like a normal order but shipped at a later date.

The estimated delivery date will be provided to you on the product page and yuou will also receive a confirmation once your order has been shipped. 

For orders that contain an in-stock item/s your order will be shipped separately so you receive your in-stock item/s straight away (no additional postage charges will be incurred).

Unfortunately we cannot deliver to a PO Box. If you do not have an alternative please contact us and we will find another way!

Please note, some bulky or heavy items, like our Bases or cushion inserts, cannot be shipped in larger quantities under our flat rate shipping charge. We’ll get in touch to provide accurate shipping quotes on a case-by-case basis if need be.

All orders will be shipped with an ‘authority to leave’ unless we receive your instructions otherwise.

Please note, once delivered, we are not liable for any lost orders. Our freight companies deliver between 9am and 5am, Monday to Friday (except Public Holidays).

Some bulky or heavy items, like our Bases or cushion inserts, cannot be shipped under our Free Shipping offer.

We’ll get in touch to provide accurate shipping quotes on a case-by-case basis, as need be.

Returns and exchanges

We make our best efforts to provide you with the best designs and products, however we understand that from time to time you may not be pleased with the product you have purchased and in some instances you will need to return it. To streamline the process, returns must be pre-authorised, and pending inspection the product will be repaired, or a refund, credit or exchange will be issued to you at the discretion of Basil Bangs. In all cases, our best efforts will be made to repair your beloved product first and foremost.

Basil Bangs does not accept returns based on change of mind. Returns are accepted for genuine faults to Basil Bangs products and these returns must take place within 14 days of receiving the goods. 

All our items are covered by a 12month manufacturers warrantly.

If you’d like to know about our Manufacturers Warranty, you can read it here.

Exchanges or returns will not be accepted unless deemed faulty by Basil Bangs.

For products that are deemed faulty on purchase, refunds, credits or exchanges will not be accepted after 14 days from the date of purchase.

We encourage you to open and inspect your product as soon as you get it, and be in touch straight away if there are any issues.

In all cases, we will try to repair the issue before replacing the product. If a replacement is not possible then a credit or refund may be issued, at the discretion of Basil Bangs.

All returns must be accompanied by an invoice and shipping costs incurred will be covered by Basil Bangs should the product be deemed flawed/faulty. 

All claims, refunds, returns or exchanges for items purchased through a retail outlet other than www.basilbangs.com must be handled by the original location of purchase.

If you have any questions about our returns policy, or wish to obtain a return authorisation, please email our customer service team here.

Please note: All refunds, returns or exchanges for items purchased through a retail outlet other than www.basilbangs.com must be handled by the original location of purchase.

For further information, please refer to our Terms and Conditions of Sale here.

If you think it is faulty, please email our team with your order number, a brief description of the issue and some photos or a video.

From there, we will assess it and come back to you.

Please allow 7 days for us to get back to you.

If your order is faulty and covered under warranty, we will organise to get it back using our freight forwarders and send you the relevant paperwork.

We understand that sometimes you might not love the gift you have received and would prefer to swap it for something else more suitable. We are always happy to discuss product exchange wherever possible and reasonable, at the discretion of Basil Bangs.

Please note: Purchases of Sale items are final sale, and to qualify for an exchange through us, the item must have been purchased directly from BasilBangs.com.