Shipping policy

Supply and Delivery

Subject to you complying with these Terms and acceptance of your Order by EzSpace, EzSpace will sell and supply the products to you as shown on your Order confirmation.

Products may not be available for immediate delivery. EzSpace will endeavour to deliver your Order to you within 14 working days of the date you placed your Order for a small item, such as Kitchen bins. 

Items of furniture are generally not held in stock and will be required to be ordered or pre-ordered. You agree that your Order for any item of furniture may take up to eight (8) - sixteen (16) weeks to be delivered to you from the date you placed your Order. This timeframe is the average manufacturing lead time required by suppliers. EzSpace will contact you on or about the time we receive your Order to notify you of the indicative delivery date. 

Other than in respect of Orders for furniture, regional or remote areas, if EzSpace gives you notice that it will be unable to deliver your Order within 10 business days of receipt of your Order, due to lack of stock, you may cancel your Order, and EzSpace will arrange for a refund.

Delivery times may be greater than 14 business days for regional or remote areas for small/in-stock items and greater than 16 weeks for furniture.

Delivery times are estimates only and EzSpace does not guarantee delivery of products on or by any estimated delivery date. In no event shall EzSpace be liable to you for any costs, fees, penalties, or price reductions as a result of any failure to deliver products in accordance with any estimated delivery dates.

Delivery times are not guaranteed during the COVID-19 period or any events or accidents that happen out of the control of EzSpace. 

Delivery by Courier

The delivery address must be an address within Australia and cannot be a freight forwarding location. Deliveries cannot be made to PO Boxes.

If you wish to change the delivery date or delivery address, you must let our Customer Service Team know at least 72 hours prior to the dispatch of your Order. 

EzSpace will use its best endeavours to deliver your Order within any stated timeframe for dispatch, however, EzSpace does not warrant that these timeframes will always be met, as many factors may affect these timeframes.

You must advise at the time you place your Order via the website or later when you discuss delivery with EzSpace, of any difficulties that may be involved in the delivery (such as stairs or narrow entries). If you do not state the situation correctly and on arrival the delivery contractor deems it to be a difficult location, you will be liable for any extra charges including redelivery fees and the cost of an extra person to assist.

EzSpace cannot and will not accept responsibility for delivery failures or delays by our third-party delivery contractor.

Goods Damaged in Transit

When shipments leave EzSpace’s warehouse, they are in good condition or the courier will not accept them. You are liable for checking for evidence of damage or loss before signing for any shipment. You should not accept any shipment that has apparent damage until the courier notes and acknowledges such damage in writing.

You should keep the original packing materials in case there are any defects or damage that needs to be reported. You are responsible for filing all claims for damages directly with the courier. 

If any product ordered by you arrives damaged or is not of acceptable quality, you may have:

  • rights under the Refund Policy;
  • legal rights and remedies in Australia under the Competition and Consumer Act 2010 and other rights under other consumer laws applying in each Australian State and Territory; and/or
  • to have the product repaired or replaced or to receive a refund of the price paid by you for the product.

Please choose carefully as EzSpace will generally not provide you with a refund or exchange simply because you changed your mind or the product was not what you expected.

If an item arrives and the packaging or the item itself is clearly and significantly damaged, please take photos or video showing the damage, refuse to accept the delivery and contact the Customer Service Team. 

If you notice that an item is damaged after it has been delivered to you, please take photos or videos clearly showing the damage; photos of the whole damaged panel including the SKU ID must be included, and contact the Customer Service Team via email within 3 business days of receiving your delivery. Any damage reported after 3 business days will be at your own cost if a repair or replacement is needed. 

Once the damage has been fully assessed by EzSpace, we may offer a remedy. Please ensure that you respond to the remedy offer within 10 business days after receiving the offer via email. If no response is received after 10 business days, the offer will no longer be valid. 

The type of remedy we offer will depend upon the circumstances. For example, we may arrange to:

  • Suggest a self-repair (with an offer of compensation to you)
  • Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
  • Offer a partial or full store credit voucher or refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us 

Under the Australian Consumer Law (ACL), you may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The Faults and Warranties policy does not cover:

  • Normal wear and tear
  • Damage arising from improper assembly or modification
  • Damage arising from abnormal use or abuse
  • Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
  • Damage to external or product packaging only
  • Damage occurring during your own handling and transportation of goods
  • Insignificant minor variations in dimensions, colour, grain or finish
  • Insignificant minor imperfections or superficial blemishes
  • Standard production error as mentioned in this contract 

Lost consignment/Items

Consignment (your order) will be considered “Lost” where tracking information is inconclusive (45 business days waiting periods apply, counting starts after the estimated delivery date on your provided tracking) or a confirmation letter of lost article is received from the Courier.

Lost consignments will either be replaced with the same, equivalent or full refund may be offered (terms and conditions apply).

In the event that the courier locates your shipment and attempts to deliver it to you after the 45 business day period has passed, we would like to offer you the option of keeping the product for free.

The definition of “lost consignment” excludes consignments where an “Authority-to-Leave” card has been signed or deliveries re-directed by the receiver.

Lost item claims must be made within 7 business days of when goods should have been delivered.

    Wrong item delivered

    Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, please let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pickup and return of the incorrectly shipped item at no cost to you.

    Agreement to cooperate 

    You agree to act in good manners and cooperate with EzSpace whenever evidence is needed or requested during the return, refund, replacement or any other related processes. EzSpace will terminate our services to you immediately if any verbal, mental, or psychological abuse is used.