Shipping & Returns

• Shipping varies by item and is generally displayed on the product page.
• Some items have shipping included, this is also noted on the product page.
• We are happy to quote shipping separately for complex items or unusual locations, just ask.

• Stocked items are shipped within 2 business days. Please check stock prior to ordering if your order is urgent as we do not guarantee all items are in stock at all times.
• Custom orders times vary according to size. Allow 3 weeks for small orders or basins. Large and custom orders such as street furniture may be 8 – 12 weeks.

• 5 business days within Australia (TNT or Toll).
• 10 business days for shipping internationally from Australia (DHL Express).
• Delivery times are subject to the carriers’ processes and are beyond our control.

Yes, all consignments have a tracking number which we will give to you.

Yes, in most cases. Items under 40kg can be left in a safe place without a signature provided you give us advance permission to do so.

Yes. In the very unlikely event your item is lost or damaged in transit we will replace it.
This insurance is valid up to 24 hours after items have been delivered and signed for.

Please notify us within 24 hours if damage is visible on delivery. Your rights under the ACL are not limited by this timeframe.

• Basins: securely in 14mm custom cardboard boxed (7 to 14mm thick) and 40mm of foam padding all around.
• Larger items: in pest-treated, UN-approved timber crates suitable for international shipping.
• We pack with the same care we put into making, using robust custom crates and careful handling. So reliable that damage in transit is exceptionally rare, averaging only one piece every two years.
  
  

• Please take care when opening, avoid using sharp blades near the surface of your basin or vanity, as this may scratch or chip the concrete.
• Open the box or crate from the top and remove packaging materials gradually, checking as you go.
• Larger crates may require two people to open and safely lift items.
• Keep all original packaging until you are sure the item is in perfect condition and you do not wish to return it. This packaging is required for any returns.

• In addition to your rights under the Australian Consumer Law, we accept change-of-mind returns on vessel basins. If you’re not completely happy, you can return your basin for a refund, less a $50 shipping and handling fee (per basin). Return shipping is at your cost.
• To be eligible, the basin must be unused, show no signs of installation, and be returned in its original packaging.
  Please note: larger or custom/customised pieces cannot be returned for change of mind.
• If your item is faulty, damaged, unsafe, or does not match its description, you are entitled to a refund, repair, or replacement under the Australian Consumer Law. These rights apply regardless of our change-of-mind policy.

To begin a return, please contact our Australian team at with your order number and contact details.

We’ll guide you through the return process and provide the correct return address. Please do not ship items back without contacting us first, as we need to confirm eligibility and packing requirements.