Shipping Policy:

- In stock decor orders will be dispatched within 2-3 business days and shipped with Australia Post.

- If you require express post, this can be arranged at an additional fee and the request must be made prior to placing your order. To do this, please email us at houseofsutton@outlook.com to discuss this option.

- Decor deliveries may take between 2-7 business days. COVID delays are to be expected. House of Sutton will not be held accountable for longer delivery times.

- All parcels with Australia Post come with tracking.

- The customer is responsible for ensuring there is adequate access and entry to the site to allow the delivery of products.  We suggest someone is present to accept your delivery during business hours.  If no one is available, authority to leave can be requested but House of Sutton is not liable for any loss.

- Carefully check all information upon checkout. House of Sutton will not be held accountable for any incorrect information given, resulting in the misdirection of your parcel. If this occurs, the customer will be liable for any and all charges for the redirection. 

- * Free shipping is applicable to all orders over $250 within Australia.  Furniture, large, bulky, heavy and fragile items are excluded from this offer, due to their size and fragility.  These items require extra care and packaging to protect them during transit. Please note, Free Shipping is not available when there is a sale on.

-Please read Terms and Conditions carefully.

Freight Charges:

- Freight for furniture will not be calculated at check out and will appear as FREE. A separate freight invoice will be emailed after the customer has placed an order.

- Before placing an order on furniture, a separate freight quote is advisable and can be provided to the customer via an email request to houseofsutton@outlook.com.  Please include your name, address and the items you would like to purchase. If an order is placed without a quote, a separate invoice will be emailed to the customer with the outstanding freight to be paid before the item will be shipped.  No refund will be given for change of mind after an item has been purchased.   

- Furniture leaves from a partner warehouse in QLD and decor from VIC so items will incur their own postage charges. 

Pre-Orders:

There are NO REFUNDS on pre-orders.  Pre orders are an ETA (Estimated time of arrival) and sometimes arrival may be earlier or later than ETA given.  Times are out of our hands and will be shipped at the earliest convenience once they arrive.

Backorders:

Backorder furniture pieces may be ordered and a lead time estimate is given.  Backorder dates and lead times estimates however are subject to change.  High demand, production delays, and port congestion are the most common reasons for changes in backorder lead times and dates.  An approximate backorder date will be given (generally 8-12 weeks or more), customers will be notified if the manufacturer's current ETA is longer.  Once you place your order, the order will be non-refundable, regardless of any further delays. 

It is advisable that you contact us via email to houseofsutton@outlook.com to get lead times before placing an order.

Refunds:

- We do not offer returns, refunds or exchanges for change of mind, so please choose carefully.

- There are no returns, refunds or exchanges on sale items so please choose carefully. 

- If we are unable to fulfil an order due to an item being out of stock after you have placed an order, we will advise you, cancel your order and provide you with a full refund.

Faulty Items:

- Before leaving our store, all products are carefully checked and packaged securely.  However, if you find your item is faulty, please contact us within 48hrs of receipt of the item(s).  Do this via sending an email to houseofsutton@outlook.com along with a photograph of the damage, your name and order number.  Once the item is returned to us in original packaging at customers expense, once assessed, we will contact you and arrange a replacement/refund if approved.

Damaged Items from Shipping:

- Once the package/parcel leaves us and is collected via a courier, it is then their responsibility on how it is handled.  We ensure that packages are well packed for handling, but in the case where an item arrives damaged (in transit) then you will need to contact us within 24hrs of receiving the item.  We can assist in helping lodge a claim and providing information on what is required to open an investigation/claim with the courier.  Photos of damage(s) and packaging along with your order number, must be emailed to us to help open an investigation/claim with the courier.  If we do not receive the photos of any damage(s) caused during transit within 24hrs of receiving delivery, no insurance claim can be made.  If a claim is rejected from a courier, House of Sutton is not liable for loss or damages caused by couriers.

Changes to Policy

- We reserve the right to update the Terms and Conditions at any time.

Further Questions:

- Please note that many of the items available at House of Sutton are hand-crafted, so variations and slight imperfections are beautiful characteristics of these items.

- If you have any questions or enquiries about a product, please feel free to contact us via houseofsutton@outlook.com, we are here to help and make sure your shopping experience with us is the best it can be.