FAQ - Delivery & Lead Times, Returns Process

FAQ - Delivery & Lead Times, Returns Process | MR AND MRS DESIGNER

Customer Care

MR AND MRS DESIGNER delivers your orders from our own warehouses and partner warehouses globally. Not all of our products are available for immediate delivery and may be subject to the lead times as indicated on the checkout page.

MR AND MRS DESIGNER delivers your orders from our own Melbourne warehouse and partner warehouses around the country. Not all of our products are available for immediate delivery and may be subject to the lead times as indicated on the product page.

As soon as you place an order with MR AND MRS DESIGNER you will receive an email confirmation. Once the order has been processed, you will receive another email confirming dispatch as well as the relevant details for tracking your delivery.

Within Australia

Depending on your location, Australian deliveries will be within five (5) to ten (10) business days for items in stock. Delivery to remote Australian areas may take longer but our aim is to deliver your order as quickly as possible.

Products with a lead time will take longer and your order will be dispatched either separately or altogether. Please note our lead times are indicative only.

International

MR AND MRS DESIGNER does ship internationally. Shipping options and rates to your international destinations are also available at the checkout. As international shipping times vary between services and destinations, please contact us so that we may provide you with more information.

Some international orders are subject to local import tax which will be billed to you upon arrival in your country.

Small, Medium, Large or Oversized Orders will be delivered via Post or Courier and costs will be calculated based on weight and distance in the checkout. Please note for delivery of large items to remote areas, we may be required to obtain a quote separately, and a customer service member will contact you directly.

Please note that a signature will be required upon delivery at the nominated address. Delivery will usually occur between 9:00 am and 5:00 pm Monday - Friday and we are unable provide an exact time or call prior to delivery.

If an exact time or call is required prior to delivery, we recommend making a note at checkout.

Please make sure that the shipping address is correct as we're unable to redirect orders once they are on their way to you. The delivery address must be an address within Australia and cannot be a PO Box or Freight Forwarding Location.

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.

MR AND MRS DESIGNER will cover the insurance of your purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by MR AND MRS DESIGNER and transfer of responsibility in the same way.

Please choose carefully as refunds are not provided for change of mind or incorrect selection. All orders for clearance and sale items are final. We recommend you carefully preview any orders before proceeding with your order. If you make an error please contact our customer service team immediately for assistance at care@mrandmrsdesigner.com.au

At MR AND MRS DESIGNER we want our customers to be completely satisfied with their purchase.

We therefore recommend you read our Cancellation & Returns Policy prior to you making a purchase from MR AND MRS DESIGNER, so you are familiar with our policy on refunds, returns and repairs and your rights under Law. This policy should be read in conjunction with our Sales Terms which are found on our website.

We also recommend you immediately inspect any goods that we deliver to you to ensure that you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

We will not accept the return of the Goods delivered to you if the Goods delivered have been accepted or deemed accepted by you or you wish to change your mind and cancel the Sales Order, unless we choose to do so in our sole discretion.

If we do accept a cancellation of your Sales Order, you agree to arrange a return of the Goods, at your cost and risk, to our nominated returns depot or store, as we nominate, and you agree to return the Goods in their original condition, accompanied by the original Sales Order docket receipt or another form of proof of purchase. You also agree that we are entitled to deduct from any refund of the Payment made by you, the cost of the original delivery and an amount that we reasonable believe reflects the loss to us in accepting the cancellation, including any storage costs and any mark down of the price of the Goods.

If any goods arrive damaged, please contact us at care@mrandmrsdesigner.com.au as soon as possible. MR AND MRS DESIGNER will arrange to have the damaged goods returned and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.

Should MR AND MRS DESIGNER approve any amount of refund, it will be made via the method of payment you used to make your online purchase. Refunds will be processed as soon as the goods have arrived into our warehouse and have gone through inspection.

Where MR AND MRS DESIGNER considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to MR AND MRS DESIGNER or will be at MR AND MRS DESIGNER's cost. Otherwise you agree to arrange a return of the Goods, at your cost and risk, to our nominated returns depot, as we nominate, and you agree to return the Goods in their original condition.

Should MR AND MRS DESIGNER deem the product be repaired, you may return goods we have delivered to you by mail by contacting us at care@mrandmrsdesigner.com.au.

Goods must be returned within a reasonable time. This timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid.

Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.

You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.

We recommend you follow the following steps to ensure an efficient returns process:

Report your return in writing to MR AND MRS DESIGNER by sending an email to either care@mrandmrsdesigner.com.au or calling (03) 8454 9081.
Pack the goods to be returned as carefully as possible.
Please retain original packing as this way the goods are ideally protected against damages in transit.

Where you have any questions or concerns relating to your order, please immediately contact us at care@mrandmrsdesigner.com.au.

Warranties
1. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also 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.
2. To the extent permitted by law, we will not be liable to you if:

Customers who have purchased products from MR AND MRS DESIGNER and experience product failure within the warranty period may be entitled to make a warranty claim to cover the costs of repair or replacement of the product.

MR AND MRS DESIGNER will manage the warranty claim process on behalf of the customer and final decision on the warranty claim sits with the manufacturer and MR AND MRS DESIGNER.

If MR AND MRS DESIGNER has supplied the fabric/leather, please contact our customer service team for warranty details. Customers who have provided their own fabric/leather will need to contact their supplier for warranty issues relating to fabric/leather. To make a warranty claim, please ensure you have the following information.

This will assist in expediting the warranty claim:

Proof of purchase (copy of invoice, point of sale receipt or sales order); image and description of fault.
Address where the product is currently located; contact details of the claimant (must correspond to the purchaser’s details).

General

The Agreement constitutes the entire agreement between the parties and supersedes all prior representations, agreements, statements and understandings, whether verbal or in writing.
No failure to exercise or any delay in exercising any right, power or remedy by a party operates as a waiver. A single or partial exercise of any right, power or remedy does not preclude any other or further exercise of that or any other right, power or remedy. A waiver is not valid or binding on the party granting the waiver unless it is made in writing.
We may give you notice by electronic mail, conventional mail, facsimile or personal service. You may give us written notice via email: care@mrandmrsdesigner.com.au
If a provision of these Sale Terms is invalid, illegal or unenforceable, then to the extent of the invalidity, illegality or unenforceability, that provision must be ignored in the interpretation of these Sale Terms. All other provisions of these Terms of Use remain in full force and effect.
The Agreement is governed by the law applicable in Hong Kong and each party irrevocably and unconditionally submits to the exclusive jurisdiction of the courts of the region.