Shipping and Delivery
Accepting Terms and Conditions upon ordering, you are agreeing to abide by the delivery and shipping details set out below.
Please note: A 2.5% handling fee will be applied to all deposit refund requests for orders that fall outside our delivery area, or that you deem delivery costs too high. These delivery costs are outside our control, it is your responsibility to check you are in our delivery area and accept all costs in transporting your goods to you as outlined here and in our terms and conditions before you pay your deposit and finalise your order. Once you have checked the terms and conditions box and submitted your order, you agree to this.
Deliveries to regional areas may incur additional freight costs. All local orders are sent via chilled courier. Remote orders and orders outside QLD are sent via TOLL or VIRGIN air express, as above. You agree to all delivery terms when submitting your order. All shipping charges are calculated on the weight of products to be shipped. Please note that weight of ice or frozen packs may be added to the goods and freight will be calculated to include this additional weight.
QLD/Northern NSW
In order to provide our customers with the lowest risk freight, we use local chilled couriers for regional drops. Brisbane CBD deliveries over $100.00 will be delivered free of charge (please check your postcode).
Metro Brisbane (15k CBD radius)
$35.00 Delivery Fee (may vary)
Gold Coast
$40.00 Delivery Fee (may vary)
Brisbane (Outer) & Sunshine Coast
$40.00 Delivery Fee (may vary)
Northern NSW
Freight charges will apply
Interstate
All interstate freight will be sent via Toll Express or Virgin Air to your closest major airport. Flight connections to minor airports can be arranged using Australia Post airfreight. Courier out of major airports is the client’s responsibility. We recommend and suggest all Interstate items be sent as frozen. All chilled and frozen goods are sent with the utmost care and attention, however, freight sent other than Toll Express or Virgin Air is not insured for loss or damage. VIRGIN AIR collection centres can be found at www.virginaustralia.com/au/en/bookings/cargo/cargo-contact-list
All Interstate orders are at your cost.
Approximate pricing for Sydney & Melbourne:
| 1kg and under | $59.70 | |
| 1-2kg | $59.70 | |
| 2-5kg | $69.70 | |
| 5-10kg | $89.70-$99.70 |
Approximate pricing for other capital cities can be requested by contacting us.
Theses figures are estimates only, and will vary up or down. These amounts are set by TOLL or VIRGIN freight, not by Hand Sourced. We understand air freight is expensive, and we do not inflate these costs and bear all packaging costs ourselves. We will refund any lesser amounts to you your nominated bank account. Increased cost is borne by you. Please feel free to contact freighters to get your own quote, we will happily work with your chosen freighter.
Shipping and delivery information
The purchaser has the responsibility to provide accurate details for deliveries.
Hand Sourced attempts to ship all orders within 5 business days of order payment and item availability unless requested otherwise.
We are unable to guarantee specific delivery times. If you have a special request please make this clear when placing your order and we will aim to accommodate where possible. If you are not available during normal business hours, please make alternative arrangements for the delivery. If no one is available to receive the goods a delivery fee will be charged for each subsequent return delivery attempt.
Claims for credits & returns must be made in writing within 24 hours of receipt of the goods. Goods must be either returned or available for pick up and must be in original packaging and unopened/unused. If we provide credit, our terms are strictly applicable. Uninsured items are non refundable (see above). If you are experiencing financial difficulties please make contact to discuss.
You are welcome to organise your own courier. All items requiring delivery must be paid for in full before delivery. For items sold by weight, this payment can be made via eft or an over the phone bank transfer. Credit card fees apply.
All efforts will be made to deliver goods within the expected timeframe, however, we cannot be held responsible for delays or conditions which may affect delay.
Courier deliveries will require a signature on delivery to your nominated address unless you provide specific instructions regarding the delivery (e.g. leaving goods at the door etc.). In such cases, we accept no liability for misplaced deliveries.
Please note that although we take great care in the packaging of goods to ensure they arrive in good condition, we accept no liability for damaged deliveries. Goods travel uninsured as per freight carrier standard policies. Should you wish to insure your goods please contact us.
Fresh items will only be delivered to an office or a residence if there will be someone in attendance at that address to take delivery. If fresh goods are lost or damaged from failing to meeting above condition, we do not accept any liability. We recommend and suggest all Interstate items be sent as frozen. All chilled and frozen goods are sent with the utmost care and attention, however, freight sent other than Toll Express or Virgin Air is not insured for loss or damage.
Without limiting the operation of any other Terms and Conditions herein, we will not accept liability for any loss or damage arising from delivery.
Should an item has been lost in transit, we will not dispatch a replacement item until the matter has been thoroughly investigated, and even then, any replacement will be at our discretion.
Without limiting the operation of any other Terms and Conditions herein, you agree that late delivery does not constitute a failure of our agreement, and does not entitle you to cancellation of an order.
Without limiting the operation of any other Terms and Conditions herein, we will not accept liability for any loss or damage arising from items lost, stolen or damaged after delivery has taken place.
All shipping charges are calculated on the weight of products to be shipped. Please note that weight of ice or frozen packs may be added to the goods and freight will be calculated to include this additional weight.
A note on Sendle; Pack & Pay; Couriers Please; Fastaway etc
Please note: We are unable to offer refunds on any goods shipped via this type of ‘pack and send’ method. We will send using these companies at your request, however, we have had equal success and failure using these companies. We love that these are cheaper for you. We don’t love that some parcels are lost, damaged, or returned here for no reason. It is your responsibility to follow any tracking, and should the parcel suffer damage, breakage, or not arrive in the condition you expect, you take all responsibility for following up any insurance and refund system. You accept all costs in transporting your goods to you as outlined here and in our terms and conditions before you pay your deposit and finalise your order. Once you have checked the terms and conditions box and submitted your order, you agree to this.
Returns Policy
The return of goods ordered by you is limited only to situations where there is a legal obligation for such goods to be returned (e.g. faulty goods) or is via our discretion.
We will only refund the cost of the product (via the original payment method); provide a replacement product; or issue a store credit for insured goods.
We will not refund any postage and handling fees, or any other associated costs in providing the goods.
If you return goods, please keep the appropriate proof of return. If the returned item goes missing in transit to us, we will deem you not to have returned the item. It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. Damaged goods will not be accepted.
Please note: A 2.5% handling fee will be applied to all deposit refund requests for orders that fall outside our delivery area, or that you deem delivery costs too high. These delivery costs are outside our control, it is your responsibility to check you are in our delivery area and accept all costs in transporting your goods to you as outlined here and in our terms and conditions before you pay your deposit and finalise your order. Once you have checked the terms and conditions box and submitted your order, you agree to this.
