We try our best to ensure our inventory is kept up to date and reconciles with the availability shown on our website, store, or any other platform that we sell on. If a product shows as in stock, it means that there is physical stock ready to be dispatched from our showroom or collected from our showroom via click and collect. On the very rare occasion an order is made and the stock is not available, we will contact you as soon as is reasonably possible to update you and ask what the best solution is for you, the customer. At times, we ship directly from our supplier and use the dropshipment option. In such cases, the tracking number might be different from the one we provide as these are two different systems.
We ship Monday to Friday, which means that if your order is placed before postage pickup, it will be sent the same business day or the next business day. If your order is placed after cut-off, it will be sent the next business day or the day after. We strive to dispatch orders as quickly as possible for your benefit. However, as we have all experienced recently, there can be situations outside of our control that prevent this from happening, so please expect reasonable dispatch times. Shipping delays may occur due to holidays, logistics problems, stock unavailability, wrong delivery, or other unforeseen reasons.
We try to update all tracking information as soon as possible. If the tracking number is incorrect, please call us on 03 9399 9616 or email us at info@vachouse.com.au.
Our delivery charges vary depending on the size, weight, and delivery postcode.
We may charge actual shipping charges if the item is returned, exchanged, or not accepted. These charges will be in addition to the shipping charges paid by the customer at the time of purchase. In some cases, there may be additional shipping charges if the goods are re-sent. At times, we offer free shipping or a flat rate, such as $10 shipping, but if goods are returned, we will deduct the actual shipping charges we paid (e.g., $35).
If customers wish, they can opt for transit insurance for goods purchased, as our courier companies may or may not provide full risk coverage for the amount of goods purchased.
Currently, we are unable to deliver to overseas destinations, but this may change in the future.
(Please note the Australia Post COVID-19 delivery delays when referencing the below timeframes.)
We use various courier companies to send your order. For items over $200, we generally set the delivery to Signature on Delivery, unless the customer specifies “leave at door” or opts out of the signature requirement. This means that if no one is home when the courier attempts delivery, the driver will leave a calling card or update the tracking on their website with instructions for pickup from the local post office, LPO, GPO, warehouse, or another location. Redelivery or storage charges may apply, depending on the courier’s terms and conditions.
If you wish to give Authority to Leave for your order, you may advise us to change your order accordingly. This can be done in the additional comments section at checkout or included in the address details. We do not recommend this option for apartment blocks or houses without a private/undercover delivery space. Please note that if you choose this option, you accept full risk and liability if the parcel goes missing.
We strongly advise choosing a delivery address where you, or someone you know, will be available to accept the delivery (e.g., home, office, or workplace) during regular business hours (9:00 am to 5:00 pm).
If your delivery has not arrived within the expected timeframe, you can submit a track and trace request via the courier’s website, customer service number, or by contacting us directly. We will investigate further and provide an updated expected delivery date. Please note that once an order leaves our warehouse with the specified shipping provider, Vachouse cannot be held responsible for any unexpected delays that are outside our control. If a claim is made after a reasonable timeframe, including when the courier removes tracking details from the system, we may not be able to accept liability to replace the item or validate your claim.
For click and collect orders, simply choose the “click and collect” option at checkout and complete your payment. Once your order is ready for pickup, you will receive a notification. Please note that you must present your driver’s license and proof of payment at pickup. The license must be in the purchaser’s name. If we cannot verify your information, we may need additional details or may have to cancel your order. Pickup is only available during our opening hours.
You can reach our customer service at 03 9399 9616 or via email at info@vachouse.com.au.
