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FAQS

General

Q: What is the best way to contact Kartique?

The best way to get in touch is via email. For all enquires, please email info@kartique.com.au or click here: http://www.kartique.com.au/pages/contact-us/

Q: Do your furniture products come flat packed, or are they fully assembled?

Most of our products are not flat packed - most come fully assembled or require only minor assembly (e.g legs need to be screwed on). Any Kartique product that requires more than basic assembly will always be accompanied by a comprehensive assembly manual. 

Q: How is your jewellery packaged?

All of our jewellery is sent out in Kartique designed packaging which is suitable for posting and protecting the jewellery.

Payment

Q: How can I pay for my order?

We have many payment options available. You can pay using Visa, MasterCard or Amex. These payment options can be easily selected at the checkout screen.

Q: Is it safe to buy through your website? How do you keep my data secure?

We take transaction security very seriously. That's why all personal information is encrypted and securely processed without you leaving the security of our website. We use 128 Bit SSL encryption to protect your private data.

Delivery

Q: When will my order be dispatched?

For furniture items we will dispatch in stock items within 4 business days of payment being received.
For jewellery orders received before 12pm, we will aim to dispatch on the same business day.  Otherwise we will dispatch within 2 working days of payment being received.

Q: How long will my furniture order take to reach me?

Delivery time varies depending on the item(s) being ordered and your location. We work with various couriers to try to get your item(s) to you as quickly as possible. Below are approximate delivery times:

Perth: 2-5 business days
Adelaide, Brisbane: 7-14 business days
Melbourne: 7-14 business days 
Sydney: 7-14 business days 
Everywhere else within Australia (including rural areas): 7-14 business days.

Q: How long will my jewellery/light goods order take to reach me?

Kartique offers Aus Post Express Shipping to all Australian states and territories at a cost of $9.95. Please Note: this excludes any returns and exchanges.

Below are approximate delivery times:
Within Australia - Delivery Time: 2 - 3 days dependent on the destination area within Australia.
For International Delivery - Please contact us for international postage charges.
Please Note: orders shipped internationally may incur customs duties and taxes. It is the customers responsibility to pay any additional customs duties and taxes on the delivery of your order.

Q: Can I pickup my item from one of your stores?

Pick up from either one of our Perth stores can be arranged by calling +61 8 9430 7910
For furniture pickups an appropriate vehicle must be used.
Proof of purchase and photo ID is required when pickups are made.
Fremantle Store hours are 10.00am - 5pm Monday to Saturday
Mt Lawley store hours are 10.30am - 5pm Monday to Saturday

Q: Can you tell me when my purchase will arrive?

Information about your dispatch will be emailed to you when your item leaves our store. You will be contacted by the courier company prior to delivery via either text message, phone call or email. In some cases a tracking number will be provided. To make delivery as smooth as possible, we suggest using a permanently attended address such as a work address.

Q: Do I need to be home to accept delivery?

We recommend that customers are home to accept delivery, if this is not possible please contact Kartique to make alternative arrangements.

Q: What courier company do you use for furniture?

We partner with many different courier companies depending on the item size, fragility and the delivery location. Once your item has been dispatched, we will email you the name of the courier company engaged for delivery of your item.

Q: Can I arrange my own shipping?

Normally we prefer to take care of delivery ourselves however please contact Kartique if you would like to arrange yourself.  Please note that you will be responsible for any damages, lateness of arrival, missing items if you arrange yourself.  This applies to furniture deliveries only.  All jewellery deliveries will be arranged by Kartique.

Q: How much does furniture deliveries cost?

All delivery charges are based on size, weight, and delivery location and are calculated on the checkout page.

Q: Will the courier help me bring the furniture item inside my house?

All deliveries are to your ground floor front door only, unless otherwise arranged through customer service.

Furniture Exchanges & Returns

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you an exchange.

On-line sales

A customer may cancel an order made online within 24 hours of placing the order, please email info@kartique.com.au to arrange cancellation.

For all on-line furniture sales we offer a 14 day money back option

If you have a change of heart, you are welcome to return your product to us, subject to the following:

  • You must first confirm your return or exchange with Kartique prior to returning your item quoting the item's you are returning or cancelling. Once confirmed with Kartique, item's can be returned to: Kartique 69 High Street Fremantle WA 6160.
  • The item must be returned within 14 days of receipt of delivery. If there is no receipt of delivery, the date shall be assumed to be 3 business days from the date of dispatch.
  • Where a product is within the 14 day period referred to above and a refund is requested, Kartique will refund the original product purchase price in the original method of payment (where possible), less the following fees and/or charges, which will not be reimbursed:
  • (a) Delivery charges from Kartique; and Cost to return the product to Kartique.
  • Orders cancelled after the goods have been dispatched will be treated as per the terms above.
  • Other than in accordance with Kartique’s online sales 14 Day Money Back Guarantee, Kartique does not provide refunds.
  • Kartique will only accept the return of Goods that have been supplied incorrectly.
  • In order to facilitate a return under these Terms and Conditions, e-mail info@kartique.com.au The customer must comply with directions from Kartique staff to facilitate a return.
  • All returned goods must be in their original packaging with all parts, accessories and manuals, and be in original condition.It is the customer’s responsibility to ensure that returned items are returned safely. Kartique takes no responsibility for items lost in transit.

Q: I have received a faulty or damaged item - what do I do?

Where an item is found to be faulty within the first 14 days after delivery or is already damaged on delivery, and the customer notifies Kartique of that fault within the first 14 days after delivery, then Kartique will:

(a) Replace or Repair the faulty Good at their discretion; or

(b) If Kartique is unable to provide a new replacement, Kartique has the option to offer a full or partial refund dependant on the amount of damage to the product.

(c) Where a new replacement is available, and the customer elects to receive a refund instead of a replacement, the refund will be for the amount of the purchase price excluding the initial Delivery Cost.

The On-line Furniture Sale 14 Day period will commence on the date that the customer accepts delivery of their Kartique product. Where there is no proof of delivery, this date will be assumed to be 3 business days from the date of dispatch of the product.

Where Goods are already damaged on delivery, Kartique requires photographic evidence of the damage to be e-mailed to info@kartique.com.au before authorising return of the Goods.

Kartique reserves sole discretion to determine whether the Goods are faulty or damaged in accordance with this policy

Kartique may seek reimbursement of any costs incurred by us if the Product is found to be in good working order.

Jewellery Exchanges & Returns

On-line Sales

Due to the nature of Kartique designs, many of our items are unique and produced in only small quantities. Therefore they may vary in colour and style, as they are handmade to ensure their individuality and not mass produced.  All items are thoroughly checked before they are sent out.

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you an exchange.

If you change your mind on any jewellery purchased on the Kartique website, we will happily exchange it for a Credit Note (our credit note will be valid for 12 months) equal to the value of the item/less postage you have returned - provided this is done within seven days of your purchase.

To be eligible for a return, your jewellery item must be unused and in the same condition that you received it. It must also be in the original packaging and be in saleable condition and unworn.
You must first confirm your return or exchange with Kartique prior to returning your item quoting the item's you are returning or cancelling; and the reason for return or exchange. Once confirmed with Kartique, item's can be returned to the Kartique 69 High Street Fremantle WA 6160.
All returns must be within 7 days of purchase for a credit note to the full purchase price amount.

We reserve the right to refuse a exchange or present a credit note if these terms are not met. When returning items we recommend you use Australia post – tracking service, as the return of items are your responsibility until it reaches Kartique.

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