Shipping policy

 

Our Shipping and Return Policy sets out how we deliver and allow the return of Products. The Shipping and Return Policy is part of our Terms of Use and as such is a binding legal agreement. All amounts are in Australian Dollars.

Important update as of April 16: We're currently moving our warehouse from Melbourne to Sydney, potentially impacting order processing and dispatch. We aim to resume normal shipping operations by April 25th.

1   Do you charge for domestic shipping?

(1.1) We offer free standard shipping on all full-price items shipped within most regions of Australia for orders over $140 AUD. Due to increased carrier costs, additional fees may apply for some regional areas within Australia. All orders below $140, and all final sale items shipped will incur additional delivery costs. For New Zealand orders, shipping fees will be calculated at checkout. For all other international orders, please contact welcome@double.online for a custom shipping quote.

2   When will I receive my order?

(2.1) Processing times vary according to the item ordered and are usually in the following range:

(2.2) Up to 2 business days (Monday thru Friday excluding public holidays) for in stock items

(2.3) Once an order ships, standard shipping times vary based on your location. Please visit the Australia Post website for service updates and delivery times.

3   Is express shipping available?

(3.1) Express shipping is available for all in-stock items in Australia. Express shipping is not available for Preorder items. Where available, please select the express delivery option to know more about express delivery charges and timelines. 

4   Do you ship internationally?

(4.1) Yes, we now offer standard and express shipping options to New Zealand. For other international regions, please contact welcome@double.online for a shipping quote.

5   Change of Shipping Address

(5.1) If your order is still in processing, kindly reach out to our customer support team at welcome@double.online for further assistance with your email address and the order number.

(5.2) If your order is already in transit, you can contact the carrier directly to request a change of address.

(5.3) If you need further assistance, please contact our customer support team.

6   How will my order be delivered?

(6.1) Your order will be delivered to your address and arrive either folded or rolled and inside a recycled carton, depending on the size and weight of your rug.

7   How do I track my order?

(7.1) You can track your order using the tracking reference number or tracking link provided to you. Your order will be delivered during working hours at the delivery address specified by you at the time of order.

8  What is your return process for customers in New Zealand?

(8.1) Return Policy: Customers outside of Australia are responsible for the return label and the return shipping costs and reverse duties (if applicable), especially for change-of-mind returns. However, we will cover return shipping costs for items deemed faulty or incorrect.

 

(8.2) Contact Customer Service: Kindly contact our customer service to obtain the designated return address for shipping the item back.

 

(8.3) Prepare the Item: To be eligible for a return or exchange, the item must be shipped back in its original packaging or similar packaging that ensures its safe transit. The item should be new, unused, unwashed, undamaged, and in resalable condition, free from fur, dirt, stains, or any foreign material, and should not show signs of wear, tear, washing, or damage due to improper care, with tags still attached.

 

(8.4) Ship the Item: Arrange for the item to be shipped back to the designated return address.

 

(8.5) Receive and Confirm Return: Once we receive the returned item, we will inspect it to ensure it meets the return policy criteria.

 

(8.6) Processing the Return: If the returned item meets the criteria, we will process the return within 7 business days. Refunds will be issued, minus the shipping fee, in the original form of payment used during purchase. Alternatively, if requested, we can provide store credit.