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Delivery & Returns

ORDERING

The easiest way to order from us is to purchase via our website using a credit card (Visa or Mastercard). Once you have processed your order online, you will receive an email confirming that the order and payment have been received.
We are also happy to take orders over the phone or via email if preferred. Payment for manual orders can be made by credit card (Visa or Mastercard) or via direct deposit.
Goods paid for by direct deposit will be shipped once we have confirmation that the payment has gone through.
To process an order manually, please contact us directly with details of your order, preferred payment method, your shipping address, email address, and phone number.
Email: jess@iglou.com.au
Phone: 02 6362 2655

 
DELIVERY

We offer FREE SHIPPING on all full priced orders within Australia. We offer a flat rate $9.95 shipping on all sale items.
Our goal is to deliver your purchase as quickly as possible. All orders have a processing time of 24-48 hours, and delivery is between 2 – 7 working days. You will receive an email confirming the dispatch of your order once it has been sent.
During the check out process, you should specify any special delivery instructions.
Please note, standard Australia post delivery does not enable the item to be tracked. Iglou can not be responsible for items lost in the post. If you would prefer the item to be tracked, please ensure you select Express Post during the check out process.
In some instances products will be sent directly from our supplier to the customer. We will communicate the dispatch of each item with the same process as listed above.
If, for some reason, there is a delay with delivery of your order we will communicate this within 2 working days, and communicate a delivery timeframe. Should a delayed delivery time not meet your needs, we will be happy to process a refund.


 
INTERNATIONAL DELIVERY

iglou is based in Australia, however we are happy to ship internationally.
All orders will be charged in Australian dollars ($AUD) and include 10% GST (Goods and Services Tax).
Australia Post International shipping costs will apply, along with the appropriate insurance cost. Australia Post delivery charges are influenced by the size and weight of the product(s) you have ordered, and the delivery location. Exact delivery costs are calculated in the shopping cart and will be added to your order total before check out. The delivery charge will be shown as a separate item in your shopping cart. For a quote on international shipping costs for your order, please email us on jess@iglou.com.au.
Delivery will be made during business hours. Please specify delivery instructions for your order during the check out process.
Any import taxes (if applicable) will be the responsibility of the customer.

 
ITEMS OUT OF STOCK

At iglou, we endeavour to make sure that all products shown on our site are in stock, and that pricing is true and correct.
If an item on the site is showing out of stock, we will do our best to order it in if requested. Delivery time frames will be clearly communicated, and we will not process the payment until we can confirm the item is ready for dispatch.
Pre-Orders can be made when an item is out of stock, a 50% deposit is requested upon confirmation of order and the balance before delivery.  To arrange for a pre-order of an out of stock item, please email us on jess@iglou.com.au or phone us on 02 6362 2655
 
 
RETURNS POLICY 


At iglou we would like our customers to feel confident in ordering with us online. With this in mind, our returns policy is as follows:

  • Should you feel the item ordered is not right for you, we are happy to exchange, provide a credit note, or a full refund.
  • For a full refund, you need to contact us and return the item to us within 7 days of receiving it. This applies to full price items only. No refunds on sale items.
  • For an exchange or credit note, you need to contact us and return the item to us within 14 days of receiving it.
  • Any returned item must be in perfect condition, with no damage to the item or the packaging.
  • Any refund amount will be less the shipping charge of $9.95.
  • We recommend you use registered post or a trackable courier when returning an item, as we cannot accept responsibility for items lost in transit to us.
  • Exchange items will be processed as a new sale and a return. Place and pay for a new order online or via email, and return the original item, to be exchanged, for a refund.
  • Shipping charges will be waived only if the returned item is faulty.
  • Any credit notes issued will be valid for 3 months.
  • Refunds or credit notes are only processed once the original item has been returned to us.