Shipping and Returns Information

SHIPPING

All basins are made to order. Lead times are approx. 4 weeks. All ship times are from time of dispatch.

Basins and homewares ship for free Australia-wide*.

For all custom designs shipping costs will be advised at time of order.

Approximate Shipping Times:

• Vic Metro up to 2 business days from time of dispatch
• Vic Country up to 5 business days from time of dispatch
• Interstate Metro 3 - 7 business days from dispatch 
• Interstate Country up to 7 business days from dispatch

Please understand that whilst we do our utmost to ensure you receive your goods in a timely manner, once freight is in the hands of the freight company we cannot control delays. Please expect delays during peak holiday times and due to Covid. 

Once basins are shipped you will receive tracking information. If you have any queries regarding the shipping of your basin after it is dispatched please contact the freight company directly. We have found, particularly during the pandemic, that this is a far more efficient way to launch an enquiry as enquiries from our end can take several days to be answered.

Please do not accept goods where there is damage to the boxes. Please inspect your goods when they are delivered. In the case of damage please email photographic evidence to info@dlhdesigns.com.au with 24 hours of receipt of goods. Claims will not be accepted outside of this time frame.

DLH Designs is based in Warragul, Gippsland, Victoria.  Whilst our factory is open by appointment only, we are always happy to organise with locals to buy and pick up directly from the factory to save on postage. Enter code "Warragul3820" at checkout for free delivery in the 3820 postcode or email orders@dlhdesigns.com.au prior to order to organise pickup.

All orders are shipped 'permission to leave' if no-one is present at the time of delivery.  Please email info@dlhdesigns.com.au at the time of order if you do not want your parcels left unattended.  Thank you.

*In rare instances when shipping to remote locations we may be very limited to which courier we can use. In some instances we may have to ship to the nearest depot so we can use a trusted courier and avoid extremely high freight costs. In the case of very remote locations we reserve the right to charge for freight. 

RETURNS

Returns will not be accepted for change of mind. We strongly suggest you order colour samples prior to ordering your basin and understand that as our basins are handmade, colours may vary up to one shade either side of the sample provided. 

Returns will be accepted and a replacement for the item will be made in the following instances:

• For all products exhibiting faulty materials or workmanship. This excludes surface imperfections and pinholes which may develop due to the nature of concrete, staining or damage caused by incorrect care, use or installation.  Please read the provided installation and care instructions for basins to ensure you do not void your warranty.
• Any goods damaged during shipping will be replaced without charge providing photographic evidence is made available of goods arriving damaged within 24 hours of receipt and they are returned with original packaging. Please be aware as all our items are handmade in some instances there will be a delay in replacement due to lack of stock. This will be advised on a case by case basis. 
• Please check your item carefully before it is installed. DLH Designs are not liable for any replacement costs associated with the install of damaged or faulty goods.

Returns will not be accepted for any damage caused by practices that do not follow our installation and care instructions. Returns will not be accepted where the customer failed to read and understand the inherent characteristics of concrete and/or it's limitations as a material.

Returns will not be accepted outside of warranty conditions. 

Returns will not be accepted for slight variations in dimensions (+/-5%). Tolerances are a normal, accepted part of manufacturing and do not indicate a faulty or mis-advertised product. Our basins are handmade, variances are to be expected.

Refunds will only be provided in cases of faulty workmanship and when a replacement item is not desired. In the case of basins, DLH Designs do not involve themselves with install, they are providers of a product only. DLH Designs are not liable for any costs incurred in the removal and/or installation in the case of a faulty basin. We strongly recommend you read our Installation and Warranty guide (available in our header menu) carefully before purchase.

For all queries and/or more information please email orders@dlhdesigns.com.au

By ordering a DLH Designs basin you are agreeing to the policies and guidelines set out on this website.