Shipping Policy

Your items will be delivered by one of our trusted courier partners to your designated front entrance, door, reception area, foyer, or another suitable parcel-receiving location.

Please note that our couriers are unable to:

• Deliver to PO Box addresses.

• Bring goods beyond the front door or designated delivery point.

• Accommodate requests for an exact delivery date or time.

We will notify you by email once your order is on its way.

Delivery timeframes are estimates and may occasionally be affected by high order volumes, traffic conditions, or other unforeseen circumstances. We strongly recommend waiting until your item has arrived and you have confirmed that it is in good condition before scheduling any installation services.

Important: We are not liable for unexpected delays or additional costs resulting from courier issues or transit delays.

Note: Timberline products, shower screens, and furniture items are not eligible for free shipping.

By accepting this policy, you authorise us to instruct the courier to leave your item in a safe place if you are unavailable to receive the delivery.

If you do not wish to provide authority to leave, please notify us by leaving a note during checkout, emailing Support@zure.com.au, or calling 02 9000 1811.

If you do not authorise the courier to leave the item in a safe place, or if there is no suitable safe place available, it is your responsibility to ensure someone is available to receive the delivery or to make suitable alternative delivery arrangements.

Customers are responsible for any additional costs resulting from re-delivery or delivery changes requested after the order has been dispatched.

If your order contains multiple items, the items may be shipped separately at no additional shipping cost to you.

If all items have not arrived by the estimated delivery date, or if part of your order is missing in transit, please contact us. We can assist by communicating with the courier company on your behalf.

For large or heavy deliveries, we strongly recommend that you or someone on your behalf is available to assist the driver with unloading.

Delivery drivers will not carry large items upstairs. It is the customer's responsibility to arrange any assistance required to move the goods from the delivery point to their desired location on-site.

Large-item deliveries are provided as a door-to-door service.

Drivers are equipped to deliver heavy products only to the front entrance of single-level houses with flat driveways. For apartments or sites with difficult access, assistance from the customer or trades may be required to move the products.

How Does Delivery Work?

Once your order has been placed, and subject to stock availability, your order will generally be dispatched within:

• 2–3 business days for small and non-bulky orders.

• 5–6 business days for bulky orders requiring pallet packing.

If any part of your order is unavailable for dispatch within these timeframes, we will notify you by email.

A tracking link will be sent to you once your order has been dispatched.

Once your order has been dispatched from our facility, any request to amend the order will be subject to our Change of Mind criteria. Any associated costs will be the responsibility of the customer. This is due to the nature of our logistics and shipping processes, which are designed to support prompt delivery.

If your item has not arrived by the estimated delivery date, please contact us. We can assist by communicating with the courier company on your behalf.

Please be aware that delays may occur due to circumstances beyond our control, including high courier workloads, traffic conditions, and other courier-related issues.

How Long Will It Take for My Order to Arrive?

The freight service applied to your order is standard shipping.

If you require express shipping, please contact us by emailing Support@zure.com.au or calling 02 9000 1811 before your order is dispatched.

Express shipping will incur additional charges.

Timberline products are made to order in Armidale, Australia. Please allow a 2–3 week lead time from confirmation for vanities and shaving cabinets.

We provide a 24-hour review period for all custom cabinetry. After this period, your cabinetry will enter production and no further changes can be made.

Estimated delivery timeframes are:

• Sydney Metro & ACT: approximately 1–3 business days.

• NSW Rural / Melbourne Metro: approximately 3–5 business days.

• SA / QLD / VIC: approximately 5–10 business days.

• TAS / WA / NT: approximately 7–10 business days.

If your order contains multiple items, the items may be shipped separately at no additional shipping cost to you.

How Can I Track My Parcel?

Once your order has been dispatched, we will send you an email containing a tracking link for your parcel(s).

Can I Pick Up My Order?

Pick-up is available to Sydney-based customers.

Depending on the product(s) ordered, your pick-up location may be in Auburn, Chester Hill, Guildford, Greenacre, North Ryde, or a combination of these locations.

We will notify you by email once your order is ready for collection.

If you require your item urgently, please contact us by emailing Support@zure.com.au or calling 02 9000 1811.

Faults, Damages, Missing in Transit or Stolen Items

You must inspect your items within 48 hours of receiving your order.

If you discover any damage, incorrect items, or faults, you must notify us within this 48-hour period and provide photographic evidence by email so that we can assist with arranging a replacement.

Claims or responsibility cannot be accepted outside the 48-hour reporting period, as the shipping company cannot verify whether damage occurred after delivery or during the installation process.

Claims must be submitted within this timeframe to be eligible for coverage under the shipping provider's insurance.

If a claim is not submitted within 48 hours, the customer will be deemed to have accepted the goods and assumed responsibility for them.

If your item has been confirmed as delivered but is subsequently stolen, please notify us immediately and provide a police case number so that we can proceed with the insurance claim process.

Replacement items will be dispatched within our standard shipping timeframe.

If a replacement includes multiple items, the items may be shipped separately.

Unfortunately, we cannot provide overnight or express shipping for fragile or bulky replacement items.

Important: We are not liable for unexpected delays or additional costs resulting from courier issues or transit delays.

Additional Notes

For Clearance Items, if the item is no longer available when damage is reported or a warranty claim is lodged, we can only provide a refund.

For lights and rugs, we are unable to accept responsibility for variations in appearance caused by differences in natural or artificial lighting within the home.

For damage-in-transit reports submitted within 48 hours, we can only provide a replacement or refund. We cannot provide financial compensation for electrician or plumber charges, installation costs, call-out fees, or similar expenses.

Our items are dispatched in pristine, brand-new condition and are thoroughly checked for defects or missing parts before shipment.

If an item is received in poor condition or is faulty, we will assist you with lodging a warranty claim directly with the supplier to arrange a replacement or refund.

If an item is received damaged in transit, we will provide instructions for lodging an insurance claim with the courier for a replacement or refund.

For all warranty claims and damaged-item cases, we are unable to provide additional financial compensation. Installation costs, call-out fees, and any other related expenses remain the customer's responsibility.

Damaged or faulty items must remain at your premises and must not be installed until you receive confirmation from our team regarding whether the supplier requires the item to be returned.

Failure to retain the item as required may result in the customer being unable to receive a replacement or refund.

If our team confirms that the damaged item does not need to be returned, disposal of the item will be the customer's responsibility.

Change of Mind Returns Policy

We offer a 30-day Change of Mind Returns Policy for all products except customised items, made-to-order products, and Clearance Items.

Important: All Made to Order items, including Timberline products and shower screens with nano coating, are customised and made to order. Change-of-mind return requests for these items will not be accepted.

Note: Clearance Items are not eligible for a return or refund under the Change of Mind Policy.

To be approved for a return, all products must meet the following conditions:

• The product must be in its original packaging.

• The product must not have been installed.

• The product must be in a resalable condition.

Customers must inspect the item and provide photographs to our team for return approval.

Please ensure that the product is securely packaged for return shipping. A return will not be approved if the product is damaged during return transit.

Please Note: For fragile items, such as mirrors and stone tops, or bulky items longer than 1200mm, we do not recommend initiating a return due to the high risk of damage during transit.

A refund will not be issued if the returned item is damaged during transit.

The following terms and conditions apply to approved Change of Mind returns:

• A 20% restocking fee applies to all Change of Mind returns.

• All return shipping costs are the customer's responsibility.

• Once the returned item has been received in resalable condition, the approved refund amount will be returned to the customer's original payment method.

• The original shipping fee paid for delivery is not included in the refund.

How Does a Return Work?

To request a return under the Change of Mind Policy, please email Support@zure.com.au and provide supporting photographs.

Our team will contact the supplier to request return approval.

For returns relating to damaged or faulty items under a warranty claim, our team will assess the situation and advise you accordingly.

For all return situations, we will provide a return label and return instructions.

The customer must print each return label and securely attach it to the corresponding item being returned.

Courier bookings for return collections are scheduled between 10:00 am and 3:00 pm on business days only.

Unfortunately, we are unable to request or guarantee an exact collection time within this window, as courier availability may vary due to traffic, routing, and other operational factors.

If you will not be home during the collection window, you may leave the item(s) in a safe and accessible location for the driver to collect.

Please let us know where the item(s) will be placed so that we can provide these instructions to the courier.

ZURE Protection Cover

Extended Returns for Change of Mind

With ZURE Protection Cover, you have up to 60 days, instead of the standard 30 days, from the date you receive your order to return an item if you change your mind.

Returns remain subject to our Change of Mind Return Policy.

Rapid Re-Supply

If a replacement product is required due to damage in transit, we will re-supply the replacement and prioritise its dispatch.

If the replacement item is on backorder, we will notify you and provide the option to:

• Accept the backorder; or

• Cancel for a full refund, less shipping costs.

Important: We reserve the right to refuse claims under our Purchase Protection policy if we reasonably believe the claim is invalid or if our Returns Terms & Conditions have not been met.