Shipping + Returns

Our Goal

We always endeavour to deliver your Gertrude & Smith gift as close to your preferred delivery as possible. If your order is not delivered on your preferred delivery date, we are unable to cancel your order or credit your transaction.

Timing

We will aim to send out your order same day if ordered before 2pm on a weekday. If ordered on the weekend we will ship out Monday if it doesn't happen to fall on a public holiday. Parcels will be delivered to your requested address and left in a safe place if no one is home alternatively, if there is no safe place a card will be left and the parcel will need to be picked up from the advised post office.

Postage 

We offer FREE standard shipping Australia Wide for orders over $120 AUD. 

Orders under $120 will have a discounted shipping cost of $9.95. 

We can provide express post parcels for domestic orders and at a flat rate of $17.95 AUD Australia wide. 

Delivery timing for both standard and express shipping can be found here: https://auspost.com.au/sending/send-within-australia/delivery-speeds-and-coverage

If you have not received an express order within 4 days for domestic orders, please notify us by email at: hello@gertrudeandsmith.com.au 

Returns

We want you to be 100% happy with your order and it is our aim to ensure that all products supplied to all customers arrive in perfect condition. Please notify us within 7 days of purchase if you wish to return your order or a specific product in the received box. 

We will only reimburse the cost of returning items where they were delivered in error or the items were damaged or defective.

If your purchase incurred a delivery fee, we will also cover the cost of delivery for the return.

The quickest way to obtain a refund or exchange is to contact us directly at hello@gertrudeandsmith.com.au, where a member of our team will be able to assist you further.

If we are unable to resolve your complaint or further assist you, we will process a refund upon timely receipt of the goods purchased.

Unopened goods will be refunded in full. Refunds will be processed promptly and payment made by the same method that you made payment.

We are not liable for any product damaged in transit by the courier company or a delivery driver, we aim to pack the items as best as possible to ensure minimal chance of damage. 

In the event that your product must be returned, please allow 2-3 business days for your refund to be processed after the product has been received at our location.