Terms and Conditions
When an order is placed, it will be shipped to an address designated by the purchaser as long as that shipping address is compliant with the shipping restrictions contained on this Website. All purchases from this Website are made pursuant to a shipment contract. As a result, risk of loss and title for items purchased from Franklin & Oak pass to you upon delivery of the items to the carrier. You are responsible for filing any claims with carriers for damaged and/or lost shipments. Please follow the guidelines on selecting the correct shipping fees for your order. If you select free shipping and your address is outside the free shipping zone you will be charged a $10 shipping fee and your order will be withheld until payment is received.
We are not responsible for delays that happen once an item has been picked up by a courier company. We will happily assist in tracking down any parcels that have been delayed by emailing our customer service team at email@example.com and quoting your order number. Please do not contact us via instagram direct messages or facebook.
Please accept that delays do happen and some that are completely out of our control, we do our best to get your order to you within 5 workings days for metro areas. Please allow additional time for WA/SA/NT orders as the time frame is lengthy.
All orders will be shipped within two working days of orders placed if the item is in stock and paid unless listed as a 'pre-order'. Please see 'pre-order' section for additional information.
Local delivery areas
Newcastle (all), Cooks Hill, Adamstown, Bar beach, Merewether (all), Hamilton (all), Whitebridge, Charlestown, Gateshead, Mount Hutton, Warner's Bay, Waratah (all), Redhead, Kahiba, Georgetown, The junction, Mayfield (all)
If your address is outside of these delivery areas you may be charged a shipping fee prior to your order being despatched. Please contact our team at firstname.lastname@example.org for any queries relating to free local delivery options.
Please follow the check out instructions to place your order. Once we have received the order, we will send you an e-mail containing your Order Confirmation to acknowledge that we have received your order. All orders are subject to approval by Franklin & Oak and we will confirm the order by sending you a Shipment Confirmation via e-mail. Please note that during sale and holiday periods it may take up 5 business days to process an order.
We reserve the right to cancel your order at any time before we have accepted it and we may withdraw our approval and cancel your order where there has been an obvious error in price or where the products are no longer in our inventory. We also reserve the right, without prior notice, to limit the order quantity on any product or service and/or to refuse service to any customer. We may also require verification of information prior to the acceptance and/or shipment of any order.
Please read the below carefully.
Please always ensure you read the description of the product you’re purchasing as it will state whether or not it is a preorder or backordered item. Shipping on 'pre-order' items will be processed within one week of arriving in our warehouse, you will receive a confirmation email prior to shipping.
Due to the high number of imported and handmade goods from our international artisans, delays can sometimes occur. We do our best to have an accurate pre-order date listed but sometimes this is out of our control.
Often imported items are held up going through customs and this may cause lengthy delays, if you require your order by a certain date we recommend not ordering pre-order items as we cannot guarantee an accurate delivery date.
If you order a pre-order item by accident, you are not entitled to a refund. All sales are final.
No cancellations or refunds will be issued on any item once a sale has been processed.
Please ensure you read the below carefully.
Made to order/preorder is not a simple process and many factors contribute to your order being delivered to you.
The shipping guidelines are guidelines. They are not an absolute and it is not possible to give customers a definitive guarantee of when their item will arrive.
Container deliveries move in a cycle. When you place your order, it may be added to the current container production (if not sold out) or you will be placed on the next production schedule.
If you would like further details on timing of orders, please email us and we can advise you of an approximate timeframe based on the information we have available to us. Preorders are required approximately three months prior to dispatch from it's origin.
Pre-orders are orders for Goods which are expected to arrive in the future. All pre-orders are paid for at the time of placing an order. Expected delivery times on pre-ordered Goods are approximate and are subject to change. All pre-orders are non-refundable once full payment is made and you may not cancel your pre-order. Understand that preorders may have lengthy delays.
Delivery process and times
We generally use third party delivery companies to deliver your order. By placing an order for Goods you agree that your details, such as name, contact numbers and delivery address will be passed to those third parties.
Further, you agree that notwithstanding anything in these Terms, we are not liable with respect to any loss, damage, cost or expense you or any third party suffers as a result of a change in delivery times or delay in delivery.
Where an order contains two or more Goods we will endeavour to ship all your purchases at once, however we cannot guarantee that they will be dispatched and delivered to you together. They may be dispatched separately and we may use different third party delivery companies for delivering them. If you ask us to leave a Good at a delivery address, we are not responsible for loss, damage or theft of Goods once the Goods are delivered to that address. Some people may also prefer to have their Goods shipped to a business address as an additional precaution.
Further, if you require Goods that you have ordered to be redirected to an address other than your original order address, we may charge you a reasonable fee for doing this.
Details provided by you
It is your responsibility to ensure that the information you provide, including your name, delivery address, contact numbers, email address and orders are correct, so please check any details carefully before submitting an order to us. You acknowledge and agree that we will not be responsible for any loss or damage that you may suffer as a result of you providing incorrect information to us including your name, delivery address, contact phone numbers or email addresses.
Returns and Refunds
Please place orders carefully as we do not offer a refund or cancellation on incorrect choice or change of mind.
Our returns policy is in line with consumer law. We do not accept refunds, cancellations or exchange for wrong choice. Faulty or damaged items will be refunded in full by emailing our customer service team with photo evidence within 24hrs of delivery.
We attempt to ensure that all information on this webpage is as accurate and current as possible. We reserve the right to change prices, product availability and descriptions at any time. At times the information displayed may occasionally be inaccurate, or out of date. Please always ensure you read the description as at times the product may vary from the description.