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Shipping Page
All orders are shipped within 24 hours of payment, unless out of stock. If goods are notified out of stock on the actual product page (normally in the format "This product will be available on a certain date"), they will be shipped within 24 hours of us receiving them. Occasionally due to circumstances beyond our control we may be out of stock of certain items and we may not have yet updated their product pages.
In this case we will notify you of an estimated delivery date and give you the option of waiting for your items or receiving a full refund. At times, to meet delivery schedules, we may despatch your order directly from the manufacturer or from our supplier.
Delivery is by Australia Post and various couriers for all items. We strive to use the most efficient and reliable courier for your particular area rather than a one size fits all solution for all Australia. Delivery times vary depending on the delivery address but as a general guide major cities and towns would be between 1-5 working days while more remote areas can take up to 10 working days. Deliveries can only be made where a signature to verify the delivery can be obtained. We understand that at times this would be difficult but it is necessary to protect all parties concerned.
The best addresses are where someone is home between 7am and 6pm weekdays or a business address which is open during normal business hours. Usually if delivery cannot be made, Australia Post and couriers will leave a note to make another appointment or for you to pick up that item but this cannot be taken for granted. If delivery cannot be made you will be responsible for any delivery fees incurred even though you may not receive the item.
Returns
There are 2 different types of returns, faulty goods and incorrectly ordered goods.
If you order incorrect goods we are happy to take them back with just a few conditions:
1. Please contact us first to obtain a Return Authorisation Number. Returned goods cannot be accepted without a Starlite Return Authorisation Number.
2. Incorrectly ordered goods must be returned in original packaging which is still intact. We cannot accept any incorrectly ordered goods which have been opened or if the packaging is damaged or defaced in any way. Before opening the package please check that goods are suitable for the purpose they were purchased for.
3. When returning incorrectly ordered goods please pack them in another box so that the original packaging will not be damaged by stickers, courier handling etc.
4. It is your responsibility to pay the freight charges back to Starlite. It is the customers responsibility to ensure they have a proof of delivery for goods returned to us. Goods that are shipped freight on or receiver to pay will be rejected at goods inwards in our warehouse, leaving the courier responsible.
5. Return Authorisations are only valid for 14 days.
6. All incorrectly ordered goods returned to Starlite will incur a 20% restocking fee.
Faulty goods can be returned with these conditions:
1. Please contact us first to obtain a Return Authorisation Number. Returned goods cannot be accepted without a Starlite Return Authorisation Number.
2. It is your responsibility to pay the freight charges to Starlite. It is the customers responsibility to ensure they have a proof of delivery for goods returned to us. Goods that are shipped freight on or receiver to pay will be rejected at goods inwards in our warehouse, leaving the courier responsible.
3. Return Authorisations are only valid for 14 days.
4. We are sympathetic when it comes to returns and will consider all requests for returns which do not meet these criteria on a case by case basis.
To return goods, follow the rules below:
* Please refer to our Returns Policy (above) before filling out Return Authorisation Number request form.
* All incorrectly ordered goods returns must be unopened and in saleable condition otherwise credit may be rejected.
* If the product has been tampered with in any way it will be rejected.
* Seal and secure all goods to ensure unbroken arrival or loss in transit.
* A 20% restocking fee will apply to goods being returned where original fault of supply lay not with Starlite.
* Faulty product is replaced not credited.
* Freight on return goods will not be paid by Starlite.
Thank you for ordering from Starlite!
