Shipping, payment and returns
At French Knot we believe that our community comes first. Following the advice from WHO and Australia's health professionals, we are taking a number of steps to ensure that we are doing our part to control the spread of the virus, We are socially distancing and being vigilant about cleaning and sanitisation in the warehouse. From Monday 16 March we changed the way we work. All staff that can work from home are working from home and our warehouse staff are working in shifts to reduce contact between people. Australia Post and other carriers are implementing no contact deliveries in order to reduce person-to-person contact. We have also closed our warehouse to the public for the time being. We wish you and all your loved ones the very best during this very difficult period.
The cost of postage and handling for homewares within Australia varies widely depending on the size and weight of the items your order. To see what your shipping will be, simply add the items to your cart, scroll down and you will see the Postage Calculator. Just enter your postcode and click the little update button and the postage cost will appear. In some cases, for rural postcodes, if your order needs to be packed in multiple packages or is otherwise unusually bulky, our online postage calculator may not be able to accurately calculate your shipping charges. These instances are rare but should this arise, we will get in touch with you to let you know. If you have any queries about freight charges, please don't hesitate to get in contact with us on 02 9146 4720.
To reduce unnecessary waste, we use recycled packaging whenever possible to send out your items.
The warehouse is open weekdays, except Public Holidays, for pack and despatch of orders. If you are coming to collect an order, note that we are open 9.30am to 4pm weekdays. * To comply with the need for social distancing during the COVID-19 mitigation period, the warehouse will not be open to the public for picking up orders or for viewing products. We do apologise for the inconvenience but will resume normal operations once health authorities indicate that it is suitable to do so. Note that unfortunately we do not have space for a showroom at our warehouse and so you won't be able to browse our whole range of homewares when you visit. If you would like to view some items, it's best to bring a list of items you'd like to view and we can get them off the shelves for you to look at.
Australia Post deliveries
We use Australia Post's tracked parcel system for a secure and reliable service on all parcels less than 100cm in length. If you aren't home when Australia Post attempt to deliver, they will look for a safe place to leave the item and take a photo of the parcel as proof that it was delivered safely. If they can't see a safe place to leave your parcel, they will leave a card and take the parcel to your local Post Office for you to collect.
* For signature on delivery parcels, during the COVID-19 mitigation period, Australia Post employees will ask your name and sign on your behalf. The parcel cannot be put into your hands but will be placed on a suitable surface - porch or post office counter - for you to pick up. Thank you for your understanding and cooperation during this time.
We despatch daily at midday and most orders will go out the day after the order is received depending on volume of orders in the system. Most orders are sent with Australia Post and delivery to major cities on the east coast will take approximately 1-3 days from date of despatch. Items going to Adelaide can take 3-4 days and items to Perth can take around 5 days. These timeframes are not guaranteed by Australia Post.
Items that are custom made, on backorder or are despatched from our suppliers' warehouses, may take a few days longer to be despatched and will be sent by courier. Please let us know if there is a safe place to leave the item if you are not home to avoid any redelivery issues. See details below under 'Courier deliveries'.
If you are concerned about when you might receive your item, please contact us at email@example.com.
Many of our doormats, furniture and items over 100cm long are sent with a courier. Please do let us know if it is ok for the courier to leave the parcel in a safe place out of the weather if you are not home. If you are not home and you have not given authority to leave the parcel, you will have to contact the carrier to organise a redelivery. This may incur an additional fee to you. Note that couriers can deliver to any street address in Australia so you are welcome to put a work address or that of your local post office if you are in a very rural location.
Custom made items
Most of our ribbon memo boards are made to order and so they take up to 7 days to be made. Once they have been made we despatch them to you. Delivery time depends on how distant you are from Sydney.
Local pick up
Local Sydney customers are welcome to collect their items from us at our Peakhurst warehouse (excludes items held at our other warehouses - see below). To pay no shipping and collect your items from our warehouse, enter MYLOCAL in the promo code box in your cart and click Update. Use this only for orders you will pick up. It will remove your shipping charges and your items will be kept aside for you to collect from our Peakhurst warehouse. If you use the MYLOCAL promo code, your items will not be posted out to you.
Note that we do not have space for a showroom at our warehouse and so you won't be able to browse our whole range of homewares when you visit. Please bring a list of items you'd like to view and we can get them off the shelves for you to look at.
Items not available for local pickup
Please note that as some of our furniture, doormats and bed linen are held in other warehouses, these are not available for local pickup. If you would like to check before ordering, please contact us and we'll be happy to help. If you order one of these items without paying for postage, we will contact you to arrange payment of postage.
If you have any queries, simply contact us on 02 9146 4720 or firstname.lastname@example.org. We are open Monday to Friday, 9.30am to 4.30pm.
International, interstate and bulky item shipping
Our shipping calculator will only calculate postage within Australia for regular post only (not Express Post). If you require Express Post, please contact us to find out what the additional charges will be and arrange payment.
If you place and pay for an order from an international location we will refund your payment in full.
We accept payment by Visa or Mastercard or through PayPal. Once you confirm your order, you can choose to either pay securely by credit card or you can be directed to the PayPal website where you can pay with your PayPal account. If you have any queries or concerns, please do give us a call in the office on 02 9146 4720 for assistance.
Returns and refunds
We are sure you will be delighted with the quality of the items you order and we endeavour to describe all items as accurately as possible through our product photos and descriptions. However, if you're not happy with the item you receive, please contact us at email@example.com or on 02 9146 4720 within 10 days to discuss an exchange or refund*. (*Sale items and custom made items excluded unless they arrive faulty or damaged.)
However please choose your items carefully as return postage is at the buyer's expense for change or mind. Returned items must be in unused, brand new saleable condition, in the original packaging with all tags attached. Please ship in protective packaging as goods damaged in return shipping will not be refunded.
As our ribbon notice boards are all custom made to order, there are no returns for change of mind on custom made items unless they are found to be faulty.
Damaged or faulty items
We check all items before shipping but if you should receive an item that is faulty, damaged or not as described, we will offer a full refund or replacement item. Please contact us at firstname.lastname@example.org or on 02 9146 4720 within 10 days to discuss. We usually request photos to confirm that the item is faulty, damaged or not as described but we do reserve the right to request that items be returned for inspection before issuing a refund. Please ship in protective packaging as goods damaged in return shipping will not be refunded. Once we have received the item back in good order and confirmed the fault or damage, we will refund both the cost of the item and the shipping costs or provide a replacement item.
Any item that is returned used or has been damaged after receipt by the customer will not be accepted for refund. After receipt of the item, storage and return shipping is the responsibility of the buyer.
Gift wrapping is available for items held in our Peakhurst warehouse and that are small enough to be giftwrapped. Some examples of items that can't be giftwrapped include doormats, furniture and picnic baskets. If you would like your items giftwrapped, please add Giftwrapping to your cart before you check out.
If you pay for giftwrapping on an item that cannot be wrapped, we will refund the cost of the giftwrapping back to you and then post your item out without giftwrapping.