SHIPPING AND CREDITS
UK / European Customers
(Australian / NZ Customers please go to the Australian Website)
How are the goods shipped?
A
bulk shipment containing a collection of orders is sent fortnightly with a freight
company (BAX Global) from Melbourne, Australia to Birmingham, UK.
Individual orders are then dispatched and delivered to your door by courier
(TNT).
Do I pay for carriage?
A fixed amount of £10 is charged for carriage, customs duty and clearance costs. For orders greater than £350 this charge is waived.
Do I have to clear the goods through
customs?
No, Look East Australia imports the goods.
How long will my order take to arrive at my
door?
On average, it will be 10-12 days between placing an
order and receiving the goods. However, this period may vary, and delivery
time can be as little as 8-9 days or as much as around two weeks or more,
depending upon:
1) How close to the shipment time your order is received (if
it is received after Wednesday evening UK time, this can delay dispatch by
nearly one week – see below)
2) How close your business is located to
Birmingham (the distribution centre)
3) The workload at our warehouse (for
example,we are busier just after a trade fair)
4) Unforseen circumstances
When should I place an order, to make
the weekly shipment?
If we receive your order by Wednesday
evening (UK time), your goods will be packed and ready for the shipment which
leaves us on a Saturday (Australian time). (NB Remember that for all customers
who are not on ’30 days net’ account terms, goods will not be shipped until
payment is cleared).
Can I receive a credit /refund for broken or
damaged items?
Yes, refunds will be credited to your account,
with the following conditions:
1) The cost of items can only be refunded if
damaged or sent in error (not for ‘change of mind’)
2) Refunds apply only up
to 2 months from purchase of goods
It is not necessary to return the goods to
us! Please fax, email or post a completed credit request form to our UK Manager
Debbie Oakes: (ph/fax 01572787778, email debbie.oakes@lookeastaustralia.com)
listing the codes and quantities of damaged stock. This form can be
obtained from LEA (uksales@lookeast.com.au) or from
Debbie, or downloaded as a pdf from the website.
What do I do if the wrong items are sent?
These
can be returned to the UK Manager Debbie Oakes (contact details above) along
with a completed credit request form. The postage cost will be credited to
your account (please use 2nd class post).
What do I do if an insufficient quantity of
an item(s) is received?
Please inform the UK Manager (see
above).and we will either forward the omitted items or credit your account
accordingly.
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