customer care

 Delivery

How much does shipping and delivery cost?

Shipping and delivery costs vary depending on what you buy and where you live.

We charge a flat fee of $10.00 (AUD) for cushion cover deliveries valued under $150. For cushion cover orders over $150, free delivery will be offered (excluding promotional or sale items).

Shipping costs for bulky items such as cushion inserts will be estimated for you during the checkout process.  

How long will it take before I receive my order?

When in stock, small and large items will generally be despatched within 1-3 business days of placing the order. Please note this is a guide only and where possible, items will be delivered in a shorter timeframe. Likewise in busy periods the processing time may take longer. For orders placed on weekends or public holidays, the items will be sent on the following business day.

With custom orders, we will liaise with you at time of order placement on delivery timeframes as in some instances items may need to come from overseas. Please note custom orders can take up to three months for delivery.

At certain times of the year (Christmas, Easter or personal holiday periods), delivery time frames may take longer however this will be specified on the website and social media.

Do I need to be at home to accept order?

No, however you need to clearly state any special delivery instructions when placing your order. If you are not able to be home, couriers will leave item as per your instructions or they will leave a card for you to sign giving authorisation to leave in a designated area. Australia Post will leave a card in your letterbox to advise that your item is ready for collection from your local post office. 

Please note, Coastal Addiction does not take any responsibility for items damaged or stolen after delivery. If a delivery is unsuccessfully attempted and no special instructions have been provided, a second delivery fee will be incurred.

Coastal Addiction is not liable for incorrect address details or delivery information that result in non-delivery.

Can I have my items delivered to my workplace?

Yes, we can deliver items to your place of work. If you wish to have your order shipped to your work address, please specify your company name and be very specific about the address details such as unit numbers, or "level" where delivery is to a multi-storey office building, plus state hours that workplace will be open (ie, please deliver before 5pm). We do not take any responsibility for items that cannot be successfully delivered due to inaccessibility or work place policy that prevents deliveries.

Can I collect from your premises?

Yes, please liaise with Coastal Addiction if you would like to arrange collection of your purchase directly from our premises in Avalon on Sydney’s northern beaches. In special circumstances, a personal delivery may be offered. At time of check-out, please select "Pick-up".

When do deliveries occur?

Deliveries are made Monday through Friday during business hours. Weekend deliveries can be arranged under special circumstances – please talk to us to arrange. Due to the use of external companies for deliveries, exact delivery times cannot be scheduled.

What if my delivery arrives damaged or faulty?

If an item arrives water-damaged or in some way not in its original state please contact Coastal Addiction immediately (within 24 hours) and we will arrange for a replacement delivery at no cost to you. This excludes items that are left in advised location which may have been subject to weather post-delivery.  All we ask is for you to provide a photo of the damaged item plus a brief description. Items must be returned in their original or similar-standard of packaging.

Do you deliver Australia-wide and internationally?

Yes, we deliver Australia-wide and internationally (please state international at time of checkout and we will liaise with you directly to confirm shipping costs). In some cases we may not be able to deliver certain items to the door in regional or remote areas.

Can I have my items delivered to a PO Box?

Sure, providing your delivery size does not exceed Australia Post standards. In most instances, this will not be a problem.

 

Product Orders and Returns

Are your products always available?

We make every attempt to ensure the products promoted on our website are available and in stock however there may be occasions when due to circumstances beyond our control a product is no longer available or may take longer to deliver than originally stated.  If this is the case, we will let you know and give you the opportunity to change or cancel your order.
 

What are my ordering options?

  • Online (our preferred method) via www.coastaladdiction.com.au using our secure credit card facility. PayPal available in near future.
  • Direct deposit – at time of checkout, please select the direct deposit option and email receipt to nikki@coastaladdiction.com.au and we will dispatch items immediately
  • Call us directly on 0414 886 987 and we will be happy to take your order over the phone

How do you handle a refund or exchange?

Coastal Addiction will provide a refund if the product is faulty or not received in the way it was described online (see also above question, what if my delivery arrives damaged or faulty?)  Additionally, see below "change of mind" policy. Proof of fault is required via photo or video to illustrate the issue. 

Upon approval of the refund by Coastal Addiction (and return of the product if specified), you will be asked to provide bank account details and a direct deposit for the product amount (less shipping) will be made into your account within ten working days of Coastal Addiction receiving the faulty product back at their office.

Returns should be sent to: Coastal Addiction, PO Box 840, Newport NSW 2106

 What if I change my mind and want to return my purchase?

We completely understand that when purchasing online items are sometimes not what you think they will be. Please contact Coastal Addiction within 24 hours of receipt of your purchase and we will arrange an exchange or credit note.

Returned items must be unused, in the condition in which you received them and in original packaging. Please note products bought on sale or via a promotion cannot be returned. 

Courier or shipping costs for returns will be your responsibility and items must be received back at Coastal Addiction premises within 10 business days of receipt. To arrange your return, please email nikki@coastaladdiction.com.au

What is the policy for clearance or sale items?

Clearance, promotional or sale items are not eligible for a refund or to be returned. All clearance or sale items are final.

Pre-orders

When you pre-order, you are ordering an item not currently in stock but which is on order with delivery expected imminently.  Delivery times are difficult to estimate exactly as many factors are out of our control (customs, shipping times and so on) however we will endeavour to predict a timeline based on our knowledge and experience. We will stay in contact with you and inform you if there is an issue or delay.

Cushion Inserts

Inserts are not included in online sales unless purchased as a separate line item. We regret that specific insert sizes are not always available however we will endeavour to offer suggestions of where to purchase upon request.

Payments

What payment methods do you accept? 

  • We accept payment by Visa, MasterCard and direct deposit. PayPal and Afterpay coming soon.
  • All prices displayed on our web site are in Australian dollars and include applicable taxes such as GST
  • All payments are processed in Australian dollars.
  • See also "ordering options" above

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Collaborations and Special Projects

For special or custom orders pricing, payment, production and delivery will be negotiated separately with customer and invoices will be issued as per agreed amounts. 

 

Safety and Security

How do I know my transactions are secure?

We understand that trust, safety and security are at the heart of a good online shopping experience. That’s why when you purchase from Coastal Addiction the details of your transaction are passed through a secure server that uses the strongest level of encryption we can offer (256-bit SSL). Please note however, that some older web browsers are not able to support 256-bit SSL encryption and we encourage you to ensure your own browser and security software is always up to date.

Are my credit card details saved for next time?

No. We have no access to your bank details and we do not store your credit card details.

Privacy Policy 

Protecting your privacy is very important to us at Coastal Addiction and we ensure that we comply with the Australian Privacy Act. We only collect the personal information that you choose to provide and will only use this information to process your orders efficiently and to help you have an enjoyable shopping experience. 

We guarantee that your information will never be sold, rented or shared with any other company, organisation or third party.  When you subscribe to receive email updates, you will be sent regular correspondence with links to promotional offers or our website which you select by your own choice.

We do, from time-to-time, offer special promotions only to those who have registered or purchased through our site. In order to take advantage of our special offers, we encourage you to join our mailing list, which can be done through our home page; you'll receive email updates no more than once per fortnight and every email will have a link at the bottom so that, with one click, you can automatically remove yourself from our database (see unsubscribe). 

 

Oasis Marketing Pty Ltd trading as Coastal Addiction.  ACN: 081 297 225

Postal Address:  PO Box 840, Newport Beach  NSW  2106, Australia

Email:  hello@coastaladdiction.com.au

Phone: 0414 886 987