Shipping policy
Shipping & Delivery Policy
At Farmhouse Sinks Australia, we understand the importance of delivering your new sink, tapware or accessories safely and in excellent condition.
We work with experienced freight and logistics providers who are accustomed to handling fragile, heavy and carefully finished products. Every order is packaged with care to minimise the risk of damage during transport.
Delivery Arrangements
Our freight partners may contact you before delivery to confirm your availability or obtain instructions regarding delivery to your nominated address.
While this is common practice, advance contact cannot always be guaranteed, as deliveries may be undertaken by third-party carriers within our freight network.
We will make reasonable efforts to accommodate requests for delivery on particular dates. However, requested delivery dates are not guaranteed unless expressly confirmed by us.
Estimated delivery timeframes may be affected by carrier schedules, regional delivery arrangements and circumstances outside our reasonable control.
If you have specific delivery requirements, please contact our customer service team before placing your order.
Receiving Your Delivery
We recommend that someone is available to receive and inspect your delivery.
Where possible, please check the external packaging for visible signs of damage before accepting the goods.
If the packaging appears damaged, we recommend photographing it and asking the driver to record the condition on the delivery documentation, where practical.
Please retain the original packaging until you have inspected your purchase.
Unpacking Your Farmhouse Sink
Fireclay sinks are substantial ceramic products and should be unpacked carefully.
To protect your sink and avoid accidental damage:
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Place the packaged sink on a stable, suitable surface before unpacking.
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Avoid using knives, razor blades or other sharp objects to remove packaging.
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Where necessary, use rounded-tip scissors and take care not to contact the glazed surface.
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Remove protective materials gradually, supporting the sink as required.
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Inspect the sink carefully before moving it into its final installation position.
Due to the weight of fireclay sinks, we recommend using appropriate assistance when lifting or positioning the product.
Do not commence installation or make final benchtop cut-outs until you have inspected and measured the actual sink supplied.
Reporting Damage or Imperfections
Although every effort is made to ensure products arrive in excellent condition, transport damage can occasionally occur.
If you discover damage, an imperfection or an incorrect product, please contact our customer service team as soon as reasonably practicable.
For efficient assessment, we recommend providing:
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Your order number.
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Photographs clearly showing the affected area.
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Photographs of the external and internal packaging, where available.
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A brief description of the issue.
We encourage customers to report visible transport damage within 24 hours of delivery wherever possible. This helps us investigate the circumstances and communicate promptly with our freight partners.
However, the 24-hour period is a recommended reporting timeframe, not a deadline for exercising your rights under Australian Consumer Law.
Please retain the packaging until we have reviewed your enquiry and advised whether it is required for collection or inspection.
We will assess the information and arrange an appropriate resolution in accordance with our Returns & Refunds Policy and Australian Consumer Law.
Delivery Enquiries
For delivery updates, freight enquiries or assistance with a damaged shipment, please contact:
The Farmhouse Sink Company Pty Ltd
Trading as Farmhouse Sinks Australia
Unit 4, 37 North Link Place
Virginia, Queensland 4014
Australia
Phone: 1800 111 566
Email: salesau@farmhousesinks.com
Website: www.farmhousesinks.com.au
Your Consumer Rights
Nothing in this Shipping & Delivery Policy excludes, restricts or modifies any rights or remedies available under Australian Consumer Law.
Where products are damaged in transit, incorrectly supplied or otherwise fail to meet applicable consumer guarantees, we will provide the remedies required by law.