Frequently Asked Questions
Shipping and Delivery
How long will it take to receive my order?
Typically, in-stock items will be delivered to metropolitan areas within 3-10 business days. For regional areas, please allow approximately 10-14 business days. Out of stock, custom or special orders may take up to 14 weeks. You will receive a shipping confirmation email when the order has been successfully despatched from our warehouse, advising you of a Tracking Number that can be used to follow the progress of your order. We will notify you if the item you have selected is out of stock.
What is the cost of delivery?
The delivery fee is calculated by the size and weight of the item(s), plus the delivery address. To calculate your delivery, simply enter your postcode in the delivery cost calculator at checkout. Alternatively, delivery costs will be automatically calculated at checkout and displayed as a line item in your costs.
Do you deliver Australia-wide?
Yes, we deliver Australia-wide. In some cases we may not be able to deliver certain items door-to-door in regional or remote areas. For delivery to remote areas please contact email@example.com for a quote and any special requirements.
How will my order be delivered?
We use courier services to ship most products, though items that are too large are shipped via specialised carrier. In most cases, these specialised carriers will call you prior to delivering your order to arrange a convenient delivery time during business hours. Our commercial orders will be delivered either kerbside or to the building's loading dock, if available.
If you require extra services such as a delivery appointment or to arrange receipt of your order to a location other than a ground floor address, please contact us at firstname.lastname@example.org.
Does someone need to be home to accept delivery?
It is required that someone is available to accept delivery as we use a secure courier who requires signature upon delivery as proof of receipt. If this is inconvenient, we recommend having your order sent to your work address if being home during business hours is not an option.
Furthermore, our carriers provide door-to-door service at ground level only, which does not include carrying the items inside, carrying items upstairs, placement, or removal of packaging. We recommend that if your order includes larger or heavy items or you are not comfortable carrying your items on your own, you should have an additional person at your end to assist you with the placement of your items inside.
What happens if I’m not home to receive my delivery?
If you are not available to receive your delivery, a delivery note from the courier will be left with further instructions.
My items have not arrived yet – what can I do?
Please allow up to 14 business days for all deliveries from the day you received the order confirmation. For any concern, please do not hesitate to email email@example.com.
What happens if my items arrive damaged or defective?
Please inspect your purchase immediately upon receipt. If you believe your purchase is defective or has been damaged in transit, please contact us at firstname.lastname@example.org and we will work with you to remedy the situation.
Can I pick up my order direct from Remodern?
When purchasing online, you have the option to pick up your order from the Remodern warehouse, free of charge, during business hours Monday – Friday by appointment only. Simply select the “Pick up” option at checkout. When you complete your payment we will send you an email confirmation that will also inform you when your order is ready for collection. We will then contact you to schedule a pick-up time that best suits you.
When picking up your items, you're required to supply a copy of your email/order confirmation, photo ID and credit card used to make the purchase. (If you pay via PayPal, your credit card is not required).
Do your products require assembly?
Some products require simple assembly. To determine if the product you're interested in requires assembly, go to the Specification section on each of our product pages.
How do I know if my order has been successfully processed?
When you place an order with us, you will receive an Order Confirmation – this will be sent to the email address used to log in or the email address provided when checking out. The Order Confirmation will include an individual Order Number and details of your order. If you notice a discrepancy on your Order Confirmation please notify us at email@example.com to ensure corrections can be made. Please reference the Individual Order Number in the subject line of your email. Once the order has been processed, you will receive another email confirming despatch as well as the relevant details for tracking your delivery.
When will my order be shipped – and how will I know?
All orders will be processed within 3 business days [excluding public holidays] of the order being entered into our system. You will receive a shipping confirmation email when the order has been successfully despatched from our warehouse, advising you of a Tracking Number that can be used to follow the progress of your order.
What happens if an item is out stock?
In the event that an item is out of stock, we will contact you immediately and advise you of availability and estimated shipping and delivery times. If you have paid for an item(s) that has subsequently sold out or is unavailable, we will provide you with options to amend, cancel or place your order on backorder.
How do I check the status of my order?
Order status updates are communicated via email. If you have created an account, you can log in and check the status of your order online via My account. To register as a member, go to create an account and follow the instructions.Once your order has been despatched, you will receive an email outlining the tracking details with the courier.
Do you offer custom finishes?
Custom order options may be available for large-volume orders. Please contact firstname.lastname@example.org for more information.
What are my payment options?
We accept payment by Visa, Mastercard and Paypal. Remodern Gift cards are also accepted online. All prices displayed on our website are in Australian dollars and include applicable taxes such as GST. All payments are processed in Australian dollars.
Is your website secure?
The security of your personal information is important to us. All transactions on this website are processed using the eWAY Payment Gateway, a secure online gateway that offers the most advanced credit card security. eWay uses the latest Secure Sockets Layer (SSL) 128-bit encryption technology to protect your personal data and ensure that it is transmitted securely, and is endorsed by all major banks in Australia.
Does pricing include GST?
All pricing is in AUD and includes GST.
Returns & Refunds
Does Remodern provide refunds?
Please choose carefully. We do not offer refunds for change of mind purchases but will gladly exchange or issue a credit (less the return delivery cost) provided items are returned within 14 days of purchase and in their original condition and packaging. No exchange or refunds offered on sale items. Where items are damaged or defective, you can choose between a refund, exchange or credit. For more information on returns please visit our Returns & Exchanges page.
How do I return my purchase?
If you wish to return an item(s), please contact email@example.com and advise us that you would like to return your purchase. We kindly ask you to include your purchase order number so we can find your order details. The item(s) must be returned in its original unmarked condition and packaging, including assembly tools and instruction sheets. For more information on returns please visit our Returns & Refunds page.
What are the shipping costs for returns?
Your item(s) can be returned within 14 days of the purchase date providing the item(s) is in its original condition and packaging. If the item(s) is not damaged or defective, you will receive a full credit, less the outbound shipping costs. Shipping costs will vary according to the item(s), courier and location.
In the unlikely event, you receive a damaged or defective item(s) or if you have a warranty claim, please contact firstname.lastname@example.org. Photos are required to support the assessment of your claim. If the warranty claim is accepted, we will arrange a replacement, credit or a full refund for the item(s) and cover all associated freight costs (if receipt of return delivery costs are provided).
How will I be refunded?
Refunds for damaged and defective item(s) are issued via the same transaction method used in the original purchase. For example, if you used a credit card as your payment method, the purchase amount will be issued to your credit card. For more information please visit our Returns & Refunds page.
Do your products come with warranty?
Remodern provides a manufacturer’s warranty to the original purchaser against defects in materials and workmanship. This warranty is limited to twelve (12) months from the date of despatch of the relevant goods from our warehouse. For further information, refer to our warranty terms and conditions.