Important COVID-19 Update: Our delivery partners are experiencing delays and as a result, your order might take longer than
the time frames mentioned. We apologise for any inconvenience this may cause.
Terms & Conditions of Sale
Like all terms and conditions, it is important that you read through and understand our terms of sale before completing your order. If you have any questions please email us at info@katachiware.com.au for clarification.
Damaged Items/Delivery
While we take a lot of care in preparing and dispatching your parcel sometimes things don’t go to plan. If you have received your delivery and an item is damaged please choose from the option below that relates to you. In the unlikely event you do receive a damaged or faulty item please contact us within 7 days of receipt of your order.
- Australia Post Delivery: Please take the damaged item including all of the packaging to your local Australia Post store and submit a damaged delivery claim. Present the damaged item and the packaging at a Post Office for a damage report to be completed (only the person to whom the item is addressed can present the item). It normally takes 7 days for the courier company to investigate. If approved they will provide you with a refund on the purchase amount which allows you to place an order for the replacement item.
- Sendle Australia Delivery: If your order was delivered by Sendle Australia, please take several photos of the damage that includes the packaging, the parcel label (clearly showing the reference number), and the damaged item. Important: These all need to be displayed all in one photo for the claim to be processed. Send the photos to info@katachiware.com.au along with a copy of your order. If the claim is approved, we will organise for the damaged claim to be submitted on your behalf and organise for a replacement item to be sent.
Delivery & Lead Times
Lead-times noted at the checkout and on the Shipping & Return page are business days and in most cases deliveries turn up within the time mentioned. Delivery time estimates and can vary depending on your location and how busy couriers are. Expect delays during busy periods such as Christmas, Easter and if you are in a remote or country area, it can take longer to deliver your order. Your order is generally packed and dispatched within 1-2 business days from the time that we have received your funds. All orders come with tracking information. If you are concerned about the delivery time, you are more than welcome to contact the courier for more information. If for some reason the driver turns up and you are not available to accept your order, the driver will leave the item in a safe location unless you specify otherwise. If the driver feels that there is no safe place to leave the delivery they will return the item back to their depot and an email is sent to you letting you know that the item was not delivered.
Refunds & Exchanges
It is important you receive an item that meets your expectations so if you are not sure before purchasing from our website please call to discuss and we will help you with your selection. If you are not happy with an item, not what you were expecting or if you change your mind and are seeking an exchange, refund or credit for a stock return, the freight will be at the purchaser’s expense and a refund will be assessed once the unused goods have been returned. Proving that the goods are returned in the condition that they were sent, we will provide you with a full refund on the cost of the items purchased. To return an order please contact us within 14 days of receiving your order for a Return Authority Number. Make sure that the unused goods are securely packaged and sent to the address that we provide with a signature on delivery or tracking option. We will contact you once the goods have arrived.
Cancelling Orders
All orders paid by direct deposit, credit card or PayPal may be cancelled prior to the goods being dispatched, which is typically within 24 hours of placing the order. If your order has already been dispatched, you may return it within 28 days of receipt at your expense. Once we receive the returned goods, we will inspect them and credit your original payment method for the returned items purchase price. Please ensure that the items are properly packaged to avoid damage and obtain proof of postage in case we need to contact you regarding your return.
Faulty Products
If an item that you purchased is faulty, please contact us for a Return Authority Number. A member of our team will provide you with a delivery address to send the goods back to. Once the goods have arrived and been assessed, a refund on the purchased item price of the faulty item along with a refund on your delivery costs. All faulty goods must be returned so that we can assess the product and make improvements where required. We also ask that you include a copy of your delivery cost receipt.
Wooden Products
Please note that most of our wooden products are made from 100% natural real wood so each item will have a variation in wood grain, colour and in some cases shape. Wooden tableware is unique and you can expect to see a few flaws in the wood used and the varnish can also vary. The product photos on this website were correct at the time of setting up the product though camera lighting and computer screen resolution differences will also affect the colours of the picture. Wooden items should be cared for and not used in a microwave oven, not submerged in water, not have boiling water pored over them or use highly toxic chemicals to clean them. Doing so will damage the product or reduce its life expectancy.
