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
Please ensure that you have read through our terms and conditions of sale before completing your purchase.
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
Time noted at the checkout and on the Shipping & Return page are business days and in most cases deliveries turn up within the time mentioned. Times mentioned are only 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.
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 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. To return an order please contact us within 14 days of receiving your order for a Return Authority Number. Then 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.
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.
