FAQ'S

 
CAN I ORDER BY TELEPHONE OR FAX?

You may order by telephone as long as you agree to allow us to complete the requested personal registration and payment details (Mastercard, Visa or Amex) on your behalf.  You will still be sent an automated confirmation email and receive updates on the status of your order just as you would if you had placed your order online. 

We do not accept orders by fax.

I DO NOT LIVE IN AUSTRALIA, CAN I STILL ORDER FROM YOU?
At this stage we do not offer overseas shipping from our Online Store checkout, however we would be more than happy to assist in quoting for International Delivery.  Please contact us via email at home@theboathousegroup.com.au to discuss.
CAN I USE A BOATHOUSE GIFT CARD I HAVE BEEN GIVEN TO PURCHASE ONLINE?
At this stage, this is not an option when purchasing from the online store.           You are able to use your Boathouse gift card in-store at anytime or at any of our cafes.

 

CAN I PURCHASE AN E-GIFT CARD?

Once you purchase a gift card, the physical card will be sent to you. We do not offer e-gift cards.
DOES YOUR WEBSITE SHOW IF ITEMS ARE OUT OF STOCK?
We try to always ensure the accuracy of our stock levels, however there may be some instances where orders may be placed before inventory levels are updated.  If you place an order for a product that is deemed to be out of stock or unavailable, you will be contacted and updated on approximate lead times or offered a full refund.
 
CAN YOU GIFT-WRAP ITEMS I ORDER ONLINE?
Absolutely!  We would love to gift-wrap your purchase for you.  There will be an option at check out where you can choose to have your item gift-wrapped, there is no fee for this.  Furniture or large homewares items are not able to be gift wrapped, however will be sufficiently packaged to prevent breakages during its travel to you.
ARE MY PAYMENT DETAILS HANDLED SECURELY?
We take security of your personal information + payment details seriously, and our site is secured accordingly.
HOW MUCH DO YOU CHARGE FOR DELIVERY?
Orders are dispatched with Australia Post.

SHIPPING METHOD COST ESTIMATED DELIVERY + COLLECTION TIMES
Standard shipping $15.00 Australia wide 5-7 days
Express shipping $22.00 Australia wide 1-2 days
Instore pickup $0.00 Same day if ordered before 11am

 

PRICES

All prices quoted online include GST. All prices quoted online exclude shipping and delivery charges.
HOW DO I USE zipPay?
1.  Add items to your shopping bag and checkout as normal
2.  Select zipPay as your payment method - you will be redirected to the zipPay website
3. Register or login to your zipPay account

4.  Enter or verify your payment details then confirm your order

Please note: The funds for the first payment must be available on your nominated card at the time of checkout.

For more information about zipPay terms and conditions, visit the zipPay website www. www.zippay.com.au

CAN I ORDER ONLINE AND COLLECT MY ITEMS FROM YOUR VENUES?
Yes! You can select ‘Collect from The Boathouse Home store’ at checkout.
Due to our Online Store being operated separately to our cafes and venues, we are only able to offer collection from the Home store. Alternatively normal shipping methods are available.

 

CAN ORDERS BE SENT TO MY PO BOX ADDRESS?
Due to Australia Post requiring a signature on delivery, orders can only be sent to residential or business addresses within Australia – unfortunately a PO Box address does not fall within this category.

 

WHAT IS THE RETURN AND EXCHANGE POLICY?
We do not offer refunds for incorrect choice or change of mind of an item.
We do happily issue a credit note if the item is returned in perfect condition within 10 days of purchase. Please choose carefully as we do not offer refunds or exchanges for sale or discounted items.

 

I HAVE RECEIVED A FAULTY OR DAMAGED ITEM, WHAT SHOULD I DO?
We carefully pack all orders to ensure that your items arrive to you in the best condition. In the event that your order arrives damaged, faulty or incorrect, you must contact our office within 48 hours of your order being signed for.We will provide instructions on how to return items and arrange immediate delivery of any faulty, incorrect or damaged items. Our online store office is only open during weekday business hours for any enquiries. For all damaged or faulty goods images MUST be provided.
Please contact us on:

Ph: (02) 8076 7578 home@theboathousegroup.com.au

Additional questions
If we were unable to answer your questions above, you can contact us: 7 days a week, 9am to 5pm

Ph: (02) 8076 7578 home@theboathousegroup.com.au