Shipping Policy

Your items will be delivered by one of our trusted courier partners, who will bring them directly to your designated front entrance, door, reception area, foyer, or any other suitable parcel receiving location. Please note that our couriers are unable to assist in bringing the goods beyond your front door. Additionally, we regret to inform you that our courier partners cannot accommodate specific requests for exact delivery times or dates. 

By accepting this policy, you are granting us permission to authorize the courier to leave the item in a safe place if you are unavailable to receive it. If you do not wish to authorize this, please inform us accordingly by leaving a note when check out or email us to info@tuala.com.au.

If you choose not to authorize the courier to leave the item in a safe place, it becomes the responsibility of customers to ensure they are available to receive their shipments or to make suitable alternative arrangements for receiving delivery. Customers will be responsible for covering any additional costs incurred for re-deliveries or adjustments after the order has been dispatched.

If your order includes multiple items, we may ship your items separately, at no additional shipping cost to you.

Faults and damages

Upon receiving your order, it is imperative to inspect the items within 48 hours. Should you discover any damage, incorrect items, or faults, it is essential to notify us within this timeframe. Please provide evidence of the damage via email so that we can facilitate a replacement for you. Our items are dispatched in pristine, brand-new condition, and are thoroughly checked for any defects or missing parts prior to shipment.

It is the responsibility of customers to ensure they are available to receive their shipments or to arrange suitable alternative arrangements for delivery. Any necessary re-deliveries or adjustments will incur a re-delivery fee imposed by the courier company. Once the shipment has been dispatched, the courier assumes responsibility for its safe delivery.

Please note that claims or responsibilities cannot be accepted beyond the 48-hour window, as our shipping company cannot guarantee that any damage occurred post-receipt of the item or during the installation process. Claims must be made within this timeframe to be eligible for coverage under the shipping provider's insurance. Failure to do so will result in the customer being deemed to have accepted the goods and assuming liability for them.

Time frame for delivery

As soon as your order has been placed with us, items will be dispatched within 2 business days depending on stock availability. A tracking link will be sent to you immediately upon dispatch.

Sydney Metro & ACT: approximately 1-3 Business days

NSW Rural/Melbourne Metro: approximately 3-5 Business days

SA/QLD/VIC: approximately 5-10 Business days

TAS/WA/NT: approximately 7-10 Business days