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Shipping, Returns, Payments

SHIPPING and PAYMENTS

* Payments:

- Orders placed online are paid in full at time of ordering, unless "Bank Deposit" is selected.

- When customers use the payment option: "Bank Deposit" please be aware that stock will not be allocated from our inventory until payment is fully made to Milano Republic. If customers would like us to hold the stock for them this must be done over the phone prior and bank receipt must be emailed to: accounts@milanorepublic.com.au

- Once payment has cleared you will receive an email update that your order is being processed and this indicates stock has been allocated.

 

Coupon Codes & Store Credits

  • Only 1 x Coupon Code can be used per purchase unless authorised differently by the manager.
  • Online Coupon codes & Vouchers do not apply for overseas purchases unless confirmed via email from our head office prior.
  • Store Credit is Valid for 12months on any order and can be used only ones. Also coupon code or store credit can't be used at the same time. Only one of them can be used at one time.

For information regarding BUY NOW, PAY LATER, click here

Adding a coupon code to an order to receive a discount is the responsibility of the customer and they are required to do so at checkout prior to placing the order.

Any discount/offer not redeemed by a coupon code due to not adding it to the order at time of placing or wanting to swap it to use a different code after an order is placed is not permissible and any "missed" discount is not required by Milano Republic to be provide retrospectively to the customer after an order is placed.

No cash refunds will be provided for "missed" discounts by any coupon codes not entered at checkout, but under limited circumstances and at the discretion of management, store credit may be offered.

 

Deposits - If customers pay a deposit will it be refundable?

No, The deposit is non-refundable if customers change their mind.

Milano Republic is happy to hold the stock for customers for deposit discussed with customers and payable on the invoice, however if customers change their mind the deposit remains non-refundable. (see 'refunds')

 

Cancellation of orders:

- Orders can be cancelled under certain special circumstances (please see our 'pre-order policy' and refunds policy below for further details)

- Any cancellations requested due to 'change of mind', if goods do not fit are not refundable except at the discretion of management in certain circumstances be refundable as Store Credit only (please also see 'pre-order policy' and 'refunds policy' below). 

- Admin fee of $40 plus any additional fees occurred by other parties (ZipMoney Fees, AfterPay Fees etc) will be payable by customer.

 

* Shipping:

Shipping Calculator

 shipping-steps-image1.jpg

Shipping will automatically be calculated at checkout or when viewing your cart.

Shipping is based on your postcode and physical size of the items in your order.

We don't profit from shipping (many times we contribute into the shipping) or we simply pass on couriers charges to us.

Please check all your items carefully on delivery. Once you sign the paperwork Milano Republic will not be responsible for any damages to the goods at all. For larger items Milano Republic must be notified within 24 hours of receiving the order. Milano Republic will not take any responsibility for any damages after 24 hours of receiving it. (see 'returns & damaged goods policy' below)

Fragile items might incur extra costs when shipping it out, as Fragile Couriers do charge extra. Please call 02 9570 7787 to find out more information.

 If goods are shipped overseas Milano Republic does not take any responsibility for any damages in transit at all.

 

"Sets" Option

Some products have "Sets (Reduce Shipping Cost)" options.

These are designed to save you money, as some items can be shipped with multiple items in the same box.

Therefore, please be sure to select the "Sets (Reduce Shipping Cost)" where possible if you are ordering multiples of the same item, so as to minimise your shipping costs.

Here's an example to help explain: Our Cross Dining chairs can be purchased as single chair or sets of 2.

If you were to order 6 individual chairs, our shipping calculator would calculate shipping based on 6 individual boxes.

However, if you were to select 3 x 'set of 2' sets, our shipping calculator would calculate shipping based on only 3 boxes, thus minimising your shipping cost for you automatically.

 

Delivery Schedule

1. Order will be processed by our sales team within 24-48 working hours after payment is received

2. Order will be dispatched out of the warehouse within 3-7 working days (Please be aware that with ongoing COVID-19 restrictions and impacts there are slight delays in warehouse processing and it can take up to 14 business days to prepare.)

3. Delivery should arrive within:

  • 2-7 business days after dispatch for Sydney, Melbourne & Brisbane metro, keeping in mind periods like Christmas time and other public holiday periods are very busy periods for couriers and it might take a few days longer, which is beyond our control.
  • 7-12 business days after dispatch for WA-Perth metro
  • Other regional areas might take little bit longer but feel free to ask friendly Milano Republic team members

 

Large items as TV Units, Buffets, Shelf Units are shipped with Fragile Removalist which don't always provide tracking details however they will contact customers directly. Please allow approx 2 weeks for Fragile Removalist to deliver.

Bulky and Fragile items take 7-10 extra days to dispatch from the warehouse.

Bulky and Fragile items might incur extra charges which must be paid before delivery of which you will be notified prior to the shipment leaving and must be payable before the delivery leaves the warehouse.

 

Curb Side Delivery Only

- As we use external couriers, by default all the orders are "Curb Side Delivery" and "Ground Floor Delivery". That means 1 x man on the truck and so you will be required to have at least one or two strong people on hand to carry your furniture inside.

- If a customer requires 2-man delivery, abov ground delivery, unpack, rubbish removal and etc we can organise these services for an extra charge. Please call 0295707787 to organise this. (due to the current developing situation in Vic we cannot offer any services that involve entering a premises as per our external courier guidelines. This will be revised in due course)

- Once delivery is considered 'complete' it is the customers responsibility to check for any damages to the item at time of unpacking once inside the unit or house and follow our "returns and Damages guidelines above in doing so.

- Milano Republic will not take any responsibility for any damages caused inside of the premises.

 

Incorrect Delivery Address or Failure to Accept Goods

We are not responsible if you provide us with incorrect delivery address or fail to be there to accept the delivery as arranged, therefore re-delivery charges will apply.

We use contract couriers and they will impose these re-delivery charges on us. Therefore, we do apologise but have no choice but to pass these on to you if we are not at fault.

 

Orders Shipped To Customers and Not Received:

Once orders have been shipped and are en-route to customers they can not be cancelled. If orders are not received by the customer at the delivery address, the customer will be responsible for paying the return fee cost of courier plus Milano Republic admin & warehouse restocking fee of $45. Any balance remaining after these fees have been deducted will be issued as "store credit" with a 30 day expiry.

 

Rescheduling or Change of Delivery Address

Please remember that we are just a phone call away, send us an email or chat online if you need to make changes to pre-arranged delivery time, day or location.

If the customer rejects the delivery they will be liable for re-delivery cost to them and back. Only Milano Republic can reject any deliveries to or from customers.

 

Pickups and Personal Shipping Arrangements

Customers are welcome to pick up orders from our warehouses or arrange their own delivery at their own cost.

Customers must provide 24 hours notice prior to pickup to allow our warehouse to inspect and prepare your order before your arrival to ensure a smooth collection process for you.

If someone requires an item urgently or fast than dates provided on the website please call on 02 9570 7787 or use our online chat prior placing order to see what can be arranged. 

PICK UP TIMES ARE:

Monday - Friday: 11am - 4.30pm

 

* Pre-Orders & Special Orders

- A "pre-order" means you purchase an item that is either usually stocked and available on our website or a special order item only. Sometimes a shipment of stock is on the way already OR an order has not yet been placed with our supplier to restock that item, but will be soon.

-When the customer places an order containing a pre-order item, they are either allocated one of the items in the arriving shipment (some items are so popular that our shipments sell out as pre-orders before they even arrive and so no stock is actually available for the general public until the next shipment arrives, if that one doesn't sell out too!). So by pre-ordering the customer is securing stock. 

- Given the above, when a customer places an order as a pre-order with Milano Republic, they are accepting the terms and conditions of the Milano Republic pre-order policy that there is no cash refund, only store credit that can be offered at managements discretion (as per our "Refunds" section) for an order that at the time of ordering was assigned a 'pre-order' status. You can confirm if an item was pre-order at the time of ordering by looking at your order summary email, which will indicate below the item if it was a pre-order item at the time of ordering (the same item pre-order condition or ETA would have shown on the item and in your cart summary at checkout as well).

- Pre-orders can take between 8-20 weeks depending on the item, when the next shipment is due, minimum quantities required to order from our supplier etc. Each product will indicate their specific or general ETA on the product page and in the cart and be updated in due course accordingly.

- Pre-order ETA's are quoted to Ports (Sydney or Melbourne) and approximate. Customs can take 3-7 working days for clearance and then for Milano Republic to receive the shipment can take 2-5 working days. (EG: if we are quoting delivery end of the month to Sydney/Melbourne port this means it can arrive 25th but can arrive 31st of the month. Then delivery to customer can take up to 7-10 days, depending on delivery address)

- Special made orders - items that we do not stock and are made as one-offs or special orders are non-refundable and can not be cancelled.

- ETA date of Pre-Orders are approximate and to Sydney Port only. Customer must allow reasonable time for unloading shipments and customs clearance which each one of them can take 3-5 working days.

 

* Returns & Damaged Goods:

In the rare instance you need to return your item contact will need to be made with our service team via service@milanorepublic.com.au to explain the situation and they will respond with the next steps required.

Please take note of these vital steps that should be taken upon receiving your item

- It is the customer's responsibility to check the goods at the time of pick up from the warehouse or within 24 hours of delivery.

- Please check the state of the packaging upon delivery as once the customer has signed the delivery docket the external courier will not take any responsibility for the goods

- If there is damage to the packaging please take photos prior to opening the item, in case they need to be used in a delivery damage claim.

- Please keep all packaging until you are satisfied the items are un-damaged or if there is damage, do not discard the packaging and await further instructions from our service team (NOTE - we will not be able to book a pick up courier until the furniture is packed as originally received)

- Milano Republic will not take any responsibility for damages if the goods go into storage.

- Damage claims needs to be emailed to service@milanorepublic.com.au within 24 hours of receipt of delivery and our service team will respond within 1-2 business days as to next steps.

- If damages occur due to by not proper handling of goods, during assembling by the customer such as screwing screws to hard, the damage is the customers responsibility. Milano Republic does not take responsibility for such damage caused but this will be assessed by our service team.

- For any non-damage related returns (eg change of mind), we must receive all goods back in our warehouse before any refund/store credit process will proceed.

Colours can vary as per website and if a customer needs a particular colour, inspection is required before shipping.

 

* ZipPay and AfterPay orders:

ZipPay and AfterPay orders cannot be cancelled once you have placed the order. If a manager authorises the cancellation the customer is liable for ZipPay and AfterPay cancellation fees plus a Milano Republic cancellation fee of $40.

 

* Refunds:

'Change of mind', if goods do not fit - These type ofcancellations are only refundable as Store Credit. Customer is liable for any cost in return shipping.

- Service/Damaged Goods (see "Returns & Damaged Goods above) - When you return faulty goods the goods will be inspected for damage before we can process your refund. Please allow us reasonable time to receive the return, inspect it and process your refund or store credit. All refunds must be notified via email. 

- Pre-order - when a customer places an order as a pre-order with Milano Republic, they are accepting the terms and conditions of the Milano Republic pre-order policy (see policy above) that for any cancellation of a pre-order item it is considered change of mind and therefore there is no cash refund, only store credit that can be offered at managements discretion for an order that at the time of ordering was assigned a 'pre-order' status. You can confirm if an item was pre-order at the time of ordering by looking at your order summary email, which will indicate below the item if it was a pre-order item at the time of ordering (the same item pre-order condition or ETA would have shown on the item and in your cart summary at checkout as well).

- ETA Delay - If there is an 'unreasonable' delay in ETA for a pre-order item from the quoted ETA at time of ordering, at the discretion of management Milano Republic may offer a refund of the cost of that item and related shipping costs back to the customer (cash refund or store credit is at the discretion of management). This applies to items purchased that are marked on the website as "Pre-Order" at the time the order was placed and also shown on the order receipt. For 'reasonable' delays in ETA the above point applies

- Special orders - these are non-refundable

- Out of Stock - If in the rare occasion an item was purchased online and was showing in stock at the time of ordering (excludes items marked as 'pre-order' as these can indicate the number of items coming into stock on the next shipment), there is an inventory error or an item fails a QC inspection and we have no replacement stock to offer, we offer a full refund back on the payment method the original purchase was made or a store credit for you to purchase an alternate item.

- Deposits paid - These are non-refundable (see payments section)

- Processing Time - Refunds generally are processed by Milano Republic accounts team within 5-8 business days from the time they are approved by management or accepted by the customer. 

 

* Warranty:

 Milano Republic offers one year (12 Months) warranty on the products. This warranty covers faulty materials and faulty workmanship. It does not cover wear and tear, misuse or abuse of the product.

 It is the customer's responsibility to check the goods when they receive the delivery as Milano Republic will not take any responsibility for the goods later (for any damages or missing products) once the invoice has been signed for by customer.

 If the customer has their goods in a storage area, garage etc then it is the customer's responsibility for any damages discovered at a later stage.

 We will replace goods that were damaged during delivery but it is the customer’s responsibility to inspect the goods thoroughly and report such damage immediately at the time of delivery by email with photos if possible. If an item you purchased is found to be faulty, we will provide a replacement or service and necessary support.

 We reserve the option of repairing or replacing any part(s) found to be defective in workmanship for up to a year. Customer should give us reasonable time to inspect and rectify any faults and we will attempt to inspect and rectify faults in quickest possible time.

 Every product is individually hand made product including pendants, marble tables and dining chairs. If you see on the website few different variations in the same product contact us before purchase as we don't guaranty that every product will look same as picture provided. There could be slight variations in the product as every hand made product could have slight variations. 

 Warranty will be void if products are used in non-recommend it manner (abnormal way) or if Milano Republic does not recommend furniture for commercial use. 

 

OVERSEAS (non-Australian) PURCHASES;

 

Please take note that we can not offer any guarantees outside of Australia and above conditions do not apply.

 

 

* "No Fuss" Guarantee

At Milano republic we offer "No Fuss" Guarantee

If for some reason when you receive your goods you do not like them, we will accept them back for a "Store Credit" within 7-days. A voucher will be issued for an amount equal to the price paid for the product, less the Shipping Charges & Assembly Charges as these charges are billed separately from our couriers. This voucher can be used for future shopping. Returns will be accepted within 7-days of delivery. Return delivery is made at the customer's expense. Conditions apply.

 If customer receive goods and they are damage customers MUST email pictures, descriptions of damage and full details email to: sales@milanorepublic.com.au within 24hours of delivery. Milano Republic will review problems and will repair, replace or refund the order. Milano Republic will repair or replace first and only if we can't repair it or replace it then we will refund the item. If Milano Republic is organising to return goods back to us customer will be responsible for courier fees.

If goods are found not faulty customer will be charged delivery fees back. Customers must choose carefully as some colours of timber can vary from shipment to shipment. If there is colour which customers must received please contact us before ordering. 

 Customers must choose carefully as Milano Republic will not do refund If goods don't fit inside the room, dining tables are rocking because of uneven floors and etc. It is customer responsibility that all of these above are well made. On timber goods (as light walnut or dark walnut) or marble there can be variations in the goods as every season the colour of tree grows differently and marble as well can appear in different colours. If customer is not happy with the colour they will be responsible for freight charges. If you need exact colour please call us before ordering. Milano Republic will not refund the freight charge to customer and from customer. 

Special orders will not be canceled..

 

Customers MUST always follow and be aware of below:

  1. Customers must notify us within 24 hours. If customer seems more different products on the website please contact us because every product is individually made and there could be slight variation within the product structure or look. 
  2. We would like to be notified of your intention immediately via email.
  3. Returns can't be done for special orders which are not on website.
  4. The goods returned under the "No Fuss" Guarantee, must not be soiled, worn or used or damaged after the delivery.
  5. Returned goods must be in their original condition and packaged in their original packaging. Under warranty returned goods MUST HAVE original packaging as customer received it. Couriers will not pick up any goods without original packaging.
  6. Cost of returning the goods to Milano Republic will be the buyer’s responsibility. Delivery fees is clearly cost to us and Milano Republic is strictly NOT profiting on freight charges. We only pass the delivery charge onto customers.
  7. Any delivery charges to you the buyer will not be reimbursed.
  8. We do not accept exchanges based on colour preferences. Colours may vary slightly from photos taken because of photography or screen colour differences.
  9. Milano Republic Pty Ltd reserves the right to change these conditions without notice.
  10. Products are measured from our showroom but measurements can vary 1-2cm higher or lower. If you need exact measurements to fit under the table or to make sure a product is not too low or too high before you purchase it please give us call. We are happy to measure it for you to make sure your product is perfect for your need.
  11. To exchange goods or return goods for store credit or customer cancellations for pre-orders or goods changes will apply admin fee or if customer changed his/her mind there is handling fee of $40 for any goods if return/exchange (Pick up old ones or Drop off new ones) or store credit has to be organised or order has to be canceled. 
  12. No refund for goods which has to be order in advance.
  13. Hand Made Products: Colour of timber, leather and etc can vary from shipment to shipment. If customer would like exact colour what is on the website please let us know and we are more than happy to assist and organise it.
  14. Lights, dining chairs and marble tables are all hand made products and size, colour or wiring might slightly vary as every hand made product will. If you don't want variations please contact us before placing order. 
  15. Orders made especially for customers can't be canceled unless our supplier is able to cancel it.
  16. Any Pre-Orders mentioned on the website are pre-orders to our warehouse not delivered to our customers. If customers are not prepared to wait do not pre-order.
  17. Fragile items are recommend it to use Fragile Couriers for extra cost.
  18. If customers organise their own shipping back to our warehouse customers are responsible for that cost. Milano Republic is not refunding shipping back to customers. 
  19. If customers place order and then cancel it before warehouse does dispatch it out there will be admin fee of $40 plus any additional fees occurred by other parties (as ZipMoney Fees, AfterPay Fees and etc) will be payable by customer.
  20. Colours can vary and if customers needs particular colour inspection is required. 

 

Please remember that we will always try to assist in any way we can with any questions and concerns you might have. Just give us a call or email us prior to ordering and we will be more than happy to assist.