Shipping & Returns
We believe that honesty is the best policy.
Our goal is to be as transparent as possible when it comes to shipping and returns information, so that you don't need to wonder or worry whether your item has shipped out or not, where it's located, or what to do if it turns out to be not what you expected. Below is how we manage shipment and returns for all orders.
Shipping & Handling
We know the feeling of anticipation when waiting for an online order to arrive and eagerly checking the mail box every day to see if it's arrived!
How we handle each order:
1. Once we have received your order, we will begin preparing your kit. In most cases, it will take 1-3 business days to prepare. However, due to the current Covid-19 situation, some disruptions may occur with shipments from our international suppliers. In these instances, we will include this information in the shipping section during checkout to give you a clear indication of the amount of time it will take to prepare your order.
2. When we have finished preparing your order, we will send you an email notification. All of our orders come with complimentary tracking, and this email notification will include your unique tracking number.
3. We will also send you a second email including unique links to the setup instructions and support to help you get started when your new J Tanner Deconstructed kit arrives.
We ship all orders from the Gold Coast, Australia.
For orders within Australia, delivery usually takes between 1-4 business days, depending on your location.
For international orders, delivery usually takes between 1-2 weeks to arrive, depending on your location. However, please note that due to the current Covid-19 situation, most couriers are reporting significant delays to international delivery routes.
Returns and exchanges
We understand that sometimes in life, things don't work out as expected! In the off chance you may need to return or exchange an item, below is our process.
We accept returns and exchanges for any reason within 30 days of you receiving your item (once the package has been marked as delivered by our courier). After 30 days and up to 1 year after purchase, we will accept returns for defects.
For returns due to change of mind, the product needs to be returned in an unused condition with all pieces, and in the case of our DIY Kits it needs to not be assembled. This includes any attempts at gluing or stitching the product together prior to returning.
If the item was personalised with initials, monograms, or any other text/markings, we will charge a restocking fee to replace the piece that was personalised (as it will be very unlikely another customer with the same initials will reorder that item with the same requests). If you would like to understand what the potential restocking fee could be before or after ordering, please don't hesitate to send us a message through the chat function, or email us at firstname.lastname@example.org
In the (very) rare case where an item is defective, we of course will refund or replace your item without any restocking fee. Defects are accepted where the item does not last as expected due to a manufacturing fault. With our DIY Kits, this will not include failure due to stitching/gluing/assembly, although we are always happy to help and provide guidance on how to fix any issues.
Please also note that the leather we use is natural vegetable tanned leather, and will often come with natural variations and small markings from that animal. While our process is to minimise any distracting markings, please note that small markings is normal, and not considered a defect.
If an item is returned due to change of mind, the shipping fee will be covered by the customer. However, if the item is deemed defective, we will either provide a credit or cover the cost of shipping. Outbound shipping cannot be refunded.
For all accepted returns, we are happy to offer our customers either a refund (excluding shipping and any restocking fees where applicable) or an exchange for another product. If a refund is chosen, the refund will be processed within 14 days of receiving the item.
Still have questions?
We are always happy to help.
Simply send us a message in the chat function on our website, or contact us here.