Shipping / Shipping Protection

Buyers are responsible for any and all duties and taxes that may be incurred. Please educate yourself on your country's customs requirements before purchasing so you are not caught unaware. If a parcel is returned because of customs refusal, a re-stocking fee of 20% the order value will be deducted. Shipping costs are non-refundable. 

All items are packed and shipped from Australia. Please allow 2-3 business days for processing. Shipping is calculated by weight and location. Our carrier is Australia Post who we find to offer the most competitive pricing.

* Postage within Australia is via tracked Regular Parcel Post.
* Postage internationally is via tracked Air Mail.
* Options for Express Post (domestic) can be selected at checkout.

Your order will be updated with tracking details and a confirmation email sent. Please ensure your delivery details are correct to ensure smooth delivery. We cannot be held responsible for lost, damaged or unclaimed deliveries once they enter the postal system. If an order is returned as 'return to sender/undelivered/unclaimed' the cost to re-ship will be the buyers responsibility. If an order cannot be re-shipped, a 15% restocking fee applies. Original shipping costs are non-refundable.

DOMESTIC
* Regular Parcel Post - approx. 5 business days to reach you 
* Tracking details are provided via email as soon as your order has shipped.

Free domestic (Australia) shipping is available for all orders with a total checkout value of $200 or over once any discounts have been applied. 

Please click on the tracking number provided in your shipping confirmation email, or visit auspost.com.au/tracking with the tracking number provided.

INTERNATIONAL
* Air Mail - approx. 6-10 business days from Australia. Please be aware that occasionally parcels can be held up along the way for various reasons out of our control. We've been shipping worldwide since 2008, we promise it's extremely rare for a parcel to actually go missing, but they do occasionally get held up.   
* Tracking details are provided via email as soon as your order has shipped.             

Please click on the tracking number provided in your shipping confirmation email, or once your order arrives into your own country, you can also use the same tracking number in your local postal service website for more detailed tracking info, eg. USPS for the US, Royal Mail for the UK, etc etc.

 

Shipping Protection

Shipping Protection is an optional add-on you can select at checkout. It’s designed to cover your parcel against loss or theft while in transit.

 

Why add it?

We know how much care you take in picking your one-of-a-kind treasures, and because every Renew Vintage piece is unique, we know replacing a piece isn’t as simple as sending another from the shelf. Shipping Protection ensures you’re not left out of pocket if your order doesn’t arrive safely. Instead, you’ll receive a refund or store credit so you can find another special something to love should you want to.

We like to think of it as extra “piece” of mind for those rare (but frustrating) moments when things go awry.

 

How does the claim process work?

If your package is lost or stolen simply:

1. File a claim by contacting us directly via email - hello@renewvintage.com
2. Provide any supporting info (order number, tracking details). The more comprehensive the info, the easier it will be for us to investigate your claim efficiently and effectively.
3. We’ll review your claim, investigate accordingly and resolve it appropriately*, keeping you updated every step of the way.

NOTE: Parcels marked ‘Delivered’ by the carrier but not received will be assessed on a case-by-case basis. We will work with our carrier company for an in-depth delivery assessment.

*Resolutions may differ depending on the nature of the claim.

 

Timelines & What’s Included

• You may place a claim once the carrier deems a package lost (timeframes may vary by carrier/country).
• Claims must be filed within 5 days of the tracking showing your order as “Delivered.”
• Please allow up to 30 business days for investigation of claims relating to international orders.
• Please allow up to 15 business days for investigation of claims relating to domestic (Australian) orders.

What’s not included:

• Delays due to customs.
• Incorrect addresses provided by the customer.
• Orders where Shipping Protection was not purchased at checkout.

Don’t hesitate to contact us via hello@renewvintage.com with any shipping issues that befall you – we will do our utmost to assist whenever and wherever feasible.

PLEASE NOTE: The availability and associated specifics of Renew Vintage’s Shipping Protection option are subject to change at any time. All changes will be reflected on this page at the time of introduction and will be effective for all future orders from that point until further notice.