These FAQs will hopefully address all queries regarding delivery and returns. If you have questions about the products themselves, or cannot find the answer you need here, please email email@example.com and we will answer personally
How are delivery costs calculated?
Delivery costs are calculated using three factors:
- Delivery postcode
- Weight of the total order
- Total number of products ordered
SCHÖN does not estimate delivery costs, nor make any profit on the delivery – you only pay for what it actually costs to deliver your order to you.
As many products on the site are large and individually boxed, each box above 5kg will require its own delivery label. For smaller items, we are able to amalgamate the order into one or two boxes, depending on the size and quantity of products ordered.
Is a signature required upon delivery?
Signature is required for all orders over 500g (anything that does not fit into a secure post box). You will see a note on your order confirmation under the delivery costs total if your order requires a signature upon delivery.
Where do I find my tracking number?
Once your order has been dispatched from the warehouse (normally the business day following receipt of your Order Processing Confirmation email), you will receive an email with your tracking number, and the estimated delivery date, from our delivery provider Sendle.
Can I pickup my order instead of having it delivered?
Yes! The SCHÖN warehouse is located in Huntingwood, Sydney 2148. If you would like to collect your package yourself, please select ‘pick up’ as the delivery method and we will contact you to arrange a time to drop by the warehouse.
What happens if I do not like the product when I see it in the context of my home?
We want you to love what you buy from SCHÖN, and so do our best to describe each piece as accurately as possible. We also encourage you to reach out to our support team if you have any questions before making a purchase.
If you wish to return a product because you have changed your mind, please contact our support team as soon as possible and they can discuss options with you. At our discretion, we may offer the following terms for a return based on change of mind:
- If the product is returned in 14 days in as new condition (including original packaging), then a refund less a 30% restocking fee may be offered to you.
- If the product is returned in 14 days in as new condition (including original packaging), then a full refund may be offered to you.
Delivery costs cannot be refunded for change of mind returns, and it is also your responsibility to pay for the return delivery costs.
What if I receive the wrong product?
Sometimes mistakes occur, if you receive the wrong product, please contact our support team and an exchange for the correct product will be arranged for you.
How do I return a product that was damaged upon delivery?
If your product arrives with damaged delivery packaging, please take a photo before opening the packaging. Sometimes a little bump will occur during delivery, but the product packaging and the product itself will be undamaged.
All return requests are handled personally. Please contact our support team in the event that your item does not meet the Australian Consumer Law Guarantees, we will work collaboratively with you to find the best solution on a case by case basis. Remedies may include:
- Sending you any missing part
- Replacing a broken part, or if needed replacing the whole product
- Offering you an alternative product
- Offering you store credit to the full or partial value of the product
- Offering you a full or partial refund
In order to find the best remedy, we will ask for pictures of the packaging or the product itself.
When will my order be delivered?
In order for you to receive your order as fast as possible, all of our goods are stored locally in a warehouse in Huntingwood, Sydney. Orders are processed daily, therefore you should receive your order 2-5 working days from purchase, depending on your postcode.
More detailed delivery information, including a tracking number, will be emailed to you when your order is dispatched from the warehouse.
Will I receive a delivery window?
You will receive an estimated delivery date, as well as a tracking number, when your order is dispatched from the warehouse. Because we cannot offer a more precise delivery window, we encourage you to have your products delivered to an address where you know it can be received with a signature, like your office for example.
What if I need to change the delivery address?
If you need to change your delivery address, please contact the SCHÖN support team as soon as possible. Once you have received the tracking number, you cannot change the delivery address.