Shipping Policy

Shipping & Delivery Policy

At The Artisans Bottega, we aim to process, pack and dispatch orders as quickly and efficiently as possible. We work with a network of third-party couriers and transport providers to deliver orders throughout Australia and to selected international destinations.

Please review this policy before placing your order. It contains important information about processing times, delivery services, Authority to Leave, Click & Collect, international shipping, heavy deliveries and additional freight charges.

Order Processing and Dispatch

Online orders are generally processed and dispatched within 1 to 7 business days, subject to stock availability and warehouse workload.

The 1 to 7 business day timeframe refers to order processing and dispatch only. It does not include the time taken by the courier to deliver your order after dispatch.

Orders are processed during business hours and exclude weekends and public holidays.

Some products may need to be transferred between our Epping, Laverton North and warehouse locations before an order can be dispatched. Store transfers are generally completed once per week, so additional processing time may apply.

Once an order has been dispatched, delivery times are determined by the carrier and may be affected by courier delays, network disruptions, weather, peak periods, remote locations and other circumstances outside our control.

All delivery timeframes provided by The Artisans Bottega or a carrier are estimates unless expressly stated otherwise.

Dispatch Process

Orders are generally picked and packed in the order they are received.

As a small team, we work to dispatch orders as quickly as possible while ensuring products are checked and securely packed.

Orders are not automatically prioritised because a particular standard freight option has been selected.

If you have an urgent requirement, please contact us before or immediately after placing your order. We will do our best to assist, but urgent or same-day dispatch cannot be guaranteed and depends on stock availability, warehouse workload and courier availability.

Standard Shipping Options

Our website may display Standard Shipping 1, Standard Shipping 2 and Standard Shipping 3 at checkout.

These are different standard freight services provided by available carriers. Availability and pricing can vary depending on:

your delivery location;
the products ordered;
parcel dimensions;
total weight;
carrier availability; and
any special freight requirements.

The different options allow customers to select from the available standard freight quotes for their order.

Choosing a more expensive standard shipping option does not mean the service is express.

Standard Shipping 1, 2 and 3 are standard delivery services unless expressly identified otherwise.

Express Shipping Requests

Express shipping is available by request only and is subject to warehouse workload, stock availability and carrier availability.

If you require express shipping:

place your order using one of the available standard shipping options at checkout;
contact us or raise a support ticket as soon as possible to request an express freight quote;
our team will obtain an express freight quote where available; and
if you accept the quote, we will issue an invoice for the additional express freight charge.

The additional charge can be paid by credit card or bank transfer, using the payment details provided with the invoice.

Where possible, express requests should be submitted before 12 pm to give our warehouse team sufficient time to assess the request before afternoon courier collections.

Express requests received after this time may not be processed on the same business day.

Express shipping requests are not guaranteed. Depending on warehouse workload, stock availability and courier collection schedules, we may be unable to accommodate an express request.

Payment for express freight relates to the courier service and does not automatically guarantee that an order can be packed or dispatched immediately.

Click & Collect

Click & Collect is available from our participating Epping and Laverton North stores.

Select the relevant Store Pick-Up option when available during checkout.

Please wait until you receive an email confirming that your order is ready for collection before travelling to the store.

Customers are responsible for checking their email inbox and junk or spam folders for collection notifications and correspondence from The Artisans Bottega.

When collecting your order, please bring:

your order confirmation; and
valid identification.

Uncollected Click & Collect Orders

Customers are responsible for collecting their order within a reasonable period after being notified that it is ready.

Where an order remains uncollected, The Artisans Bottega will make reasonable attempts to contact the customer, generally including follow-up contact on a weekly basis.

Customers are responsible for monitoring the contact details and email address supplied with their order, including their junk or spam folders.

If an order remains uncollected for more than 2 months and the customer has not responded to our attempts to contact them, the order may be treated as abandoned.

Products may be returned to stock where appropriate. Perishable, refrigerated or other products that can no longer reasonably be returned to stock may be discarded.

No voluntary refund or exchange will be provided for an order treated as abandoned after this period.

Shipping Within Australia

We ship to most locations throughout Australia, subject to product restrictions, carrier availability and accessibility of the delivery location.

Some products, including Dangerous Goods, very large items and certain restricted products, may not be available for delivery to every location.

To obtain a shipping quote, add your products to your cart and enter your delivery address at checkout. Available freight services and pricing will be displayed where automatic quoting is available.

If a freight option is not available, please contact us for assistance.

Authority to Leave

All parcels are dispatched with Authority to Leave (ATL) as the default delivery instruction.

This applies across the carriers used by The Artisans Bottega.

Authority to Leave means that if nobody is available to receive the delivery, the carrier may leave the goods at the delivery address in a location they consider appropriate.

Customers should ensure that the delivery address provided is suitable and secure for an Authority to Leave delivery.

Once your order has been dispatched, we strongly recommend monitoring the tracking information provided by the carrier so you know when delivery is expected.

If you do not believe your delivery address is suitable for Authority to Leave, please contact us before dispatch to discuss whether another delivery arrangement is available. Alternative arrangements cannot be guaranteed and may incur additional charges.

Couriers and Delivery Responsibility

The Artisans Bottega uses independent third-party couriers, Australia Post and transport companies to deliver orders.

Once an order has been dispatched and accepted into the carrier’s network, the carrier is responsible for the handling, transportation and delivery of the shipment under the applicable freight service.

Customers should use the tracking information provided for routine delivery updates and should contact the nominated carrier directly where appropriate for delivery status, estimated arrival times and delivery instructions.

The Artisans Bottega is not responsible for loss or damage caused during transportation by a third-party carrier, subject to any rights or obligations that cannot be excluded under applicable law.

If a significant delivery issue occurs, you may contact us and we can assist with available shipment information or a carrier investigation where appropriate.

Delivery Timeframes

Estimated courier delivery times begin after the order has been processed and dispatched.

For example, a courier estimate of 2 to 5 business days is additional to The Artisans Bottega’s order processing timeframe.

Courier delivery estimates are not guaranteed.

Delivery may be affected by:

courier network disruptions;
weather;
peak trading periods;
public holidays;
remote or regional destinations;
incorrect or incomplete addresses;
road or transport disruptions;
freight capacity; and
other circumstances outside our control.

Standard Parcel Shipping

Standard parcel freight is available for eligible consignments up to 1,000 kg, subject to the limits and requirements of the selected carrier.

Available shipping services and costs will generally be displayed at checkout.

Once your order has been dispatched, tracking information will be sent where tracking is available for the selected service.

Not every carrier or freight service is available for every product, weight or destination.

Heavy, Oversized and Pallet Deliveries

Large, heavy or oversized orders may require specialised freight or pallet delivery.

Where automatic freight pricing is not available at checkout, please contact The Artisans Bottega for a freight quote.

Customers receiving palletised or heavy deliveries must ensure:

the delivery location has adequate road and truck access;
there is sufficient space for the delivery vehicle;
an authorised person is available to receive the delivery where required;
an appropriate forklift and authorised forklift operator are available where required for unloading; and
The Artisans Bottega is advised of any unusual access or unloading requirements before dispatch.

If a forklift is required but is not available at the delivery location, manual unloading, tailgate services or other specialised arrangements may be required and additional charges may apply.

Customers should advise us of these requirements before dispatch so that an appropriate freight service can be quoted.

PO Boxes and Parcel Lockers

For deliveries to PO Boxes or compatible private lockers using Australia Post, parcel limits apply.

We can generally send eligible parcels of up to 20 kg to a PO Box or supported parcel locker.

Larger or incompatible parcels require a physical street address.

If the delivery address supplied cannot accept the size or type of parcel ordered, we may contact you to request an alternative address. Additional freight charges may apply.

Remote and Special Access Locations

Deliveries to remote locations or destinations requiring specialised transport may incur additional costs and longer delivery times.

This can include locations requiring services such as:

light aircraft;
barge transport;
specialised regional freight; or
other non-standard delivery arrangements.

If additional charges are identified before dispatch, we will contact you.

Additional Freight and Handling Charges

Additional charges imposed by a transport provider may be passed on to the customer where they result from delivery requirements or circumstances associated with the customer’s location or instructions.

Examples include:

manual unloading;
tailgate services;
waiting time;
redelivery;
missed delivery;
failed collection;
address correction or redirection;
additional handling;
storage;
specialised access; and
other carrier surcharges.

Customers should advise The Artisans Bottega of any special delivery requirements before dispatch so an appropriate freight quote can be obtained.

Same-Day Delivery in Melbourne

Same-day delivery may occasionally be available within eligible areas of metropolitan Melbourne using a taxi truck or similar courier service.

Where available, delivery may be achievable within approximately 2 to 6 hours after the warehouse books the courier.

This is not an everyday or guaranteed service.

Availability depends on:

warehouse workload;
stock availability;
the order being ready for dispatch;
delivery location;
vehicle requirements; and
courier availability.

Please contact us to check availability and obtain a quote.

Dangerous Goods

Some products sold by The Artisans Bottega may be classified as Dangerous Goods under transport regulations.

Dangerous Goods may be restricted from certain domestic or international freight services.

Where possible, we will offer an alternative carrier, freight method or collection option.

If an item cannot legally or practically be shipped using an available service, we may need to cancel the affected item.

Where a customer places an order despite a shipping restriction that was clearly disclosed before purchase, applicable administration, cancellation or freight costs may apply.

Where a shipping restriction was not reasonably known to the customer at the time of purchase, The Artisans Bottega will assess the available options and any applicable charges based on the circumstances.

Damages, Loss and Transit Insurance

The Artisans Bottega takes care to appropriately pack and prepare products before handing them to the carrier.

Once the shipment has been collected and accepted by the carrier, responsibility for its handling and transportation passes to the third-party transport provider.

The Artisans Bottega is not responsible for goods lost or damaged by the carrier during transport, subject to any rights or obligations that cannot be excluded under applicable law.

Transit insurance is not automatically included for every shipment or product.

If you require additional transit insurance, please contact us before your order is dispatched so we can determine whether suitable cover is available and provide a quote for any additional cost.

Some products, particularly glass and fragile goods, may be excluded from carrier insurance or transit damage cover.

Please refer to our Returns, Refunds & Exchanges Policy for further information regarding damaged goods and glass or fragile products.

Returned to Sender

A parcel may be returned to sender for reasons including:

an incorrect or incomplete delivery address;
unsuccessful delivery;
the parcel not being collected from a collection point;
the recipient refusing delivery;
access problems;
customs rejection or non-clearance;
unpaid duties or taxes; or
other circumstances preventing delivery.

Where a parcel is returned because of circumstances caused by the customer, the customer is responsible for the costs charged to The Artisans Bottega for the return shipment and any subsequent redelivery.

Before redelivery, any outstanding return freight, redelivery charges or other carrier fees may need to be paid.

If the return occurred because of an error made by The Artisans Bottega, we will arrange the appropriate correction without charging the customer for reasonable redelivery costs.

Unclaimed Returned-to-Sender Orders

If a returned-to-sender order remains unclaimed and the customer does not arrange or pay for redelivery within 2 months, despite reasonable attempts by The Artisans Bottega to contact them, the order may be treated as abandoned.

Products may be returned to stock where appropriate. Perishable, refrigerated or other products that cannot reasonably be returned to stock may be discarded.

No voluntary refund, exchange or credit will be provided for an order treated as abandoned after this period.

International Shipping

The Artisans Bottega offers international shipping to selected countries and for eligible products.

If international shipping rates are not displayed at checkout, please contact us for a quote.

Eligible international orders are generally supplied exclusive of Australian GST where applicable.

Customers are responsible for checking their destination country’s import requirements before placing an order.

This includes:

customs restrictions;
import permits;
duties and taxes;
quarantine requirements;
prohibited or restricted goods;
electrical standards; and
any other local import requirements.

The customer is responsible for completing customs clearance and paying all applicable duties, taxes, brokerage charges and local fees.

Customs Rejection and Non-Clearance

If an international shipment is rejected by customs, refused by the customer, not cleared, or returned because the customer has not complied with local import requirements, the customer is responsible for all resulting charges.

This may include:

original international freight;
customs fees;
duties or taxes;
carrier administration fees;
return freight;
storage;
handling charges; and
redelivery costs.

If the parcel does not return to The Artisans Bottega, no refund will be issued for goods we have not received back.

If the parcel is returned to The Artisans Bottega, the customer remains responsible for the return freight and other costs incurred. Any refund or redelivery option will be assessed after the returned goods have been received and inspected.

Where additional charges have been incurred by The Artisans Bottega as a result of customs rejection or non-clearance, those costs may be charged to the customer or deducted from any amount otherwise refundable where appropriate.

International Restrictions on Fresh and Perishable Products

Fresh and perishable products, including products such as fresh casings, are not eligible for international shipping.

International orders containing products that cannot be shipped internationally may have the affected products or order cancelled.

An administration or cancellation fee of up to 20% may apply on a case-by-case basis, depending on the circumstances and costs already incurred in processing the order.

International Electrical Products

Customers are responsible for confirming that electrical products are compatible with the voltage, frequency, plug type and electrical standards of their destination country.

Most electrical products sold by The Artisans Bottega operate at 220 to 240 volts and 50 Hz.

Please check the individual product specifications and your country’s requirements before ordering.

The Artisans Bottega is not responsible for compatibility issues where a product has been purchased for use with an incompatible electrical system.

Delivery Address Changes

Customers are responsible for providing a complete and accurate delivery address when placing an order.

If you need to change your delivery address, contact us as soon as possible.

Address changes cannot be guaranteed once an order has entered processing or been dispatched.

Where a carrier allows an address correction or redirection after dispatch, additional charges may apply.

Any additional freight, redirection, address correction or handling charges resulting from a customer-requested address change or an incorrect address supplied by the customer are the responsibility of the customer.

Contact Us

For questions about shipping, delivery, express freight, international orders or special freight requirements, please contact The Artisans Bottega:

Email: support@artisansbottega.com.au
Phone: (03) 9422 1711

You can also raise a support ticket through our website.

When contacting us about an existing order, please include your order number so our team can assist you more efficiently.