FAQ
Is your site secure for Credit Card purchases?
Hammond & Grange uses Shopify Payments for its online credit card transactions. Shopify uses 3D secure to process online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments online.
Your complete credit card number can’t be viewed by us or any outside party. Plus, all transactions are performed under 128 Bit SSL Certificate.
All payments are directly transferred from your credit card to the merchant account held by Hammond & Grange.
For more information, please visit www.shopify.com/au
Is your site secure for Credit Card purchases?
Accepted credit cards for online payments include MasterCard, Visa and American Express. We use Shopify's 3D secure feature to ensure secure online transaction.
There is no credit card surcharge applied on online purchases from Hammond & Grange.
When will my credit card be charged?
All orders placed online at hammondandgrange.com.au must be paid in full at the time of placing your order.
Payments are fully automated with an immediate response.
It will depend on your bank as to when your credit card will be debited, but in general you can see it as a pending transaction almost immediately.
Why was my Credit Card declined?
This is likely a result of insufficient funds or incorrect credit card information. We recommend contacting your bank to confirm your limit and details.
I don’t have a Credit Card; can I still buy from you?
Yes, contact our team on 1800 324 000 to place your order. We can provide you with an invoice and you can pay by direct bank transfer. Please note with this option your order wont be processed until the payment can be seen in our bank account.
I don’t want to give my Credit Card details online can I still buy from you?
Yes, contact our team on 1800 324 000 to place your order. We can provide you with an invoice and you can either pay via credit card over the phone or by direct bank transfer.
Can I pay by Money Order or Cheque?
No sorry, payment is by credit card or direct bank transfer only.
Is GST included in the item price?
Yes, all prices quoted on our website are inclusive of GST.
Shipping & Deliveries
How long will delivery take?
This depends on the products you have ordered. Generally:
- Delivery within 5-10 working days for stocked products (subject to stock availability and delivery location)
- Delivery within 20-30 working days for “made to order” orders
How does my delivery work?
Our standard delivery includes loading dock or kerbside delivery only. You will need to make arrangement to have the furniture moved to where it is required in your home. Or we have an installation and assembly service available for an additional fee. Please call our team on 1800 324 000 to ask about this service.
Note: All delivery regions are supported by a definitive list of postcodes which reflect the exact Hammond & Grange delivery regions. Delivery charges will be confirmed on the shopping cart based on the postcode entered. Delivery to a loading dock or kerbside delivery incurs no additional charge.
Do you deliver to anywhere in Australia?
Yes, we can deliver anywhere in Australia. A delivery fee will be charged depending on your location and delivery requirements.
Add your postcode in the shopping cart to determine the delivery charge or contact our team for a quote.
If you require a ground floor or above ground floor delivery, please contact our team for a quote (in addition to the standard freight charge)
Can I pick-up from your warehouse?
Yes you can on some items. Hammond & Grange have a massive range and is held at all different locations all over Australia. Please call and ask our team if the product or products that you are interested in can be picked up.
How long after payment will my order be shipped?
You will receive an order confirmation from Hammond & Grange within 24-48 hours of us receiving payment. This confirmation will include the approximate date for delivery.
Is it possible to schedule my delivery for a specific day and time?
In your confirmation you will receive your approximate date of delivery.
Unfortunately, we can’t arrange delivery at an exact time but will provide you with a range of time.
If you require a weekend or after hours delivery, please let us know at the time of placing your order.
Is weekend or after hours delivery available?
Yes, this can be arranged if required. Please provide your requirements when placing your order so our team can provide you with a quotation. Weekend deliveries incur additional charges.
My item hasn’t arrived yet. How can I find out where it is?
Call our team on 1800 324 000 who will be happy to assist in tracking your delivery.
My item arrived damaged. Who should I contact?
Call our team on 1800 324 000 or send an email to our team at support@hammondandgrange.com.au who will be happy to help.
Can my own courier pick-up from your warehouse?
This can be arranged if required however it will depend on the products that have been ordered and the warehouse they are located in. Please contact our team on 1800 324 000 to discuss at the time of placing your order.
I received the wrong item(s). What should I do?
Call our team on 1800 324 000 or send an email to our team atsupport@hammondandgrange.com.au as soon as you receive your delivery.
Can I pay for my order at the time of delivery?
All orders placed online must be paid for in full at the time of placing the order.
For offline orders, payment is required in full for orders with a value less than $10,000.
Offline orders over $10,000 require a 50% deposit with order placement and the balance required day before delivery.
Can I cancel my order?
Any orders that contain ‘made to order’ products cannot be cancelled after 24 hours from the time of placing the order.
A minimum 50% non-refundable deposit is required for all offline orders above $10,000.
A restocking fee of 30% generally applies to the cancellation of stocked product orders. Please call our team on 1800 324 000 to discuss your situation.
Warranties
Do you offer a guarantee or warranty on your products?
All items carry a warranty between 12 month and 15 years. All warranty claims must be returned to the store for claim. The length of term the warranty should be used as an indication as to the commercial quality of the product. Warranty term commences from the purchase date. Each product page on the website will have a warranty logo showing you the warranty on that particular product.
What does my warranty cover?
The warranty is offered on the basis that the warranted product is used only for the purpose for which it was designed and intended.
The warranty covers defects in material and workmanship. Normal wear and tear, natural variations in veneers, timber, fabric and leather are not considered defects.
Can I transfer my warranty to someone else if I sell them the item in the future?
No, the warranty applies only to the original purchaser.
What is the length of your warranty?
All items carry a warranty of at least 12 months. Our warranties vary from between 12 months to 15 year depending on the individual product.