Shipping policy
Shipping & Delivery
KitchenLibrary dispatches orders from Australia using trusted courier partners.
Shipping timeframes shown at checkout are estimates only and are not guaranteed delivery dates.
While we make every effort to dispatch and deliver orders within estimated timeframes, delays may occur due to circumstances outside our control, including:
• Courier network delays
• Weather events
• Peak shipping periods
• Logistics disruptions
Once an order has been dispatched and collected by the courier, delivery timeframes are managed by the courier network.
KitchenLibrary will provide tracking information where available so customers can monitor their shipment.
Delivery Address Responsibility
Customers are responsible for providing a complete and accurate delivery address at checkout.
KitchenLibrary cannot be responsible for delivery delays, failed deliveries, or returned parcels resulting from incorrect or incomplete address information supplied by the customer.
If an order is returned to KitchenLibrary due to:
• Incorrect delivery details
• Failed delivery attempts
• Refusal to accept the parcel
Additional shipping charges may apply to resend the order.
Requests to change or redirect a delivery address after dispatch may incur additional courier fees.
Authority to Leave (ATL)
Customers may choose Authority to Leave (ATL) at checkout.
When Authority to Leave is selected, the courier may leave the parcel unattended at the delivery address without obtaining a signature.
By selecting Authority to Leave, the customer acknowledges that:
• The parcel may be left unattended at the delivery location
• Delivery will be considered completed once the courier confirms delivery
• Responsibility for the parcel transfers to the customer once the courier marks the parcel as delivered
Customers should ensure the delivery location is safe and secure before selecting Authority to Leave.
Signature Deliveries
If Authority to Leave is not selected, the courier may require a signature upon delivery, depending on the courier’s procedures.
If no one is available to receive the parcel, the courier may:
• Attempt redelivery
• Redirect the parcel to a local collection point or depot
Any redelivery, holding, or redirection fees charged by the courier may be passed on to the customer.
Bulky, Oversized & High-Volume Orders
Some products sold by KitchenLibrary may be classified as bulky, oversized, or heavy freight items.
Delivery of these items may require specialised freight services and may take longer than standard parcel deliveries.
Customers must ensure the delivery address provides safe and reasonable access for courier vehicles and unloading.
If delivery cannot be completed due to:
• Restricted property access
• Unsafe unloading conditions
• Vehicle access limitations
Additional delivery charges may apply.
For large quantity orders or bulk purchases, orders may require palletised freight or specialised transport depending on the total weight, size, or number of items ordered.
In these situations:
• KitchenLibrary reserves the right to review and adjust the shipping cost where automated shipping rates do not accurately reflect the required freight service
• Customers will be contacted with a revised freight quote for approval before dispatch
• If the revised shipping cost is not accepted, the customer may cancel the order for a full refund prior to dispatch
KitchenLibrary works closely with freight providers to ensure large orders are delivered safely and efficiently.
Failed Deliveries & Returned Orders
If a parcel cannot be delivered due to:
• Incorrect delivery details
• Failure to collect from a courier depot or collection point
• Refusal to accept the parcel
• Restricted or unsafe delivery access
the parcel may be returned to KitchenLibrary.
In these cases:
• Original shipping costs are non-refundable
• Additional shipping charges may apply to resend the order
Lost or Stolen Parcels
If a parcel is confirmed as lost in transit by the courier, KitchenLibrary will assist in opening an investigation and arranging an appropriate resolution where applicable.
Parcels are considered delivered once the courier confirms delivery through their tracking system, which may include:
• Delivery scans
• GPS confirmation
• Delivery photographs
• Courier delivery records
Delivery will be considered completed once the courier records the parcel as delivered to the address provided at checkout. Delivery confirmation may include tracking updates, GPS delivery scans, delivery photographs, or courier delivery records.
If Authority to Leave has been selected, delivery will be considered completed once the courier confirms delivery at the address provided.
Damaged Shipments & Insurance Claims
KitchenLibrary takes care to ensure products are securely packaged for transit.
However, damage may occasionally occur during shipping.
If your order arrives damaged, please contact us as soon as possible so we can assist with a courier claim.
To process a damage claim, we may require:
• A clear photo of the exterior packaging showing the shipping label and any visible damage
• A clear photo of the interior packaging materials
• A clear photo showing the damage to the product
These images are required by courier and freight providers to verify that damage occurred during transit.
Damage claims should be reported within 24 hours of delivery where possible so that we can begin the investigation promptly.
Once the required information has been received, KitchenLibrary will lodge the claim with the courier and assist in managing the process.
Courier insurance investigations may take up to 30 days depending on the carrier.
KitchenLibrary will make reasonable efforts to assist with the investigation and keep customers informed throughout the process.
