Customer Service

On the very rare occasion that your goods need to be returned we feel it’s best to outline our policies as listed below.

Goods Arrived Damaged?

If for some reason your goods arrived damaged or inoperable, we will do everything we can to fix the issue. Obviously, this is our responsibility and we will correct things as quickly as possible. Just call us on  1800 723508 or email  sales@coastalkitchenware.com.au  We want you to be 100% happy with your  purchase and if the condition of the product isn't  up to your expectations then we’ll handle it with the minimum of fuss.

Changed Your Mind?

Maybe you've received a product from us and it isn't damaged, but you've changed your mind and don't wish to keep it. If that's the case, simply send it back to us unused, in its original packaging and within 30 days. In these instances the customer will bear the expense of returning the goods to Coastal Kitchenware and a refund will be issued once the goods have arrived and inspected.

Have a Warranty Claim?

As far as warranty claims go, we will do everything we can to ensure your warranty is processed smoothly. We have a great relationship with all our suppliers, and will work directly with them to ensure any warranty issues are rectified in a timely manner.

Our aim is to keep you satisfied.

Ordering

How do I place an order?

1. Browse the website and add any items you wish to purchase by specifying the quantity and clicking Add to Cart
2. After you have added the last item you wish to purchase to your shopping cart, click Proceed to Checkout
3. Log in to your existing account or create a new account
4. Enter the shipping address
5. Select the shipping method to be used to delivery your order
6. Enter the payment type
7. Enter the credit card details if you are paying by MasterCard or Visa
8. Review the order details and click Submit Order if you are paying by credit card or Pay with PayPal if you are paying using your PayPal account
9. If you are paying using your PayPal account, log into your account, ensure the order details are correct and submit the payment

How do I know if an item I ordered is on back order? Most of our products are in stock. Generally we do not accept back orders for products that are out of stock.

Can I cancel or change my order? Orders can be cancelled or changed if they have not been shipped. Please be aware that orders are generally shipped within one working day, so it is advisable to call us on 1800 723 508 as soon as possible when you want to cancel or change an order.

Viewing Orders

How can I check the status of my order online? You can follow the fulfilment status of your order from the My Account section of our website. After your order has been fulfilled, a confirmation email will be sent to the email address you provided. This email will provide you with an Australian eParcel tracking number.  You can track the shipping status of your order at www.auspost.com.au/track.

Can I place an order from a foreign country? You can place an order from a foreign country; however orders can only be shipped to an Australian postal address.

Payment, Pricing and Promotions 

What forms of payment are accepted? We accept MasterCard, Visa and PayPal.

How do I pay with PayPal? You will be transferred directly to your PayPal account once your order details are confirmed. PayPal payments can be in the form of credit cards, your PayPal account balance or a bank account linked directly to your PayPal account.

When is my credit card charged? When you place an order using a credit card, the total dollar amount is authorised by your credit card company at the time of your purchase. Once this amount is authorised, your credit card will be debited the total amount of the order and the funds held in a secure authorised funds account. The order is then processed and fully billed when it is shipped from our warehouse. At this point, the funds held in the authorised funds account are transferred to our merchant account.

If you place an order and change your mind before the order is shipped, the order can be cancelled and the funds held in the authorised funds account will automatically expire after 7 days and be refunded to your credit card. This is standard practice for most online retailers.

If your credit card is declined when placing an order then your order is automatically cancelled.

Is my credit card and account information secure? Coastal Kitchenware is a safe and secure site. We have advanced SSL (Secure Socket Layer) encryption and authentication software in place to ensure that your credit card and account details remain secure.

Gift Certificates

Can I purchase a gift certificate online? Gift certificates can be purchased the recipient specified. Recipients of gift certificates receive an email with a link to the store and a code to apply the gift certificate amount when they place an order. Gift certificates are always sold as electronic items, and are never shipped as physical goods.

How do I redeem a gift certificate? If the total amount of the gift certificate is not applied with the first purchase, the amount remaining is displayed with order confirmation, and the certificate code can be used again.

Is there an expiration date for gift certificates? Gift certificates expire after 12 months from the date of issue.

What if I lose the details of a gift certificate? Please treat gift certificates like cash, as there are non-transferable and non-refundable. If you lose the details of a gift certificate, we may be able to reissue you with the certificate code. Please email us at sales@coastalkitchenware.com.au with your details and we will get back to you as soon as possible.