Shipping And Delivery
At Heliconia and Co., we use a range of trusted logistics partners to coordinate delivery of our products Australia-wide in the most efficient and cost-effective way we can.
As our products are hand selected across a range of suppliers, located all around Australia, shipping pricing may depend on where the product is coming from (not always our warehouse!), as well as where it is going to. Freight costs are additional to the listed price for all items on our site.
Orders Containing Multiple Products May Be Delivered Separately
If you are ordering multiple products, it is possible that some products may be coming from multiple sources and may arrive at different times. We will always ship the most efficient and cost-effective way we can based on your product selection.
Where do We ship?
We ship to all metro areas within Australia and most regional areas. Unfortunately we do not ship outside of Australia at this time.
Due the size and nature of the products we ship, a custom delivery quote may be required for your postcode. If this is the case, you may be asked to contact us for a quote. If you receive 'Out of Area' - Custom Shipping Quote Required', please email us at hello@heliconiaandco.com.au with your postcode, and the products you are looking to purchase.
We do not dispatch or deliver on weekends or public holidays.
Delivery Speeds and Lead Times
Some of our products may take longer to ship due to their location, some may be on a pre-order basis, and some may be packed and sent by us the next day! For each product we aim to keep lead times and stock levels as up to date as possible on the product pages so you have confidence in the timing of your product. However, from time to time these lead times may be subject to change, in which case we will endeavour to update you as soon as possible regarding the timing of delivery of your product.
Dispatch and Delivery Times
Most of our products are dispatched in 2-7 business days, with an estimated delivery time of up to 10 days. Please allow up to 10 business days for your delivery prior to contacting us, to allow for any possible delays.
Possible Delivery Delays
Our suppliers use third party courier services to deliver products ordered through Heliconia & Co. Once your order has left the supplier warehouse it is in the hands of the courier company. We do our very best to ensure your order arrives on time, however there will always be circumstances that are out of our control which could affect delivery within these time- frames. In these rare instances, we will ensure we let you know as soon as we are made aware of the delay, and we will always aim to resolve the issue as quickly as humanly possible.
Frequently asked questions
Shipping & Delivery FAQ’s
Q: How do I calculate shipping costs?
A: With the exception of some large furniture items listed as ‘email for quote’, Lighting, Cushions, Rugs and Accessories, to see the cost of shipping, simply add the items to your cart, enter your postcode and a shipping estimate will be displayed. Please note, as each item may be coming from a different supplier, the shipping cost may reflect this.
Q: No shipping cost shown at checkout instead 'Email for Quote' - 'Out of Area' notice shown?
A: Due the size and nature of the products we ship, a custom delivery quote may be required for your postcode. If this is the case, you may be asked to contact us for a quote. If you receive 'Out of Area' - Custom Shipping Quote Required', please email us at hello@heliconiaandco.com.au with your postcode, and the products you are looking to purchase so we can give you accurate pricing.
Q: Can I pick my order?
A: Unfortunately, we don’t offer pickups from our suppliers warehouse for any of our products.
Q: Do I get tracking info? Where can I find it?
A: Where possible, we will send you an email after your purchase has been dispatched by the supplier with information regarding your delivery status. If you ever need to check on a delivery, please email hello@heliconiaandco.com.au
Q: Which couriers do you use?
A: We use a variety of couriers and logistics partners to accommodate our varied product range.
Q: Will you ship to a PO box?
A: Due to the nature of our products, we are unable to ship to a PO Box.
Q: Do you offer express delivery?
A: No, as our products come from multiple suppliers we are unable to coordinate the expedited delivery of all items. We always endeavor to process and ship your order in a timely manner, and use reliable delivery partners to ensure delivery timeframes are met.
Q: How do I find out when an item will be shipped?
A:The majority of our products are dispatched in 2-7 days. This excludes pre-order items. You will be notified once your order has been dispatched.
Q: What happens if the website says the product cannot be delivered to my location?
A: Please email us at hello@heliconiaandco.com.au and we will investigate this on a case by case basis and provide you with a custom delivery quote, if applicable.
Q: What if I am not home at time of delivery?
A: All of our parcels are ‘Authority to Leave’ safe as a general rule. If this is not appropriate, you will receive notification of a failed delivery and instructions to arrange a re-delivery.
Q: Can I arrange for a specific delivery date and time?
A: Unfortunately, this is not an available option at this time.
Q: What happens if it’s past the ETA I was advised and I haven’t received my order?
A: We are sorry that your delivery has not arrived as anticipated. Please contact our customer service team and we will follow up for you.
Order FAQ’s
Q: What happens if my item arrives damaged or faulty?
A: Unfortunately items are occasionally damaged in transit or faulty.
If an item arrives and the packaging or the item itself is clearly and significantly damaged/faulty, you should take photos or video showing the damage/fault, refuse to accept the delivery and contact us immediately.
If you notice that an item is damaged/faulty after it has been delivered to you, please take photos or video clearly showing the damage/fault and contact us as soon as possible, ideally within 48 hours of receiving your delivery.
The type of solution we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with.
ORDER FAQ’s
Q:What happens if I receive the incorrect item?
A: Very occasionally a supplier may ship the wrong item to you. If you have received an incorrect item, please let us know as soon as you can. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.
Q:What happens if I am missing an item from my order?
A: Our items ship out from multiple warehouses around Australia and this means different products will ship from different locations and may not arrive at the same time. Once an item has left our warehouse you will be sent a "shipped" email confirmation with tracking details. The email will specify which items have shipped and you will receive a separate email for items from multiple warehouses. If the tracking for the missing items shows as delivered then please let us know as soon as possible and we will investigate further.
Q:What happens if an item arrives with missing parts?
A: Very occasionally an item may ship out to you with missing parts. If you have received an item with missing parts, let us know and send us a photo of the assembly instructions circling the missing parts as soon as you can. We will offer to send you the missing parts or provide compensation to you to obtain the missing parts.
Q: Can I cancel an item from an order after it has been placed?
A: You may request to cancel an item from your order, only before your order has been processed. After your order has been processed, we are unable to cancel the order. Please let us know as soon as possible should you wish to cancel, and we will always endeavor to assist as best we can.
Q: Can I change the shipping address after the order has been placed?
A: You may request to change the shipping address on an order, only before the order has been processed. After an order has reached processing stage, address changes may not be possible. Please let us know as soon as possible should you wish to change the address, and we will always endeavor to assist as best we can.
For Returns information, please see our Returns page.