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FAQ

FREQUENTLY ASKED QUESTIONS 


Can I order by telephone or fax? 

 You may order by telephone as long as you agree to allow us to complete the requested personal registration and payment details (Mastercard or Visa only) on your behalf.  You will still be sent an automated confirmation email and receive updates on the status of your order just as you would if you had placed your order online. 

We do not accept orders by fax. 

I do not live in Australia, can I still order from you? 

At this stage we do not offer overseas shipping from our Online Store checkout, however we would be more than happy to assist in quoting for International Delivery.  Please contact us via email at accounts@theboathousepb.com.au to discuss. 

Does your website show if items are out of stock? 

We try to always ensure the accuracy of our stock levels, however there may be some instances where orders may be placed before inventory levels are updated.  If you place an order for a product that is deemed to be out of stock or unavailable, you will be contacted and updated on approximate lead times or offered a full refund. 

Can you gift-wrap items I order online? 

Absolutely!  We would love to gift-wrap your purchase for you.  There will be an option at check out where you can choose to have your item gift-wrapped for a small fee of $5.00 in brown paper with striped ribbon. 

Are my payment details handled securely? 

We take security of your personal information + payment details seriously, and our site is secured accordingly.  

How much do you charge for delivery? 

Shipping costs vary depending on the size of your purchase and your delivery location.  Your accurate shipping cost will be calculated at checkout. 

Can I order online and collect my items from your venues? 

Due to our Online Store being operated separately to our cafes and venues, we only offer shipping – we do not allow orders to be collected in person. 

Can orders be sent to my P O Box address? 

Due to Australia Post requiring a signature on delivery, orders can only be sent to residential or business addresses within Australia – unfortunately a P O Box address does not fall within this category. 

How long will my order take to be delivered? 

Sydney Metro & Suburbs: 1–2 days
 

NSW + ACT: 2 - 3 days
 

VIC + QLD + SA: 2–4 days
 

TAS + WA + NT: 4–6 days 

All delivery times are approximate and do not include pack and dispatch timing. We will always endeavour to get your order out as quickly as possibly. 

*Please allow 7 days for shipping of your order during December 2016 due to peak season for Australia Post. 
 
 

I have received a faulty or damaged item, what should I do? 

We carefully pack all orders to ensure that your items arrive to you in the best condition. In the event that your order arrives damaged, faulty or incorrect, you must contact our office within 48 hours of your order being signed for. We will provide instructions on how to return items and arrange immediate delivery of any faulty, incorrect or damaged items. Our online store office is only open during weekday business hours for any enquiries. For all damaged or faulty goods images MUST be provided.