Shipping Policy

This Shipping Policy explains how delivery works for orders placed with Heavy Duty Bunk Beds Australia, trading as ESS Universal Pty Ltd, ABN 87 662 570 005.

Because many of our products are large, heavy and shipped across long distances, delivery times and costs can vary depending on the product, delivery address, freight access and carrier availability.

Nothing in this Shipping Policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

Delivery areas

We deliver across Australia, subject to freight availability and delivery access.

Some remote, regional or difficult to access locations may require a custom freight quote or additional delivery arrangements. If this applies to your order, we will contact you before dispatch or before completing the order where possible.

Shipping costs

Shipping costs are calculated at checkout where available, or confirmed separately where a custom freight quote is required.

Large, heavy or bulky orders may require specialist freight handling. This may include pallet delivery, depot delivery, commercial freight delivery or a quoted delivery service.

If a shipping charge cannot be calculated automatically at checkout, we may contact you to confirm the delivery cost before processing or dispatching the order.

Order processing

Once your order has been placed, we will review the order details, product availability and delivery address.

Orders are usually processed during normal business hours. Processing times may vary depending on stock availability, order size, freight booking requirements and public holidays.

If there is any issue with stock availability, freight access or delivery arrangements, we will contact you using the details provided at checkout.

Estimated delivery times

Delivery times are estimates only and are not guaranteed unless we expressly agree a specific delivery date in writing.

Delivery times may vary depending on your location, the size and weight of the order, carrier availability, regional distance, weather, road conditions, freight network delays and other factors outside our reasonable control.

We will do our best to provide clear delivery information and keep you updated if we become aware of a delay.

Large and bulky deliveries

Many of our products are large, heavy and may be delivered by freight carrier rather than standard parcel delivery.

Large freight deliveries may require someone to be available at the delivery address to receive the order. Depending on the carrier and delivery location, delivery may be to the nearest safe and accessible point at the address.

Unless otherwise agreed in writing, delivery does not include unpacking, assembly, installation, carrying goods upstairs, moving goods through a building, removing packaging or disposing of pallets.

Please make sure the delivery address is accessible for freight delivery. This includes checking access for large vehicles, driveways, gates, loading areas, stairs, lifts, restricted access roads and any site specific requirements.

Delivery address and access

You are responsible for providing a complete and accurate delivery address, contact name and phone number at the time of order.

If a delivery cannot be completed because the address is incorrect, inaccessible, unattended where attendance is required, or because access restrictions were not disclosed, additional freight, storage or redelivery charges may apply.

If your delivery address has special access requirements, please contact us before placing your order or include clear delivery notes at checkout.

Authority to leave

Where available, some deliveries may be made with authority to leave. If you request or agree to authority to leave, the carrier may leave the goods at the delivery address without a signature.

Authority to leave is not always available for large, heavy or high value orders.

If goods are left under authority to leave, you are responsible for collecting and securing them promptly. Please only request authority to leave where there is a safe and suitable place for the goods to be delivered.

Missed deliveries and redelivery charges

If a carrier attempts delivery and no one is available where attendance is required, the carrier may leave a card, contact you, return the goods to a depot or arrange redelivery.

Additional charges may apply for missed deliveries, redelivery, storage or address changes after dispatch.

Inspection on delivery

Please inspect your order as soon as possible after delivery.

If the packaging appears damaged on arrival, please take photos before unpacking the goods. If possible, note the damage with the carrier at the time of delivery.

If your item is damaged, faulty, incomplete or different from what you ordered, please contact us as soon as possible at info@heavydutybunkbeds.co.uk with your order number, photos of the product, photos of the packaging and a short description of the issue.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty, incomplete or incorrect, we will review the issue and work with you to provide the appropriate remedy.

Where a product does not meet a consumer guarantee under the Australian Consumer Law, you may be entitled to a repair, replacement, refund or another appropriate remedy depending on the circumstances.

For large, heavy or difficult to return items with a confirmed fault or consumer guarantee issue, we will arrange collection or cover reasonable return freight costs where required by Australian Consumer Law.

Delays

We will make reasonable efforts to dispatch and deliver your order within the estimated timeframe provided.

Sometimes delays happen due to freight network issues, stock delays, supplier delays, weather, road closures, regional access, public holidays or other events outside our reasonable control.

If we become aware of a significant delay, we will do our best to contact you and provide an update.

If we cannot supply your order within the stated timeframe, or within a reasonable time where no timeframe was stated, we will work with you to provide an appropriate solution in line with Australian Consumer Law.

Risk and delivery

Risk in the goods passes to you when the goods are delivered to the delivery address, collected by you, or collected by a carrier arranged by you.

If you believe an order has been lost or incorrectly delivered, please contact us so we can investigate with the carrier.

Order changes after dispatch

If you need to change your delivery address or order details, please contact us as soon as possible.

Once an order has been dispatched or booked with a freight carrier, changes may not be possible. If a change can be made, additional freight, redirection or administration charges may apply.

International shipping

This policy applies to orders shipped within Australia.

If international shipping is available or agreed separately, additional freight charges, customs duties, taxes, import costs and local delivery charges may apply. These costs are the responsibility of the customer unless agreed otherwise in writing.

Contact us

If you have any questions about shipping or delivery, please contact us:

Email: info@heavydutybunkbeds.co.uk
Business: Heavy Duty Bunk Beds Australia, trading as ESS Universal Pty Ltd
ABN: 87 662 570 005
Address: 43 Bainbridge Elbow, WA 6083, Australia