Shipping policy

At Coji Designs, every item we make is custom-designed, crafted, and packaged right here in our Qld workshop. We are committed to getting your custom orders to you safely and as quickly as possible.

Please review our shipping guidelines below to understand how your order is processed and delivered.

 

1. Production & Processing Times

Because our products are made-to-order, our turnaround time is divided into two parts: Production Time (making your item) and Shipping Time (the transit time with the courier).

• Production Time: Standard orders typically take 3-4 business days to design, produce, and quality-check before dispatch.

*A 'Standard Order' typically includes a product ordered directly from the website that is less than a quantity of 10, does not require digital previews, graphic design work or additional customisations.

• Peak Seasons: During busy holiday periods, production times may take slightly longer than standard production times. We will always state our current turnaround time in the banner at the top of our website.

• Shipping Time: This is the time it takes for the courier to collect your parcel and deliver it to you.

Note: Business days are Monday through Friday, excluding Queensland public holidays.

2. Shipping Options & Delivery Estimates

Once your order leaves our Qld workshop, it is handed over to Australia Post or our designated freight partners. All shipments include full tracking.

We currently offer Standard Shipping (Parcel Post) and Express Post services.

Estimated Shipping Times (Metropolitan Areas):

STANDARD (PARCEL POST):
Brisbane - 2-4 Business Days
Sydney - 3-5 Business Days
Melbourne - 3-5 Business Days
ACT - 3-5 Business Days
Adelaide - 4-6 Business Days
Hobart - 5-6 Business Days
Perth - 6-8 Business Days
Rural and Remote Areas (Including Darwin) - 8-12 Business Days

EXPRESS POST:
Brisbane - 1-2 Business Days
Sydney - 1-3 Business Days
Melbourne - 1-3 Business Days
ACT - 2-3 Business Days
Adelaide - 2-3 Business Days
Hobart - 2-3 Business Days
Perth - 2-3 Business Days
Rural and Remote Areas (Including Darwin) - 3-4 Business Days

*Coji Designs cannot be held liable for delivery delays caused by carrier issues, extreme weather, or other unforeseen events that are out of our control.

 

3. ATL (Authority To Leave)

All of our parcels are automatically assigned with an Authority To Leave (ATL). This gives the driver the 'authority to leave' your parcel in a safe place if no one is home. If you do not wish to have an ATL on your order, please choose signature on delivery or have your products shipped to a P.O. Box or business address.

 

4. International Shipping

At this present time, we ship Australia-wide only. Please contact us if you would like an item posted internationally and we will see if we can accommodate.

 

5. Refunds Due To Shipping Delays

We do not offer refunds or replacement items if your products do not arrive on time. In most cases, parcels usually arrive within their estimated delivery window, but in some cases, deliveries may be delayed and arrive after their estimated delivery date. Once your products have been handed over to the courier, we have no further control over the delivery of your items. 

You can contact us if you have any general delivery questions but if you have any concerns about your delivery, we advise that you contact Australia Post directly. If required, we can lodge a parcel investigation on your behalf up until your parcel has been scanned as delivered. After delivery, we can no longer enquire on your behalf and Australia Post will only accept enquiries lodged by the customer as they may need to ask questions about your property and surrounding areas.

If you are time sensitive about receiving your products, we suggest upgrading to Express Post. We also highly advise ordering early enough, allowing for both the turnaround time and delivery time, to avoid disappointment. If you have any questions about processing or shipping, please email us at orders@cojidesigns.com.au.

 

5. Missing or Lost Items In Transit

If your delivery is behind schedule, it is more than likely delayed or has taken a detour and is not lost. We do not offer refunds or send replacement products for delayed shipments or shipments that will not arrive by your required time. It is the customers responsibility to ensure that you place your order with adequate time for turnaround + shipping time and we advise ordering early enough to account for any minor shipping delays.

We will, however, offer a refund or send a replacement for shipments that are confirmed by the courier as 'Lost'. Rest assured, this is very rare and not something that occurs very often. In most cases, parcels are usually delayed or have taken a detour.

6. Incorrect Product Received

We take as much care as possible to ensure that your products arrive exactly as ordered but in the case that your order has arrived incorrectly, please first check your order details and ensure that the error has not occurred by providing the incorrect information on your order. We will be unable to offer you a replacement item if the product matches the product description on your order.

If the mistake has been made on our end, we will either replace the incorrect piece or remake your order if necessary. Please email us at orders@cojidesigns.com.au, including a photograph of the product error within 7 days of delivery, as well as, your name and order number and we will revise your email and provide you with a solution as quickly as possible.

 

7. Damaged In Transit

As all of our products are handmade, we have the ability to perform multiple quality checks throughout the process of creating your products. If we find any notable damages to your product, the product is typically remade before it is packaged and shipped. In the unlikely event that your items have been damaged during transit, please email us at orders@cojidesigns.com.au, with a photograph of the damaged product and its packaging within 7 days of delivery, as well as, your name and order number and we will revise your email and provide you with a solution as quickly as possible. *Please note that we will require proof that the damage has been caused by the transport company and not by the end user.

We do not offer refunds or replacement items if the product has been mishandled, broken, scratched, dropped, or crushed by the user, used for something other than its specified purpose or damage caused by not following the product's care instructions. Please visit the website for all product care instructions, which can be found under the product details of each corresponding product. In some cases, we may also send product care instructions with your product.

 

8. Pick-Up

Pick-up is available from Redland Bay, QLD - By Appointment Only.

Our workshop is on a private property and is not open to the public.