delivery

We know ordering online can sometimes be frustrating when things aren't clear. That's why we've laid out as much useful information as we can to make the delivery process for you as smooth as possible!


fast

We always aim to dispatch your order as quickly as possible. If you place your order before 1pm London time we will even dispatch your order on the same day with your chosen delivery method.

professional

All of our orders are picked, packed and fulfilled by world-class professionals. We ensure that we give you 100% accuracy, so you always get what you are expecting.  

charges

  • Flat rate shipping to Australia & New Zealand: $4.90
  • Express Tracked Shipping: $25.00

timings

Once despatched, delivery can take 4-7 working days for all large mail above 2kgs or tracked express parcels.

All mail below 2kgs that is untracked can take between 1-3 weeks.

*these timings can be subject to changes, delays and customs charges.

<!-- Created with Shogun. --><div class="shogun-root" data-region="main"><div id="s-8a300022-1d36-4fbb-b444-a7bf1b6d740d" class="shg-c "><h1><span style="font-size: 68px;"> <span style="color: #f0868b;">DELIVERY AND RETURNS</span></span></h1><p> </p><p><strong>Delivery</strong></p><p>If you place your order before 1pm GMT your order will be dispatched on the same day with the chosen delivery method. All worldwide orders are subject to shipping rates. All orders below the amount stated are subject to delivery charges according to worldwide region.</p><p>Delivery charges will be calculated based on the weight of the Products or Books added to the basket and incur once the delivery address is entered.</p><p>The following delivery timings are available but subject to delays, customs charges or changes:</p><ul><li>UK: 1st Class non-tracked 1-2 working days or next day tracked delivered by James &amp; James Fulfilment Ltd.</li><li>Europe: non-tracked 2-5 working days or tracked 2-5 working days delivered by James &amp; James Fulfilment Ltd</li><li>Rest of world: non-tracked 6-12 working days or tracked 6-12 working days delivered by James &amp; James Fulfilment Ltd</li></ul><p>Once your order is placed, it will be picked and collated by our fulfilment warehouse, James &amp; James Fulfilment Ltd. who will issue an email upon completion of the order with tracking information (if applicable).</p><p>Please inspect all Products and Books received at time of delivery. If you believe Products or Books have been damaged in transit, you must notify us within 48 hours of receipt of goods. If you do not notify us within this time, the Products will be assumed to have been delivered in good condition, waiving any claims of any damage that may have occurred in transit.</p><p>If a Product is deemed to be damaged or defective, we will replace the Product at no cost to you, providing appropriate notice is given.</p><p><strong>Information about duties &amp; taxes: </strong>If you are purchasing a Thermi Ergoslide and you are unsure whether you need to pay any duties or taxes in your country, please read the information on your country border force website. Here is some information for some countries.</p><p><em> <strong>Australia:</strong></em> Quote from www.border.gov.au ‘For goods that are worth <strong>equal to or under AUD1,000</strong>, there are no duties, taxes or charges to pay.’</p><p><em> <strong>EU member states:</strong></em> No taxes or duties to be paid.</p><p><strong> <em>USA:</em></strong> Quote from US customs and border patrol ‘Packages whose declared value is under $800 ($100 if being sent as a gift to someone other than the purchaser) will generally be cleared without any additional paperwork prepared by CBP’</p><p><strong>Returns</strong></p><p>Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.</p><p>To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.</p><p>Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.</p><p>Additional non-returnable items:</p><ul><li>Gift cards</li><li>Downloadable software products</li><li>Some health and personal care items</li></ul><p>To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.</p><p>There are certain situations where only partial refunds are granted (if applicable):</p><ul><li>Book with obvious signs of use</li><li>Any item not in its original condition, is damaged or missing parts for reasons not due to our error</li><li>Any item that is returned more than 30 days after delivery</li></ul><p><strong>Refunds</strong></p><p>Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.</p><p>If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.</p><p>Late or missing refunds (if applicable)</p><ul><li>If you haven’t received a refund yet, first check your bank account again.</li><li>Then contact your credit card company, it may take some time before your refund is officially posted.</li><li>Next contact your bank. There is often some processing time before a refund is posted.</li><li>If you’ve done all of this and you still have not received your refund yet, please contact us at support@thermishop.co.uk.</li></ul><p><strong>Sale items</strong></p><p>Only regular priced items may be refunded, unfortunately sale items cannot be refunded.</p><p><strong>Excanges (if applicable)</strong></p><p>We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@thermishop.co.uk</p><p><strong>Gifts</strong></p><p>If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.</p><p>If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.</p><p><strong>Shipping</strong></p><p>To return your product, you should mail your product to: James and James Fulfilment, Liliput Road, Brackmills, Northampton, NN4 7DT, United Kingdom.</p><p>You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.</p><p>Depending on where you live, the time it may take for your exchanged product to reach you, may vary.</p><p> </p></div><script type="text/javascript" src="https://cdn.getshogun.com/d25047aa-1f4f-417c-b487-f0cf84fbfd76.js" async=""></script></div>

you ship from the UK?

Yes, the UK is our home and although this is an Australian store, we stock our products in the UK and ship them all the way around the world to you! Surprisingly it actually creates far less opportunity for error on both sides of the globe and delivery times are hardly effected (average delivery times to Australia are 4-7 days). Although delivery can be expensive across the world, we charge you much less than we pay, so the shipping costs for you are as manageable as possible.

One thing to be aware of are duties and taxes. Quote from www.border.gov.au ‘For goods that are worth equal to or under AUD1,000, there are no duties, taxes or charges to pay.’ So if your order is less than AUD1,000 you shouldn't have to pay any duties, but please double check with the relevant authorities yourself if you an unsure before ordering.

a note about difficult postal networks

We deliver to almost all ends of Australia and New Zealand however there are a few limitations that we'd like to mention. AU and NZ are pretty big places, and some areas are very remote! Next business day delivery to remote areas and roadside delivery addresses is not guaranteed. Also our delivery estimates are calculated for deliveries between metropolitan areas of major cities and they may be subject to delay due to causes outside of our control. If you have any questions about this please get in contact with our support team.


can I keep track of my order?

You will be issued an automatic email from our warehouse when your order is dispatched. In that email, you will find a link with your tracking information. If you can't find this email, please check your spam folder. If you need any further support or information, our amazing customer support team will be happy to help.

my order hasn't been dispatched on time

One of the most common reasons for this is that your order contains a pre-order product. To help reduce our environmental impact we will ship all of the products in your order together in one parcel. Your order will be automatically released once the pre-order product comes into stock. We always make sure that pre-order products are clearly labeled as such on the product page so that you are informed before you add them to your cart. If you feel like this is not the reason, please contact our support team and we can help!

what happens if my goods arrive damaged?

When parcels are travelling around the Australia and New Zealand they can sometimes be damaged in transit. To help us help you when this happens, please inspect all products received at time of delivery. If you believe products have been damaged in transit, you must get in contact with us within 48 hours. If a product is deemed to be damaged or defective, we will replace it at no cost to you, providing appropriate notice is given. If you don't not let us know within this time, we will have to assume that the products have been delivered in good condition.


duties & taxes

If you are unsure whether you need to pay any duties or taxes in your country, please read the information on your country border force website. Here is some information we've collated for some countries:

Australia: Quote from www.border.gov.au ‘For goods that are worth equal to or under AUD1,000, there are no duties, taxes or charges to pay.’

EU member states: No taxes or duties to be paid.

USA: Quote from US customs and border patrol ‘Packages whose declared value is under $800 ($100 if being sent as a gift to someone other than the purchaser) will generally be cleared without any additional paperwork prepared by CBP’

The commercial invoice for your order will be generated automatically by our third party fulfilment warehouse. All items in your order will be declared at their original value, irrespective of any discounts that may have been applied to the items when you made your purchase.


if you need any further help: