Terms, Delivery & Pickup
Terms:
Please choose carefully, if you have a question about a product before purchasing please ask. Lyrebird offers a dedicated customer service to assist customers who would like assistance to identify and choose the products best suited to the recipients needs.
Timing: Lyrebird is a working physical shop, as well as a having a website. We endevour to get orders picked and packed as efficiently as we can. Sometimes a delay may arise when for example we are arranging suitable packaging for an assortment of odd shaped, oversized and/or delicate items. Items are generally sent by standard post - if you require an express post upgrade please let us know, and you may purchase an upgrade voucher towards covering the extra post and special trip time.
Choice of carrier: We use both Australia Post and Sendle booking agency (Aramex and TNT express to most areas). We choose the method determined the best on a case by case basis, considering timing, delivery location, delivery cost, etc. If you have a preference for you location please let us know in advance.
* our post pricing is set to cover the cost of the average purchase. If you live in an out of urban area, or package will be larger, bulky, heavier and/or fragile requiring extra postage we will identify the best service for a safe delivery and best price, then will inform you if there will be an extra cost to deliver. You will have the oportunity to either pay the extra cost determined, or to cancel and recieve a full refund.
Australia Post: Straightforward orders fitting in the street corner post box accross the road will generally go out the same day or day after. Australia Post items requiring counter lodging may sometimes take a few days for us make a special trip to the post office during opening hours. If we are busy resulting in sending standard packages by more then five working days from recieving the website order we will upgrade to express post at our cost to avoid further delay.
Courier: Straightforward orders will sometimes leave the same day, but will generally leave the working day after the order is recieved. Parcels requiring special care to package safely, bulky and odd shaped combinations may sometimes take a little longer.
Local pickup: our website stock is a different infantry to the shop stock. You may choose 'local pickup' if you are wanting to collect from our physical shop, however please phone ahead to make sure your order has been transferred to the shop ready for collection. On occasion we will be able to provide the order from the shop floor stock at short notice, but this cant be guarenteed so please phone to request an early pickup and check the order will be ready before sending someone in to collect.
Gift wrapping: If you are local purchasing a gift, or a non local purchasing as a gift to be delivered directly to the recipient please let us know if you would like the gift wrapped. If you would like to send a card to the recipient with the gift, we have many lovely cards with inspiring artwork in the shop to select from: Let us know the age of the recipient, the occasion, and the vibe, or suitable themes. You are welcome to handwrite a personal message and send us a photo of the message that we can print out to paste into the card, or just type out the wording and we can handwrite into a suitable card for you. Add a $7 voucher to your order to cover the cost of the card.
Availability of product: We endeavour to have our website availablity up to date and accurate, however also being a working shop and small business, inspite of our best efforts and intentions to keep the two infantries seperate we may occasionally find a product is temporaily out of stock, if out of stock in the warehouse we will endeavour to provide from our retail shop. If we find we cannot fulfil the order within the usual expected timeframe we will notify the customer of the expected revised time frame so the customer can choose to either wait for the missing item, have the available part of the order sent straight away with the missing item sent later at our expense, to to request a refund. We also reserve the right to refund all or the portion of the order in the event we cant fulfil in a timely manner .
Change of mind: Do not return products to us without first discussing with us and your agreeing to the terms we deteemine (pertaining to the individual case). If agreed to in advance we may offer an exchange of product; or we may offer a credit for the value of the product to be used in the future. All postage costs for return and or exchange of product will be at the expense of the customer. Any procucts returned must be in impeccable condition with any product packaging intact to be considered for an exchange or credit. We reserve the right to charge a nominal restocking fee, and deduction for products and original packaging not returned in perfect condition for enabling resale at full price.
Damage: We carefully check all products for quality and completeness when picking and packing, we also take care to package each parcel suitably to arrive safely. on recieving deliveries customers should open and check items within a couple of days of delivery, if there is damage to report we should be notified immediatly, if more than a couple of days has passed after delivery we may not consider a claim. Occasionally a parcel may arrive with damage sustained during transit - If this occurs we require the reciever to fully document the damage, with photos of the outer and inner packaging condition and of the product, clearly from various angles to best show the damage, and a detailed description of packaging and product damage is required so that we may take up a claim with the carrier. Until we recieve enough evidence and a report to satisfy the carrier we cannot consider a replacement or refund.
Loss: If a courier / postal service has indicated that they have delivered the parcel to the addressed location we are not libel for loss if the package is missing from the designated place of delivery. In this case the customer should take up their own complaint with the carrier, or in the event of suspected theft, with the police. If a parcel does not turn up and the carrier is deemed to have lost the item we need to be notified immediatly so we can take steps to report the non delivery to the carrier and we will keep the customer informed of the progress. If the customer reports the non delivery then the customer must keep us notified of the progress. We cannot progress a replacement or refund for the customer until the carrier has gone through the formal investigation process and deems the package is lost. When the carrier has confirmed they have lost the package we can then arrange a replacement or refund once we have all the information the carrier requires in order for us to make a formal application for compensation.
Faulty product: We choose to stock quality products which are fit for purpose and do not easily break when used in the manner designed, by the age for which they are designed. Where practical we also endeavor to check products before sending to be sure they are in perfect condition and in good working order (for example - we will open and check each music box and will add extra protective packaging before sending, and we will check each wheeled product to be sure the weels spin freely, etc). In the rare case that a product is checked by the customer on arrival and deemed faulty we require photographic (in the case of moving parts a video) as evidence, along with a report that we can submit to the distributor or maker on behalf of the customer for consideration for replacement or refund. If a product develops structual issues when being used as designed, by the age designed for within a shorter time than is resonable to expect from such product we need to be notified immediatly along with pictorial evidence (photo and/or video to clearly demonstrate the issue, aldong with a detailed written report that can be submitted on your behalf to the maker or distributor. Submitting a request does not guarantee that a refund or replacement is warranted, if the maker or distributor deems the product faulty beyond resonable for time, use, age they will offer us a replacement or refund at their discretion which we will in turn pass onto the customer. If the maker / distributor deems the claim to be unresonable a refund or replacement will not be possible.
Mistakes Lyrebird is a small micro business, we endeavour to be accurate with all the information on our website, however humans can sometimes make mistakes, and there are many variables in post weights and costs to various locations; stock availability can occasionally be more or less than listed. Descriptions may not be perfectly worded. If we make a mistake this will not be deliberate, and if you notice an error on the website please do let us know, being informed of errors is appreciated. If there is an error in pricing of product and/or freight we reserve the right to inform the customer if the price needs to be corrected, the customer would in that case be able to either pay the outstanding difference, or cancel the product in question for a refund.
Safety We take care to provide products that are of high quality and with high safety level for makers recomended age suitablity and intended use. Customers sometimes purchase toys for young children which are safety rated for an older child or recomended for an older child. Although a chld may be considered by a parent, or other adult to be safe with various activities that are recomended for an older child - Always observe and monitor play with young children. Excersize supervision with small children. Older children too can sometimes use products contrary to the object of design. If an accident occurs with any of our products, Lyrebird owners and staff will not be held as responsible. It is the purchasers responsibilty to be presenting a chlld with toys that are safe and age appropriate, and it is the reponsibility of the supervising adult to monitor childrens safety, and the suupervising adults responsibility to ensure children are using products safely in accordance with the design intention. Lyrebird owners and staff are not responsible for children using products contrary to the intended use, and Lyrebird owners and staff will not be held responsible for any accidents or injuries from our products.