Shipping & Returns
Shipping Policy
For in-stock items, orders should be processed within 1 business day. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed. Please allow additional days in transit for delivery (normal transit times are between 3 to 8 business days for Australian orders and 7 to 15 business days for international orders). If there will be a significant delay in the shipment of your order, we will contact you via the contact information you provided when placing the order.
For made-to-order and customized items, delivery time depends on the type of product and will be stated in the item description.
You will receive a Shipment Confirmation email once your order has shipped and where possible will contain the tracking number(s).
Purchases that are over $250 AUD receive free shipping, if the item/s are to be delivered within Australia. Shipping rate for international orders or orders under $250 AUD will be calculated at check-out depending on weight and destination.
All Andino Design goods sent out require a signature on delivery.
Import taxes & duties may be applied to international orders when the shipment reaches its country of destination. Such fees and charges are the responsibility of the recipient and vary from country to country. Please check with your local customs office to receive an estimate of possible charges applicable to your order prior to purchasing. If the receiver refuses to pay taxes and duties, the item(s) will be returned to the sender, and the order will be refunded, excluding the return and original shipping fee.
For more information about the shipping cost and delivery times, please contact us at hello@andinodesign.com
Return & Exchange Policy
Change of mind
If you've changed your mind, you can return most in-stock, full-price items within 14 days of delivery for a refund of the item price, provided the item is unused, in its original condition and in its original packaging. Return shipping is at your cost — we recommend a tracked, insured service, as Andino Design isn't responsible for items lost or damaged on the way back to us.
Change-of-mind returns don't apply to: made-to-order or customised pieces, rugs and other items classified as oversized by shipping companies, items marked as final sale, and gift cards.
Made-to-order, customised and oversized items
Because these are produced or sourced specifically for you, made-to-order and customised items cannot be returned or exchanged for change of mind. Rugs and other items classified as oversized by shipping companies follow the same rule, given the cost and practical difficulty of return shipping — please check dimensions carefully before ordering (we allow a 5% manufacturing tolerance against the stated measurements). None of this affects your rights below if an item is faulty, damaged or not as described.
Faulty, damaged or incorrect items — your rights under Australian Consumer Law
Regardless of the policy above, our products come with guarantees that can't be excluded under the Australian Consumer Law. If a product has a major failure — for example, it's significantly different from its description, or arrives damaged or faulty — you're entitled to choose a refund, replacement or compensation. For a minor failure, we'll remedy it within a reasonable time by repair, replacement or refund.
To arrange this, contact hello@andinodesign.com with your order number, a description of the issue and photos where possible — we aim to respond within 1 business day. There's no fixed cut-off for raising a genuine consumer-guarantee claim; get in touch within a reasonable time of noticing the problem.
How refunds are processed
Once a return or claim is approved, we'll email you instructions for sending the item back. Refunds go to your original payment method within 5 business days of us receiving and inspecting the returned item.