Terms & Conditions

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.

Customer Care

The same passion and love we put to source the most beautiful handmade products of South America is used to take care of our customers.

For any enquiry please contact us at hello@andinodesign.com and we'll reach you back as soon as possible. Any question about your order, shipping or even product maintenance and tips, we'll do our best to reply into 1 business day. All recommendations and improvement opportunities are welcome as well.

Please refer to our Shipping and Return Policy or our FAQ page for a quick response of most common enquiries.

Privacy & Safety

Andino Design promises responsible handling of sensitive customer information. Order information is encrypted during transmission using industry-standard SSL (Secure Sockets Layer) technology.

Andino Design never sells or distributes any customer information. Details such as your name, mailing address and email address are only used to fulfill website orders or to respond to inquiries.

Information we collect:

Your name
Your contact information such as your address, email address and telephone number.
Information about you that you give us in person, by filling in forms on our website, (e.g. the contact us section or to sign up to our mailing list) or by corresponding with us by phone, e-mail or otherwise.
Information in relation to your purchases

How we use your information:

We use the data you provide to us for the following purposes:

Provide you with access to the content curated and produced by Andino Design.
Analyze profile or behavioral data to help us improve user experience we offer to you.
In specific cases we will be contractually obligated to share your data with one of our third party advertisers or partners (for example, webinars, downloads or special events). In these instances, we will make it clear that the data you share will be transferred to the third party. You will always have the option to not have your data shared by not taking part in that specific program.

How to ask us to delete your data:

If you would like to unsubscribe from our communications at any time, you may do so in the footer of any of our emails. If you would like us to delete your information entirely, or request the information we store about you, contact us at hello@andinodesign.com. Otherwise, by continuing to interact with us, you provide us with permission to manage and use your data as described above.

Security and Storage:

Only your order data billing, shipping, and order contents data is stored on our server. This information is encrypted using a Secure Sockets Layer before it is transmitted over a web server. We do not store your Credit Card data.

Cookies and Browser Information:

Cookies are small files that reside on your computer and allow us to recognize you on your next visit or store your shopping cart contents. We use them only to track this information.