Terms and Conditions

Terms and Conditions

Products

Most of our products are handmade and therefore variations may occur and products may differ slightly from the photos on our website. Before shipping, all items are checked for faults.

Prices

All prices on our website include the Australian Goods and Services Tax (GST).

Goods for overseas buyers

If goods are to be sent overseas, please contact us using the Contact Form informing us of the item/s you wish to purchase and your town, country and postcode. We can then advise you of the product price (without the Australian GST) and provide you with a freight price.

Please note: We are not responsible for any possible duties and taxes which may be applied by customs in the country where delivery is made. The responsibility for any duties, foreign taxes or other fees which may be imposed will rest with the receiver of the goods.

Product availability

The availability of products is indicated on the Metroscope website. We try to keep our website up-to-date, but sometimes orders occur before we have time to change availability on the website. If you have purchased anything on the website that is no longer available, we will contact you and discuss whether you would like to chose another product or whether you would prefer a reimbursement. Please note if choosing another item, there may be some variation on the shipping cost.

Payment method

If purchasing online, payment will be through PayPal. If you do not have a PayPal account, you can still purchase online using your credit card.

If you would prefer not to use PayPal, payment can be organised with a credit card over the telephone or by Electronic Funds Transfer to our bank. Please contact us if you wish to pay by these methods.

Shipping

If purchasing online and you wish Metroscope to ship the goods, please click on ‘Calculate Shipping’ and then ‘Update Totals’ before clicking on ‘Proceed to Checkout’ when making your purchase. Shipping costs are based on the size, weight, value and delivery destination of your order. The actual delivery price will be calculated and shown during checkout.

If purchasing a number of goods, we suggest you contact us detailing the particular goods and quantity you wish to buy, along with your address as we may be able to safely pack some items together, thereby reducing the shipping cost to you.

If you do not wish Metroscope to ship the goods and will pick them up from our showroom in Collingwood in Melbourne, do not click on ‘Calculate Shipping’ and the system will default to ‘Local Pickup’. Goods can be picked up during our opening hours or by appointment at another time. For our opening hours, please check our website or our Facebook page.

We endeavour to process your order and have it’s on its way to you as quickly and efficiently as we can. We aim to ship products within 3 days of purchase, but in busy periods this may vary. If you require the goods by a particular date, please let us know in the ‘Order Notes’ when purchasing the goods and we will endeavour to meet this date. We recommend however that you order as soon as possible. Metroscope will not be responsible for late delivery.

Delivery time will depend on the location of delivery and you will receive some indication of shipping time when you purchase the goods. Please allow at least an additional 2 days for us to pack the goods and book the couriers.

Most couriers Metroscope uses will not deliver to a Post Office box, so please advise us of a street address for deliveries.

Most couriers will not telephone prior to delivery and deliver during normal business hours. To reduce shipping costs to you, we will book items with an ‘authority to leave’. If you have specific instructions, please advise us in the ‘Order notes’ at the time of purchase. Please make the instructions simple and brief. If you do not wish items to be left, please advise us at the time of purchase,  however please note there may be additional charges if the goods need to be redelivered.

Metrosope takes considerable care when packing goods, but sometimes we cannot prevent damage incurred by the couriers. For that reason, goods are insured.

Goods damaged in transit by couriers

In the unlucky event the goods purchased arrive damaged, you must inform us by email within 48 hours from when you received the goods, sending us photos documenting the damage. The goods must also be kept until the insurance company has settled the claim. We will advise you when this occurs.

Failure to inform us within the timelines along with photos of the damage will result in the insurance company not accepting the claim and Metroscope will therefore be unable to reimburse you or replace the goods.

Once we have the required information within the time frame stipulated above, Metroscope will handle the claim with the insurance company. The insurance company usually takes a few months to settle a claim, however we will act in good faith and once we have the evidence needed, will replace or pay for the repair of the goods if possible, without charge. If it is not possible to replace or repair the specific item that was damaged, the customer can chose another product of lesser, equal or greater value. If the item is of lesser value, we will refund the difference, or if it is of greater value, you will need to pay the difference. Please note there may be a variation in shipping costs.

If we cannot replace the item and the customer does not chose a replacement, we will refund the cost of the damaged goods and associated shipping cost. Please note that if several items were purchased, and only on or some items are damaged, pro rata shipping costs will be refunded.

Returns policy

By Australian law consumer law, we are not required to exchange goods if the customer changes their mind. However in certain situations we are prepared to do this, except when the item is a sale item or has a reduced price.

Should you wish to return an item purchased from Metroscope, you need to advise us within 3 days of purchase and return the item within 7 days from date or purchase. the goods will have to be unused, clean and packed the same way the goods were received.

Return shipping will be the responsibility of the customer. Shipping costs for delivery and return will not be refunded and will be added to the cost of the replacement item or deducted from any refund. Should the customer wish to exchange an item, the cost of shipping will be added to the total cost.

Returned goods will be checked and only if the product arrives in the original state, will a refund r exchange be made within 10 working days of the receipt. If the goods are returned damaged, the customer is not entitled to receive any reimbursement.

Sales items

We do not offer refunds or exchanges on any sale or clearance item, or any goods with a reduced price, except where the item arrives damaged or is faulty.

Made to order items

We do not offer refunds or exchanges in ‘Made to Order’ items except where the item arrives damaged or is faulty.

Questions/queries

If you have any questions about our Terms and Conditions for either online or in-store purchases, please don’t hesitate to contact us by phone or email.