Shipping & Returns
Before making a purchase, please ensure you buy or view samples to verify the colors and textures. Actual products may differ from what you see on your computer monitor. It's essential to buy the full required amount plus wastage, as batch variations can happen. Unfortunately, batch variations are not eligible for replacement under warranty.
Delivery: All Online Orders Incur A Delivery Fee of $165.00 Melb Metro. Outer Melb Metro Is Quoted To You.
Our deliveries are handled by subcontractors. Orders are typically delivered between 7am and 7pm, Monday to Friday, excluding public holidays.
Please be aware that deliveries outside Melbourne Metro may have additional fees. If any delivery issues arise, our sales team will contact you for more information and adjust the price accordingly. Melbourne Brick reserves the right to decline any delivery.
All deliveries are made to the curbside only. The driver will try their best to place the delivery close to the jobsite, but they are not obligated to do so. If deliveries go beyond the curbside, extra charges may apply. If you ask us to cross the curbside during delivery, any damage or breakage to the site or product becomes your responsibility.
If your property access requires crossing neighbouring land, you must obtain written permission before delivery. We may still proceed with the delivery without seeing the permission, but any site damage will be your responsibility.
When will I receive my order:
For products in stock, deliveries usually take 2-3 working days. If any issues arise with your order, our customer service representatives will contact you to provide updates. Please ensure you provide a contact number.
Certain products from our suppliers are made to order and typically ship within 2-4 weeks. We'll keep you informed once the order is generated in our system.
What time will my delivery be:
We cannot specify a delivery time. Deliveries are scheduled between 6:00 am and 7:00 pm, Monday to Friday. Our drivers may call you about half an hour before the delivery to confirm instructions; however often they will not call they will act on the delivery instruction.
What if I’m not home when delivery arrives?:
If you are not at home and the driver cannot reach you, they will leave your product in a safe location at the provided address. If this is not possible due to safety concerns or lack of space, the product will be returned to the nearest store at your expense. In such cases, a redelivery fee will apply to have the goods delivered again.
Can I have my delivery placed in a specific location?:
For safety and regulatory compliance reasons, our driver has the authority to decide where to place the product after assessing the site. If the driver finds any obstacles or safety concerns that prevent safe unloading or lack of space, they will try to contact the customer to facilitate delivery. If unsuccessful, the product will be returned to the nearest store at the customer's expense. In such cases, a redelivery fee will apply for subsequent delivery attempts.
What if my product is damaged or the product is incorrect?:
Please report any damages or issues within 24 hours of delivery. All goods have a 3-5% wastage as acceptable and can be used for cuts. If you notice damages on first inspection, note it on the driver's paperwork & report to our representative.
If the order is incorrect, notify us immediately for rectification. Make sure to report before installation, as once installed, the product is considered accepted.
What if I order too many?:
We cannot accept returns for surplus products. It is advisable to order around 10% extra for cuts and breakages. Any leftover product can be kept for future repairs.
What is our Returns Policy?:
PLEASE CHOOSE CAREFULLY. We do not normally give refunds if you simply change your mind or make a wrong selection. You can choose between a refund, exchange or credit where goods are faulty, wrongly described, different from a sample shown to you or don't do what they are supposed to do. Please be aware delivery charges out to site on original delivery & delivery charge back to our yard less fees that are applicable will be charged.
How do I change my order?:
To make changes to your order, please contact us promptly. Once an order is despatched, it cannot be altered. Please note that a nominal admin charge of $50.00 incl GST per order may apply for any changes.
If you decide to return the order on-site, and it is not the supplier's fault, freight charges to send out originally will be deducted & freight charges will be applied for sending the truck to collect the stock and return it to the supplier. Additionally, a 30% restocking fee and any other nominal charges from the supplier will be imposed.