Express Shipping
Enjoy express shipping on all orders from Rachel Donath. Our shipping policies are designed to ensure that you receive your order as quickly and efficiently as possible. We like to ensure your online shopping experience is pleasant and hassle-free, here are a few extra things to take note of.
Shipping rates:
| Total spend | Cost |
|---|---|
| Up to $500 | $49 AUD |
| $500-$2,000 | $99 AUD |
| $2,000+ | $299 AUD |
| Total spend | Cost |
|---|---|
| Up to $2,000 | $200 USD |
| $2,000-$3,000 | $250 USD |
| $3,000+ | $300 USD |
Shipping within Australia
All Australian orders are shipped via:
TNT Express | Express Front Door Delivery
Designer Transport | Room of Choice or White Glove Delivery for select postcodes
All Metro Australian orders in NSW, VIC, QLD & SA are shipped with Designer Transport, all other areas are shipped with TNT Express. To check if your postcode is in range, please check here.
Room of Choice Delivery
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Delivered to your room of choice
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Receiver must be present at time of delivery
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Clear access into property is required
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Rubbish removal and assembly not included
Premium Delivery (from $199 + $50 per subsequent item)
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Delivered to your room of choice
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Receiver must be present at time of delivery
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Clear access into property is required
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Rubbish removal and assembly included (if required)
Premium Delivery Oversize (from $299 + $50 per subsequent item)
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Delivered to your room of choice
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Receiver must be present at time of delivery
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Clear access into property is required
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Rubbish removal and assembly included (if required)
USA
White Glove Delivery (from $399 + $50 per subsequent item)
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Delivered to your room of choice
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Receiver must be present at time of delivery
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Clear access into property is required
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Rubbish removal and assembly included (if required)
White Glove Delivery Oversize (from $599 + $50 per subsequent item)
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Delivered to your room of choice
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Receiver must be present at time of delivery
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Clear access into property is required
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Rubbish removal and assembly included (if required)
Once items have been shipped, they become the property and responsibility of the purchaser. If a product arrives damaged or is misplaced, it is the purchaser’s responsibility to provide details to Rachel Donath and liaise with our registered courier service. We will, however, provide you with all the necessary information to make your claim and assist where possible.
No refunds or replacements will be given for products missing in transit if the address provided was incorrect. Please enter your shipping address correctly as once it has been received, and your order dispatched we can not alter the address, and you will be charged the standard applicable postage rate to resend.
Shipping Internationally
Orders are shipped internationally using DHL Express.
Generally, orders will be received within 7-20 working days, although certain destinations may take longer.
Items shipped internationally are insured against loss or damage and this cost is included in your shipping quote. Once your order is placed and dispatched, it is viewed by DHL as your property. Any missing items or damages are the responsibility of the purchaser.
Duties & taxes
Please be aware that any items shipped internationally may incur additional fees and duties levied by customs. As the recipient of the item, you are responsible to pay any of the taxes and duties levied by the country you are shipping to. Your package will not be released from customs until these payments are made. Rachel Donath is unable to advise how much these duties will cost, please ensure you are aware of the cost of these fees before you make your purchase.
- A revised estimated dispatch timeframe, and
- Clear options moving forward, including the option to cancel your order for a refund in line with Australian Consumer Law.
1. Delivery Methods & Serviceable Areas
1.1 Orders can be delivered by our selected carriers
1.2 Delivery fees are calculated at checkout and displayed before payment.
1.3 Delivery is available only within our serviceable areas.
Addresses outside may incur extra charges.
2. Booking & Date Changes
2.1 Once items are ready (“Ready Date”), we will contact you to arrange a delivery.
2.2 A delivery window will be provided at least 24 hours before delivery for metropolitan areas for Premium Deliveries – Not applicable to standard delivery/box drop options
2.3 Any changes to, less than 3 business days before dispatch may incur administration, re-delivery, or handling fees.
3. Delivery Requirements & Responsibilities
3.1 You must ensure:
- Accurate delivery address & contact details
- Adult (18+) available to receive goods
- Sufficient access (doors, lifts, stairs)
- Advance notice of any access issues
3.2 If delivery cannot be completed due to access or incorrect details, you may be charged for failed delivery, return, redelivery, and storage fees.
4. Risk & Title
4.1 Risk transfers at delivery or when handed to your nominated carrier if it is not a service provider we have engaged.
4.2 Title transfers only when full payment is received.
5. Lead Times & Delays
5.1 Delivery dates listed on our website are estimates only.
5.2 Delays may occur due to logistics, customs, congestion, or external events.
5.3 We will notify you of significant delays; refunds or credits may apply only if we cannot fulfil the order.
6. Returns Due to Failed Delivery / Non-Acceptance
6.1 If goods are not collected or accepted within 14 days of order ready date or failed delivery, stock items may be returned to inventory; fees may apply.
6.2 After 3 months uncollected, goods may be resold or disposed of; credits may be issued minus restocking and storage costs.
7. Collection by You, Your Carrier or Authority to Leave
7.1 For carrier collection:
- 48 hours’ notice required
- Written authority required by Rachel Donath
- Loading and transport at your cost
- Any damages outstanding may not be considered outside of QA defects
transport damage will not be considered
7.2 For ATL orders:
- ATL Deliveries will not be considered for loss unless the order has not been delivered via tracking.
8. Accessory Services & Additional Charges
8.1 Oversized, heavy, or Premium deliveries may incur extra fees.
8.2 Remote or after-hours delivery may require additional charges including weekends
8.3 Storage or handling fees may apply if you cannot accept delivery as arranged within 14 days of order ready date.
9. Tracking & Communication
9.1 Tracking information will be provided after dispatch from the departing warehouse/ transport depot.
9.2 You must monitor tracking and ensure availability.
9.3 We are not liable for missed deliveries due to lack of monitoring.
9.4 If you are located outside of our designated delivery locations tracking may not be available in all area(s)
10. Change-of-Mind & Delivery
10.1 Change-of-mind requests involving delivery are subject to the Returns Policy.
10.2 Custom or made-to-order items may not be cancelled after dispatch.
11. General
11.1 This policy forms part of our Terms of Service and is governed by Victorian law.
11.2 If any clause is invalid, the remaining clause remains effective.
11.3 We may update this policy at any time; changes apply to future orders.
Oversized & Heavy Item Delivery Terms & Conditions
1. Definition of Oversized & Heavy Items
1.1 An item is classified as an Oversized & Heavy Item if it weighs more than 20 kg, requires multiple delivery personnel, specialised handling equipment, or has dimensions that restrict standard delivery.
1.2 Oversized & Heavy Items may include large tables, marble and stone pieces, sofas, cabinetry, consoles, bed frames, and similar furniture items.
2. Special Handling & Delivery Conditions
2.1 Delivery may require additional personnel, stair or lift negotiation, protective equipment, and specialised premium delivery services.
2.2 Additional fees may apply for difficult access, stairs, lift bookings, long carries, or special handling requirements.
2.3 You must inform us at checkout or prior to dispatch of any access constraints.
3. Assessment of Access & Customer Responsibility
3.1 You are responsible for confirming that items will fit through doors, hallways, lifts, stairs, and into your intended room.
3.2 If delivery cannot be completed due to access restrictions, it will be classified as a failed delivery and additional fees may apply.
3.3 We may refuse delivery attempts if our team determines risk of damage to property or goods is high.
4. Delivery Safety Requirements
4.1 A clear and safe path must be provided from entry to room of placement.
4.2 Children and pets must be restrained during delivery.
4.3 Our team may decline to move or rearrange existing furniture.
5. Delivery Timing & Windows
5.1 A 4-hour delivery window will be provided at least 24 hours before your delivery.
5.2 For buildings requiring lift bookings or loading dock reservations, you must arrange access in advance.
6. Failed Delivery Charges
A delivery is considered failed if:
- no authorized adult is present,
- access is unsuitable or unsafe,
- access details were inaccurate,
- delivery is refused upon arrival.
Fees for re-delivery, handling, storage or return may apply.
7. Product Inspection & Damage Reporting
7.1 Items must be inspected upon delivery.
7.2 Visible damage must be reported immediately.
7.3 Concealed damage must be reported within 48 hours with photographic evidence.
7.4 Delayed reporting may affect eligibility for a claim.
8. Premium Delivery Services
8.1 Services may include placement, unpacking, and basic assembly.
8.2 These services do not include electrical/plumbing installation, wall-mounting, or removal of old furniture.
8.3 Additional fees may apply for complex assembly requirements.
9. Complex Deliveries
9.1 Hoists or cranes may be required where standard access is insufficient.
9.2 These are arranged and paid for by the customer.
9.3 Delivery may be postponed until safe hoisting and/or access arrangements are confirmed.
10. Storage Charges
10.1 Items not accepted within 14 days of readiness may incur storage fees.
10.2 After 30 days, items may be returned to stock, disposed of, or credited at our discretion (restocking fees may apply).
11. Risk, Liability & Warranty Limitations
11.1 Risk transfers to you upon delivery or collection by your nominated carrier.
11.2 We are not responsible for damage caused by access issues, forced entry, hoisting, or incorrect measurements.
11.3 Warranty may be voided by improper handling, installation, or misuse.
12. Governing Law
These terms form part of our Shipping & Delivery Policy and Terms of Service and are governed by the laws of Victoria, Australia.