FAQ

What is the shipping cost for my location?

Shipping costs are automatically calculated at checkout; please drop us a note at info@birchandoak.com.au (or text us at 0467629764) if your address is not covered by a shipping zone or if you have any shipping-related queries.

Online Store FAQ

How do I know if an item is available?

Our product page will clearly state if any featured product is in stock or out of stock. If you wish to clarify if we have stock to meet your desired purchase quantity, drop us a line at info@birchandoak.com.au

How do I check the status of my order?

To verify the status of your order you can contact us at info@birchandoak.com.au or call us at 0467629764

Am I able to cancel my order?

Yes, however if we have finished preparing your item for freight pickup, we may charge a 20% cancellation fee to cover the cost of restocking the items. We will always do our best to avoid charging customers any type of fees, but in some situations this is unavoidable.

What currency are prices displayed in?

All prices are displayed in Australian dollars.

CUSTOMER SUPPORT

What is the warranty on your products?

Our standard warranty period is 12 months for any defects in the materials and workmanship of the product. If you wish to submit a warranty claim to us, please write to us at info@birchandoak.com.au to kick things off. 

Does my new vanity top need sealing?

All our marble tops are polished and waxed at our factory. We recommend sealing the marble tops with commercially available sealing products to ensure that the marble is protected from permanent stains (follow the instructions of the sealer manufacturer for application frequency). Keep any substances with the potential to mark or stain marble away from the top and periodically wipe the top gently with a damp cloth to clean it.

Do the vanities need assembly?

The cabinet and marble top will be shipped to you in separate packaging. During installation (to be organised by the customer), the marble top will typically be placed on the cabinet with a bead of silicone sealant between the two parts. This ensures a good seal between the two parts and also provides adhesion so that the top does not move relative to the cabinet.

General Advice:

The cabinet and marble top are individually manufactured and many manufacturing processes are manual in nature, therefore the units are expected to have small but insignificant differences to each other. Minor paint thickness gradients, small gaps between adjacent parts, etc are typically deemed to be not significant to the functionality and overall appearance of the unit. Our in-house quality checks ensure that all significant functional and aesthetic qualities are up to standard for every product that we ship.

Marble is a natural stone and therefore no two marble tops will feature exactly the same shading and vein pattern. The beauty of natural marble lies in its delicate shade variations and propagation of veins that can only be found in a stone that is forged by nature. When polished, the stone may have areas of differing reflectivity but our stringent quality-control processes ensure that all our marble tops are beautiful and well-finished when assessed in the lighting conditions of a typical bathroom environment. Naturally-occurring variations in colour, vein patterns and the presence of natural fissures and pits are expected when dealing with natural stone. All our marble tops are expertly finished to present a durable and visually stunning product to our customers.

PAYMENT

What payment methods can I use?

Mastercard, Visa, Paypal, Cash-on-pickup and Direct Deposit. We accept cash payments for pickups but not for deliveries.

How do you process online payments?

We use Shopify Payments to process our online credit card payments.

If Paypal is selected as the payment method during checkout, then the payment for your order will be fulfilled with Paypal.

DELIVERY

Do you deliver?

Yes we offer free delivery to all areas within 20 kms of Melbourne CBD, and we use TNT Express for home deliveries if your location is outside this region. 

For local deliveries around Melbourne, we will typically have 2 people who will unload your products at your address and in most cases we can place the products wherever you want them to sit until they are ready to be installed. We will do our best to carry the products up stairs or into areas with limited access, however our ability to carry items on your premises will be fully dependant on the risk/safety assessment of the delivery team.

For freight deliveries via TNT, we use a service called "Sensitive Express" which ensures that your products are dropped off by a tail lift truck with a pallet jack on board, so that the shipment can be conveniently unloaded from the truck and moved to a convenient place for you to receive it.

How long will my order take to arrive?

Your order will typically be ready to ship within 2 business days (subject to change, depending on the number of ongoing orders being processed). From there, we will reach out to you to give you an estimated delivery date and the expected time slot for delivery (for local Melbourne deliveries) or a tracking link with TNT Express for freight deliveries. If we anticipate a minor delay in your "ready to ship" date, we will get in touch with you via email.

Does someone need to be home for delivery?

Yes. As our products are often large/heavy and of considerable value, we require an adult (18yrs+) to be present at the delivery address, with the authority to receive the goods and sign for them.

Tell me more about interstate shipping?

Our website is fully functional to automatically calculate shipping costs during the checkout process. Once an order is placed, it will typically be ready to ship in approx 2 working days. Once the consignment has been picked up from our warehouse, we will send you a tracking number that will enable you to monitor the progress of your shipment towards its destination. We recommend that customers contact the shipping company at the earliest possible time to advise of preferred delivery dates or times, if applicable, as this is best discussed directly with the shipping company. Our company contact will also be available to assist with any unexpected issues that may arise during the shipping process. Once the shipment is received at the delivery address, we recommend that customers inspect the product at the earliest opportunity. If any transit damage is observed, please get in touch with our office immediately so that we can work out a solution to the issue.

RETURNS

Can I return my order?

Yes. However, a few conditions do apply when it comes to returns (please see below).

For any situation other than a faulty or damaged item: we accept returns within 7 days of you (the customer) receiving the product. Items need to be unused, in their original packaging and without any visible signs of wear and tear. The vanity cabinet needs to be protected from surface abrasion and the tops should be transported upside-down, supported by the styrofoam/polystyrene blocks so as to not put excessive load on the vertical marble panel. The shipping costs will need to be paid for and organised by the customer. A restocking fee of 20% of the purchase price may be charged to cover restocking costs on our side. Tapware can only be returned if still in original packaging and if the products have not been installed. Contact us at info@birchandoak.com.au if you wish to discuss a return.

Note: For custom designs/colours/finishes/3 tap-hole configurations, "change of mind" returns cannot be accepted as the product has been irreversibly modified to suit your specific requirements.

If your item is faulty or damaged or unusable: Contact us immediately at info@birchandoak.com.au and we will work with you to resolve your situation until you are fully satisfied.