Terms & Conditions

NATURE OF PRODUCT
Customers of Departure Gate 5 agree that every item is handmade and can carry minor imperfections that vary from the website images used. This is all apart of the natural nature of the product we provide and cannot be deemed faulty as these do not in any way affect the performance of our products, and the buyer must understand that there is a risk there will be a slight variation between each product. 

 

SHIPPING AND DELIVERY
All items at sent studio includes tax and excludes any relevant shipping and/or handling fees that are calculated during checkout. Orders are shipped with Australia Post and have a processing time of 1-3 business days after an order has been placed. In the case processing is delayed you will be notified by via email. All orders do not have a guaranteed delivery time after the order has been shipped, and we take no responsibility in delays that are caused by shipping after the item has left our studio.
All orders will have a tracking number that will be provided after processed by Australia Post. For packages that are deemed lost or are significantly delayed, the buyer will need to contact Australia Post directly to raise the issue. Departure Gate 5 cannot be held responsible for late or missing deliveries, whereupon a valid proof of shipment and valid tracking number has been provided.

 

RETURNS
Due to the nature of our products, used products cannot be exchanged or refunded. Please note we also do not offer refunds on change of mind purchases but can be exchanged for a store credit. Store credits expire within 12 months, and can be used on any item online.  
 
If in the rare scenario your products are damaged during shipment, please contact us at contact@departuregate5.com with proof of damage within 48 hours of receiving the order as a case will need to be opened with the delivery partner.

 

OUR POLICY

1. Orders must be arranged and returned to us within 14 days from date of purchase. Returns outside this period cannot be accepted and will be sent back to you.

2. Items must be returned in their original condition. 

3. Returned goods will be exchanged as a store credit.

4. Store credit is valid for 12 months from date of issue.

5. Customer must cover for the cost of the return shipping. Departure Gate 5 will not be held responsible for parcels that are lost and cannot be traced with a tracking number.

In the event that an item is returned in a condition not satisfied by our criteria above, we will have to send it back to you and this may incur additional costs.