All orders are dispatched from our Melbourne based warehouse within 3 business days for stocked items, using Australia Post as our preferred carrier for smaller items and reputable transport companies such as DHL or Toll for larger items. We also have a good relationship with many Furniture Delivery companies that can deliver and install larger household items throughout Victoria and New South Wales.
Any items which are not in stock at the time of the sale will have the ETD accessed and you will be informed via email the next business day advising you of the dispatch date for your goods. Dispatch timeframes can vary depending on the availability of some items or production materials from our suppliers.
Please note the some items are made to order, these pieces are handmade and production times can vary depending on quantity and material available at the time of your purchase. Should you require any clarification of production times or availability prior to ordering online please do not hesitate to email us on [email protected]
Once you have placed your online order, if you do not receive a dispatch confirmation email from us within 3 business days please email us at [email protected] and quote your order number and we will promptly look into the situation.
Your satisfaction is our first priority at Carbon Element that's why we check every item before leaving our warehouse. Upon receiving your order if your item is found to be faulty or is not as described, we will gladly refund your credit card or exchange the item for you. For any issues with your item/s we ask if you can please fill out the ‘Product Return Form’ and submit it within 3 days of receiving your item/s. A member of our customer service team will be in contact with you promptly to resolve the issue.
All refunds and returns are subject to us receiving the item back within 7 days of lodging your product return form. Items must be returned with their original packaging and, unless they were damaged prior to you receiving them, must still be in an unused and saleable condition. If we receive the item back and cannot find a fault, it will be returned back to you at your cost. Unfortunately we cannot refund or exchange due to incorrect selection, it is the customers responsibility to use the descriptions and images to correctly identify the part that matches their bike or vehicle.
Details of the closest return point to you will be advised by our customer service team once they review and accept your submitted form.