Enjoy free shipping within Australia (excluding regional areas). If your location incurs additional shipping fees beyond standard major city rates, extra regional charges may apply. We’ll contact you before dispatch to discuss any such fees.

Please note, furniture items are shipped separately from the rest of your order and cannot be shipped via express shipping.

We use multiple carriers to ensure the safe and efficient delivery of your orders:

• Courier: For large or fragile items like mirrors, furniture, and stools.
• Australia Post: For all smaller products.

Shipping Methods:

• Australia Post:
• Express Shipping: 2-4 business days to metro areas after dispatch.
• Standard Shipping: 3-7 business days to metro areas after dispatch.

• Standard orders in stock are shipped from our Pakenham warehouse (3810). For the latest delivery estimates to your specific postcode, please check the Australia Post website.

• Courier:
• Delivery Timeframe: Is dependent on the courier and depending on your location.

Note: Couriers cannot deliver to PO Boxes. Please provide a suitable address to avoid delays in dispatch or receipt of your order.

Please keep in mind  during sales and peak periods, order packing may take 1-3 business days. Choosing Express Post only speeds up the courier's travel time after the package leaves Lash and Brow Co Supplies; it does not affect packing time. We pack all orders in the order they are received.

Dispatch Details:

• Orders are dispatched in the morning, Monday to Friday (excluding public holidays). If your order is placed after the courier's daily pickup, it will be collected the following business day.
• Our team carefully packs each order, especially fragile items.
• While we aim for prompt delivery, unexpected delays may occur. Please monitor the shipping confirmation for updates from the courier.
• You will receive an email with a tracking link once your order is dispatched. After dispatch, we are not liable for any delays, losses, thefts, or misplacements.
• Once your package is with the courier, we no longer control the delivery process. For any delays, please contact the courier directly using your tracking number.

Important Information:

• Delivery Service: Our service is "door-to-door," provided there are no obstructions (e.g., steps). Couriers cannot take items into rooms, upstairs, or through small lifts. They also do not unpack or remove packaging. Furniture is the clients responsibility to unload from the delivering van or truck. Drivers will not unload the truck themselves.
• Residential Deliveries: Please monitor your tracking. Couriers cannot call in advance. If no one is available to receive the delivery, items may be left with an 'authority to leave' in a safe place. If the address is deemed unsafe, the items will be returned to the depot, and you will be charged a redelivery fee. We are not responsible for items left and stolen.
• Commercial Deliveries: Please monitor your tracking. Couriers cannot call in advance. If no one is available or there is no safe place to leave the delivery, items will be returned to the depot, and a redelivery fee will apply. We are not responsible for items left and stolen.
• Large/Bulky Items:  Please ensure the delivery location is clear for trucks. it is a kerb side delivery service. Furniture is the clients responsibility to unload from the delivering van or truck. Drivers will not unload the truck themselves.
• Pick-Up: Pick-up is available by appointment only from our warehouse in Pakenham 3809. Please email us to schedule a time.
• Pre-Orders: Pre-order dates are estimates and may be subject to delays outside our control. Orders will be dispatched once all items are in stock.
• Custom/Made-to-Order Items: Custom orders and items marked as "Made to Order" are built from scratch and time frames are on the product pages. Delivery dates are estimates and may be subject to delays. Orders will be dispatched once all items are in stock. Variations may occur in products and furniture between models and individual pieces. As these items are custom-made and handcrafted to very high standards, achieving identical products is nearly impossible. Measurements and dimensions may also vary slightly, particularly for beds, with fluctuations in dimensions advertised ranging from 0 to 100 millimetres.
  
• Remote Areas: Shipping costs are generally calculated at checkout. However, if you are in a remote area that incurs higher-than-usual shipping fees, we will contact you before shipping.
• Out-of-Stock Products: If a product is out of stock, we will notify you and issue a refund unless it is a custom, made to order or pre-order item.

Incorrect, Damaged or Missing Products:

• Please inspect all packages upon delivery. If any item or packaging is damaged, notify the driver immediately and take photos. Do not sign or accept the order unless you are certain it is undamaged! You will be liable for the damage if you sign without checking and no claim can be made. If you notice any issues, please email us straight away.
•  For missing items, contact us within 24–48 hours. Unfortunately, we cannot accept claims for missing items after 48 hours.
• We may need to contact the courier and file a claim for transit damage. Please keep all original packaging materials.
• Items must be returned in their original packaging within 14 days.

Returns without prior authorisation will not be accepted. 

A product that is damaged or parts missing must be returned with its packaging. We may replace the item or offer in-store credit at our discretion.

Under no circumstances can any product be returned without its original packaging. This includes all boxes, protective wraps, and wooden pallets that were provided with the product upon delivery.

Any product return approved but returned without the original packaging will not be accepted, and the customer will be required to collect the product from our premises at their own expense. Please ensure you retain all packaging to comply with this policy.

Any incorrect or missing items must also be returned unused and in their original condition. We do not accept returns for products that have been delivered, used, and then returned under any circumstances.

Please note: 

Due to the nature of these products and customisation, we do not offer refunds or exchanges for price comparisons or changes of mind. Please choose carefully before making a purchase.

It is the buyer's responsibility to ensure the correct products are purchased based off the descriptions shown and your (the clients) needs. Refunds will not be issued once a custom order is made. These product may not be suitable for all clients or services, so please ensure your selection aligns with your specific requirements PRIOR to placing the order, as strictly no refunds will be granted for custom orders.

Cancellations:

Orders cannot be cancelled or retrieved once placed, as they may be made or sent from multiple locations. Please ensure your order is correct before confirming, as no refunds will be issued.

Please ensure you enter your email and delivery address correctly to receive all correspondence and tracking details.

Parts Only Warranty Policy

The length of Warranty on parts is listed on each product page. If there is no warranty listed on the product page then that individual product is excluded from warranties.

At Rokk Salon Solutions, we are committed to providing high-quality products and support to our valued customers. For instances where replacement parts are required, the following policy applies:

1. Parts Supply
   We will supply replacement parts upon request, ensuring compatibility with the original product purchased from us.

2. Customer Responsibility

   • It is the customer’s responsibility to arrange the fitting and installation of the replacement parts.
   • Rokk Salon Solutions does not provide fitting, installation, or maintenance services for parts.

3. Damage Exclusions

   • Damage caused by misuse, neglect, improper handling, or other actions by the customer is not covered under warranty. Replacement parts for such instances must be purchased at the customer’s expense.

4. Expert Assistance Recommended
   We strongly recommend seeking the assistance of a qualified technician or professional to ensure proper installation and safe use of the product.

5. Warranty Coverage
   If the replacement parts are covered under warranty, they will be provided free of charge. However, shipping costs and installation remain the customer’s responsibility.

6. Non-Returnable Parts
   All replacement parts supplied are non-returnable once shipped unless they are faulty or incorrect due to an error on our part.

7. Contact Us
   For assistance in identifying the correct parts or for further inquiries, please contact our customer service team .

By proceeding with a parts-only replacement, the customer agrees to the terms outlined in this policy.