MOC-36658 The Castle Gray

Shipping policy

Stock Distribution Network

• Store (Australia)
• Warehouses (Asia)

Domestic Shipping

• Free shipping on orders over $49 and under can be delivered for a flat rate of $9.95.
• Orders are dispatched on the same or the next business day (excluding weekend and public holidays). Order before 2pm for same day dispatch.
• We offer standard parcel post service via Australia Post. For urgent deliveries and pick up orders please contact us.
• 4-7 business days for delivery to metro locations. 6-10 business days to regional areas including WA, QLD and NT.
• For all MOC orders, if no stock available in Sydney, your order will be typically fulfiled with 3-5 days and takes 10-25 days to reach you depending on your location. 
• Tracking information will be provided to all online orders.
• If you need to cancel an order after the product has been dispatched, postage may not be refundable. Additional postage fee may apply for re-delivery or re-direction requests.

International shipping

• Free shipping applies to available global shipping zones for all orders over $49
• Partnering with major shipping companies (i.e. FedEx, YunExpress, UPS, TNT) for your peace of mind.
• All orders are processed by 14:00 AEST on each business day. Tracking information is provided after your order is dispatched.
• 3-5 business days processing time is required. It may lead up to 7-15 days for all back-orders.
• Standard 10-15 business days transit time is applied to all shipping zones.

  Please note the standard transit times are estimates only and may be influenced by factors beyond courier’s reasonable control. For example, customs and quarantine processing requirement, weekends and public holidays, varying flight schedules and other origin or destination regulations. In accordance with our partners’ standard Terms and Conditions of Carriage, which can be found on the reverse of any express air waybill, our delivery partner is not liable for any damages or loss caused by delays.  

Returns and Refund Policy
• As part of our standard terms of service, we will ensure that all products provided meet Consumer Guarantees as defined by Australian Consumer Law.
 
• Money Back Guarantee
• Bricksmyheart Money Back Guarantee applies when
• The customer does not receive an item
• The item received by the customer does not match the advertised product. For example:

1. We sent the wrong item, or
2. The item arrives broken, damaged, or faulty

Change of mind Guarantee

• If you are not satisfied with your purchase, or change of mind, you can return your order within 30 days.
• Items must be unused or in their original condition, including any original box, sealed bags, original tags if applicable.
• If the return condition is met, a full refund excluding shipping and a restocking fee of 10% of the purchase will be issued to you.
• Refunds will be debited onto the credit card/PayPal used for your purchase. We aim to process all refund request within 5 -7 business days.

Missing Pieces Guarantee

• Up to three months “missing pieces/parts” guarantee for your MOC set purchase.
• Only one-time replacement is allowed. You can purchase parts and bricks from us if required.
• Free replacement will be posted to you after your missing piece request via email.
• To ensure a fast turnaround, please send the details of the missing parts including Part ID, colour, quantity, and photo(s) in one email.
• We endeavour to process your request within 3 business days.

For international Orders

• We accept returns up to 30 days upon the receipt of your order if you have changed your mind or received the wrong and damaged item.
• Customers are responsible for return postage and custom charges if applicable.
• If the item is damaged or lost in transit, claims will be filed with the courier, you will be compensated for any losses with your purchase.
• We are committed to offer one-time missing pieces guarantee within 3 months of your purchase. You can also buy parts from us directly.