Shipping & Returns

Depending on your location and the type of goods you have purchased, Lizandez will dispatch your goods with an appropriate carrier to ensure the best service is selected.

For all International shipments the receiver is responsible for paying any customs or tax on goods or any costs that relate to the laws of the destination country.

Lizandez currently uses Australia Post, FedEx & DHL both in the form of satchels and securely packaged cartons.

This means that our customers can have a choice between a cheaper standard service with tracking and express delivery at a competitive rate. Depending on the service selected determines how quickly you receive your delivery & how quickly its despatched.

Once your order has been finalised, Lizandez will provide you with an invoice and tracking number for your purchase, to enable you to track your item from the pre-selected carrier to your preferred delivery address.

If you are not at home to receive your item, the pre-selected carrier will leave a card to let you know how to make contact to arrange a suitable delivery time. 

For Australian Customers, if your delivery is being delivered by Australia Post and you live a fair distance from a post office or you find it to time consuming to go to the post office.  We suggest that you have the item delivered to a business address or somewhere were you will be between 9.00am – 5.00pm.  Please ensure that all details for delivery addresses are correct with accurate contact details, to ensure the carrier has no problems finding you. Lizandez Pty Ltd will not be held liable or be responsible for any inaccurate delivery details. Should this occur after the goods have been dispatched we will do everything we can to try and recover your goods. Please keep in mind that the responsibility of information supplied falls to the person entering the details or the person purchasing the item.

We at Lizandez have found Australia Post, FedEx & DHL to be a reliable and secure form of delivery service.  No guarantees can be given by Lizandez for Australia Post, FedEx & DHL advertised delivery schedule.  Although, if you have difficulties with Australia Post, FedEx or DHL or your item has far exceeded its scheduled delivery date, please contact us and we will look into the matter on your behalf.

We will send you any tracking information upon dispatch of your goods so you can monitor the progress of your delivery.

Shipping Services Guidelines and Estimated Time Frames

Please note the following for all Australian and International shipments & for all shipping services provided. The main base port for shipping is Melbourne, Victoria, Australia. Unless there is a special circumstance or we need to drop-ship your delivery, then in these cases your delivery will be coming directly from (Italy) our manufacturer to you. Lizandez will inform the customer of this circumstance.

However, with the current Coronavirus pandemic worldwide, there maybe some additional delays experienced with the deliveries both domestically and those coming directly from our manufacturer due to the restricted number of international and domestic flights available.

Do not include the day your order is placed, regardless if it is dispatched for delivery that day.

Do not include public holidays for Victoria, Australia and in your region or weekends if you are ordering within Australia.

There are times we ship directly from our suppliers from overseas directly to you for the reason of ensuring you receive a premium product or because we have just sold out and the shipment is in transit to us. So we do this to provide the purchaser the best possible service.

1. When you choose the engraving option, as this is done by our manufacturer to ensure you get the best possible quality, please add 1 to 2 days to the delivery schedule & in some cases it will not affect the delivery schedule at all.
2. If your purchase is being shipped directly from our manufacturer, also add 2 to 3 days to the delivery schedule & in some cases it will not affect the delivery schedule at all.

If your purchase is deemed free shipping, this automatically replaces the standard shipping option. So your purchase will be sent to you on the service time frames of a standard delivery and free. Should you wish your purchase to be either delivered quicker or processed & despatched promptly generally within 24 hours (Excluding weekends & public holidays), you have the choice to upgrade your selection to Express shipping. Each service providing a quicker delivery time. Please check shipping pricing for your region before selecting the service. Please check below for delivery timelines for your region which are calculated on the longest times. Lizandez Pty Ltd cannot guarantee the freight carriers delivery times. For International deliveries we cannot be held liable or responsible for any customs delays. Although Lizandez Pty Ltd only uses the best and most reliable carriers so it can provide all our clients with the best and most desired outcome.

Australian Service & Estimated Delivery Timelines.

International Service & Estimated Delivery Timelines

Drop Shipping

Where it is more efficient and logical to have products shipped directly from the manufacturer/distributor to the end consumer we will make these arrangements.  This is completed at no additional cost to you.  When an order is completed and ‘drop shipping’ is used, the purchaser will be advised that the item is coming directly from the manufacturer and appropriate shipping details together with tracking number will be provided.  We will monitor the shipment to ensure it is delivered within the shortest time frame. If you select the express shipping option this will also apply to items coming directly from our manufacturer. Lizandez Pty Ltd will cover any short fall in cost to provide the service selected.

Shipping charges for multiple items

In order to provide discounts on multiple items, Lizandez consolidates bulk buys to save money on delivery charges.

In some cases where volumes & quantities are above a nominated amount by Lizandez, delivery will be free.  This will be assessed on each individual item and will be advertised on our web site, the base currency for free shipping is in Australian dollars. Please refer to our free shipping threshold terms.

Lizandez has two shipping options standard & express. This is to ensure we provide our clients a choice of service. For International customers the same services will apply, only the rates will differ.

Lizandez in some cases subsidises the carrier costs for a number of items to ensure we provide our customers with the best possible value.

Customer to Carrier Contact & Delivery Responsibility

Once tracking details have been assigned and the delivery has been despatched, the customer or the purchaser has the authority once the delivery has been received in the delivery location area, to change the original delivery instructions by contacting the assigned carrier. It is very important to read and understand the below should you do this.

It is important to realise that Lizandez Pty Ltd requires all its deliveries to be signed for as proof of delivery.  Should the customer or the purchaser of the goods contact the carrier & authorise the carrier to leave goods at there house or establishment without a signature or make any alternative arrangements with the carrier, then any damages, theft of goods or loss of goods becomes the responsibility of the customer or the purchaser of the goods. Lizandez will not be liable and will not offer a refund or replacement of goods in these circumstances.

Undeliverable Packages

Occasionally packages are returned to us as undeliverable. When the freight company returns an undeliverable package, we will contact you via email or telephone.

Why are packages occasionally undeliverable?

Incorrect Address: Packages are normally only undeliverable when the address is incorrect- please check your address carefully when placing your order.  Should this occur, a redelivery fee will apply. In rare cases, it is also possible that the address label became illegible during the shipping and handling process, in this case the goods will be re-shipped free of charge.

Should an item not be retrieved due to incorrect address details Lizandez insurance does not cover this eventuation.  It is the consumer’s responsibility to provide accurate delivery details, therefore No refunds will be issued for this mistake.

Failed Delivery Attempt: If you are not at home when your package arrives and it was being delivered by Parcel Post, a card will be left in your letter box so that you can pick it up from your local Post Office.

Refused by Recipient: If you are sending a gift, it is recommended to advise the recipient that a surprise is on the way to them.  Otherwise, they may refuse to accept the package believing that it was sent to them in error.

If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return to us after 4 weeks from the estimated delivery date, please contact us.

Pickups not available

Lizandez is unfortunately unable to offer a pickup service for a number of reasons.

Lizandez ensures that you receive your goods as soon as possible by limiting its delivery mechanisms.  Offering a pick-up service would impact on the existing streamlined logistics process and slow down delivery time for all customers.

Insurance

Lizandez incorporates the cost of insurance into its shipping charge, so there is never a concern about your goods being lost in transit.  Should your goods not arrive, Lizandez will resend the item.

Free Delivery Threshold

For Australian and International customers, free shipping will apply to the nominated amount advertised on our website. International customers free shipping threshold is based on the Australia dollar and is indicatively converted into the relevant currency. Lizandez tries to reward its customers for purchases over a nominated amount by offering free shipping. Lizandez may vary this nominated amount at any time due to fluctuations of all currencies and is not under any obligation to provide free shipping to any country.  Any custom fees, duties or taxes associated with the purchase are the responsibility of the receiver.  Lizandez is not responsible for any increases or decreases in any particular currency that may conflict with Lizandez advertised International free shipping threshold. Lizandez takes great care and regularly monitors the fluctuations in currency and makes reasonable allowance for this in its indicative free shipping threshold conversion rate. There maybe some countries that Lizandez determines it can not offer free shipping to, again, this is at the sole discretion of Lizandez.

Your Rights to Return a Product
Only prior to the processing of the order will a credit be offered if you have changed your mind about the product, made an incorrect choice, or failed to verify and accurately provide information when placing an order. We will only be able to effect this change if you contact us immediately prior to the processing of the order.  This will be assessed on the merits of each claim.

No refunds will be given if you have simply changed your mind.

You cannot return a bag or product if it has been personalised with Laser Engraving or personalised in any way.

However if the claim is accepted, the original purchase must be returned to us in brand new condition, with the packaging and item being exactly as it was when you received it.  All Products must be packed in the original, unmarked packaging including any accessories, manuals, documentation and warranties that were shipped with the Product.

If the returned item is in a noticeably used condition, then a credit may not be offered.

Given the nature of the presentation of the products on the web and different types of displays and screens in use, colours, textures and fabrics shown on our Website may slightly differ from the actual item.

Return postage will be at your expense.

If eligible, we will issue you a Credit Voucher to the value of the item, once the item is returned and assessed.

Faulty Items

If your item arrives Dead On Arrival or you find a defect arises after delivery please contact our Customer Service department. Each case will be assessed on case by case basis on its merits. Please provide photographic proof of any damage were possible, to help us verify your claim.

At the discretion of Lizandez and depending on the fault, you may be offered the choice of refund, store credit, repair or replacement of the item (subject to availability).  Return postage of faulty items to be assessed will be at Lizandez expense.

Incorrectly Described Items
Lizandez works hard to present the products on our Websites as accurately as possible. As much as we try to avoid it, on some occasions the information on our Websites may contain inaccuracies. We make no warranty or representation that the information provided by our suppliers, including in relation to product descriptions or images is correct, accurate, complete or reliable. However, please contact our Customer Service team if you have received an item that has not been correctly described.

In the event that it is verified that you have received an incorrectly described item you will be entitled to a remedy, which may include a full refund by your original method of payment.

Return postage of any incorrectly described items will be assessed by Lizandez on a case by case basis.

Some Products – Manufacturer Only Warranty
Some Products sold through Lizandez are serviced and supported exclusively by their manufacturer in accordance the warranty information provided on the listing.

The Australian Consumer Law provides that items which we supply come with guarantees that cannot be excluded.  You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.  You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you do discover a fault or defect please ensure you notify Lizandez, attempting to repair the item yourself automatically voids any type of warranty or guarantee.

Trying to repair the item yourself may also cause additional damage therefore Lizandez or the manufacturer will not be held liable.

Lizandez is not a manufacturer of products. However, it may be more convenient for you to liaise with the manufacturer directly.

For some items, manufacturer’s offer their own optional or additional warranties.

Our Liability
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. You may also be entitled to remedies that cannot be excluded under the Australian Consumer Law if any services supplied by us fail to meet a consumer guarantee under the Australian Consumer Law.

Without excluding, restricting or modifying the rights and remedies to which you may be entitles under the consumer guarantees provisions of the Australian Consumer law or our liabilities under those provisions:

You acknowledge that we do not make any warranty or representation as to the suitability of products for any purpose;

We exclude all other implied terms and warranties, whether statutory or otherwise, relating to the products; and

We will not be liable to you for indirect and/or consequential loss arising from or connected to this agreement in contract, tort, under any statute or otherwise (including, without limitation, for loss of revenue, loss of profits, failure to realise expected profits or savings, loss or corruption of data and any other commercial or economic loss of any kind) unless such loss arises as a result of our own negligence or willful misconduct.

Our liability to you for loss or damage of any kind arising out of this agreement or in connections with the relationship established by it is reduced to the extent (if any) that you cause or contribute to the loss or damage. This reduction applies whether our liability if in contract, tort (including negligence), under any statue or otherwise.