Terms of Service

Terms of Service

Last updated: [28 August 2025]

1. About us

This website is operated by Conrad-S (“we”, “us”, “our”). Our workshop is in Taggerty, Victoria, Australia. You can reach us at hello@conrad-s.com.
By accessing our site and/or purchasing from us, you agree to these Terms and to our Privacy Policy, Shipping Policy, and Returns & Refunds Policy (together, the “Policies”).

2. Using our site

You must be at least 18 or have a parent/guardian’s permission to purchase. You agree not to misuse the site, break the law, or attempt to interfere with security or normal operation.

3. Handcrafted timber & product images

We make handcrafted items from natural timber. Each piece is unique and may vary in colour, grain, knots and finish from photographs. These natural variations are not faults. Please follow any care instructions provided.

4. Orders & processing

  • We review orders at the end of each working day (Mon–Fri) and package/ship accordingly.
  • In-stock: Filter Friends, Table Mates and Coasters are usually in stock and ship within 1–2 business days.
  • Made-to-order: Some pieces are handcrafted to order. If so, we’ll email you a dispatch date as soon as your order is placed.
  • Your order is an offer to buy. We accept your order when we send an order confirmation email. We may refuse/cancel and refund any order where we can’t process payment or reasonably fulfil.

5. Pricing, taxes & payment

Prices are in AUD and include GST where applicable. Shipping rates are shown at checkout. We may change prices at any time before you place an order. Payment is taken at checkout via our approved payment providers.

6. Shipping & delivery

  • Carrier: Australia Post, shipping Australia-wide from Melbourne (VIC).
  • Estimated delivery times (once dispatched):
    • Standard: 2–4 business days same-state; 3–6 business days interstate.
    • Express: 1–2 business days same-state; 1–3 business days interstate.
  • Tracking: We email your Australia Post tracking number as soon as your parcel is on its way.
  • Local pickup: Free workshop pickup in Taggerty, VIC is available—select at checkout and we’ll contact you to arrange a time.
  • Packaging: We pack using recycled and sustainable materials wherever possible.
  • Important: Delivery timeframes are estimates provided by Australia Post and may vary due to factors outside our control. Risk of loss passes to you upon delivery to the address you provide (or upon collection for local pickup).

7. Returns & exchanges

We want you to love your timber homewares. If something isn’t right, please contact us and we’ll help.

  • Window: Contact us within 14 days of delivery.
  • How to start: Email hello@conrad-s.com with your order number, a brief explanation, and photos if relevant. We’ll reply with approval and return instructions.
  • Condition: Items must be unused, in their original condition and packaging, and you’ll need proof of purchase.
  • Return shipping:
    • Change of mind / exchanges: Return postage is paid by the customer.
    • Faulty or damaged items: We cover return or replacement shipping (see §8).
  • Method: Returns are by post, or by appointment at our Taggerty workshop for local customers.
  • Natural variation: Handcrafted timber means natural variation in colour and grain—each piece is unique. Such natural variation isn’t a fault.

Nothing in these Terms limits your rights under the Australian Consumer Law (ACL).

8. Damaged or incorrect items

If your item arrives damaged or you received the wrong product, please email hello@conrad-s.com with photos and your order number ASAP. We’ll organise a replacement at no extra cost (or another suitable remedy).

9. Refunds

  • Refunds are processed back to your original payment method.
  • Please allow up to 5 business days after we receive the item back for funds to appear—bank processing times can vary.

10. Made-to-order & custom

Where an item is made to order, production begins soon after purchase. Please check details carefully before confirming your order. Lead times will be communicated by email.

11. Promotions & gift cards

Promotions and discount codes can’t be combined unless stated. Gift cards/store credit (if offered) are non-refundable and valid for the period required by law.

12. Intellectual property

All content on this site—text, logos, images, designs, and product photography—is our property or used with permission. You may not use it without written consent.

13. Third-party services

We use third-party platforms (e.g., Shopify, payment providers, Australia Post, analytics/ads tools). Your use of those services may be subject to their terms. We aren’t responsible for issues arising from those third-party services.

14. Privacy

We are committed to protecting your privacy. We collect, use and share personal information to operate our store, fulfil orders, process payments, provide support, communicate with you (including service messages and marketing if you opt-in), improve our services, and prevent fraud. Data may be hosted internationally by Shopify and other providers in accordance with applicable laws.
For full details—including information collected, cookies, data retention, your rights (access, correction, deletion, marketing opt-out), and contact details—please read our Privacy Policy (linked in the site footer). You can always reach us at hello@conrad-s.com for privacy requests.

15. Warranties & liability

To the maximum extent permitted by law, the site and products are provided “as is” and we exclude all warranties not required by law. Our liability is limited, at our option, to replacement, repair, resupply, or refund, or the minimum required under the ACL. We don’t exclude liability that cannot legally be excluded.

16. Accuracy & availability

We try to keep information accurate, but errors may occur. We may correct errors, change or discontinue products, and limit quantities at any time.

17. Force majeure

We’re not liable for delays or non-performance caused by events beyond our reasonable control (e.g., natural disasters, carrier delays).

18. Governing law

These Terms are governed by the laws of Victoria, Australia. Disputes are subject to the exclusive jurisdiction of the courts of Victoria.

19. Contact

Email: hello@conrad-s.com
(We’ll supply a return address once your return is approved.)

20. Acknowledgement of Country

Conrad-S acknowledges the Traditional Owners of the land on which we work and create — the Taungurung and Wurundjeri Woi-wurrung peoples. We pay our deepest respects to their Elders past and present, and recognise their ongoing connection to land, waters, and culture. Always was, always will be, Aboriginal land.