FAQ's

WHERE IS COLCAM HOME BASED?
We are based in the Western Suburbs of Melbourne, Victoria in Australia.

DO YOU HAVE A PHYSICAL STORE LOCATION?
No, for the moment, ColCam Home operates as an online only store.

WHERE DO YOU SHIP?
ColCam Home ships within Australia only.

CAN I COLLECT MY ORDER FROM COLCAM'S WAREHOUSE?
Collection from our warehouse is reserved for Very Heavy or Over Sized Large Item collections (such as Sofas or Bar Carts). Please email sales@colcam.com.au to organise an appropriate time. This allows us to ensure your order is packed and ready for your arrival.

WHY HAVE I RECEIVED MY CONFIRMATION EMAIL BUT HAVE NOT YET RECEIVED MY SHIPPING CONFIRMATION?
Once you have placed your order and we have processed your payment, we will provide you with an order confirmation by email. This email does not guarantee that the item(s) you have ordered is/are available. It represents confirmation that we have received your order. Your order represents an offer to purchase, which we accept when we dispatch your item(s) and send you an email confirming that your item(s) has/have been dispatched. If an item is not in stock, we will contact you via email to advise an approximate ETA. Once the goods have been handed over to the designated shipping carrier, the contract between you and ColCam Home is complete.

I’VE CHANGED MY MIND, CAN I GET A REFUND?
Please note all sales with ColCam Home are considered as Final Sales and are not eligible for return or exchange unless the item(s) is/are faulty. To be eligible for a manufacture/fault exchange, photos of the fault must be emailed to us within 48 hours of receiving the item(s). Please note, natural variations in colours and small size discrepancies do not qualify as faults as our items are handmade using natural materials.

Under Australian Consumer law, you are entitled to the refund of a faulty product if an exchange of that item is not possible. Where there is a manufacturing fault, ColCam Home will offer a straight swap replacement.
Please note we do not offer refunds unless required by law and any shipping costs incurred are non-refundable. Should you return an item outside of a manufacturing fault, you will be responsible for returning the item at your own cost & a restocking fee of 20% will be deducted from your refund.

DAMAGED OR LOST IN TRANSIT
All items are carefully inspected before being packaged and dispatched. We have strict packaging requirements when we are packing your pieces, and all care is taken when packaging our products for a safe journey to its new home. Whilst we take every precaution to ensure that your item is packaged carefully, occasionally there may be damage incurred during transit. Please note that once we hand your parcel over to our courier/freight partners, they are responsible for your item(s). ColCam Home is not liable for any damages or loss during transit.

If you receive a package that looks in poor condition with possible damage, please report it to the delivery person you are receiving the package from and take a photo of the condition of the package immediately, before they leave your house. Once it is signed for and/or left at your home, it is considered an acknowledgement by the courier company that you have received the items in acceptable condition.

If your parcel was left at your premises, and you open it to discover your items are damaged, take photographs and contact the courier company immediately.

WHAT IF I AM NOT HOME WHEN MY DELIVERY ARRIVES?
Please note, all of our deliveries are marked as "Authority to Leave". We are not held responsible for any missing or damaged parcels.

In the case that you find your parcel/item has been damaged during transit, please raise a 'damaged parcel claim' through the courier/freight company who delivered your parcel, using your tracking number and any photographic evidence. Keep any packaging that the product arrived in, as this is often required by courier/freight companies as evidence.

WHY IS THERE IS A SMALL VARIATION IN MY PRODUCT COMPARED TO THE WEBSITE?
Each ColCam item is hand made by a real person who has mastered their art and craft, therefore some natural variation will occur from piece to piece (ie: ducks will have their heads facing in different directions). We also make a conscious effort to use natural and sustainable materials only, and as with all things in nature, no two pieces will ever be identical. We chose to promote the individuality of each item that we have on range and appreciate that each is unique and perfectly imperfect to the next.

NATURAL CHARACTERISTICS & VARIATIONS
Each ColCam item is hand made by a real person who has mastered their art and craft, therefore some natural variations will occur from piece to piece. We also make a conscious effort to use natural and sustainable materials, and as with all things in nature, no two pieces will ever be identical. We chose to promote the individuality of each item that we have on range and appreciate that each is truly unique & that these variations form a part of their beautiful characteristic. The following are not considered manufacturing faults:

Differentiation in wood or bamboo colour due to being a natural product & displaying its own growth characteristics
Natural wood grain markings or burns - this was a living thing before it was crafted into your beautiful item
Raffia colours not matching - these are grasses that naturally dry to different shades and this cannot be controlled
Slight variations in sizing - due to our items being handmade please allow a 1-3cm variation from piece to piece as it is almost impossible to create identical pieces when handcrafted
Markings, Holes and Scratches on Brass - this is a by-product of the process of handcasting brass
Chips & Dents in Sandstone products - these are made from a soft & porous material that is prone to marking when it touches hard surfaces. Please be mindful when purchasing these items.
Natural Cracks in Coconut Palm items - coconut palm is known to crack as it ages & continues to dry out. Please be mindful when purchasing these items.