Order & Delivery Policy
Delivery charges
Delivery charges include handling, admin and packaging fees.
Australia
* Delivery charges depend on weight and destination
* Guidelines:
1 kg $11 example: 2 knives
3 kg $13 example: 4 - 6 knives
* Please note: If delivery is outside of major metropolitan areas, an additional charge may be incurred, based on postcode and weight. We will contact you to inform you of the charge prior to shipping.
* Delivery is by Australia Post - (Registered Mail or Express Post) or Fastway Courier.
International
* We now offer single class premium International shipping from Australia. Any parcel under 2 kg will be sent via Registered Post - International Airmail. All parcels over 2 kg will be sent via EMS International Courier (Australia Post do not offer Registered Post International over the 2 kg limit)
* International shipping times quoted by Australia Post are 7-10 working days but please note: this does not take into consideration unforeseen delays by Quarantine or Customs at the destination country.
* Please note: All payments to be made in Australian dollars only.
* International orders may be subject to local duties and taxes depending on value of items and destination country. Gifts may or may not be subject to local duties and taxes. These fees are to be paid by the customer/recipient in the destination country.
Delivery risk and insurance
Australia
* If your package is sent within Australia, your parcel is fully insured by Chef's Armoury. All orders sent by Australia Post and Fastway Courier must be signed for.
International
* In the rare occasion that your parcel has been lost in the postal system Chef’s Armoury will take responsibility and organise a full refund or another item to be delivered. However, if the article has been signed for at the destination country Chef's Armoury cannot take responsibility.
* All International orders must be signed for by the recipient.
How to order
1) Order and pay online
* Order online 24 / 7 via the online shopping cart. Click on the “Buy Now” button of the product(s) you wish to purchase
* This is the fastest + easiest ordering method
* We host a fully secure payment page in conjunction with Eway and Westpac merchant facilities. You can also pay by Paypal.
* If you experience any technical problems online or do not receive an email confirmation of your order, please contact us as your order may not have been processed.
2) Order online and pay by fax form
* Order online and during the payment stage, choose the payment method - "Credit card payment by fax form".
* You will see a fax form with your order that you must print, fill out and fax to Chef's Armoury.
* This form will be processed by our Westpac merchant facility in conjunction with Eway.
- Fax within Australia- (02) 9411 1464
- Fax from outside Australia- +612 9411 1464
3) Order by phone
* We will answer any questions and place your order straight away.
* Phone us with your order +61 2 9699 2353 between 10:30am – 4:30pm EST Monday – Saturday. If the phone is unanswered, leave a message with your name, contact number and best time to contact you. If you are calling from an overseas phone number, do not leave a message, please try again later or contact us via email.
* Please have the product names and product codes ready. We will send you an email or fax detailing your order and address details for confirmation before processing payment and dispatching.
Payment method
Online orders
1. Credit card payment online. Visa and Mastercard only. We do not accept American Express. Online payments are processed on our secure server and processed by Eway in Australian dollars. Eway is one of Australia's most trusted and secure online payment solution providers.
2. Credit card payment via fax. When completing your order online, choose the payment method "Credit card payment by fax form". Fill out your credit card details and fax to Chef's Armoury.
- Fax within Australia- (02) 9411 1464
- Fax from outside Australia- +612 9411 1464
3. Pay with Paypal
Phone orders
* Pay by credit card over the phone or by fax. Visa and Mastercard accepted. We will send you a tax invoice by email with your order and address details once payment has been accepted.
Delivery time
Australia
* Standard delivery within Australia is 3 – 7 working days (excluding Public Holidays and Christmas period) once payment has been received.
* Standard delivery is via Australia Post (Registered Mail or Express Post) or Fastway Courier.
* All Registered Mail and Fastway Courier parcels must be signed for.
* If no-one is available at the time of delivery and
- if your parcel is sent by Australia Post-Registered Mail, your parcel will be sent to the nearest Australian post office and a card will be left for you to collect your items.
- if your parcel is sent by Fastway Courier, you will receive a calling card to organise another delivery time.
* We will make every effort to ensure that your order is delivered within the estimated delivery time however due to circumstances outside of our control your order may be delayed. Chef’s Armoury cannot guarantee delivery time frames.
Urgent deliveries - Australia
* If you would like to organise an upgrade to Express/Platinum Post deliveries please email your request to: hudson@chefsarmoury.com
* If convenient you can organise to pick up your knives directly at Chef's Armoury – 747 Botany Rd Rosebery NSW. Opening hours 10:30am – 4:30pm Mon - Sat. Please email your request for personal pickup to hudson@chefsarmoury.com
International delivery time
* First class shipping - Approximately 3 - 10 working days depending on destination. Due to local Quarantine and Customs conditions delivery may take longer than the estimated time.
Acceptance of delivery
Australia & International First class shipping
* All deliveries will require a signature. (excluding standard Express Post items)
* When you receive your package, check that the packaging has not been damaged or tampered with. If so, write this clearly on the delivery note of the delivery acceptance form.
* Please note that anyone who signs for the goods at your nominated delivery address will be assumed to be authorised by you to do so. This includes but is not limited to staff, colleagues, relatives and friends.
30 day guarantee
Chef's Armoury offers a 30 day customer satisfaction guarantee. If you are not completely happy with your purchase, please contact Chef’s Armoury within 30 days of the date of purchase. We will issue you with an Exchange or Credit Note for future purchase valid for 3 months from the date of purchase. We do not issue Refunds if you have simply changed your mind but are happy to give an Exchange or Credit Note.
Conditions
* We will only accept a return if the product is still new, never used/washed, is returned in its original packaging and is in 100% re-saleable condition. There must be nothing written or stuck on the item itself or it’s packaging other than the postal packaging.
* We are unable to refund original delivery + handling fees. You will be liable for the following charges: 1) Safe packaging and delivery of the item(s) back to Chef’s Armoury, 2) Delivery charge for the Exchange product or Credit note and 3) an Administration charge of $11.
* This satisfaction guarantee is valid for 30 days from the date of purchase.
* We do not accept returns after 30 days from the date of purchase.
* You must send back a copy of the original receipt with the returned item(s).
* Continue reading “Returns Policy” below for more details.
Returns policy
* All items are inspected before they are dispatched from our warehouse. If you have received the wrong items please contact us within 48 hours of receipt of delivery.
* Returns will only be accepted if you have been given an RA number (return authorisation number) and a copy of our Returns Form, obtained by contacting Chef’s Armoury.
* We will not issue an Exchange or Credit Note until the item(s) have been inspected by our warehouse staff.
* We will only accept returns if the item is still new, never used, never washed, is returned in its original packaging and is in 100% resaleable condition. There must be nothing written or stuck on the item itself or it’s packaging other than the postal packaging.
* If the product is faulty, damaged or not as described, Chef’s Armoury will incur the shipping charges.
* Please ensure you send back a copy of the original receipt with the returned item(s).
* Please send the item back in it’s original packaging. It is your responsibility to ensure it is packaged securely.
* Please note that Chef’s Armoury is not responsible for items lost in transit to us. Hence we recommend that you mail back the return by Registered Mail – Australia Post or if shipping internationally, by a registered mail service.
Damage in transit
* If there are any problems with your order, please contact Chef's Armoury within 48 hours of receipt of delivery.
* Chef’s Armoury will not be held responsible for any damage or breakage if informed after 48 hours of receipt of delivery.
* Insurance companies require evidence via photos of the damaged item & its packaging before you send the item back. Please email or send these with your return to help us assess & process your return more quickly.
* If the product is damaged or broken as a result of courier or postal transit, please keep all original packaging for inspection by our warehouse staff.
* Please send the item back with the original packaging enclosed within thick/corrugated cardboard or a strong cardboard box. If sending from within Australia, please send by Australia Post – Registered Mail.
* We will not issue an exchange or credit note until the item has been inspected by our warehouse staff. If it has been found that damage was not the result of transit and was in fact due to negligent use of the product on your behalf, no exchange or credit note will be issued.
Damage due to misuse or neglect
* We do not accept returns for customer misuse and abuse of our products.
* For all knife purchases, please read the Knife Care instructions found with every order of knives which is also displayed on this website.
* We do not accept returns due to misuse. Remember, knives have limitations. Do not cut frozen food, bones and extremely hard materials or you will chip the blade. There are special purpose knives made for these tasks. Do not twist the knife as you cut or you may break the tip, warp or chip the blade. Do not leave the knife wet. Dry the blade and handle immediately after use.
Miscellaneous
Incorrect address
* If you have given us an incomplete or incorrect address you will be charged a re-delivery charge plus a $11 administration fee.
Partial Shipments
* Due to unforeseen circumstances, if some ordered items are not in stock we will only charge you for the items that are in stock. You may elect to replace the item with a similar product or place the item on backorder. Additional delivery charges will apply to backordered items. We will notify you before dispatching your order.
* You can choose to cancel backordered items at anytime before they are shipped from our warehouse.
Waitlisted / out of stock items
* If an item is out of stock you can choose to waitlist for that item. Simply email us to be put on the waitlist for that product.
* Once that item is back in stock we will contact you by email.
Special order knives
* Some knives can only be bought by special purchase order often because they are made to order. The expected delivery date on Special Order knives is dependent on the manufacturer and subject to change.
* Special order knives require payment in advance.
