Shipping policy

Shipping Policy

Effective Date: 1/12/25

At Mirrors by Reflect, we’re committed to delivering your mirrors safely and efficiently across Australia. This Shipping Policy outlines our delivery processes, estimated timeframes and your rights as a customer.

1. Shipping Coverage

Domestic Shipping

We ship Australia-wide to all states and territories, including:

• New South Wales (NSW)
• Victoria (VIC)
• Queensland (QLD)
• South Australia (SA)
• Western Australia (WA)
• Northern Territory (NT)
• Tasmania (TAS)
• Australian Capital Territory (ACT)

We deliver to most Australian postcodes. If we cannot service your location, we will notify you during checkout or via email. Please contact hello@mirrorsbyreflect.com.au if you experience any postcode-related issues.

Please note: We do not ship to PO Boxes. A valid physical delivery address must be provided at checkout.

International Shipping

While our website is configured for domestic shipping only, we can arrange international delivery upon request. Please contact hello@mirrorsbyreflect.com.au with your location and order details for an international shipping quotation.

2. Products We Ship

We specialise in shipping the following mirror types:

• Wall mirrors
• Floor mirrors
• Bathroom mirrors
• Decorative mirrors
• LED mirrors
• Custom made-to-order mirrors

All mirrors are packaged using durable 5-ply protective cartons and soft internal linings designed to minimise movement and protect the product during transportation.

3. Processing Times

Orders are generally processed within 24 business hours of purchase during operating hours:

Monday to Friday
8:00 AM – 4:00 PM AEST/AEDT

Same Day Dispatch

Orders placed before 12:00 PM (midday) on business days may qualify for same day dispatch, subject to:

• Stock availability
• Pre-order allocations
• Warehouse capacity
• Peak retail periods

Orders are not processed or dispatched on weekends or public holidays.

Custom Mirrors

Custom made mirrors require extended production lead times due to their bespoke nature. Estimated lead times will be provided prior to purchase and are in addition to standard delivery timeframes.

4. Delivery Timeframes

Estimated delivery timeframes after dispatch are:

 

These delivery estimates are indicative only and may vary depending on:

• Your exact location
• Courier availability
• Order size and freight classification
• Weather conditions
• Peak retail periods
• External freight network delays

Express shipping may be available for select postcodes and will appear at checkout where applicable.

Peak Period Delays

During peak retail periods, including Black Friday, Christmas, promotional campaigns and public holiday periods, dispatch and delivery timeframes may be extended. We recommend allowing additional time for delivery during these periods.

5. Shipping Costs

Live Shipping Rates

We offer estimated live shipping rates calculated in real-time at checkout based on current carrier pricing and delivery information available at the time of purchase.

Due to the oversized, fragile and heavy nature of our products, freight pricing is calculated using volumetric weight, delivery location, access requirements and carrier network availability to provide the most accurate delivery estimate possible.

Freight Rate Adjustments & Remote Delivery Charges

All shipping rates displayed at checkout are estimates only and are subject to change prior to dispatch.

Due to the oversized, fragile and heavy nature of our products, shipping rates may occasionally increase after checkout, particularly for:

• Regional or remote delivery locations
• Oversized or palletised freight
• Tail-lift vehicle requirements
• Restricted access deliveries
• Additional handling requirements
• Significant increases in carrier charges or fuel surcharges
• Changes imposed by third-party freight providers beyond our control

In rare circumstances where the actual freight cost materially exceeds the amount paid at checkout, we reserve the right to contact you prior to dispatch to advise of any additional shipping charges required to fulfil the delivery.

Where this occurs, you will have the option to:

• Pay the additional freight amount and proceed with dispatch; or
• Cancel your order for a full refund prior to shipment.

While we endeavour to absorb minor freight fluctuations where possible, we cannot guarantee fixed shipping rates for oversized freight deliveries across Australia.

Mirrors by Reflect reserves the right to delay dispatch until any additional freight charges are accepted and paid.

Oversized & Heavy Freight

Some orders may be classified as oversized freight and may:

• Exceed 30kg
• Require pallet transportation
• Require tail-lift truck access
• Require manual handling procedures under Australian transport safety regulations

Shipping costs for oversized freight may vary accordingly and will be displayed or confirmed prior to dispatch.

Packaging Disposal

We are not responsible for the disposal or removal of packaging materials, pallets or protective wrapping unless explicitly included as part of an installation service.

Free Shipping Promotions

From time to time, we may offer free shipping promotions or volume-based freight incentives. Any applicable promotions will be clearly communicated on our website or marketing materials and automatically applied at checkout where eligible.

6. Couriers & Tracking

We work with trusted Australian freight and courier partners to ensure reliable transportation of your order.

Once your order has been dispatched, tracking information will be emailed to you where available.

Please note that some hand-delivered or installation orders may not include live tracking updates.

7. Delivery Process

Authority to Leave

All deliveries are sent with Authority to Leave unless otherwise requested.

This authorises the courier to leave the package in a safe location at the delivery address provided if nobody is present to receive the delivery.

Once the courier confirms delivery at the nominated address, risk and responsibility transfer to the customer.

It is your responsibility to ensure:

• The delivery address is correct
• The location is safe and accessible
• Someone is available if required

We are not liable for deliveries made to incorrect addresses provided at checkout.

Missed Deliveries

If delivery cannot be completed, the courier may:

• Leave a collection card
• Return the item to the depot
• Arrange redelivery

Any redelivery fees imposed by the courier are the responsibility of the customer.

Change of Delivery Address

If you need to amend your delivery address, please contact us immediately at:

hello@mirrorsbyreflect.com.au
0456 843 961

Prior to Dispatch

If the order has not yet been dispatched:

• Additional freight charges may apply if the new address is more expensive to service
• Any reduction in freight costs may be refunded at our discretion

After Dispatch

If the order has already been collected or dispatched by the courier, you will be responsible for all additional charges associated with redirecting or redelivering the shipment.

8. Local Pickup

Local pickup is available from our warehouse in Matraville, Sydney during warehouse operating hours.

Once your order is ready, you will receive collection instructions via email or phone.

Customers collecting orders must present:

• Photo identification
• Order confirmation

Vehicle Safety Requirements

Customers must attend collection with a suitable vehicle capable of safely transporting fragile oversized glass products.

Please ensure:

• Your vehicle dimensions are adequate for the packaged product size
• Additional clearance is allowed for packaging materials
• Appropriate securing straps or restraints are available

Our warehouse team reserves the right to refuse collection if they reasonably believe the vehicle is unsafe or unsuitable for transportation.

This policy exists to protect:

• The customer
• The product
• Other road users

9. Risk & Responsibility

Transfer of Risk

Risk and ownership of goods transfer to the customer once delivery has been completed to the nominated address.

Until delivery is completed, Mirrors by Reflect retains responsibility for the goods.

Safe Arrival Guarantee

If your mirror arrives damaged during transit, we will replace the item at no additional cost, subject to compliance with our damage reporting requirements.

10. Damaged or Faulty Items

Reporting Damage

Due to the fragile nature of our products, any transit damage must be reported within 2 business days of delivery.

Damage claims submitted outside this timeframe may not be accepted.

To submit a damage claim, please email:

hello@mirrorsbyreflect.com.au

Please include:

• Full name
• Order number
• Clear photographic evidence of the damage
• Images of packaging where applicable

Assessment & Resolution

Once assessed, we may offer:

• Replacement of the damaged item
• Store credit
• Refund where applicable
• Assistance coordinating disposal or collection

11. Delays & Unforeseen Circumstances

While we aim to meet all estimated delivery timeframes, delays may occur due to circumstances outside our control, including:

• Courier operational delays
• Extreme weather events
• Flooding or natural disasters
• Industrial action
• Port congestion
• Pandemic or health-related disruptions
• Freight network disruptions

Mirrors by Reflect is not liable for delays caused by third-party freight providers or force majeure events.

Where delays occur, we will assist customers on a case-by-case basis and provide updated ETAs where possible.

12. Installation Services

Professional installation services may be available depending on your location.

Please enquire at the time of purchase or contact hello@mirrorsbyreflect.com.au for pricing and availability.

NSW Installation Orders

For NSW customers selecting installation services:

• Packaging and rubbish removal may be included
• Orders may be hand-delivered by our internal teams or local partners
• Tracking may not be available for these deliveries
• Delivery and installation appointments will be coordinated directly with you

Installation pricing, scheduling and service scope will be confirmed prior to booking.

13. Australian Consumer Law

Nothing in this Shipping Policy excludes or limits your rights under the Australian Consumer Law (ACL).

Under the ACL, customers may be entitled to:

• A replacement
• Refund
• Repair
• Compensation

where goods are faulty, damaged or not delivered within a reasonable timeframe.

For more information, visit the Australian Competition and Consumer Commission website.

14. Contact Us

If you have any questions regarding shipping, delivery or your order, please contact us:

Mirrors by Reflect
Phone: 0456 843 961
Email: hello@mirrorsbyreflect.com.au

Business Hours:
Monday – Friday
9:00 AM – 5:00 PM AEST

Warehouse Hours:
Monday – Friday
6:00 AM – 1:00 PM AEST

Warehouse Location:
Matraville, Sydney NSW

Mirrors by Reflect reserves the right to amend or update this Shipping Policy at any time without prior notice. Any updates will be published on our website and become effective immediately upon publication.