Terms & Conditions, Shipping & Returns
Good Neighbours – Terms & Conditions
Welcome to Good Neighbours. By placing an order on our website, you agree to the following Terms & Conditions. Please read them carefully.
1. About Good Neighbours
Good Neighbours is a gift box company featuring 100% locally made products from the Gold Coast. Our mission is to support local businesses while delivering thoughtfully curated gifts to our customers.
2. Placing an Order
By placing an order through our website, you confirm that all details provided are accurate and complete. Orders are subject to availability, and we reserve the right to refuse or cancel any order at our discretion.
3. Pricing & Payment
All prices are listed in Australian dollars (AUD) and include GST where applicable. Payment must be made in full at the time of purchase via the available payment methods on our website. We reserve the right to correct any pricing errors before processing your order.
4. Customised & Personalized Orders
Custom or personalised gift boxes are created according to your specifications. Once an order is confirmed, we cannot accept changes or cancellations for personalised items.
5. Product Availability
All gift boxes are made using locally sourced products. Occasionally, items may be out of stock or unavailable. If this occurs, we will contact you to offer a suitable replacement or discuss alternative options.
6. Packaging & Care
We take great care in packaging our gift boxes. Some products may be perishable. Customers are responsible for following any storage instructions provided to maintain product quality.
7. Shipping & Delivery
At Good Neighbours, we hand-pack every order with care and aim to deliver your locally made gift boxes as quickly and reliably as possible.
7.1 Delivery Areas
We currently deliver:
• Across the Gold Coast and surrounding regions (local delivery service), and
• Along the Australian Eastern Seaboard, including major cities and towns in Queensland, New South Wales, and Victoria, via our trusted courier partners.
Please ensure you provide an accurate delivery address and contact details at checkout. We cannot accept responsibility for delays or non-delivery caused by incorrect or incomplete information.
7.2 Delivery Timeframes
• Gold Coast deliveries: Usually delivered within 1–3 business days of dispatch.
• Same-day delivery: Available for Gold Coast orders placed before 10 am on business days.
• Eastern Seaboard deliveries: Usually arrive within 3–7 business days, depending on location and courier schedules.
During peak periods (such as Christmas, Mother’s Day, or Valentine’s Day), delivery times may be longer due to high demand. We recommend placing your order early to ensure timely arrival.
7.3 Dispatch & Tracking
Once your order is processed, you’ll receive an email confirmation with dispatch details. Where tracking is available, we’ll include the tracking number and carrier link so you can monitor your delivery.
7.4 Delivery Conditions
If the recipient is not available at the time of delivery, the courier may:
• Leave the parcel in a safe location, or
• Leave a collection card with instructions for redelivery or pick-up.
Good Neighbours cannot be held responsible for parcels left unattended or stolen after confirmed delivery.
7.5 Delays & Non-Delivery
We always aim to meet our estimated delivery timeframes; however, unexpected delays can occur due to courier issues, extreme weather, or other factors beyond our control.
If your delivery is significantly delayed, please contact us at hello@goodneighbours.net.au, and we’ll investigate immediately.
If we’re unable to deliver your order within a reasonable timeframe, or cannot supply the products you ordered, you may be entitled to a refund under our Returns & Refunds Policy.
7.6 Bulk & Corporate Orders
For larger or corporate orders, delivery dates will be arranged in advance. We recommend allowing at least 7–10 business days before your event or gifting date to ensure all boxes arrive on time.
8. Returns & Refunds
At Good Neighbours, every gift box is carefully packed with locally made Gold Coast products. Due to the nature of our products, we only accept returns and issue refunds under the following conditions.
8.1 Returns
We do not offer returns or exchanges for change of mind. Returns are only accepted if the products you receive are damaged, faulty, or not as described.
Please contact us within 7 days of receiving your order at hello@goodneighbours.net.au with:
• Your order number
• A description of the issue, and
• Clear photographs showing the damage or fault.
For Gold Coast deliveries, we may arrange collection of the faulty products. For customers outside the Gold Coast, photographic and written evidence maybe sufficient.
8.2 Refunds
Refunds will only be issued where we have not met our Terms of Service, for example:
• Missing delivery
• Inability to supply the items ordered, or
• Supply of goods that are damaged or unusable upon arrival.
Refunds will be made to your original payment method once the issue has been verified.
8.3 Product Condition
Returned items must be in their original packaging. If food or perishable products have been opened and are deemed unusable, we may require that they are returned or that clear photographic proof is provided before a refund or replacement is approved.
8.4 Bulk & Corporate Orders
Individual boxes within bulk or corporate orders cannot be returned or refunded, except in cases of delivery damage or non-supply.
8.5 Your Rights Under Australian Consumer Law
This policy operates alongside your rights under the Australian Consumer Law (ACL).
Nothing in these Terms limits or excludes your rights to a remedy if goods are faulty, damaged, or not as described.
9. Contact & Customer Care
We’re here to help! If you have any questions, concerns, or need assistance with your order, please contact us:
Email: hello@goodneighbours.net.au
Response Time: We aim to respond to all enquiries within 1–2 business days.
For issues related to:
• Delivery delays or problems
• Damaged or faulty products, or
• Refunds and returns
please include your order number and a clear description of the issue, along with any supporting photographs if applicable. This helps us resolve your request as quickly as possible.
We value your feedback and strive to ensure every Good Neighbours gift box meets our high standards and your expectations.
