運送政策
General
In case of online purchases from Gram Sustainable's website, anyone present at the delivery address is considered authorised to receive the delivery. It is the buyer’s responsibility to provide the correct delivery address. Gram Sustainable is not responsible for damage or loss of goods due to an incorrect address being provided.
Gram Sustainable delivers online orders through third-party delivery partners. Therefore, some aspects of delivery are beyond our control. Once we hand over your order to the delivery partner, we cannot confirm the exact delivery time. However, we work closely with our delivery partners and customers to help track your order if there are any delivery issues.
Some products are sensitive to environmental factors, and while we store them in controlled conditions, we cannot control the environment during transportation. During hotter months, some items MAY MELT during transit. We do not take responsibility for melted items, and no returns or refunds will be provided if melting occurs.
We also cannot control how the product is unpacked and stored within a few hours after it is received. We advise against leaving your delivery outdoors for a long period of time. Gram Sustainable is not responsible for theft or damage if no one is present at the delivery address to receive the package in a timely manner.
If the customer hasn’t provided special delivery instructions, the package will be left at the doorstep or in a safe place near the front door if no one is home to receive it. Once the product has been delivered, Gram Sustainable is not responsible for loss or damage to the order.
Customers have the option to include specific delivery instructions, such as requiring a signature upon receipt of the order. If these instructions are provided, our delivery personnel will wait for the signature. If no one is present to sign, Gram Sustainable is not responsible for any damage or loss when the order is returned to the courier depot.
Gram Sustainable does not take responsibility for any damages to your order caused by events such as fire, floods, strikes, accidents, war, or embargoes that are beyond our control. In such events, the delivery period may be extended.
Local Deliveries
Gram Sustainable offers local delivery to all areas in and around Melbourne within a 30km radius. Please allow 3 - 5 business days for your order to be packed. We will notify you of any delays as soon as possible.
Interstate Delivery
Please allow 3 - 5 business days for your order to be prepared. Once the courier collects the package, we cannot guarantee proper handling of the items. While Gram Sustainable takes every precaution to package and protect the goods, we are not liable for any damages caused by courier mishandling. If the parcel is lost or damaged in transit, responsibility for compensation lies with the courier. We will assist you in claiming compensation if loss or damage occurs.
- Weight Limit: The weight limit for interstate deliveries is 10kg. For parcels exceeding this weight, shipping costs will be borne by the customer. An invoice will be issued, and the payment must be made before the parcel is shipped.
Shipping Terms for Perishable Items
Perishable items, including milk, juice, eggs, and any products requiring a cold chain, are available only for Melbourne-based customers. Gram Sustainable does not ship perishable items outside the Melbourne area.
If you are located outside of Melbourne and have access to a cold chain courier service, we are happy to coordinate the release of your order with your chosen courier. However, all arrangements and costs for cold chain shipping must be handled by the customer to ensure the safe delivery of perishable items.
If you live within Melbourne, our team will contact you to discuss the best time for the safe delivery of perishable items.
Click & Collect
Please note that we will prepare your order close to your selected pick-up date and notify you when it’s ready. Any delay in pick-up from your end may result in prolonged exposure of the products to oxygen, potentially reducing the quality. Gram Sustainable is not responsible for replacing or refunding items that experience a change in quality due to a delay in pick-up beyond the advised time.
Changes to Terms and Conditions
Gram Sustainable reserves the right to make changes or updates to our terms and conditions. Any changes will take effect as soon as they are updated on our website. We recommend checking our terms and conditions regularly to stay informed of any updates.