delivery info & terms of service

 Overnight Orders need to be placed by 2pm and can only be fulfilled Monday - Friday excluding public holidays. 

Whilst we are an online store taking orders 24/7, our team operate Monday - Friday 8am - 4pm, orders will only be processed, packed and shipped during this time.

Please note this time frame only applies to full and correct orders - e.g any order with an unclear request, an incorrect address, or awaiting client instructions will be fulfilled within 48 hours of us receiving the correct information. 

Product

We reserve the right to replace items in your gift with either the same product in a different flavour or colour way, or a product as similar as possible at the same price point. If the replacement is going to be significantly different we will contact you to confirm. 

Gift Components 

We stock a comprehensive range of gifting component’s, however we completely understand that sometimes you have a specific brand or product in mind when it comes to your gifts. We are more than happy to source specific items for your bulk gifting orders, however we unable to take items such as alcohol or perishables  you have provided and add them to your order. We can take branded collateral and merchandise should you wish to add to your gifts. 

Build Your Own

Build your own is an extremely popular gift option, and we encourage you to create the perfect gift for your chosen recipient we reserve the right to invoice the shipping costs for gifts that incur a shipping fee above what was charged at the time of order. Please note, any orders placed without going through the build your own process and checking out without a gift box will be sent in a courier envelope or plain box at the clients cost. 

Message Cards

When you have found the perfect gift and headed to the checkout, there is a space to write your message card and leave us a note with any specific instructions. Orders placed without a message for the card will receive a generic message: 

Dear "recipient name" We are delighted to send you this gift on behalf of "order name" we hope you love it. Many Thanks Crowe Team xx

Delivery

We work with a range of different courier services to make sure we get your gift parcel to the recipient arrives in great condition and within the quickest timeline possible. We are not responsible for delayed or missed delivery, damaged goods or incorrect addresses. 

Returns + Refunds

Should a gift arrive damaged or with faulty goods, we will endeavour to resolve the situation as quickly as possible and where applicable will refund the product or order. We do not provide refunds to the recipients of gifts, unless they also ordered the gift. We do not refund orders that have had delayed or missed delivery. The customer is responsible for providing the correct delivery details when placing the order and will be invoiced for the courier charge if a gift is returned to us or needs to be redirected. We do not provide refunds if an expected delivery date is missed due to shipping delays, incorrect addresses. The customer is responsible for providing a correct address, however should Crowe and Co incorrectly address a gift, we will be liable for the extra courier charges. We will not be held liable for breakages in orders made without our custom packaging. Any orders of individual products are sent in basic packaging at the clients risk. 

Payment 

For standard orders not placed online, invoices are sent when the order is due and require payment within 48 hours or by agreement. For custom created or bulk orders the invoices are sent when the order is confirmed, and your place in production is confirmed when the invoice is paid. Should there be any issues with our payment terms please do not hesitate to give Sherry a call to discuss.  

Handling Fee

We pride ourselves on our customer service and are here to help with any requests or suggestions. We love working with you to create beautiful gifts for friends, family, clients, and colleagues. 

As we continue to grow, we have refined our approach to custom orders to include a small handling fee with some one-off orders to account for the time taken to create, price, and process these. 

Should you wish to place one-off orders under $200.00 directly with us, a handling fee of $15.00 will be added to your invoice unless you have an existing gifting agreement in place with us. 

Please note this handling fee only applies to order sent directly to us, any orders placed via the website do not incur this fee. 

Third Party Orders

We work with many different gift and rewards providers, if you have ordered a gift through a third party retailer such as the Airpoints Store, all orders are processed as they are given, and all queries need to be handled directly through them.