Overview

Thank you for choosing Kaguya. We specialise in premium office furniture and workspace solutions. This Shipping Policy explains our delivery processes, timeframes and related conditions.

Our standard delivery service is kerbside delivery or delivery to the nearest accessible ground-floor entrance of the delivery address.

Standard delivery does not include indoor placement, delivery above ground level, stair carrying, lift access, assembly, unpacking, packaging removal, tailgate lift service or forklift unloading unless otherwise agreed in writing.

Additional services may be available by prior arrangement and may involve an additional charge.

Shipping Coverage

Kaguya provides delivery to physical street addresses throughout Australia, including metropolitan, regional and remote locations.

Shipping is currently available within Australia only. International shipping is not available through our online checkout.

We do not deliver to PO Box addresses or Parcel Lockers, as many furniture products require freight delivery to a physical street address.

Delivery timeframes and shipping charges may vary depending on the delivery postcode, product size, product weight, freight requirements, carrier schedules and local delivery arrangements.

Section 1 – Premium Custom Products: Overseas Sourcing and Delivery Within Australia

Some Premium Custom Products are manufactured overseas and imported into Australia by KAGUYASU PTY LTD before final delivery to customers within Australia.

KAGUYASU PTY LTD arranges importation, customs clearance, transfer to an Australian warehouse or logistics facility, and domestic delivery coordination.

1.1 Order Processing and Production: 5–16 Business Days

This period may include product preparation, manufacturing, quality checks, packaging and export arrangements.

1.2 Sea Freight Transit: 17–21 Business Days

This period may include export processing, vessel scheduling and ocean transit to Australia.

1.3 Australian Customs Clearance and Local Transfer: 6–8 Business Days

This period may include customs clearance, import processing and transfer to an Australian warehouse or local logistics provider.

1.4 Domestic Delivery: 2–10 Business Days

This period covers final delivery within Australia and may vary depending on the delivery postcode, carrier availability, delivery appointment arrangements and site access conditions.

1.5 Import Duties, Taxes and Customs Charges

For Premium Custom Products delivered within Australia, KAGUYASU PTY LTD is responsible for applicable customs duties, import GST, import processing charges and standard customs-clearance charges incurred in importing the products into Australia.

Customers will not be required to pay separate customs duties, import taxes or customs-clearance charges after checkout for these products.

All prices are shown in AUD and include GST where applicable. The applicable delivery charge will be displayed at checkout before payment is completed.

The total amount payable by the customer consists of the product price and the delivery charge displayed at checkout, except for optional services or redelivery charges that have been separately quoted or arise under this Shipping Policy.

Overall Delivery Estimate: 6–11 Weeks

The overall delivery estimate for Premium Custom Products is approximately 6–11 weeks from order confirmation. Actual delivery time may vary due to production schedules, vessel availability, customs processing, port conditions, carrier capacity, delivery postcode and final delivery arrangements.

All delivery timeframes stated in business days exclude weekends and applicable public holidays.

Section 2 - Australian Standard Stock Items (In Stock)

2.1 Order Processing Time: 1–2 Business Days

For Australian standard stock items, orders are generally processed and prepared for dispatch within 1–2 business days after payment confirmation.

Processing time may be longer where stock verification, address confirmation, freight booking, public holidays, special delivery arrangements or regional delivery coordination is required.

2.2 Estimated Delivery Time: 2–10 Business Days

After dispatch, delivery of Australian standard stock items usually takes approximately 2–10 business days for most locations across Australia.

Delivery to regional or remote areas may require additional transit time depending on the delivery postcode, carrier schedules and local delivery arrangements.

Delivery estimates are provided as a guide only and are not guaranteed delivery dates.

Overall Delivery Estimate: 3–12 Business Days

2.3 Warehouse and Logistics Coordination

Kaguya works with Australian warehouse and logistics partners to coordinate stock handling, dispatch and delivery.

Warehouse collection, approved returns or other warehouse arrangements are available only by prior appointment and written confirmation from our customer service team.

Section 3 - Delivery Services

3.1 Standard Delivery

Standard delivery is generally provided from Monday to Friday during normal business hours.

Depending on the carrier and delivery address, standard delivery may be kerbside delivery or delivery to the nearest accessible ground-floor entrance.

Standard delivery does not include indoor placement, stair carrying, lift access, assembly, unpacking, packaging removal, tailgate lift service or forklift unloading unless otherwise agreed in writing.

3.2 White-Glove Premium Service

White-Glove Premium Service may be available for selected orders and delivery locations at an additional charge.

Subject to availability and prior written confirmation, this service may include:

• indoor placement;
• furniture assembly;
• unpacking and packaging removal;
• additional handling for oversized items; 
• tailgate lift or forklift arrangements where required and available.

White-Glove Premium Service is not included in standard delivery charges. Service availability, scope, timing and fees will be confirmed with the customer in writing before the service is arranged.

No White-Glove Premium Service charge will be added without the customer’s prior approval.

3.3 Delivery Carriers

Orders may be delivered by third-party freight carriers, courier services, furniture delivery providers or other logistics partners selected according to the product size, delivery postcode and delivery requirements.

The carrier used for a specific order may vary. Tracking information, delivery instructions or appointment details will be provided where available after dispatch.

Section 4 - Delivery Responsibilities

Customers are responsible for providing an accurate delivery address, valid contact details and reasonable access for the selected delivery service.

Please ensure that someone is available to accept delivery where a signature, delivery confirmation or scheduled appointment is required.

If delivery cannot be completed because of customer absence, incorrect address details, restricted access, unavailable contact details or other customer-related access issues, a redelivery, storage or additional carrier charge may apply.

Where a redelivery or additional carrier charge applies, we will advise the customer of the applicable amount before arranging the relevant service.

If required redelivery or storage charges remain unpaid, delivery may be delayed until the outstanding charges are resolved.

Section 5 - Shipping Costs

Standard delivery charges are calculated based on the product weight, dimensions, quantity, delivery postcode, freight requirements and delivery distance.

The applicable standard delivery charge will be displayed at checkout before payment is completed.

Kaguya provides delivery throughout metropolitan, regional and remote areas of Australia. Delivery charges for regional or remote postcodes may differ from metropolitan delivery charges due to freight distance, carrier operating costs and local delivery arrangements.

Standard delivery charges do not include optional White-Glove Premium Service, indoor placement, assembly, tailgate lift service, forklift unloading, special-access services, or charges arising from failed delivery, incorrect address details, absence at delivery, restricted access or redelivery.

Where an optional service is requested, we will provide a quote or written confirmation before arranging that service. No optional additional service will be arranged without customer confirmation.

For specific shipping rates, please refer to the Australia shipping rates.

Section 6 - Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking number.You can log in to the logistics tracking website to check: Enter your tracking number.

Section 7 - Delivery Damage and Consumer Guarantees

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Customers are encouraged to inspect their order as soon as reasonably practicable after delivery.

If an item arrives damaged, incorrect, incomplete, defective or not as described, please contact us promptly and provide your order number, photographs or videos of the issue, and any relevant delivery information.

Prompt notification may assist us in assessing the issue and coordinating with the carrier where appropriate. However, we will not refuse to assess a product issue or provide a remedy required under the Australian Consumer Law solely because it was not reported within a specified number of days.

Where required under the Australian Consumer Law, we will provide a repair, replacement, refund or another appropriate remedy depending on the nature of the issue and whether it constitutes a major or minor failure.

For specific details, please refer to the Return and Refund Policy.

Section 8 - Delivery Address Requirements

Kaguya delivers throughout Australia to physical street addresses, including metropolitan, regional and remote locations.

We do not deliver to PO Box addresses or Parcel Lockers. A physical street address is required to enable freight delivery of furniture products.

Customers are responsible for ensuring that the delivery address is accurate, accessible and suitable for the selected delivery service.