Prior to placing an order with Eastern Hill General Supplies (formerly Footage), you confirm that you have read, understood and agree to our Terms of Sale and Returns Policy, including the policies relating to full price and sale items.
By placing an order and ticking “I agree to the Terms of Sale” at checkout, you confirm that you have read and understood these Terms of Sale, including the Online Returns Policy, the Local Delivery Terms, and the Local Pick Up Terms. All orders are subject to availability and price confirmation.
By completing your purchase you confirm that you have reviewed the product description, specifications, dispatch information and any applicable best before dates prior to placing your order.
SHIPPING, DELIVERY AND LOCAL PICK UP
LOCAL DELIVERY TERMS (SYDNEY)
We offer local delivery to postcodes 2000, 2010 and 2011 as an alternative to shipping. This is an in person, hand to hand service. The recipient, their representative, or building concierge must be present to receive the order. This service does not apply to Parcel Lockers or PO Boxes.
LOCAL PICK UP TERMS
Pick up is offered only within the windows below. We do not offer after hours or on demand collection.
Windows and Location – By Appointment
Collection Point
Corner of Crown and William Street, Woolloomooloo, in front of the Boulevard Hotel.
How to confirm
After selecting Pick Up at checkout, reply to your order email with a preferred time from the windows above. We will confirm your slot. Please message us 15 minutes before arrival so we can meet you.
Alternative times
If the listed windows do not work, please contact us to arrange an alternative time within seven days of purchase. Alternatives are subject to availability. Same day pick up may not always be possible. Pick ups are not available on Sundays.
If a suitable time cannot be arranged, we can switch to shipping at the buyer’s cost.
Hold period and uncollected orders
Pick up orders are held for seven days from the Ready for Collection notice. After this period we may cancel the order and issue a store credit less a 2 percent processing fee. Food and dated items may be cancelled earlier to protect quality.
Third party collection
You may authorise someone to collect on your behalf. Written authorisation and the order number are required. Risk in the goods passes to you when the order is handed over at the meeting point.
Pick up only items
Some products are pick up only and cannot be shipped. If you cannot meet the collection windows above, do not select Pick Up for these items.
CUSTOMER RESPONSIBILITY
Customers are responsible for reviewing all product information, dispatch times, shipping costs, storage recommendations and best before dates prior to completing their purchase.
Product descriptions, specifications, dispatch times and storage recommendations listed on the product page form part of these Terms of Sale.
Eastern Hill General Supplies is not responsible for purchases made without reviewing the product description or policy information provided on the website.
ORDER CANCELLATIONS
Order cancellations must be received within 24 hours. Once an order has been processed or dispatched we cannot accept cancellation requests.
GOURMET FOOD ITEMS
Due to the nature of gourmet food products, all food sales are final unless an item is faulty or damaged in transit.
Best before dates and storage recommendations are provided on the product page where applicable. Customers are responsible for reviewing product storage recommendations and best before dates prior to purchase.
Best before dates indicate peak quality rather than food safety. When stored correctly, products may remain suitable for consumption after this date, however flavour and freshness may gradually decline.
SALE FOOD ITEMS
Please choose carefully as all sale gourmet food items are final sale.
These products may be discounted due to approaching or past best before dates, which are clearly indicated on the product page. By purchasing these items you acknowledge and accept the stated date.
Best before dates indicate peak quality rather than food safety. Products stored correctly may remain suitable for consumption after this date, however flavour and freshness may decline.
SALE ITEMS
Please choose carefully as all sale merchandise is final sale. We do not accept returns or exchanges unless an item is faulty. All items are checked prior to dispatch.
This policy does not limit your rights under Australian Consumer Law.
ONLINE RETURNS POLICY
We accept returns on full priced items within 10 days from receipt of goods for an exchange or credit note.
PRODUCT CONDITION & MATERIAL CHARACTERISTICS
Many items offered by Eastern Hill General Supplies are produced in small batches or from natural, recycled, reclaimed, handmade or vintage materials.
Product images are representative and pattern placement, colour variation or surface irregularities may differ between individual pieces.
Variations in colour, weave, surface markings, texture or measurement may occur and are considered part of the character of the item rather than faults.
Natural, recycled, reclaimed, handmade or vintage materials may display irregularities which are inherent to the material and are not considered manufacturing defects.
By placing an order with Eastern Hill General Supplies, the customer acknowledges that such variations may occur.
These characteristics do not qualify as faults and are not grounds for return, refund or exchange.
Only genuine manufacturing defects or items received in a condition materially different from the product description will be considered for replacement or store credit.
FAULTY ITEMS
Where goods are confirmed to be faulty, we will offer a repair, replacement or refund in accordance with Australian Consumer Law.
Replacement items are subject to availability.
Items damaged through misuse, negligence, improper care or normal wear and tear are not considered faulty.
In some cases the item may need to be returned to the manufacturer for inspection.
ISSUES WITH YOUR DELIVERY
All items are inspected prior to dispatch.
If there are any discrepancies with your order, please notify us in writing within 24 hours of delivery. We will investigate the matter promptly.
If we do not hear from you within 24 hours of delivery, the shipment will be considered complete and accepted.
PROCESSING YOUR RETURN OR EXCHANGE
Please contact concierge@easternhillgs.com within 10 days of receiving your order.
When contacting us please include:
Once your request has been approved you will receive a Return Authorisation number.
Returns without a Return Authorisation number may be returned to the sender.
All shipping charges on returned goods are at the buyer’s expense. Where an order qualified for free shipping, this applies only to the initial dispatch.
For exchanges, all shipping costs including re shipment are the responsibility of the buyer.
Returns must be sent via a secure shipping method with tracking. Eastern Hill General Supplies is not liable for items lost in transit.
Returns that are damaged or soiled may not be accepted and may be returned to you at your cost.
Items must be returned within 7 days for Australian orders and 14 days for international orders after the Return Authorisation number has been issued.
CREDIT NOTE
Once your return has been received and processed, a credit note will be issued by email.
Credit notes for returned full priced items include a redemption code and are valid for 3 months from the date of issue.
ADDITIONAL INFORMATION
We inspect all items prior to dispatch.
Delicate fabrics: we cannot accept returns on garments that have runs, snags or damage caused after delivery. Please refer to garment care instructions.
Certain heavy or bulky gourmet food and homeware items may not qualify for free shipping. This will be indicated on the product page.
Eastern Hill General Supplies reserves the right to refuse returns at our discretion where items are returned outside policy requirements.
Frequent or excessive returns by a single customer may be flagged and refused at the discretion of Eastern Hill General Supplies.
