Shipping policy
Shipping & Returns Policy
Last updated: January 19, 2026
At Stone & Form, we are committed to ensuring your unique handcrafted basin arrives safely and that you are clear on our policies. Please read the following carefully.
Shipping
1. Shipping Area
We currently ship to all states and territories within Australia. We do not offer international shipping at this time.
2. Shipping Costs
We are pleased to offer FREE standard shipping for metro areas only Australia-wide for a limited time.
3. Processing Time
Orders are processed within 1-3 business days. You will receive a shipping confirmation email with tracking information once your order has been dispatched.
4. Delivery Timeframes
Delivery times vary depending on your location. As a guide:
•Metro areas (East Coast): 3-7 business days
•Regional areas & WA/NT/TAS: 7-14 business days
These are estimates only. Our basins are heavy goods and are shipped via a specialised courier network.
5. Delivery Process
Our basins are heavy (approx. 20kg) and require careful handling. Deliveries are made to your ground floor front door. Please ensure someone is available to receive the delivery. You may need assistance to move the item.
Returns & Refunds
1. Damage on Arrival
It is crucial that you inspect your basin within 48 hours of delivery. If your product has been damaged in transit, please:
1.Take clear photos of the damage to the product and the packaging.
2.Email us at info@stoneandform.com.au within 48 hours of receipt, including the photos and your order number.
We will arrange for a replacement or a full refund. Claims made after 48 hours from delivery may not be accepted.
2. Change of Mind
We do not offer refunds or exchanges for change of mind. Please choose your basin carefully.
3. Natural Variation — Not a Defect
As detailed in our Terms & Conditions, our basins are made from natural marble and will contain variations in colour, veining, and texture. These are not defects.
By purchasing, you agree that natural variation is a characteristic of the product and is not grounds for a return or refund.
4. Incorrect Item
If you have received the wrong product (e.g., you ordered an Aura basin and received a King basin), please contact us within 48 hours at info@stoneandform.com.au and we will arrange for the correct item to be sent at our expense.
5. Warranty
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure.
A major failure does not include natural variations in the stone, or damage caused by improper installation, use, or cleaning.
How to Initiate a Return (for Damaged or Incorrect Items)
1.Contact us at info@stoneandform.com.au with your order number and photographic evidence.
2.We will assess your claim and provide you with instructions.
3.Do not return any items without prior authorisation from us.
If you have any questions about our Shipping & Returns Policy, please don't hesitate to contact us.