“On your website it is not clear that postage is calculated after the order is "made". I was looking at two websites one made it clear that postage would be calculated once address details etc were added and yours indicated postage was zero (after adding payment details and address details a postage amount was included and, whilst slightly disappointed I continued with the transaction any way rather than confirming pricing of th alternative with postage included. Unfortunately my order was during the Xmas period so communication wasn't great and delivery details were not highlighted before the order went in. All in all the product is exactly what I was after.”
Hi John,
Thank you for taking the time to leave a review and for your kind comments about the product — we’re very pleased to hear it was exactly what you were after.
We’re sorry to hear there was some frustration around shipping and communication, particularly around the Christmas closure period.
We’d like to clarify that our website does display shipping costs before purchase - customers can use the “Estimate Shipping” button in the cart to enter their postcode and see the delivery cost before proceeding. In the checkout, the shipping line shows as “–” until an address is entered, at which point the exact shipping cost is calculated and displayed before payment is taken.
Our shipping page also displays the costs for the different types of items - e.g. hardware has a flat rate of $11, Australia-wide:
https://www.restorationonline.com.au/shipping/
Your order was placed on 5 January, which was the first day we reopened after our Christmas break. An email was sent to advise of the temporary backlog caused by the holiday closure, and an invoice was issued the following day showing an estimated ship date of 14 January. Your order was dispatched on that date as advised.
We do understand how timing and holiday closures can make things feel less clear, and we apologise for any confusion caused.
Thank you again for your order and for your feedback. We genuinely appreciate it and are always working to improve the clarity of our checkout and communications for our customers.
— Restoration Online
Hi Robert,
Thanks for your review! We’re really glad to hear the nails matched the description on the site. If you need any help with future orders, just let us know.
Kind regards,
The Restoration Online team
Hi Shane,
Thanks for your review! We’re really glad you were happy with the range, prompt delivery, and Kristina’s communication. We've passed your kind words onto her!
If you need any help with future orders, just let us know.
Kind regards,
The Restoration Online team
“So impressed with the team at Restorations Online. The item I wanted was unexpectedly out-of-stock with the supplier, so they were straight on the phone to me with alternative options. When the product arrived (curtain tie backs) it was exactly what I needed.”
“Great experience, good communication on delivery time frames and very happy with quality product for our 1933 California bungalow.
Will shop here again.”
“The cast iron robe hooks are excellent exactly what I wanted. This is the 2nd product I have bought and Restoration Online are a great company. It is the one stop shop for all my home restoration needs. Highly recommended!”
“I ordered a window latch an 2 tabs for pulling the window up.
On the turning part of the latch, I can barely turn it to be able to close or open the window.
I will need to buy one somewhere else - a latch which is able to be turned.
The 2 tabs are fine.”
Hi Katherine,
Thank you for your review and we're so sorry to hear there's a issue with the window latch you purchased.
These are covered by warranty, and our team is always here to help with any issues. I've sent an email with the link to our warranty form, once we have more information we are more than happy to lodge a warranty claim for a replacement with our supplier.
Kind regards,
Samantha
Restoration Online
English
