SHIPPING POLICY

SHIPPING GUIDELINES

We are pleased to offer FREE standard shipping on all purchases using Australia Post tracked service for your convenience. Unfortunately, we do not ship internationally at this time.

  • We offer same day dispatch for orders placed by 12pm (AEST).  For orders placed on SAT/SUN or public holidays, these will be posted on the following business day.
  • Metro locations have an estimated delivery time between 2 to 5 business days.
  • Remote locations have an estimated delivery time between 5 to 10 business days.
  • Express post is available for a surcharge. Please contact us for a quote prior to ordering.
  • Australia Post will deliver your parcel unattended if there is a safe place to leave it.  If you require signature on delivery, please select this option at checkout. A surcharge of $2.95 will apply.  Please note, HAJERO BRICKZ is not responsible for parcels that are marked as delivered by Australia post and then lost or stolen from the delivery address.   We highly recommend making sure someone is home to accept the delivery, sending it to a post office for collection, using Australia Post parcel lockers, or requiring signature on delivery.
  • You are required to provide complete and accurate shipping information during the checkout process. HAJERO BRICKZ is not, and will not be responsible for lost items, delays, or delivery issues that are a direct result of inaccurate, incorrect, or incomplete shipping information on your behalf.  If you become aware of incorrect shipping information after we have shipped your order, please contact us ASAP and we will do our best to recall the parcel from Australia Post. If this occurs, the initial shipping costs and return costs will be at your expense, and will be deducted from any refunds.
  • You will receive a confirmation email with tracking details once your order is shipped. You will be able to receive updates, ETA, and status of your shipment using the Australia Post app.
  • We take great care in packaging all our shipments to ensure your Lego collection arrives in perfect condition. Where possible, Lego boxes are wrapped with protective materials and secured with padding to prevent shifting and damage during transit.
  • Please note, Australia Post does not offer a fragile delivery service.  We cannot and do not offer refunds for Lego boxes that are unfortunately damaged during transit.  This is completely out of our control.  We offer a click & collect service located in Brisbane, or we can also offer a fragile delivery service through PACK & SEND.

FRAGILE SERVICE

For serious Lego collectors, damaged / bent / creased Lego boxes are annoying. We get it. It's beyond frustrating.  For this reason we are pleased to offer an alternative shipping option with PACK & SEND who offer a fragile 'Freight plus Warranty' service.  This cost will be an additional surcharge to your order. Please contact us for a quote prior to submitting an order on our website.

More information can be found on the PACK & SEND website.

LOST / DELAYED SHIPMENTS

We have sent and received thousands of parcels with Australia Post over the years.  Whilst rare, lost and delayed shipments do unfortunately occur from time to time.  If your item does not arrive on time, please be patient and wait 5 business days before contacting us.  Our experience, and the Australia Post website state that most late parcels do in fact arrive within 5 business days of their expected delivery date.

If your item has still not arrived after 5 business days, please contact us.   We will then contact Australia Post on your behalf and request an investigation to help resolve the issue efficiently & promptly.  Please note, Australia post will not commence this investigation until 5 business days have lapsed since the expected arrival date. Please be patient and allow the Australia Post process to occur.

At the completion of the investigation, if your shipment cannot be located and is considered "lost" by Australia Post, we will offer an identical replacement (if stock is available), OR a full refund in line with our refund policy.

For more information please see the Australia Post website.

ORDER CHANGES & CANCELLATIONS

We are more than happy to assist with any order changes, cancellations, or refunds prior to your order being dispatched.   If you require this please contact us ASAP and we will make the necessary changes.  Please understand that once an order has been dispatched, we are unable to make any changes or cancel your order.  Occasionally it may be possible to recall an order that has already been shipped and moving throughout the Australia Post network.  If this occurs, any shipping costs already paid by us will be deducted from any refund amount in line with our refund policy.

 

RETURN POLICY

 

RETURNS

Due to the rare collections we stock, we are not able to offer change of mind returns on any purchases.   We also do not offer repair, replacement or refunds under the ACCC consumer guarantees if any of the following apply:

  • You received what you asked for but simply changed your mind, found the product cheaper somewhere else, or decided you didn't like the purchase or had no use for it.
  • The problem with the product was caused by the consumer misusing it.
  • You knew of or were made aware of the problem with the product before you bought it (but you may be entitled to a repair, replacement or refund for a different problem with the product that wasn't made clear to them before you bought it)
  • Asked for a service to be done in a certain way against the advice of the business
  • The problem with a service was caused by the actions of someone other than the business (HAJERO BRICKZ).

To be eligible for a return, the Lego box must be in the same condition that if left our warehouse in. It must be in brand new condition, with the official Lego seals still intact.  Any evidence of seal or box tampering will result in your return being rejected.   

To start a return, please contact us at: orders@hajerobrickz.com.au

If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Shipments sent back to us without first requesting a return will not be accepted.   Please note, for any returns that are approved we will deduct the return shipping cost from your total refund.

DAMAGED DELIVERIES

We understand receiving damaged Lego boxes can be extremely frustrating for serious Lego collectors. We do our upmost to package every parcel the best we can do avoid damage while in transit.  It is not possible for us to offer a return for a damaged Lego box.  If you are a serious Lego collector and require a fragile shipping service, please see our shipping policy above for more information.

 MISSING / REPLACEMENT LEGO PARTS

We have opened thousands of Lego sets over the years.  From time to time missing Lego pieces, parts & bags do unfortunately occur as a result of manufacturing and packing errors from the Lego distribution factories.  This is more common with 'BRICKLINK' Lego sets.   We unfortunately do not offer refunds for missing Lego pieces, parts or bags as this is out of our control.

The good news is that if this occurs, the Lego customer service is one of the best in the world.  It's why we love Lego!  For missing Lego pieces and parts, please follow the instructions below:

  1. Head to LEGO.com and follow their instructions for reporting missing pieces
  2. Enter your set number located on the front of your Lego box
  3. Enter your missing piece number 
  4. Enter your contact information

Replacement parts will generally arrive in 2 weeks.  Once your shipment arrives in Australia, you will receive a tracking number from Australia Post that will appear in the Australia Post app.  Please note, these orders will require signature on delivery - yes, even for a Lego piece worth 10c!

Note: We find it best to link your Lego set to your Lego Insiders account before submitting a request for missing pieces and parts.  A Lego Insiders account is free to register on the official Lego website.   Registering your Lego set is done by scanning the QR code (doesn't apply to Lego sets produced prior to 2019) located on your instruction manual that comes with your Lego set.   

Once your Lego set is linked to your Lego Insiders account, missing pieces and parts requests are generally instantly approved.  If you do not register your Lego set to your Lego Insiders account, Lego has been known to manually intervene and then manually approve requests for missing pieces once you can provide proof of purchase (i.e. a tax receipt).  This is to stop people exploiting the missing parts service offered by Lego.

REFUND POLICY

 

REFUNDS

We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method (excluding initial and return shipping costs) within 7 business days.   Please note it can take some time for your bank or credit card company to process the refund. If more than 7 business days have passed since we've approved your return, please contact us.

We strictly comply with the ACCC consumer right laws. These can be viewed here.