Frequently Asked Questions
Answers to the most common questions about ordering, delivery, payment and returns.
Is my product in stock?
We have the large majority of items in stock, however in some cases inventory levels are not always accurate. You can enquire about the availability of an item by contacting us at [email protected].
How do I buy this product?
Add items to your cart from the product page, adjust the quantity if needed, then proceed to the checkout via the trolley icon. You can check out as a guest — just follow the prompts for your billing information, shipping address and shipping method. Once your order has been placed, you will receive an email with your tax invoice.
Do you deliver?
Yes — we deliver Australia wide! A live freight calculator is available at checkout, with rates based on your delivery address and the order's weight and dimensions.
How long does delivery take?
Orders are dispatched within 1–2 business days from the day of purchase. Goods are delivered within 2–6 business days from dispatch, depending on your location — please allow more time for NT, WA, TAS and regional/remote areas. Please note that assistance is required when unloading large or heavy items.
Can I collect my item from a store?
No. XHG is an online-only retailer. Every order is dispatched from within Australia and delivered straight to your door, anywhere in the country.
How do I pay?
We accept credit and debit cards (Visa, Mastercard, Amex), PayPal, Zip, Afterpay and bank deposit. All payment options are shown at checkout.
How do I find out more about this product?
Please contact us for more information about any product — we're happy to help.
Am I able to cancel an order?
Yes, you may cancel an order without charge prior to payment and dispatch. To cancel your order please email [email protected] as soon as possible.
Is this brand new?
Yes, everything we list is brand new!
Do your products come with warranties?
Yes — every product is covered against manufacturing defects for 12 months, in addition to your rights under the Australian Consumer Law. Note that rust and patina on rust-finish, cast iron and recycled metal pieces is part of their intended look rather than a defect.
Can I return or exchange an item?
No refunds or exchanges after 30 days. The item must be in its original condition and original packaging — packaging must not be opened, nor the item taken out of the box. A restocking fee of 25% applies to refunds; this fee is waived if you exchange the item for something else or take a store credit note (valid for 12 months). Please refer to our Returns, Refunds & Warranty page for full details.
How will I know that my item has been dispatched?
You will receive an email confirmation with your dispatch and tracking information once your order is on its way.
I have received a product that has broken in transit. What do I do?
Please check all items for breakages on delivery and report any damage to us strictly within 24 hours. Take photos of both the package and the damaged item and send them to [email protected]. If an item is obviously broken on arrival, do not accept the delivery. If you notice the product is damaged before opening, please leave the package sealed.
Can't find what you're looking for? Contact us and we'll be happy to help.