Terms and conditions

Please read our terms and conditions for products and class tickets. You can also check our pick up and delivery details here.

REFUND POLICY

Please review your selection carefully before purchasing.
Please also check your order carefully when you pick up or take delivery. No claims will be recognised after 24 hours. If 24 hours have elapsed since your purchase, unfortunately we can’t offer you a refund or exchange.

If you believe the produce you’ve received is defective, damaged or significantly different from what you purchased, please call or email to let us know. We’ll require photographs that illustrate the problem so we can be clear what the issue is. If the problem can’t be determined via photographic evidence we may ask to view the actual product.

Replacement of goods
If your claim is accepted, we’ll do our best to replace the item/s in question as quickly as we can. If we’re unable to replace the item with the same product then we’ll either offer you a similar alternative or refund the payment.

Refunds
Once your claim is approved, we’ll process the refund and a credit will automatically be applied to your credit card or original method of payment. This process may take up to a week to occur.

Cancellation penalty
If you decide that you need to cancel your purchase and require a refund, we will charge a processing fee of 15% or $20.00, whichever is the greater.

Unfulfilled orders
Sometimes things go awry and we can’t fill your order. This is particularly so in the world of pasture-based farming where there are many unpredictable natural elements at play. If this happens, we’ll do our best to give you as much notice as we can. We’ll offer you the choice of a refund or an alternative product of similar characteristics and value.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at orders@featherandbone.com.au.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. If there is a valid claim for a sale item, we’ll issue a credit.

CANCELLATION POLICY FOR CLASSES

Class tickets are non-refundable and valid for 12 months.

Feather and Bone has a strict 10-day cancellation policy. If you need to change a booking, please let us know MORE than 10 days prior to the event.

If you're making a change before 10 days from the date of your class, we can transfer you to another class or offer you a credit. Credits are valid for three months.

If you cancel 10 days or less before the class date we can't transfer or credit your ticket. But we're happy for you to send someone else in your place. If you decide to do this, please notify us as soon as possible.

Feather and Bone reserve the right to cancel or reschedule a class or offer a refund in the event that postponement is not suitable. If this happens, we’ll notify you as soon as possible and no later than 48 hours before the scheduled class date.

PICK UP

1. Where can I pick up my order?

You can pick up from us at Marrickville from Tuesday to Friday, 10.30 am - 5 pm, or Saturday, 8.30 am - 4.00 pm. 

2. Is there a minimum amount for pick up orders?

Picking up from us at Marrickville:
No limit - buy as much or as little as you wish.

3. Can I bring my own bag to pick up my order?

This only works at our place in Marrickville. We love it when you bring your own eski or cooler bag.

If you’re picking up from another location, feel free to bring the box and ice mat from your previous order and we’ll pick them up when we deliver your next order. The more we recycle them, the better.

4. Can you pack my meat in my own, reusable storage containers?

Yes, we're very happy to do this (anything to avoid more plastic), with a few provisos.

  • It only works when you're picking up your order from our Marrickville butchery.
  • Please let us know when you place your order that you'll be bringing your own containers.
  • We don't take responsibility for the integrity of our meat once we've put it into your containers - our returns policy doesn't apply.
5. When do I need to place my order?

By midday the day before. If it's after midday, please call and we'll do our best to fit it in.

DELIVERY

If you're not home when we deliver, our driver will leave your box in a secure spot (or as instructed by you) and we'll send an sms message to let you know it's been delivered.

Please note: we require a minimum delivery order value of $80.00.

1. Where do you deliver?

We deliver all over Sydney and we sub-contract a refrigerated courier service to deliver further afield. 'Further afield' means areas like the Blue Mountains, Canberra, Newcastle, the Central Coast and other cities. Please get in touch if you need delivery outside Sydney.  

2. What if I’m outside the delivery zones?

If you live outside the areas to which we can deliver or you need delivery on a day that doesn’t correspond with our delivery schedule, we’ll organise for a contract courier to deliver. See above.

3. How much does delivery cost? 

Depends how far you are from us. Delivery is calculated by postcode and ranges from $10.00 - $50.00.  

Free delivery for orders over $300.00 that we deliver (that don't require third party courier delivery service).

4. How will my order be packed?

All orders are packed in a sealed styrofoam box with frozen ice mats inside. Your produce will remain fresh and cold inside the box for at least eight hours or longer. 

We mostly use recycled styrofoam boxes from Flemington Market so please don’t expect a sparkly new one. Your box will be clean, but not particularly pretty.

5. Will you pick up the box?

What goes around, comes around and we like to recycle as much as possible. Ideally, when we deliver your order, you’ll leave out your box and ice mats from your previous order for us to pick up.

If you’re home when we deliver, our driver is happy to wait for you to decant your produce and take the box away on the spot.

We’re working on options to styrofoam boxes but, at this stage, it’s the best solution for keeping your produce intact and fresh.

6. What about security?

Our drivers will use their judgement to put your box in a spot that is out of the weather and concealed from the street.

However, if you’d like us to put your order in a special spot, please provide simple instructions in the shipping section when you check out.

7. When do I need to place my order?

Please review the table above. If you’re outside the square, please call or email us and we’ll do our best to work out a solution for you.

 

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