Last updated: 30 July 2026
Thank you for shopping with Rivercity House & Home Co.
We offer free shipping to most metro and regional postcodes across Australia, with live tracking and delivery protection included with every eligible order.
Our aim is simple: clear delivery information, reliable updates and fast support if anything goes wrong.
This Shipping & Delivery Policy applies in addition to your rights under the Australian Consumer Law.
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded.
Rivercity House & Home Co currently delivers within Australia only.
We do not currently offer international shipping.
We are unable to deliver to:
PO Boxes
Parcel lockers
Locations that cannot be safely or legally accessed by our delivery partners
Delivery availability may also depend on the product’s size, weight and the courier services available to your postcode.
Standard shipping is free to most metro and regional postcodes across Australia.
You can enter your postcode into the Free Shipping Checker on the relevant product page to confirm whether your address is eligible.
Some remote, far-regional, island or difficult-to-access locations may:
Incur an additional delivery surcharge
Have limited courier availability
Be unavailable for certain large or heavy products
Where a surcharge has not been calculated automatically, we will contact you before dispatch. You may accept the additional charge or cancel the affected order for a full refund.
Remote postcode information is provided near the end of this policy.
After placing your order, you should receive:
An order confirmation email
A tax invoice as payment receipt
Please check your spam or junk folder if these emails do not appear in your inbox.
Keep your tax invoice or receipt as proof of purchase.
Orders are processed Monday to Friday, excluding public holidays.
Orders placed over a weekend or on a public holiday will begin processing from the next business day.
We aim to process and dispatch most standard orders within 1–5 business days.
Processing includes:
Payment and order checks
Stock allocation
Warehouse release
Packaging and courier preparation
Processing is not the same as dispatch. Your order is considered dispatched once it has been handed to the delivery partner and tracking has been issued.
Large, heavy, fragile or bulky products may require specialist handling, pallet transport or a larger delivery vehicle and may take longer to prepare.
The following estimates apply from the date your order is dispatched:
Victoria: 1–4 business days
South Australia: 2–5 business days
New South Wales and Australian Capital Territory: 3–6 business days
Queensland and Tasmania: 3–7 business days
Northern Territory and Western Australia: 4–14 business days
Metro deliveries are generally faster, while regional and remote deliveries may take longer.
These timeframes are estimates rather than guaranteed delivery dates. Delivery times may vary depending on:
Your postcode and delivery location
Courier capacity and operating schedules
The size or weight of your order
Public holidays
Severe weather, road closures or transport disruption
Events outside the reasonable control of Rivercity House & Home Co or the courier
If your order is delayed, we’ll do our best to contact you promptly with an update and keep you informed until it is back on track.
During major sale events, seasonal promotions and other periods of unusually high demand, order processing and delivery may take up to 7 business days longer than our standard timeframes.
This may include, but is not limited to:
Any delivery estimates shown during these periods remain estimates and may be affected by increased order volumes, warehouse capacity and courier network demand.
Our team and delivery partners will continue working to process and dispatch orders as quickly as possible. Tracking details will be provided once your order has been dispatched, and we will keep you informed if your order experiences a significant delay.
Once your order has been dispatched, tracking details will be sent to the email address provided at checkout.
Tracking scans are controlled by the courier. Although most tracking updates appear promptly, there may occasionally be a delay of up to 24 hours between the physical movement of a parcel and the information shown online.
Couriers do not always call before delivery, so we recommend monitoring your tracking regularly.
Some orders contain products stored at different locations or requiring different delivery services.
As a result, your order may:
Arrive in more than one parcel
Be delivered on different days
Have multiple tracking numbers
Be delivered by different couriers
A partial delivery does not necessarily mean that an item is missing. Please check all tracking links supplied with your order.
Standard deliveries may be sent with Authority to Leave, also known as ATL.
If no one is available, the courier may leave the order in a location the driver considers reasonably safe. The final decision remains with the driver.
Possible locations may include:
A front entrance
A covered porch
A carport
Another protected area near the delivery address
If the driver does not consider the location safe, the parcel may be taken to a collection point or returned to the courier depot.
You may request that Authority to Leave not be used by adding a note during checkout. We will make reasonable efforts to pass this request to the courier, but signature services are not available for every product, postcode or delivery provider.
A collection or redelivery fee may apply following an unsuccessful delivery attempt where permitted by the courier’s terms and applicable law.
Unless a product page expressly states otherwise, standard delivery is to an accessible ground-level location.
For apartments and multi-storey buildings, delivery will generally be made to the building entrance, reception area or ground floor.
Drivers may be unable to:
Enter a home or apartment
Carry items upstairs
Use lifts or narrow internal access ways
Assemble products
Cross unsafe, steep or restricted terrain
For properties with difficult access, delivery may be made to a safe accessible point such as a driveway, garage, carport, gate or base of the property.
Please ensure there is suitable access for the size of the product and delivery vehicle.
Customers are responsible for checking that the delivery address, postcode, email address and phone number supplied at checkout are correct.
To request an address change, email support@rivercityhouseandhome.com.au or message us on WhatsApp as soon as possible.
For email requests, please use the subject line:
URGENT ADDRESS CHANGE – Order #[your order number]
Please include:
Your full name
Order number
Original address
Correct delivery address
We cannot guarantee that an address can be changed after processing or dispatch has begun.
If an order is redirected, returned or redelivered because incorrect or incomplete information was supplied, reasonable additional courier charges may apply. We will advise you of any applicable charge before arranging redelivery.
This does not apply where the address error was caused by Rivercity House & Home Co or our delivery partner.
If your order has moved beyond its estimated delivery timeframe, please contact us so we can review the tracking and, where appropriate, open an investigation with the courier.
Courier investigations generally require a short period to complete. We will keep you informed and will not require you to manage the courier claim yourself.
If we cannot supply your order within an agreed timeframe or a reasonable time, we will provide an appropriate solution in accordance with the Australian Consumer Law.
If tracking shows that your order has been delivered but you cannot locate it, please first check:
Around entrances, side gates and covered areas
Behind bins, planters or outdoor furniture
Your building reception or mailroom
With other household members
With nearby neighbours
Any delivery photograph or location note provided by the courier
If the order still cannot be found, contact support@rivercityhouseandhome.com.au or message us on WhatsApp as soon as possible.
We will review the delivery information and contact the courier where an investigation is required.
Your order is protected during transit.
In the rare event that an item arrives damaged, contact us as soon as possible at support@rivercityhouseandhome.com.au or message us on WhatsApp.
Please include:
Your full name
Order number
A description of the damage
Clear photographs or video of the product
Photographs of the outer packaging and shipping label
Photographs of any damaged internal packaging
Please keep the item and its packaging until we confirm the next steps.
Providing this information helps us assess the issue and arrange a resolution quickly. Failure to provide photographs does not remove any rights you may have under the Australian Consumer Law where other satisfactory evidence is available.
Every Rivercity House & Home Co order includes our Shipping Protection Promise at no additional cost.
If your order is confirmed as lost in transit or arrives damaged, you will not be left to deal with the courier alone.
Contact us and we will work to resolve the issue promptly.
Depending on the circumstances and your rights under the Australian Consumer Law, the appropriate solution may include:
Replacement parts
Repair
A replacement product
A refund
Our Shipping Protection Promise is provided in addition to, and does not replace, your rights under the Australian Consumer Law.
If no one is available and the courier cannot safely leave the order:
Australia Post deliveries: The parcel may be taken to a nearby Post Office or collection location. Collection instructions will usually appear in the tracking or be provided by Australia Post.
Other courier deliveries: The courier may leave a notification, update the tracking or contact you with instructions for collection or redelivery.
A reasonable redelivery fee may apply if:
The delivery address was incorrect
Access was unavailable
The receiver was not present where a signature was required
The courier was unable to leave the parcel safely
A scheduled delivery was missed
No redelivery fee will be charged by Rivercity House & Home Co where the failed delivery was caused by our error.
If an order is being sent as a gift, please ensure the recipient knows to expect it.
If a delivery is rejected, refused or not collected and is returned to the sender, we will contact you once the return is confirmed.
Reasonable return and redelivery charges may apply where the return was caused by:
Rejection by the receiver
Failure to collect the parcel
Incorrect delivery information
Unavailable or unsafe access
If you choose not to have the order redelivered, it will be handled under our Change of Mind Returns Policy once it has been returned and inspected.
Your rights under the Australian Consumer Law remain unaffected.
Occasionally, a courier may determine that an address or product cannot be serviced.
Where possible, we will attempt to arrange an alternative delivery service. An additional charge may apply, but we will obtain your agreement before proceeding.
If no suitable delivery option is available, the affected item or order will be cancelled and refunded.
To request a cancellation, email support@rivercityhouseandhome.com.au or message us on WhatsApp as soon as possible.
URGENT CANCELLATION – Order #[your order number]
Please include your full name and order number.
If we can stop the order before dispatch, we will cancel it and arrange a refund.
Once an order has been dispatched, it can no longer be cancelled in transit. You may request a return after delivery in accordance with our Returns Policy and your rights under the Australian Consumer Law.
The postcodes below may attract a surcharge or have limited delivery availability for certain large or heavy products.
2361, 2406–2409, 2627–2633, 2795, 2800, 2836, 2880, 2890–2899
0800–0804, 0810–0815, 0820–0822, 0828–0829, 0830–0832, 0834–0839, 0840–0841, 0845–0847, 0850–0854, 0860–0862, 0870–0875, 0877–0879, 0880–0882, 0885–0886, 0906–0909
4025, 4183–4184, 4271–4272, 4275, 4287, 4384–4390, 4406–4408, 4410–4428, 4454–4455, 4461–4462, 4465–4468, 4470–4498, 4507, 4570, 4581, 4612–4613, 4650, 4674, 4702, 4707, 4709, 4714–4719, 4721, 4727, 4730–4733, 4735–4737, 4741, 4743–4746, 4756–4757, 4803–4804, 4816, 4819, 4820–4825, 4828–4829, 4830, 4849
5220–5223, 5301–5304, 5306–5311, 5401, 5410, 5440, 5690, 5733
7151, 7255–7257
3697–3699, 3701, 3705, 3707–3709, 3740–3741, 3893, 3895–3896, 3898, 3900
6161, 6215, 6218–6220, 6221, 6223–6244, 6251–6258, 6260–6262, 6271, 6275, 6280–6282, 6284–6286, 6288, 6290
This list is a guide and may change as courier service areas are updated. Product size, weight and courier availability can also affect eligibility.
We want every Rivercity House & Home Co delivery to be smooth from dispatch to arrival.
If you have any questions about your order, tracking or delivery, contact us at support@rivercityhouseandhome.com.au or message us on WhatsApp.
Please include your order number so our team can assist you quickly.
Thank you for choosing Rivercity House & Home Co.
