Answers to some of our most asked questions.
What payment methods do you accept?
We accept the following methods of payment – Mastercard, Visa, Visa Debit and Direct Deposit. We take your security very seriously, therefore your payment is 100% safe with us.
When will I be charged?
Payment is charged immediately after security checks from your bank issuer and Taradale Kitchen Co have been authorised.
How do I know my order has been placed successfully?
We will send you an acknowledgement email on successful completion of an order on the site. This email will detail the order that you have placed and will give you an order reference number. We would advise you to keep this email safe as you will need your order reference number for any further queries which you may have. Failure to provide us with an order reference number on request will result in a delay with your enquiry. Once your order has been accepted and dispatched to you we will send you a confirmation email.
I did not receive a confirmation email
Please contact us if you do not receive an acknowledgement email and we will make sure it is not a problem with our system. Acknowledgement emails are generated and sent automatically once an order has been successfully completed. You may need to check your mailbox as it may be treating our emails as spam or junk mail and you should check your spam or junk mail folders to make sure they have not gone directly to this location. You may also need to ensure that all of the details entered are correct, please pay particular attention to your payment card details, email address and delivery addresses.
The item I ordered is out of stock. Why was it on the website?
All items are subject to availability. Generally, if an item is showing on our website then it is available to order. However, during busy periods we may be in a position where we cannot supply an item or there may be an unexpected delay in dispatch. If there’s an item you’d like but looks to be out of stock, please contact us as we could have more available very shortly, they may just be on back order.
How long will my order take to be processed?
We try to process orders as quickly as possible as we know how exciting it is to get your order promptly, however please allow 24 – 72 working hours as a guide.
What is your returns policy?
Your satisfaction is our number one priority. So if you want to return something, no problem. If your item is faulty upon receipt or is not as described, we will gladly exchange the item or issue a refund. We do not accept returns for change of mind. All returns are subject to us receiving the item back within 14 days of purchase. Items must be returned with their original packaging and, unless they were damaged prior to you receiving them, must still be in an unused and saleable condition. You will be responsible for the shipping costs for returning the item. Shipping costs are non-refundable.
Can I exchange an item?
If you want a different item, the item you want is sold under a different product code, or the item you want is a different price to the price at which you bought the original product, then you’ll need to return the unwanted item for a refund and place a new order.
My order hasn't been delivered yet
Your estimated delivery date is in your Order Confirmation email – please allow until this date for your order to arrive. It’s also worth checking if there’s any local delays in your area. You’ll be able to follow your order if it’s been sent with a trackable service. You will be able to follow the process by logging into the ‘My Account’ section of our site.
I'm missing an item from my order
We may have sent your items in separate packages so please check your emails to see if any of your items will be arriving separately. If your order has been sent in different packages then each delivery note will tell you the items you can expect to find inside. Please check the delivery notes from each part of your order to make sure you’re not missing anything.
Can you ship to me outside Australia?
Currently we are only shipping within Australia, sorry. We hope to have international shipping available soon. Please let us know of your interest in us shipping to you outside Australia (and let us know where are you) so we can fast track this feature for you.