Delivery Process

Last updated: 15 November 2025

We take great care to protect your order throughout its journey to you.

Here’s a quick guide to our delivery process, including answers to common questions and what to expect before, during, and after your order arrives.
1. How will I receive my vanity?

We’re based on the Gold Coast and deliver Australia wide.

Your delivery method will depend on your location:

  • South East QLD & Northern NSW: Delivered by local couriers.
  • Other regions: Delivered by trusted third-party couriers or freight carriers, such as TNT.

We’ll communicate the applicable delivery method to you.
2. Can I collect my order from your Gold Coast workshop?

Yes, you're welcome to arrange a collection.

Collections are available on weekdays or Saturday mornings, by appointment.
3. I can’t see my address at checkout. Can you deliver to my address?

Most likely, yes.

If your address doesn’t appear at checkout, please contact us so we can discuss your delivery options.
4. Which delivery options do you offer?

Depending on your location, we may be able to deliver to:

  • Your home
  • Your nearest freight depot
  • Your business address (if applicable), or
  • All of the above
5. Do you offer free shipping?

We do our best to keep our pricing fair while continuing to offer high-quality, custom-made vanities.

To make this sustainable, third-party delivery fees are charged at cost.

Rather than inflating our product prices to advertise “free shipping,” we provide transparent pricing: the cost of your vanity and the cost of delivery are quoted separately.

If the residential delivery fee at checkout seems higher than expected, please contact us to discuss your options. We do not profit from third-party delivery charges, and we’ll always do our best to find you a better rate where possible.

Depot collection and business-to-business deliveries are typically more affordable than home deliveries and may reduce your delivery costs.

If either of these options works for you, please let us know.

You're also welcome to arrange your own pickup and delivery, if you prefer.
6. How long will it take to receive my vanity?

Vanity Construction Lead Time

  • For online store orders, estimate lead times are displayed on each product page.
  • For orders placed via email, lead times are confirmed in writing and on your invoice.

Lead times refer to production only and do not include delivery timeframes.

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Delivery Timeframes

  • Delivery times vary based on your location and the size of your order.
  • Estimated delivery timeframe: 2–10 business days.
7. How will I know which day my order is being delivered?

Depending on your location, you’ll either be contacted by us to arrange a delivery day and time window, or a third-party freight provider may contact you directly.
8. What do I need to do on the day of delivery?

You, or someone you nominate, will need to be home or on site to receive the order on the scheduled delivery date.

Upon delivery, please check that all items listed on your invoice are present.

If there are any missing or extra items, please notify the driver immediately.

Please note: Due to their own safety policies, third-party delivery drivers will deliver your order to the ground floor only, to a location that is safe, flat, and accessible using their mechanical lift aid (e.g. driveway, carport, garage, or front entrance).

Please be mindful that:

  • Delivery drivers are not removalists
  • They cannot carry items upstairs or inside your home or construction site

You’ll need to arrange adequate assistance to safely move your vanity.

All of our vanities require two or more people to lift and carry safely.
9. How can I contact you if there's a problem with my order?

To report a problem with your order, please contact us using one of the methods below:

Website form: www.customvanity.com.au/pages/contact
Email: info@customvanity.com.au
Phone: 0431 204 034
10. Checking & Reporting Problems Within 24 Hours

Upon receiving your delivery, please:

  1. Inspect your order
  2. Report any damages to us within 24 hours

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Damaged Packaging

We take great care to securely package all of our products and protect them during palletised transport.

In the rare event that damage occurs during transit, please follow the steps below so we can address the matter as quickly as possible.

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If the packaging of your product appears damaged, please take clear photographs or videos of the damage before unboxing.

Continue unboxing and inspect the product.

If the product is damaged, email info@customvanity.com.au with the photos or videos attached so we can assist you.

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Why Immediate Inspection Is Important

We understand that if your build or renovation is ongoing, you may want to leave the vanity in its packaging to protect it until installation.

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However, it’s important to open and inspect it upon receipt because:

  1. Due to the nature of new builds and renovations, once time has passed, it can be difficult to determine whether damage occurred during transit or on site after delivery or installation.

  2. Discovering an issue that requires repair or replacement just before installation will likely cause delays to your project.

  3. We use third-party freight carriers which have strict guidelines and reporting periods. If damage is reported outside of their reporting period, the freight carrier may decline your claim and we may be unable to recover the costs associated with the damage.


For these reasons, any transit damage must be reported to us within 24 hours of delivery so we can assist in lodging a freight claim as soon as possible.

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We’re here to help. If anything isn’t right, just contact our team and we’ll support you through the next steps as quickly as we can.
11. Missed Deliveries

Please ensure someone is available to receive your order on the scheduled delivery date.

If delivery is attempted and no one is available, the third-party provider may charge a re-delivery fee at their discretion.

This fee is separate from us and you will be liable for these costs.