FREQUENTLY ASKED QUESTIONS
How do I lodge a warranty claim?Connor DyeFor all warranty and product enquiries, please fill out the form here and our After Sales team will be in touch within 24 - 48 hours. Please note that all fields must be completed with photographic evidence provided in order to lodge your enquiry or claim. For any urgent enquiries, please call (07) 5520 2775 after completing the form.
Can I update my shipping details after I have placed an order?Connor DyePlease email our After Sales team with your order number and the correct delivery details as soon as possible. If your order has already been dispatched, you will be required to contact the courier directly in order to redirect the parcel. If you require express shipping, please contact our After Sales team to update your order; however, please note we are unable to change your shipping preference once an item has been shipped.
How long will it take for my items to arrive?Connor DyeAll shipping timeframes are reflective of the delivery service selected at checkout and therefore, we cannot guarantee delivery times. We recommend contacting the respective carrier for up-to-date delivery timeframes.
How much do you charge for shipping?Connor DyeShipping costs are calculated automatically at the checkout based on the weight of your order. However, orders over $1000 are eligible for free standard shipping (exclusions apply). If you require a shipping quote in advance, please contact us via live chat, email or phone.
I have a discount code; how will it be applied to my order?Connor DyeAny type of discount or coupon code is applied equally over each item in an order. Please note, discounts cannot be used on shipping costs, redeemed for cash or for a refund.
Can I order an item that is on backorder?Connor DyeYes you can. All in stock items will be sent together and any items on backorder will be sent once they are back in stock.
What payment methods do you accept?Abi InteriorsWe accept Visa, MasterCard and Amex. We also offer payment through PayPal and AfterPay.
Can I modify an order once it has been placed?Abi InteriorsUnfortunately, we are unable to modify an order once it has been placed. If you did not add a product to your order, you will be required to place a separate order. If you want to cancel a backordered item, please get in contact with our After Sales team.
Can you hold my order at your warehouse after I have made payment? Teigan GleesonWe are able to hold orders for up to two weeks from the payment date. After two weeks, all in-stock items will be shipped to the address provided. If you would like your order held at our warehouse, please get in touch with our After Sales team to make arrangements.
When do ABI gift cards and store credits expire? Teigan GleesonAll gift cards and store credits are valid for 3 years from the date of purchase.
What happens if my order is delivered when I am not home? Abi InteriorsMost packages from ABI require a signature upon delivery. This means you are required to be home in order to accept your parcel. If you are not home at the time of delivery, a card will be left with details for alternative collection from your local post office or courier collection location. If authority to leave is available for your order, you can elect via the courier to have your package left in a safe place. Please note, this option voids insurance and ABI is not liable for stolen or damaged goods.
Do ABI products come with a warranty? Teigan GleesonABI Interiors offers a limited 25-year warranty for residential customers. More information on residential warranty conditions can be found here. Please note, our non-residential warranty differs from our residential warranty. For non-residential warranty enquiries, please email: [email protected]
Can ABI products be installed outside? Abi InteriorsABI products are not designed or covered under warranty for external use unless otherwise specified. This is due to the coatings being exposed to harsher exterior conditions and UV light.
What is your returns policy?Abi InteriorsFor change of mind purchases, you may return your item(s) to ABI within 30 days of purchase, in exchange for a full refund. Please note, all return postage costs are at the customer’s expense. Please click here to view the full terms and conditions of our returns policy.
Can I exchange an item?Teigan GleesonABI does not offer exchanges due to our high stock turnover. Please lodge a return with the item you no longer require and place a new order for all new items required.
Can I return an item paid for with a gift voucher or store credit?Teigan GleesonYes you can. Once your return has been processed, customers who made their purchase using a gift card will be issued with a voucher equal to the value of the returned items. For orders made using store credit, your ABI account will be re-issued store credit equal to the value of the returned products.
I forgot to add my voucher and/or coupon code to my order. Can I add it after my order has been processed? Teigan GleesonAll orders are final once payment has been processed. A coupon code or voucher code cannot be redeemed for a refund or applied to an order once it has has been processed.
I would like to return items from two different orders; can I send the items in the same parcel?Teigan GleesonIf you are returning items from two different orders, you are welcome to post them in the same parcel. However, a return must be lodged for each order via our returns portal and both return summaries must be included in the returned parcel. If you are sending more than one parcel, please select the correct number of labels when lodging your return via our online portal.
I paid for my return via the online returns portal, but I have not received an email with the returns postage label. What should I do?Teigan GleesonThis email will be sent directly from Australia Post within 15-20 minutes of lodging your return. If you do not receive an email from Australia Post with your return postage label, please check your junk mail as it could have been sent there. If you still have not received this, please contact the After Sales team at [email protected] within 48 hours of lodging your return.
What happens to my refund if my card has expired or is no longer in use? Teigan GleesonAll refunds are processed back onto the same card that was used at the time of purchase. We cannot process a refund on a different card. Please allow 10 business days for the funds to appear in your account. If the card used at the time of purchase has expired or has been cancelled, the bank will redirect the refund to your new or replacement card. If you do not have a new card, the bank will redirect this to the bank account. Please note: This is in the majority of cases. If you have not received the funds within 10 days, please get in touch with our After Sales team.
How do I return an item that was purchased at a reseller?Teigan GleesonAs each store has their own returns process, you are required to get in contact with the place of purchase to lodge a return. Please be aware that the reseller may not accept returns for change of mind, as ABI’s returns policy only applies to products purchased directly from ABI. The reseller will then provide you with the necessary paperwork required to lodge the return. Please note, you may be required to return the products to ABI directly.
Where is ABI located? Can I purchase your products in-store?Abi InteriorsOur range is available to shop in-store at our Burleigh Heads Showroom, located at 3/128 Kortum Drive, Burleigh Heads, Gold Coast, QLD 4220. Alternatively, we have a number of reseller locations across Australia that showcase a range of our products. To find your nearest location please click here.
Where are your products manufactured?Abi InteriorsOur products are designed by our in-house team at our Burleigh Heads HQ who work closely with our manufacturing team in Guangzhou, China. All ABI products meet strict Australian and New Zealand guidelines and WaterMark ratings. Our tapware is also certified under AS/NZS 3718:2005..
Do your products have a WaterMark accreditation?Abi InteriorsAll ABI applicable products have WaterMark accreditation and a minimum 3-star rating. Please note, spouts on their own do not require a WELS rating as it is determined by the mixer it is paired with. Our WaterMark labels refer to the AS/NZS 3718:2005 as this includes the AS/NZS 4020 Standard.
Do you sell your products internationally? Abi InteriorsOur tapware is certified under AS/NZS 3718:2005 meeting Australian and New Zealand standards, however, we do sell our products internationally. Please get in touch with our sales team via [email protected] for more information about international orders.
Do your products contain lead? Abi InteriorsOur stainless steel range is lead free while our solid brass range contains a low percentage of lead. However, the leaching levels in our solid brass products are deemed as safe and are well below the Australian standard.