Frequently asked questions
Products & Care
Shipping & Delivery
Returns & Refunds
Orders & Payments
Privacy & Security
Are your items handmade?
Some of our pieces are crafted by skilled artisans and may feature subtle variations making each one unique. We also offer high-quality manufactured items, carefully curated for style, function and durability.
What if my item arrives damaged?
Please check your item upon arrival. If anything is damaged or incorrect, email us within 48 hours of delivery with a clear photo. We’ll make things right, either through a replacement or a refund, depending on the issue.
How do I care for your products?
We include care instructions with each item. For decor pieces, gentle dusting and avoiding moisture is typically best. For textiles, check the tag for cleaning instructions. Still unsure? Email us to info@brickbybricksydney.com and we’ll advise based on the specific product.
How long does shipping take?
Essential Details at a Glance
- Order cut-off time: 11:00 PM (AEST Sydney). Orders placed after this time are processed the next business day.
- Handling time: 1–2 business days (Monday–Friday). Handling time is the difference between the order cutoff time following placement of an order and when the shipment for the order is ready for transit and hand off to the carrier.
- Transit time: 4–6 business days (Monday–Friday). Transit time is the time it takes the carrier to deliver a product your delivery address.
- Total delivery time: 5–8 business days (handling + transit).
- Shipping countries: Australia (AU).
- Delivery locations: we only deliver orders to all customer addresses entered in the checkout.
- Shipping cost (AU): All AU orders get free shipping.
All times are estimates based on real delivery data and may vary during peak periods or public holidays.
How much does shipping cost?
We offer free shipping on all orders.
No minimum order value required.
Will I get a tracking number?
Once your order has been dispatched, you’ll receive a confirmation email with a tracking number.
Track your order anytime via our Order Tracking Page.
Can I change my shipping address?
If you made a mistake or moved recently, email us at info@brickbybricksydney.com as soon as possible. If your order hasn’t been processed yet, we’ll do our best to update your address. If it has already shipped, changes may no longer be possible.
What’s your return policy?
Most important things to know
- You have 30 days from delivery to cancel your order.
- After cancellation, you have another 30 days to return the item.
- You’ll receive a full refund including original shipping costs, provided the product is returned in good condition.
- Return shipping costs are your responsibility, unless the product is faulty.
- To initiate a return, email us at info@brickbybricksydney.com.
- Refunds are processed within 2 days of receiving the returned item.
- Restocking Charges: none
How do I return an item?
Simply email info@brickbybricksydney.com with your order number and reason for return. We’ll send you detailed return instructions. Don’t forget to use tracked shipping to ensure your package arrives safely — we’re not responsible for items lost in return transit.
Do I have to pay for return shipping?
Yes, unless the item is defective or we sent you the wrong item, you’ll need to cover return shipping costs. This is typically around $20 AUD depending on your courier. We strongly recommend choosing a service that includes tracking so you can be sure your return arrives safely.
When will I get my refund?
Once we receive your return and inspect it, we’ll process your refund within 2 days. The refund will go back to the original payment method and will include the full item value and any initial shipping fees you paid.
How do I place an order?
Browse our collection, choose your favourite items, and add them to your cart. When you're ready, click “Checkout” and follow the step-by-step instructions. You’ll be asked to enter your shipping details and payment info before confirming. Once done, you’ll receive an order confirmation by email.
Which payment methods do you accept?
Brick by Brick Sydney currently accepts the following payment options:
- American Express
- Apple Pay
- Google Pay
- Maestro
- Mastercard
- PayPal
- UnionPay
- Visa
Note: Available payment methods may vary depending on your location, device or browser settings.
Is my payment secure?
Absolutely. Our checkout uses 128-bit SSL encryption and is fully PCI-DSS compliant, meaning your payment is protected by industry-leading security. We do not store your payment information — it is securely processed by our trusted payment provider.
Do you use cookies?
This website uses cookies to ensure you get the best experience. The collection, sharing, and use of personal data can be used for personalization of ads. You can always manage your preferences by clicking the cookie badge.
Is my personal data protected?
This Privacy Policy describes how Brick By Brick London (the "Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from brickbybricksydney.com (the "Site") or otherwise communicate with us regarding the Site (collectively, the "Services"). For purposes of this Privacy Policy, "you" and "your" means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.
Please read this Privacy Policy carefully.