Shipping & Returns

Ordering and availability: made to order

Our gorgeous awnings are made to order. This allows us to offer a wide range of designs & styles as we are not limited by factory & minimum order quantities.

We only sell awnings for materials we have in stock. If a material is out of stock, the product will be marked as out of stock or unavailable. If an out of stock item is accidentally purchased, you will be sent an email as soon as possible. In this case, you can decide whether you would like to select a replacement, receive a store credit, wait until the product is back in stock or receive a full refund.

Our standard lead times are 3 to 4 weeks from order to delivery. This allows time for the order to be processed, your awning to be manufactured & shipped. We will keep you updated via email on the timings & let you know when your product has shipped.

Sometimes unforeseen delays can occur. If something out of the ordinary happens that could cause a delay, we will do everything we can to keep you informed.

For pre-orders, the date of delivery is an approximation & we cannot guarantee arrival on a particular date. If the approximate delivery date is subject to change you will be notified via email.

Shipping policy

Once payment is made, you will receive a confirmation email and invoice.

We are currently offering FREE shipping to anywhere in Australia when you spend $300 or more. We reserve the right to withdraw or change this offer at any time and without notice.

Free shipping is uninsured and best effort.

Please be aware that shipping estimation times are from when the order is dispatched, not from the day you place your order. Please take into account the processing times as advised on the homepage and at checkout.

Free postage is only available for Australian residents. All items are shipped using Australia Post. All items are posted with standard tracking via Australia Post, but can be upgraded to Express Postage for an additional cost. As we are an online-only business, it is not possible to collect the product in person.

For international orders outside Australia, please contact us for a shipping quote before placing your order.

Once an item has been posted, The Awning Store cannot control the estimated delivery time. Standard post times estimate 2-4 business days for delivery in metropolitan areas, longer in regional and rural areas. When choosing free shipping please ensure you order your items well ahead of time. We will not refund the cost of your product in the event of delays or missed deliveries, as these events are completely beyond our reasonable control.

Please ensure that the correct address is provided for postage. If an incorrect address is provided, The Awning Store will not accept responsibility for loss of item and postage costs.

Once delivery has been attempted and the customer has been notified of this via a card left at the shipping address, it is the customers responsibility to arrange collection or redelivery of said items by contacting the courier in question. If an item is not picked up when the you, the customer, have been reasonably notified that delivery has been attempted, and is returned to us, the customer shall be liable for any fees charged for delivery, plus fees charged to us by the courier for returning the item(s). There will also be a restocking fee of 10% of the value of the item. These fees will be deducted from any refund owning to the customer.

Should an item be returned to The Awning Store due to an incorrect address or failure to collect an item from the post office, a redelivery fee will apply.

If the delivery fails due to an error made by The Awning Store, a full refund of all monies paid, or replacement item, will be offered.

We reserve the right to change our shipping policy without notice and at any time.

Return & exchange policy

The Awning Store products are made to order by skilled experts in Australia based upon a final order specification. Please choose carefully prior to purchase as The Awning Store orders are not refundable or exchangeable based on a change of mind.

We are committed to delivering products of premium quality to our customers. We have quality assurance and inspection processes in place at each stage of production and a final assessment prior to any goods being packed and shipped. We offer a 12 month limited warranty against manufacturing defects on all of our products.

There is an implicit duty of care clause in this warranty, meaning it is the responsibility of the customer to ensure that routine maintenance (against, but not limited to, water, UV, mould and mildew) is performed as and when necessary. Also, awnings must not be left up in winds exceeding 40kmh. If either of these directives are not followed the warranty is forfeit.

If an awning is used by a professional glamping or accomodation provider, has been set up for more than 28 days, or used to provide the customer with an income in any circumstance we will only honour the above warranty for 3 months.

We understand that on rare occasions a part or material could be damaged or faulty. Returns for an exchange will be granted if the item is deemed faulty or defective, given the item is returned within 30 days of the customer receiving the item, as defined in Australian Consumer Law. The Awning Store reserves the right to deny returns or exchanges for such reasons as change of mind, wrong fit or not liking the style or colour choice. The Awning Store also reserves the right to deny cancellation of your order due to change of mind or change of circumstances prior to your order being shipped out.

Please email hello@theawningstore.com.au if you would like assistance with sizing prior to checkout to ensure you purchase the perfect size for your van!

As each awning is created by hand there may be slight variations in the fabric as well as the placement of patterns. This is considered to be intentional and not a fault.

Normal wear and tear is not covered for a replacement or refund, nor is damage caused by the customer. Please do NOT use sharp items to open the parcel when it arrives.

The Awning Store is not responsible for any damage done to items after purchase, including damage or faults caused by washing machines or laundry products, such as but not limited to stains, bleaching or dye leaking, or damage caused by contact with tree sap or animal stains.

All items are checked before packaging and posting to minimise the risk of a faulty item being sent out, but in the event your item is faulty, please contact The Awning Store to arrange return and replacement or refund.

Qualifying for a Return

If you receive a defective item, we may choose to replace or repair the item at our cost. The following conditions apply:

The defect must be communicated to us within 14 days after signed delivery/receipt of the goods.
The item must be returned within 30 days of you receiving it, otherwise the return will be rejected.
The item must be returned in its original condition.
A copy of a valid receipt must be provided with the return.
The item must be returned within 30 days of the receipt date at your own expense and with a tracking number provided to us. We strongly recommend you take out insurance on the returned item as no damaged or missing items will qualify for a return.

Please note: In the event of a return, we will deduct costs of outbound and return shipping, and/or charge a restocking fee for the returned item, at our discretion, depending on the condition of the item. All returns will be looked at on a case-by-case basis.

Returns Process

To initiate a return:

Contact us via email at hello@theawningstore.com.au
Tell us about the issue and provide photos as proof.
Quote the original order number.
We will evaluate the information you've provided, inform you via email if the return is valid, and provide you with a RMA number.
You will need to book the item in with a carrier and provide us with the tracking details.
On receipt of your item, we will contact you within 10 days to inform you of the outcome of your return (repair, exchange, credit note etc)
Occasionally we may not have stock of the item you wish to exchange. In this case we will provide a suitable alternative and let you know.

Please note: This process can take some time to complete, please allow at least 7 working days for us to organise your return. Please also allow time for your bank to clear any refunded monies.

Cost of return shipping for warranty items is at the responsibility of the customer until the product is proven to be at fault, after which time a refund of the shipping costs will be at our sole discretion. We recommend sending your item back with tracking.

Any product deemed to be defective by The Awning Store will be repaired or replaced with the same or similar model at our discretion. In all cases the original product must be returned to us.

Website image appearance and colour disclaimer

We endeavour to ensure that our photos are as true to actual product colours as possible. However, photo colours may vary due to inconsistencies of various monitors, lighting sources, digital photography and dye lot variations. We cannot guarantee that the color you see on your screen accurately portrays the true colour of the product. Screen images are intended as a guide only and should not be regarded as absolutely correct. Colours can be verified by viewing a colour sample - contact us to organise.