1. When are you open?
We are open weekdays 8.30am to 5.00pm and Saturday 9.00 am to 4.00pm. We are closed Sundays and all public holidays. Please allow sufficient time in store to answer your enquiries. We recommend getting in early to avoid disappointment. For additional information please call us on 03 9489 5100 or click here.
2. I would like to visit your
showroom, where can I park?
You may park immediately out front of our
showroom at 452 Heidelberg Road, Fairfield between Arthur &
Station Streets. Parking is also available in the surrounding
side streets, where we can trolley your goods to your vehicle.
Please note: there is clearway on Heidelberg Road weekdays
3. How do I place an order?
You can place an order simply by emailing
us at firstname.lastname@example.org , by fax on 03 9489 5956
or by phone on 03 9489 5100. When placing your order by email,
fax or in writing please include the following:
Your full name (business name and/or your name)
• Contact telephone number
A detailed description of your order
• Whether delivery is required
• Your preferred payment method
• ABN if applicable
• All trade orders must be
accompanied with a written trade order (including ABN)
4. Is a deposit required?
Yes. A deposit of 50% is required to secure
all new orders including all 'special order' items. The
balance is payable prior to dispatch or on the day of
collection of your order.
5. How can I pay?
You may pay by Direct Debit (click
here for our banking details), EFTPOS, Visa, MasterCard,
American Express, Cheque (I.D. is required) or cash. Please
note we do not surcharge credit card payments.
6. How long will my order take to
We carry huge stocks of many of our
products. Therefore in many cases you may collect your order
immediately. If possible please contact us in advance so we
can have your order ready before you arrive. There are also
items that we don't have available to collect immediately.
These may include garden furniture, lights, letterboxes,
verandah posts, security doors etc. These products can take up
to 4 weeks but may extend during peak periods.
7. Do you deliver interstate /
Yes. We choose the best freight option
to suit your requirements. We must be notified of damages as a
result of freight within 24 hours. You are welcome to source
an independent quote to compare.
Should you choose your own courier we
highly recommend that you take out transport insurance against
damage or loss to the full value of your order. If you select
your own courier, packaging fees may apply, please contact us
8. What is the cost of freight?
We arrange a premium freight service of
which is suitable for the handling of our products. Freight
costs are determined by various factors, these include: the
items physical weight & size, its value (for transport
insurance), the destination and whether you choose a general
or express service, therefore prices will vary. Please
contact us and we can arrange a
customized freight solution to suit your needs.
9. Do you have other distributors?
No. You can only purchase direct from us.
Many of our products are quite specialized and require the
right advice therefore we won't trust your purchase to just
anyone. This ensures we give you the best possible advice,
service and price. Our team of sales staff all have many
years' experience to ensure you buy the right product the
10. Do you make customised items?
Eg gates, fences etc
No. However there are some instances where
we can slightly alter our standard range of products to suit
your needs. In addition we may also be able to suggest a
business that can.
11. What is your refund / return
We do not offer refunds or replacements if
you simply change your mind or don't require the item anymore.
However our Returns Policy includes the rights you have under
Australian Consumer Law (see below) and may provide you with
additional benefits in addition to those rights. We may
consider on a case by case basis offering a credit note and /
or an exchange**.
Your rights under
Australian Consumer Law
'Our goods come with guarantees that cannot
be excluded under the Australian Consumer Law. You are
entitled to a replacement or refund for a major failure and
for compensation for any other reasonably foreseeable loss or
damage. You are also entitled to have the goods repaired or
replaced if the goods fail to be of acceptable quality and the
failure does not amount to a major failure.'
If in the event your purchase is faulty,
damaged, wrongly described or breaches consumer guarantee we
will cheerfully refund your money or exchange the product upon
presentation of your proof of purchase. If your purchase
incurred a delivery fee, then we will cover the cost of
delivery for return*.
If in the event that you change your mind
then please call 03 9489 5100 and a credit note and / or
exchange will be considered at our discretion. For a credit
note and / or exchange of a delivered product, unfortunately
additional delivery charges will be incurred at your expense*.
Please note that all change of mind returns must be in their
original condition and packaging.
*Please note that the delivery charge will
be reimbursed when we are at fault. That is, if the wrong
product is delivered, there is a fault with the product
(including damage in transit) or Melbourne Aluminium & Iron
Lacework has breached a consumer guarantee. In other
circumstances, including change of mind, the delivery charge
will be deducted from the credit note or exchange.
** Proof of purchase must be provided.
To learn more about your rights as a
consumer visit the Consumer Affairs Victoria website at
For any other questions, please contact us
by clicking here.