Frequently Asked Questions

Do you make wrought iron gates, fences, balustrading etc?

No. Melbourne Aluminium & Iron Lacework does not offer a welding service but rather sell the individual raw wrought iron components. We sell our products directly to the public and also to the professional fabricator. We offer a free in-store, design and component selection service to the general public. We may also be able to assist with suggesting a professional fabricator to quote, weld and powder coat and install your job.

How do I make an enquiry or place an order?

You can make an enquiry or place an order by contacting us via email, or phone.
When sending an email, please include the following:

Your full name (If your enquiry or order is from a business, include your business and contact names)
Contact telephone number
A detailed description of your enquiry or order. Feel free to include information such as measurements, pictures etc.

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.

How can I pay?

You may pay by Direct Debit, EFTPOS, Visa, MasterCard or cash.

Banking details for clients paying by direct debit

Bank: Westpac
For the credit of: Melbourne Aluminium & Iron Lacework
BSB (Branch Number): 033057
Account Number: 114974

Prior to despatching / collecting your order proof of payment is required.

Please email remittance advice to info@melbournelacework.com.au

How long will my order take to get ready?

We carry large stocks of many of our products. Therefore in many cases you may collect your order with short notice. We recommend contacting us in advance so we can have your order ready before you arrive to avoid time consuming delays. There are also many items that we don’t have available to collect immediately. These may include outdoor lights, verandah posts, lacework, building products etc. Some products can take up to 6 weeks but may extend further during peak periods.

Can you arrange freight?

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 for pricing.

What is the cost of freight?

We arrange a 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.

When are you open?

We’re open Monday - Friday 8.30am to 5pm. Closed Weekends & Public Holidays.
For more information click here https://www.melbournelacework.com.au/contact.html.

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 until 9.30am.

What is your refund / return policy?

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 contact us 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 www.consumer.vic.gov.au

For any other questions, please contact us.

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 first time.