Shipping and Delivery Policy
Effective Date: 20 August 2026
The Glade Design does not sell or ship physical goods. Everything we offer is either delivered digitally or provided as a scheduled professional service. This page explains how and when you receive what you have purchased.
Our business serves customers worldwide. Australian Consumer Law (ACL) applies to purchases made by Australian consumers, while customers outside Australia are subject to the terms below unless local consumer laws provide otherwise.
1. Digital Products
This includes downloadable products such as the Kitchen Layout Dictionary, layout guides, colour schemes, eBooks, templates and PDFs.
How you receive them
- Your download link appears on the order confirmation screen immediately after payment is completed.
- The same link is also emailed to the address you provided at checkout.
- You can access your purchases at any time through your account.
Delivery time
Immediate. There is no waiting period, no postage and no delivery charge.
File format
Our digital products are supplied as PDF files. You will need a PDF reader to open them, which is built into most computers, phones and tablets at no cost.
If your download does not arrive
Please check your junk or spam folder first, as automated emails are sometimes filtered. If you still cannot access your purchase, email us and we will resend it promptly.
2. Fix My Floor Plan (Layout Fix Service)
This is a professional service rather than a product, so delivery works differently.
How it works
- After purchase, you complete a short questionnaire and upload your floor plan, photographs and a description of the problem.
- We review your material and prepare your personalised layout recommendation.
- Your completed review is delivered to you by email.
Delivery time
Within 5 to 7 business days of us receiving your completed questionnaire and all supporting material.
Please note the timeframe begins when we have everything we need to start, not at the moment of purchase. If any information is missing or unclear we will contact you, and the delivery window runs from the point your submission is complete.
3. Design Consultation
Consultations are scheduled appointments rather than deliverable items.
How it works
- You book and pay for your consultation online, choosing a time that suits you.
- You complete a short survey and upload photographs and any floor plans you have.
- We review your material before your appointment so the session is spent on advice rather than gathering background.
- Your consultation runs for 90 minutes.
Online consultations
Available worldwide. Your video meeting link is provided when you book, and again by email before your appointment.
In-person consultations
Available in the south-eastern suburbs of Melbourne only. We attend your property at the scheduled time.
If you are unsure which is right for you, a free 15-minute Design Discovery Chat is available first.
4. Delivery Costs
There are no shipping, postage or handling charges of any kind, because nothing physical is sent. The price shown at checkout is the price you pay, plus any applicable taxes.
5. International Customers
Our digital products and online consultations are available worldwide.
Because nothing physical crosses a border, no customs duties, import charges or quarantine requirements apply to anything we supply.
All prices are listed in Australian Dollars (AUD). Your bank or card provider may apply a currency conversion fee, which is outside our control.
6. If Something Does Not Arrive
If you have paid for a digital product, a layout review or a consultation and have not received it within the timeframes described above, please contact us and we will resolve it.
For cancellations, rescheduling and refunds, please see our Refund and Returns Policy.
7. Contact Us
If you have any questions about delivery, please contact us:
The Glade Design
Email: jacqueline@thegladedesign.com
Melbourne, Victoria, Australia