Shipping & Returns
Shipping policy:
All orders above $300.00 AUD will qualify for free standard shipping. You may choose to upgrade this service to an express option at checkout. All orders placed via our online platform will be processed within 1-2 business days.
Unfortunately we do not ship to parcel lockers.
While our delivery partners are very reliable, from time to time there are situations that are out of either parties control. Instances such as increased delivery times due to the postal service delays or parcels that end up lost, stolen or damaged are out of the control of The Index. While these situations are unlikely, we recommend that you select signature on delivery, express tracking or insurance at checkout. At The Index we take great pride in ensuring that all orders are packed in line with our very high standards, we cannot be held responsible for damaged or lost items in transit.
Please note that Australia is a fast country and there are a lot of remote locations which we send products to. Some deliveries will take an extended period of time to reach these locations. If you wish to maintain the highest quality of your cigars while in transit, we recommend that you select the relative humidity control add on at checkout. This will ensure that your cigars are kept at the most appropriate humidity and temperature while in transit.
If you have not received your order within 7 days, please email orders@theindex.com.au and we will assist you right away.
We recommend that you select an express option at checkout if you require your order within 7 days.
All orders are dispatched from Windsor Brisbane 4030 Australia.
Standard delivery
The expected estimated time for standard delivery is within 5 to 7 business days following the order placement. Shipping charges for standard delivery are complimentary on orders over $300.00 AUD.
For shipments to remote and rural areas please allow up to an extra 5 business days for delivery.
Express Delivery
The expected estimated time for express delivery is within 2 to 4 business days following order placement. Please note that orders placed after 2:00pm or on Saturday or Sunday may not be processed until the following business day.
Click & Collect
You will receive an email notification when your order is ready for collection for orders that have selected Click & Collect. Please note that once you have received an email, your order will be ready for collection from Shop 1/57-59 Rosemount Terrace Windsor QLD 4030 Australia.
Our opening hours are Monday to Friday: 10am – 6pm, Saturday: 10am – 4pm & closed on Sundays.
Refunds & Returns:
At The Index, customer satisfaction is our number one priority. Our products come from a place that leaves clients assured that the quality of product they are receiving is at the highest and best condition. Our Humidor & Maison has been specially crafted to maintain the perfect environment all year round for our cigars.
Every cigar that leaves our store is quality checked to ensure the that The Index Commitment is being met at all times. We only send our clients cigars in perfect condition.
On the seldom occasion that you receive a faulty cigar, we will happily exchange the item or process a refund. All items that have been deemed faulty must be received back in their original packaging within 7 days. Once your item has been received, we will process your refund or exchange. If your item is faulty please email help@theindex.com.au and one of our friendly staff would be delighted to assist you.
We do not offer returns or exchanges:
- Should the items not be to your personal taste,
- If you change your mind,
- For minor variations in quality, taste, colour, shade or texture due to the natural characteristics of the products and the manufacturing processes
The shipping and returns policy forms part of our terms and conditions