Koch & Co is focused on the safety and wellbeing of our staff by stringently observing social distancing rules. This has impacted the speed in which we are able to pick and ship our orders, causing greater than normal delays. Additionally, our freight company has also had its capacity and consistency of delivery impacted by Covid -19.
We are working very hard to provide our customers with the best possible experience and service in this difficult time and again the safety and well being of our staff is priority.
We hope you understand our position and we thank you for your patience.
If you feel your order requires special attention don’t hesitate to contact our Customer Care by phone on 1300 555 624 so we can try our best to assist you.
Dispatch & Delivery Times
At Koch, we understand the need to receive your goods as soon as possible and aim to have your order processed and dispatched quickly. Our warehouse works Monday to Friday to collect and pack orders so you can receive them sooner. While we do have standard delivery times, we do experience peak periods (around Christmas, Valentine's Day, Easter & Mother's Day) where our usual processing time of 24 to 48h may increase.
Once we dispatch your order from our warehouse, delivery times will vary depending on your location. Please see the chart below for standard delivery times.
Discounted Freight Offer
When you spend over $395 (ex GST) you will automatically receive a discounted freight rate for the eligible items in your cart. Freight will be charged for excluded items. Excluded items are marked and include foam by the carton & baskets with handles.
Freight will apply at the standard freight rates for excluded items. The balance of your order will receive discounted freight depending on your delivery area. Not all delivery areas are eligible for discounted freight.
A 50% discount of standard freight charges will apply for all of NSW, when applicable.
A 50% discount of standard freight charges will apply for all of VIC, when applicable.
Some areas will be delivered at a 50% discount of standard freight charges and regional areas will be exempt of any freight discounting.
A 50% discount of standard freight charges will apply for all of SA, when applicable.
Some areas will be delivered at a 50% discount of standard freight charges (Perth metro area) and regional areas will be exempt of any freight discounting.
NT & TAS:
Exempt of any freight discounting, standard freight rates will apply.
The above information acts as a general guide only. To see your delivery cost, please use the freight calculator at the shopping cart.
To see your delivery cost, please use the Freight Calculator at the shopping cart. Enter your postcode and submit to see your delivery cost.
You can view all your latest orders in your Orders page where you can find order details, amount and also order status. Your order will go through the following steps:
1. Order Received - Your order has been received by our office.
2. Processing - Your order has been reviewed and awaiting final confirmation.
3. Order being Picked - The items on your order are being collected and packed.
4. Order has been dispatched - Your order has been dispatched and is on its way.
5. Order is ready for Pickup - Your order is ready for pickup at our Sydney Distribution Centre in Huntingwood.
Payments for pickups do not differ from any other part of the business. For account trading customers your account must be trading within the agreed trading term limits before your order is released for processing. Payment must be received before an order is released for processing. Unfortunately we are unable to accept payment on pick up.
All pickups have a minimum 24-48 hour turnaround time. Peak season orders may experience longer delivery times so you are advised to place orders in advance and you must wait to be advised that your order is complete before you attempt pickup.
Our preferred method of notification via email. Please ensure a valid email is registered in your details.
All pickups are to be collected from the distribution centre warehouse via the dispatch dock and not at our cash and carry superstore. You must present your email notification receipt when you arrive at the warehouse.
Pickup of orders is available at the following times:
Any order which has not been collected within 7 days of invoice will be returned to the shelves and you will be automatically charged a 20% restocking fee. This will also apply for order cancellations where the goods have already been picked and packed.
Signing for Deliveries
To ensure the quality of our delivery services, we require that all deliveries be signed for. If no one is available to receive the delivery, a notice will be left to arrange alternate delivery address or pick-up arrangements. However you may nominate for your parcel be left without a signature at designated area. Once the shipment has left our premises and deemed as delivered as per the receiver's instructions, it is no longer Koch & Co's responsibility.
Changing Shipping Address
If your order has not been dispatched and you would like to change your delivery address, call our customer service line on 1300 555 624 as soon as possible with your order number and the team will do their best to help you out.
We only ship within Australia at this time.
As an alternative, if you have a broker or courier company that will handle the pick up, shipping and customs clearance, we can work with them so that suitable arrangements can be made.
Unfortunately, we do not deliver to P.O. Boxes.
If the item you have received is faulty, please advise us immediately, within 48 hours of receiving the goods. Please have your invoice details on hand and information on what is faulty. We will be happily replace the item once the fault has been confirmed. Please note that "change of mind" does not constitute a faulty item.
Incorrect or Missing Item
If you have received an incorrect item or your whole order has not been delivered, please advise us immediately
by email or phone on 1300 555 624.