FAQ
SHIPPING & DELIVERY
In light of the latest government announcement we wanted to let you know that Tansel remains open for business. There are some minor amendments to note but our expert team is on hand to help you with all your storage needs.
Is your Measure and Installation Service still available?
Yes! Our service is unaffected so please contact us to find out more so we can “get the ball rolling”.
When will I hear from your team about my storage solution?
Rest assured we haven’t forgotten you! We love the opportunity to take your vision and make it happen. We appreciate you’re keen to know the best solution for your space and needs. Our team is committed to responding to your query so please bear with us. It is recommended you email rather than call to ensure we don’t miss your query.
Will the delivery of my order be delayed?
Due to a rise in the number of online orders it may take an additional 1-2 days for your order to be dispatched from our warehouse. Once dispatched you will receive (by email) tracking details from our courier to advise that it’s on its way. Tansel have no further control of the date/time of your delivery so for any delivery queries please contact the courier (eg: Australia Post, Sendle etc) direct.
Thank you for supporting an Australian owned business.
Our wire is stainless steel so highly durable. The basket is a “square” design to optimise storage space.
Our lifetime warranty against rust on the wire and lifetime warranty on slide function make Tansel products a long term investment.
Our range is extensive so contact us for expert advice – we can solve just about any storage dilemma!
In most cases, measuring your internal space is simple for you to do yourself, but we appreciate not everyone is handy with a tape measure. It’s important to have accurate measurements so the solution we provide suits your space and needs. Our measurement service depends on where you are located – it’s available in most metropolitan areas. The cost for this service is $95 for up to 6 cabinets (there may be an additional charge for more cabinets). (TIP: it’s a good idea to think ahead to other spaces you might want to consider in the future so all measurements are taken in the first instance thereby avoiding additional fees).
If you would like to request a measure please email (info@tansel.com.au) your:
- name
- contact number
- full address of measure
- suggested times/days that you are at home
- the number of cabinets you need measured
- description of cabinets & where they are located (eg: undersink in laundry and pantry in kitchen).
A range of Tansel products are available for viewing in Howards Storage World and other leading kitchen showrooms across Australia. Please contact us with your postcode and we can let you know a location close to you. Please note not all our range is available to view in store, we recommend you request a catalogue to see all we have to offer!
Tansel products are available through directly placing an order over the phone or by email. Our expert team are available to provide you with advise and help you with selecting the right products to suit your needs.
Shipping is free for Australian orders over $500, otherwise is $14.95 charged. Online purchases can be made through our website however due to increasing demand our stock fluctuates daily. Please contact our team should you wish to check availability.
Tansel products are owned and designed locally.
Our products are made using local and imported materials, we do not source from China.
Tansel has a wide range of sizes that suit most existing cabinet sizes. If we can’t fit your space, custom-made baskets are available. However there is a tooling fee for each custom size and production can take a few months. Please contact us to discuss further.
We ship Australia wide and internationally from our warehouse in Sydney NSW.
Shipping is free for all Australian retail orders over $500, otherwise $14.95 is added.
For Trade orders shipping will be added to your order, please contact us for more details and a copy of our TRADE catalogue.
International freight charges depends on the volumetric package weight and destination. Contact us for International shipping quotes.
Shipping is free for all Australian retail orders over $500, otherwise $14.95 is added.
For Trade orders shipping will be added to your order, please contact us for more details and a copy of our TRADE catalogue.
International freight charges depends on the volumetric package weight and destination. Contact us for International shipping quotes.
We aim to dispatch your order from our NSW warehouse within 3-4 business days of your payment being received. Delivery depends on the distance from Sydney NSW and the size of your order. It can range between a few days and at the most a few weeks.
Please note your order may be sent in multiple shipments, we recommend you check the courier tracking details to ensure you have received all your order.
Firstly, we need to find the right solution for your space, so contact us directly about this. Once we have your measurements and you’re happy with the solution provided we will finalise your order.
The majority of our products are DIY friendly for installation, however, if you require professional assistance installing, we can arrange this service for you.
We have a network of local handymen that can install our products. This professional installation service is available in most Australian metropolitan areas.
If you would like to request our installation service please email the following details:
- name
- Tansel order number/details
- contact number
- full address
- suggested times/days that you are at home
- the items to be installed
- description where they are to be installed (eg: undersink in laundry and pantry in kitchen).
Prices start from $50 per basket (minimum 3 basket installation). This cost is based on your cabinet being a standard width and depth. If additional materials are required, such as battens or spacers, it will take longer to install, so the cost may increase. The installer may offer discounts for baskets installations if there are more than 8 total. We will advise the cost for installation based on your order, specific needs and the complexity.
Assuming there is an installer in your area, we will then invoice you for the installation service. Once paid we will confirm with the installer. They will contact you direct to arrange a suitable time.
Our stainless steel wire basket can cleaned by simply wiping with warm soapy water, then wipe dry.
Our zinc plated slides need to be kept dry to avoid rusting (our warranty covers the slide function). For general cleaning wipe down the slides with a damp cloth and then wipe them dry. It’s important to avoid contact with water and other corrosive materials.
If you require stainless steel slides, please contact us for a quote.
60 Day Money Back Guarantee
We think you’ll love our products but if things don’t go to plan, you can return them within 60 days of receipt of your order for a full product refund (excluding freight).
Products must be returned in their original condition and packaging. It is important that you request a “product return label” by emailing us stating which products and components you are wishing to return.
You can return through Australia Post or a courier of your choice (but please ensure you have tracking). Return postage is not included in the cost of the product and may vary depending on the size and weight. You can also return to our warehouse but please contact us before to arrange an appointment.
Exchange & Replacement Parts
If you’ve made a measurement error and things don’t fit, no problem. We can assist you with replacement parts or product swaps.
Refunds
Once we receive and inspect the goods, refunds will be reimbursed minus return shipping cost. Please allow 3-4 working days for payment to be processed. If you have any queries please contact us.
Debating whether it’s worth adding a Non Slip Base to your stainless steel basket drawer?.
Provides Stability
If storing tall (or small skinny) items that are prone to toppling over, the non slip base is perfect. It will provide stability when opening and closing the basket drawer.
Prevents Spills Leaking Through
If you are storing bottles and leaky items, the base will prevent things leaking through. It’s also great if grains, rice or other food particles spill over, just like the peas in the photo.
Makes Cleaning Easy
To clean the non slip base, all you need to do is pop the base out, give it a wipe down, and drop it back in. It’s as easy as that!
Easy Cleaning
Each basket is easy to un-clip! Being stainless steel you can wash it and clean it with just about any cleaning agents and not be worried about rust. It’s a perfect choice for hygiene, whether it is in the kitchen, laundry, bedroom or bathroom cabinets.
Highly Durable
All our stainless steel wire baskets come with a lifetime warranty against rust. It’s an investment but you know you won’t need to replace them any time soon.
Light Weight Yet Strong
We use only commercial quality slides, which hold 40kgs in weight. Our products are also used in leading kitchen companies as well as medical and commercial fitouts.
Excellent Visibility
Everything is visible from all sides! Even if you fit a basket to the upper section of the cabinet, when it’s pulled out you can see what is stored. You can combine our stainless steel wire drawers with a clear non-slip base to get the best of both worlds.
We’re sorry to hear an item you’ve purchased may be faulty.
Please email images of the item along with your invoice number to admin@tansel.com.au and our team will assist you in resolving this as quickly as possible.
Yes! Whilst most of our products are designed for DIY installation we appreciate this isn’t for everyone! We have a network of Professional Installers (available Australia wide) who can install your products for you. If you would like a quote for our installer service please email or call us on 02 9440 9800 to discuss further.
Yes! To ensure your installation goes smoothly please ensure you have completed the following before the date of your installation.
- Your order will be delivered to your shipping address, through our courier (usually Couriers Please, Australia Post or Sendle). Some items may be delivered on different days due to the couriers schedule/logistics so please wait for all boxes to be received.
- Once all boxes are received please email a photo of EACH box including all codes to sales2@tansel.com.au subject: PHOTO VERIFICATION – SURNAME / INVOICE # (Please do NOT send duplicate photos of the same box). This photo verification step ensures everything listed on your invoice has been delivered. It also avoids any potential issues with the installation.
- Once Tansel confirms back to you (by email) that everything has arrived, we will pass on your details to the installer. The installer will then be in touch with you directly (either by email/phone/text) within 3 business days (please notify us if you have not heard from them within this timeframe).
- Before installation please remove all contents to avoid additional time and cost being charged by the installer.
We appreciate things crop up unexpectedly and you may need to reschedule your installation.
Should you choose to cancel/postpone your install you must inform the installer BY PHONE direct by 10am at least ONE BUSINESS DAY BEFORE the agreed installation date. We cannot guarantee the installers next available slot should you cancel.
Please note: missed appointments or “waiting times” may incur a new call out fee or waiting time. Fees are subject to installer’s rates but generally $120 per hour.
Some of our slides require an additional fixing to ensure an accurate fit. Please click on this link to watch a step-by-step video showing how to fit our u-prefit to your slides. Of course if you need more assistance please contact us on 02 9440 9800 and our expert team will be happy to assist.
Our non-slip bases are fragile so to prevent damage we usually pack them INSIDE your basket or wrapped to the OUTSIDE of one of the parcels.
It’s a good idea to also check you’ve received all your Tansel order/parcels (the courier may split your order between deliveries).
If you believe your bases (or other items) are still missing please contact us directly via email or phone 02 9440 9800 and our friendly team will be happy to assist.
The standard screws supplied with your basket are 16mm length. However, if you’re installing batten(s) we suggest purchasing locally some longer 8G countersunk screws. Please refer to this guide for details of the screws to suit your batten selection. Of course if you need more assistance please contact us via email or phone 02 9440 9800 and our expert team will be happy to assist.
Yes, it’s possible but is by appointment only (between specific hours and only during the working week) so please contact our team to arrange in advance.
The screws are usually attached to the wire inside a cardboard envelope within the basket/product. Please contact us via email or phone 02 9440 9800 if they are missing and our friendly team will be happy to assist.
Yes please! It is best to have all the spaces you have requested to be measured as clear and accessible as possible to avoid any mistakes and also an efficient turnaround of the service.
Your undersink MUST be empty for the measure to be as accurate as possible.
We thank you for your assistance with this prior to your measurer arriving.
We are sorry to hear that you may have received an incorrect item.
Please call us on 02 9440 9800 or email our friendly team admin@tansel.com.au.
Please include details/attach images of the incorrect item you’ve received and your invoice number so we can assist you promptly.
Shipping is free for all Australian retail orders over $500, otherwise $14.95 is added.
For Trade orders shipping will be added to your order, please contact us for more details and a copy of our TRADE catalogue.
International freight charges depends on the volumetric package weight and destination. Contact us for International shipping quotes.