1. Order Processing

• Orders are processed within 1–3 business days after payment is confirmed
• Orders cannot be changed or cancelled once processed

2. Shipping Methods & Delivery

• Standard Shipping: 3–7 business days
• Express Shipping: 1–3 business days

Delivery timeframes are estimates only and begin after dispatch, not from the order date.

3. Shipping Costs

• Calculated at checkout
• Shipping fees are non-refundable unless required under Australian Consumer Law

4. Tracking

• Tracking details are provided once shipped
• Customers are responsible for monitoring delivery progress

5. Incorrect Address

• Orders returned due to incorrect/incomplete address:
  • Customer must pay re-shipping fees
  • Original shipping cost is not refunded

6. Delivery & Risk

• Risk transfers to the customer once the parcel is handed to the courier
• We are not responsible for:
  • Courier delays
  • Lost or stolen parcels marked as delivered
    

7. Delivery Issues

• If your order is lost in transit (not marked delivered), contact us within 7 days of the expected delivery date
• We will investigate with the courier before offering a replacement or store credit
• Refunds are not issued for shipping delays

8. Delivery & Shipment Details

Courier & Logistic Partners

We ship orders using trusted third-party courier and logistics providers, including:

• Australia Post
• EMS (for international orders, if applicable)
• DHL Express (for international orders, if applicable)

We reserve the right to select the most suitable courier based on your location, delivery speed, and order size.

Dispatch Confirmation

• Once your order has been dispatched, you will receive a shipping confirmation via email or SMS
• This will include your tracking number and courier details

Delivery Process

• All deliveries are handled by the selected courier partner
• A signature may be required upon delivery depending on the service chosen
• If no one is available, the courier may:
  • Leave the parcel in a safe place, or
  • Take it to a local collection point/post office
    

Authority to Leave (ATL)

• By placing an order, you authorise the courier to leave your parcel in a safe place if you are unavailable
• If you do not want this, please request signature on delivery at checkout (if available)

Delivery Responsibility

• Once your order is handed to the courier, it is considered in transit
• Responsibility for delivery lies with the courier provider
• We are not liable for:
  • Delivery delays
  • Lost or stolen parcels marked as delivered
  • Failed delivery attempts

Delivery Issues & Support

If you experience a delivery issue:

• Contact the courier directly using your tracking number
• If needed, we will assist in lodging an investigation

For parcels:

• Lost in transit (not delivered): we will work with the courier to resolve and may offer a replacement or store credit
• Marked as delivered: customers must follow up with the courier, as this is considered completed delivery

International Shipments (if applicable)

• International orders may be shipped via DHL Express, EMS or similar providers
• Delivery timeframes vary by destination

Customers are responsible for any customs duties, taxes, or import fees