Shipping policy

Shipping Policy

General Shipping Information

Shipping timeframes are estimates only and are provided as a guide. Delivery times may vary due to carrier delays, customs processing, peak periods, weather events, remote-area delivery schedules, and other circumstances outside our control.

We do not guarantee delivery by any specific date unless expressly stated otherwise. Delays in transit do not in themselves entitle a customer to cancellation, refund, credit, or compensation, except where required by applicable law.

Free regular shipping within Australia is available for orders over AUD $200. Express shipping is available at an additional charge.

Our available carriers are:

  • Australia Post for Australian orders
  • Australia Post, FedEx, or UPS for international orders

Estimated delivery timeframes:

  • Australia – Regular: 3–5 business days
  • Australia – Express: 1–4 business days
  • International – Australia Post Regular: 21–28 business days
  • International – Australia Post Express: 7–14 business days
  • International – FedEx: 3–10 business days
  • International – UPS: 3–10 business days

During sale periods, dispatch and delivery may be delayed by an additional 1–2 business days.

Pre-Order Items

If your order contains a pre-order item, your entire order will be held and shipped together once the pre-order item arrives.

If you would like in-stock items shipped earlier, you must place separate orders. If separate orders are not placed, the full order will be dispatched once all items are available.

Shipping Insurance

All orders include standard shipping insurance cover of up to AUD $100.

Optional paid shipping insurance is available for higher-value orders, with cover available up to AUD $500, AUD $1,000, or AUD $1,500.

For all paid insurance options, Signature on Delivery is mandatory.

Shipping insurance is limited to claims accepted by the relevant carrier and applies only where the parcel is:

  • lost in transit
  • not marked as delivered
  • missing and unable to be located by the carrier
  • damaged in transit

Shipping insurance does not apply where the carrier records the parcel as:

  • delivered
  • signed for on delivery
  • delivered in accordance with the delivery option selected or delivery instructions provided
  • delivered to, accepted by, or signed for by any person at the delivery address or delivery location

This includes, without limitation, delivery to or acceptance by persons at:

  • apartment complexes
  • hotels, motels, and serviced apartments
  • shared accommodation and student accommodation
  • workplaces and campuses
  • reception desks, concierge, front desks, mailrooms, and parcel rooms
  • building managers
  • housemates, family members, neighbours, or other occupants or staff associated with the delivery location

Where a parcel is addressed to a location where third parties may receive or sign for deliveries, the customer accepts that any delivery scan, proof of delivery, or signature obtained by the carrier at that location may be treated as valid proof of delivery.

Parcels recorded by the carrier as delivered are not eligible for compensation under this policy, even where the recipient states that the parcel was not personally received.

Shipping insurance also does not cover:

  • incorrect, incomplete, or outdated shipping details provided by the customer
  • refusal of delivery
  • failure to collect a parcel from a post office, parcel locker, collection point, hotel desk, reception area, or similar holding location within the required timeframe
  • delays in transit where the parcel is ultimately delivered, unless compensation is expressly approved by the carrier
  • consequential, indirect, incidental, or business loss of any kind

Damage in Transit

Claims for damage in transit or missing items must be reported within 48 hours of delivery.

To assess a damage claim, we may require:

  • photographs of the outer packaging
  • photographs of the inner packaging
  • photographs of the damaged item or items
  • photographs of the shipping label
  • the order number and tracking number
  • any other information reasonably requested

For damage claims, the customer must retain the original packaging and contents until the claim has been finalised, as the carrier may require inspection.

Claims submitted without sufficient evidence may be declined.

Lost Parcels and Missing Parcels Marked as Delivered

Domestic Orders (Australia)

If a domestic parcel is lost or appears to be missing, we may lodge an enquiry or investigation with Australia Post on the customer’s behalf, subject to Australia Post’s processes and eligibility requirements.

If tracking shows the parcel as delivered, including signed delivery where applicable, the parcel will be treated as delivered unless Australia Post determines otherwise.

International Orders

For international shipments, once the parcel enters the destination country, final delivery may be carried out by the destination country’s local postal or delivery carrier, or by Australia Post delivery partners, FedEx, UPS, or another last-mile delivery provider, depending on the service used.

If an international parcel is marked as delivered but has not been received, the recipient must first contact the local delivery carrier and, where required, lodge a missing mail search, delivery dispute, or non-receipt report directly with that carrier.

Where applicable, the customer must provide us with any case number, reference number, or written confirmation issued by the destination carrier before any further enquiry, insurance review, or claim assistance can proceed.

Without this initial step from the recipient where required by the destination carrier, we may be unable to lodge or continue an enquiry.

For international orders, carrier delivery scans, proof of delivery records, destination-carrier investigation outcomes, and proof of signature records will be treated as authoritative for claim assessment.

Claims Process

Claims for parcels believed to be lost or undelivered must be reported within 14 days of dispatch, or within any shorter period required by the relevant carrier’s claim process.

All claims are assessed case by case and are subject to:

  • carrier tracking records
  • proof of delivery data
  • proof of signature records
  • carrier investigation outcomes
  • carrier compensation rules
  • the insured amount selected at checkout
  • the information and evidence provided by the customer

Any approved claim is limited to the lower of:

  • the insured amount selected at checkout, or
  • the purchase price of the goods

Nothing in this policy obliges us to provide compensation where the carrier does not accept the shipment as lost, missing, or damaged in transit, except where required by applicable law.

Taxes and Duties

For international orders, taxes, customs duties, import fees, clearance fees, brokerage fees, and similar charges imposed by the destination country are the responsibility of the recipient unless otherwise expressly stated at checkout.

These charges are not included in our website prices.

For orders shipped to the United States, taxes and duties are paid by us unless otherwise stated at checkout.

Australian Consumer Law

This Shipping Policy operates in addition to, and does not exclude, restrict, or modify, any rights or remedies that may apply under the Australian Consumer Law or any other applicable law.