Shipping policy

Delivery Policy

Last updated: 2 October 2026

1. Order processing

Orders are processed after payment and any required verification. Processing time is separate from delivery time. Product pages, checkout, or order communications may provide order-specific estimates. Weekends, public holidays, high-volume periods, personalised products, supplier delays, or security checks may extend processing.

We may fulfil one order in separate parcels and from different locations. You will not be charged additional delivery fees for split fulfilment unless this was disclosed and accepted at checkout.

2. Delivery estimates

Delivery dates and transit times are good-faith estimates, not guarantees, unless we expressly agree otherwise or applicable law requires otherwise. Actual timing depends on the destination, carrier, customs, stock location, weather, local disruptions, and other circumstances outside our reasonable control.

Where tracking is available, we will send it to the contact details provided with the order. Tracking may take time to update after a label is created.

3. Delivery address

You must provide a complete and accurate delivery address, including unit number, postal code, access details, and a working contact number where needed. Contact us immediately if an address is incorrect. We cannot guarantee an address change after processing starts.

Where permitted by law, you may be responsible for reasonable re-delivery, redirection, return, storage, or replacement costs caused by an incorrect or incomplete address, refusal, failure to collect, or absence at delivery. We are not responsible for loss caused by your instruction to leave a parcel unattended, except where the law provides otherwise.

4. International orders, duties, and customs

International orders may be subject to customs inspection, import duties, taxes, brokerage charges, or local handling fees. Unless checkout expressly states that these charges are included, the recipient is responsible for them. Customs authorities may delay or refuse a parcel, and we cannot control their decisions.

You are responsible for confirming that ordered products may lawfully be imported to and used in the destination country. If a parcel is returned because charges were not paid or import requirements were not met, any refund will be handled under our Refund Policy and may be reduced by recoverable shipping, return, customs, or handling costs where lawful.

5. Delayed, lost, or marked-delivered parcels

If tracking has not updated for an unusual period, the delivery estimate has passed, or a parcel is marked delivered but cannot be found, contact us promptly. Check the delivery address, household members, neighbours, reception areas, safe places, and any carrier notice first.

We may open an investigation with the carrier and ask for reasonable cooperation. Carrier investigations can take time. Depending on the findings and applicable law, we may offer a replacement, store credit, or refund. We are not liable for a carrier delay or loss outside our reasonable control except to the extent applicable law makes us responsible.

6. Damaged parcels or incorrect items

Inspect the parcel as soon as reasonably possible. If an item arrives damaged, defective, incomplete, or incorrect, contact us promptly with the order number, packaging information, and clear photographs or video where reasonably available. Keep the item and packaging until we provide instructions. Remedies are handled under our Refund Policy and applicable law.

7. Risk and responsibility

Risk passes only when permitted by applicable law. Nothing in this policy transfers risk to you earlier than a mandatory consumer rule allows. If you nominate a carrier that we did not offer, risk may pass as provided by law when the goods are handed to that carrier.

8. Events outside reasonable control

We are not responsible for delay caused by events outside our reasonable control, including customs action, carrier disruption, severe weather, natural disasters, labour disputes, epidemics, war, civil unrest, government restrictions, infrastructure failures, or supplier interruption. We will take reasonable steps to minimise the impact and keep you informed when practical.