Shipping policy

Where we ship

We ship worldwide from Australia. Within Australia we deliver to street addresses, PO boxes and parcel lockers where the carrier accepts them. Outside Australia we deliver to street addresses, and to post office boxes only where the destination’s own postal service accepts them.

The country list at checkout is the list of destinations we can send to. A small number of places are missing from it because no carrier we use will take a parcel there, or because import restrictions or sanctions apply. If it turns out after you order that we cannot deliver to your address, we will tell you and refund the order in full rather than letting it sit.

Processing and dispatch

Orders are checked and prepared on business days — Monday to Friday, excluding Australian national and state public holidays. Allow one to two business days between placing an order and it being handed to the carrier. Orders placed over a weekend are processed from the following business day. This is the same whether the parcel is going to Adelaide or to Amsterdam; it is the transit afterwards that differs.

Items are dispatched from our suppliers’ warehouses in Australia rather than from a single room full of stock. That has two practical consequences: an order containing several pieces may be split across more than one parcel and arrive on different days, and dispatch times can vary by a day between items in the same order. You are not charged extra when an order is split.

If an item turns out to be unavailable after you order, we will contact you, send the rest of the order, and refund the unavailable item in full to your original payment method.

Shipping rates

The shipping charge for your order is calculated at checkout and shown in full — in the cart, and again on the checkout page — before you are asked to pay. That figure is currently a flat $9.95 per order, regardless of how many pieces you buy or how many parcels the order is split into.

Free shipping applies automatically to orders with a subtotal over $150.00. The threshold is measured on the subtotal after any discount and before shipping. Whatever applies to your order and your destination is the amount shown at checkout, and that is the amount we charge.

The shipping charge pays for carriage only. It does not include import duties, taxes or customs charges raised in the destination country — see import duties, taxes and customs below.

Dispatched worldwide from Australia within 1-2 business days. Import duties and taxes are the responsibility of the customer.

Delivery estimates within Australia

The windows below are the carrier’s estimates for Australian deliveries, counted in business days from dispatch rather than from when you placed the order. They are estimates, not guarantees — we do not control the network once a parcel is collected.

Peak periods — end-of-year, major sale events and public holiday weekends — add time across the whole network. We will say so on the site when we know a period is running slow.

International delivery

International orders take considerably longer than domestic ones, and the window is much wider. We are not going to print a number here that we cannot stand behind: how long a parcel takes depends on the destination, on which service the carrier routes it through, and on how long it sits with customs at the other end. Two orders to the same country in the same week can arrive a fortnight apart.

Where the carrier publishes an estimate for your destination, it will appear on your tracking page once the parcel is scanned. Like every delivery estimate on this site, it is an estimate rather than a promise, and we cannot make the network move faster than it does.

Customs clearance is the part nobody can predict. A parcel may pass through in a day or be held for weeks, and neither we nor the carrier can hurry it along. A parcel sitting in customs has not gone wrong — it is waiting its turn.

Import duties, taxes and customs

Import duties, import taxes, VAT or GST charged by your own country, and any customs, brokerage or handling fee, are your responsibility. They are not included in the price of the goods and not included in the shipping charge you pay us. We do not collect them and we cannot pay them for you.

What is charged, and above what value, is decided by the country you are importing into — not by us. We cannot tell you in advance what yours will charge. If the amount matters to you, and it often does, check with your own customs authority before you order.

These charges are usually collected by the carrier or the local postal service before they hand the parcel over. If they go unpaid the parcel is held, then returned to us or disposed of. Where a parcel comes back to us for that reason we will refund the goods, less the original shipping charge and any cost we incur in getting it back; goods seized or destroyed by a customs authority cannot be refunded.

We declare the contents and the full value of every order accurately on the customs paperwork. We will not describe a sale as a gift or understate what you paid: it is false declaration, and it would leave you with no cover at all if the parcel were lost.

GST. We are an Australian business. GST applies to orders delivered within Australia; goods exported from Australia are GST-free. Whatever tax we charge is itemised in your order total at checkout before you pay, and it is entirely separate from anything your own country charges on import.

Tracking

Tracking is provided wherever the carrier offers it, and is emailed to you automatically as soon as a parcel is collected, to the address on your order. It is normal for a tracking link to show nothing for the first 24 hours: the number is created when the label is printed, and the first scan happens when the carrier takes possession.

On some international services tracking goes quiet once a parcel leaves Australia and only resumes when the destination’s postal service scans it, which can be weeks later. A tracking page that has not moved is not the same thing as a lost parcel. A few budget international services offer no tracking at all after export; where that is the case for your destination we will say so rather than send you a link that will never update.

If your order was split, you will receive a separate tracking email for each parcel. Check your spam folder before assuming an email never arrived.

Delays

Weather, carrier backlogs, incorrect addresses, customs and peak volume all cause delays, and none of them are visible to us before they happen. What we can do is chase it.

Within Australia: if tracking has not updated for five business days, or your parcel is more than five business days past the top of its estimate above, email us with your order number. We will lodge an enquiry with the carrier, keep you updated while it runs, and if the parcel cannot be found we will resend the order or refund it — your choice.

Internationally: email us whenever you are worried and we will tell you honestly what stage the parcel is at. Be aware that carriers will not open a lost-parcel investigation until a parcel is well past its expected delivery, and generally will not investigate at all while it is held in customs. We will lodge the enquiry the moment they will accept one. The same outcome applies at the end of it: if the parcel genuinely cannot be found, we resend or refund.

Address problems

Please check your delivery address before paying: it is the single most common cause of a parcel going astray. We can change an address at any time before dispatch — email us quickly and we will do it if we can.

Address formats differ from country to country. Enter yours the way your own postal service expects it, including any state, province, region or postal code that applies. Where checkout asks for a phone number, give a real one: international carriers and customs brokers routinely need it to arrange delivery or to clear a parcel, and a parcel with no contactable recipient is a parcel that goes back.

Where a parcel is returned to sender because the address was incorrect or incomplete, or because it went uncollected from a depot, parcel locker or customs office, we will contact you when it reaches us. You can have it resent by paying postage again, or we can refund the items — the original shipping charge is not refunded in that case.

If you ask the carrier to leave a parcel in a safe place, or authorise delivery without a signature, the parcel is at your risk from the point it is left there.

Lost or damaged parcels

If a parcel arrives damaged, photograph the packaging and the item before doing anything else and send us the photos within seven days of delivery. If a parcel is marked delivered but is not with you, check with anyone else at the address and with neighbours, then tell us — we will open a carrier investigation.

Nothing in this policy limits your rights under the Australian Consumer Law, which applies to what we sell wherever we send it. If goods arrive faulty, damaged in transit, or not as described, you are entitled to a remedy regardless of what this page says about postage. If you are buying from outside Australia you may also have rights under your own country’s consumer law, and those sit alongside the Australian ones rather than replacing them. See the returns policy for how that works in practice.