Shipping and Retuns

Shipping Policy 

1. Scope & Purpose

This Shipping Policy sets out how we process, dispatch, and deliver orders within Australia. It is designed in line with the Australian Consumer Law (ACL) and ensures transparency around expected delivery times and your rights if things go wrong.

 

 

2. Where We Ship

  • We deliver Australia-wide, including metro, regional, and remote areas.

  • Some remote postcodes may incur additional surcharges or longer delivery times.

  • Delivery to PO Boxes and parcel lockers depends on courier availability — we’ll advise you if your order cannot be shipped to these addresses.

 

 

3. Order Processing & Dispatch

  • Orders are processed Monday–Friday (excluding public holidays).

  • Dispatch usually occurs within 2–5 business days after payment confirmation.

  • Orders placed on weekends/public holidays will be processed on the next business day.

  • During peak periods (e.g. Christmas, sales events) dispatch may take longer.

 

 

4. Shipping Methods, Carriers & Delivery Times (Worst Case)

Option

Carrier(s)

Estimated Delivery Time (Metro)

Estimated Time (Regional/Remote)

Cost / Surcharge

Standard / Economy

e.g. Australia Post, Couriers

7–14 business days

10–21 business days

$X flat / zone-based

Express / Priority

e.g. AusPost Express

3–7 business days

5–10 business days

$Y surcharge

Bulky / Oversize

Special courier

Up to 21 business days

Up to 30 business days

Additional fee


  • Delivery times are estimates and represent worst-case scenarios. Most parcels arrive earlier, but delays may occur due to courier backlogs, weather, or operational issues.

  • Tracking details (if available) will be sent once your order has been dispatched.

  • If you select Authority to Leave (ATL), the parcel will be left at your address and liability for theft or damage passes to you once delivery is completed.

 

 

5. Shipping Fees & Surcharges

  • All shipping fees are calculated and displayed at checkout.

  • Free standard shipping may apply for orders over a set value (if offered).

  • Remote or oversized deliveries may attract additional charges, which will be disclosed before dispatch.

 

 

6. Lost, Damaged, or Delayed Parcels

  • If your parcel hasn’t arrived within 21 business days (metro) or 30 business days (regional/remote) from dispatch, please contact us so we can lodge an investigation with the courier.

  • Damaged deliveries must be reported with photos of both the packaging and the product.

  • If confirmed lost or damaged, we will provide a replacement or refund as required under the ACL.

 

 

7. Order Changes & Cancellations

  • Changes/cancellations must be requested before dispatch. Once shipped, we may not be able to modify the order.

  • Incorrect addresses may result in redelivery fees or cancellation of the order.

 

 

8. Customer Rights

Nothing in this policy limits your rights under the Australian Consumer Law. If goods do not arrive, arrive damaged, or are not supplied within a reasonable time, you may be entitled to a refund or replacement.

 

 

9. Contact Us

For all shipping enquiries:

  • Email: support@[yourstore].com.au

  • Phone: [your business phone]
    Please include your order number for faster assistance.

Returns and Refund Policy 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

 To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 To start a return, you can contact us at jamesneilalterio@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]

 If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

 You can always contact us for any return question at jamesneilalterio@gmail.com.

Damages and issues
 Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
 Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

 Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
 The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
 Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
 We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
 If more than 15 business days have passed since we’ve approved your return, please contact us at jamesneilalterio@gmail.com.