Shipping policy
7. DELIVERY
7.1 Delivery and Arrival times: When your order is fulfilled, the delivery will commence once the shipping confirmation is emailed to you. The delivery time will vary based on the selected delivery method during the checkout process.
We provide various shipping options, including Standard Envelope (No Tracking), Standard Parcels, and Express Post.
Standard Parcel & Express Post: These options offer tracking capabilities. Once your order is shipped, we will send you an email containing a tracking link, allowing you to monitor your package until it reaches your doorstep.
Standard Envelope: This option is not trackable, and you will not receive a tracking link, but your order will be conveniently delivered to your letterbox.
We partner with Australia Post to ensure the reliable delivery of your order. For international orders, Australia Post will initiate the journey and subsequently transfer the order to your local carrier. Should you opt for our trackable shipping option, you will have the ability to easily track the full journey of your order through the provided Australia Post link in your email or by using the same tracking number on the website of your local carrier after customs clearance.
Please note that while tracking provides an overview and estimated arrival time, shipments may experience delays beyond our control.
Delivery transit times vary, and we assume no responsibility for delays caused by freight carriers, weather or any damages resulting from the failure to receive your order on time. Your order may arrive late due to unforeseen delays in delivery service, excessive demand, the breakdown of equipment, illness, etc. Target arrival dates are calculated by adding the production turnaround time to the delivery time. Both production and delivery times are based on Australian business days only and do not include weekends or holidays. You acknowledge that we will not be liable to you for any special, indirect, or consequential loss or damage, loss of profit or opportunity, or damage to goodwill arising out of or in connection with the delivery services.
FOR ORDERS DELIVERED OUTSIDE OF AUSTRALIA, YOU ARE RESPONSIBLE FOR AND WE WILL NOT REIMBURSE ANY ADDITIONAL CARRIER CHARGES, DISBURSEMENT FEES, BROKERAGE FEES, COLLECTION FEES, REDELIVERY FEES, ANY GOODS AND SERVICES OR VALUE ADDED TAX, SALES TAXES, CUSTOMS DUTIES OR OTHER LIKE CHARGES, TAXES OR DUTIES APPLICABLE TO YOUR ORDER.
Delivery transit times vary, and we assume no responsibility for delays caused by freight carriers, weather or any damages resulting from the failure to receive your order on time. Your order may arrive late due to unforeseen delays in delivery service, excessive demand, the breakdown of equipment, illness, etc. Target arrival dates are calculated by adding the production turnaround time to the delivery time. Both production and delivery times are based on business days only and do not include weekends or holidays. You acknowledge that we will not be liable to you for any special, indirect, or consequential loss or damage, loss of profit or opportunity, or damage to goodwill arising out of or in connection with the delivery services.
7.2 Delivery of your Order: Once your order has been dispatched, it becomes the responsibility of the carrier to ensure the successful delivery of your goods.
For detailed information on all our shipping methods, please refer to our shipping information page.
You may be referred to the carrier’s website for tracking and information on the delivery of your order. If your order cannot fit into a mailbox, the carrier will attempt to leave it in a secure location. If they are unable to do so, a collection slip will be left, and your order will be redirected to your local post office or collection point for collection.
IMPORTANT NOTE: It is the customer's responsibility to collect the order within 10 days of the attempted delivery date from the post office or collection point. Failure to do so may result in the return of the order to us, and an additional shipping fee to redeliver the goods will apply.
If you have opted for the non-trackable shipping service, please note that your package will be conveniently delivered to your letterbox. It is essential to allow for the recommended time frame associated with this service for your order to arrive. As this is a non-trackable service, we do not have the ability to monitor the journey of your parcel, and hence, no delivery time frames are guaranteed.
7.3 Standard Delivery Types: For more information regarding our average delivery times and all delivery types, please see our shipping information page.
7.4 Your Delivery Responsibility: Upon delivery of your order, you are responsible for ensuring that there are no visible signs of damaged, missing, or incorrect items. In the event of any issues with your delivery, you are required to contact our customer service team within a reasonable time after delivery. We recommend contacting us as soon as possible to assist with timely resolution.
7.5 Incorrect Address Information: If you have provided incorrect address information and your order has not been dispatched, our customer service team will make every attempt to rectify the address details for you. If your order has already been dispatched and you have provided incorrect address information, we are unable to make any changes to your delivery address. If you opted for a shipping method with tracking capabilities, it is your responsibility to contact the carrier provider to rectify the delivery address. Please note that changes to your delivery address post-dispatch are solely at the discretion of the carrier provider. If for any reason the carrier provider is unable to resolve the issue, and the parcel is subsequently lost, we cannot be held liable.
7.6 Return to Sender: If an issue has occurred with your delivery the carrier may return the goods to us. If the goods are returned, we will attempt to contact you using your order details to attempt to re-deliver. If the delivery failed due to incorrect and/or incomplete address information provided in your order you will be responsible for the re-delivery fee.
Important note: If a delivery has failed the carrier does not guarantee that they will return the goods to us.
7.7 Customer Pick up:
Order collection is made available at our address below;
Courtney Brands
1-3 Edison Road
Dandenong South, Victoria 3175
Australia
9:00am to 5:00pm AEST Monday to Friday
(Except public holidays or other days as notified on our Site)
When choosing 'Customer Pick Up' you must collect your order from our premises within 30 days of being notified by us that the order is ready for collection. You will be notified via email using the email address assigned to your order. If you do not attempt to pick up your order within the timeframe, we will contact you, if pick up still has not occurred the order may be discarded. We will not be held liable for any order discarded due to non-collection within 30 days.
You may be asked for proof of purchase upon customer pick up. Proof of purchase will be the order confirmation email and or/ photo identification. We reserve the right to refuse an order pick up if the appropriate proof of order confirmation and ID documentation is not presented.