Shipping Policy

We are a small team doing our best to deliver high-quality products and customer service. We kindly ask for patience and respectful communication at all times.

Thank you for being here and supporting our designs 💛

Please also see our FAQ Page & Returns Policy for more info

1. Order Processing

• Processing time is separate from shipping time.
• Orders are dispatched within 5 business days from Perth, Western Australia.
• If an item is marked Pre-Order, the standard 5-business-day dispatch timeframe does not apply.
• Shipping time begins once the parcel is scanned into an Australia Post outlet. This occurs on business days only.

2. +Signature or No Signature Delivery Options

+Signature Delivery

• A signature is required upon delivery.
• If no one is available, the parcel may be taken to a holding facility for collection.
• Customers must actively track their parcel to avoid missed notifications or delivery attempts.
• Missed collections may result in delays or Return to Sender actions.
• Please refer to Sections 3 and 8 for further details.

No-Signature Delivery

• By selecting no-signature delivery, you accept full responsibility for unattended delivery.
• Active tracking is essential to reduce the risk of loss or theft.
• While uncommon, incorrect deliveries or stolen parcels can occur.
• Please refer to Sections 6, 7, and 8 for further details.

3. Tracking & Delivery Enquiries

• Once dispatched, your parcel is handled by your local postal or courier service.
• After receiving your shipping confirmation, you must immediately register for tracking notifications through your local carrier.

3a. No Tracking Updates

• If tracking has not updated for 5 or more business days, contact your local postal service directly.
• This is the responsibility of the recipient, as only the carrier can investigate delays.

3b. Return to Sender

• Uncollected parcels may be marked abandoned and returned to sender.
• Our Returns Policy applies.
• Returned parcels may be re-shipped at the customer’s expense, including any return fees charged to us.

4. Shipping Methods

Domestic Shipping (Australia)

• Standard Shipping: 3–8 business days, FREE
• Express Shipping: 1–4 business days, $5 AUD
• Delivery times may vary for regional and remote areas.
• Customers may opt out of “safe place” delivery using the Australia Post app with their tracking number.
• Recipient responsibility applies as outlined in Section 2.

International Shipping

• $25–$35 AUD for orders under 3kg
• Estimated delivery time: 10–30 business days, depending on destination
• Customs duties, taxes, and import fees are the responsibility of the customer.
• Upon receiving your tracking email, you must register for notifications with your local carrier.

USA Shipping Policy Update (Effective 15 September 2025)

• Due to changes in U.S. import and customs regulations, all USA orders are shipped via courier only.
• Any customs duties, tariffs, or import taxes applied on arrival are set by U.S. customs authorities and are not controlled by PolEssentials.
• If these fees are refused, the parcel will be returned at the buyer’s expense.
• No refunds will be issued in this situation, as shipping and return costs have already been incurred.

All Shipping Timeframe estimates; noted in business days

Important Notes

• Shipping times are estimates only.
• Delays caused by postal courier services, customs clearance, or international transit are outside our control and are not the responsibility of PolEssentials.
• Customers must ensure delivery details are accurate at checkout.
• Tracking numbers must be retained for any delivery-related enquiries.

6. Shipping Delays and Enquiries

• Keep your tracking number and refer directly to your local postal or courier service for updates.
• Once a parcel has been handed to the courier, delays and delivery issues are the responsibility of the carrier and recipient.

7. Delivered Items

If your tracking shows the parcel as delivered but you cannot locate it:

• Contact your postal carrier directly to lodge a claim and request delivery photo proof where available.
• Once marked as delivered, PolEssentials and the courier are not liable for lost or stolen items.
• If theft or tampering is suspected, report the issue to your local carrier and local police.
• Confirmed theft or loss is treated as a local criminal matter.

We understand this can be frustrating. At our discretion, we may offer a discount code for repurchase as a gesture of goodwill.

8. Correct Address Responsibility

• It is the customer’s sole responsibility to enter accurate delivery information at checkout.
• Shipping labels are generated exactly as provided.
• Address errors cannot be corrected after dispatch.
• If delivery fails due to incorrect details, our Returns Policy applies.

9. Returned to Sender

No refunds will be issued for parcels returned due to:

• Non-collection
• Incorrect or incomplete address details
• Any additional costs incurred, including return shipping fees, will be deducted from the original payment before any further action is taken.

10. Shipping Help and Carrier Contacts

Once your parcel leaves Australia, it is handled by your local postal service:

• Australia: Australia Post Tracking
• New Zealand: NZ Post Tracking | Customer Help: +64 9 977 0102
• USA: USPS Tracking | 1-800-222-1811 or 1-800-275-8777
• United Kingdom: Royal Mail Tracking

11. Final Note

We apply our shipping policies consistently and fairly to protect our business, our team, and our community.

We do not tolerate abusive, threatening, disrespectful behaviour, or fraudulent activity. We reserve the right to refuse service, decline requests, or cease communication where necessary.

By placing an order, you confirm that you have read and accepted this Shipping Policy and our Returns Policy at checkout.