Shipping & Delivery
This is our fulfilment policy: where we ship, what it costs, how long it takes, and what happens when something goes wrong. All orders are dispatched from Australia by OMNITRADE HORIZONS LIMITED, trading as AURELLE.
1. Where we ship
We currently deliver to Australia and New Zealand. We cannot deliver to PO Boxes for express orders, or to parcel-forwarding addresses where we cannot verify the end destination.
2. Dispatch time
Orders are packed and dispatched within 1–2 business days of payment clearing, Monday to Friday excluding public holidays. Orders placed after 12:00 pm AEST, or on a weekend or public holiday, begin processing the next business day.
During sale periods and new-collection launches, dispatch can take 1–2 business days longer. We post a notice on the Site when that happens.
3. Delivery options, cost and timeframes
Delivery time is counted from dispatch, not from when you place the order. Add the dispatch time above to get the total.
| Service | Destination | Estimated transit | Cost |
|---|---|---|---|
| Standard | Australian metro | 2–5 business days | A$9.95 |
| Standard | Australian regional & remote | 4–8 business days | A$9.95 |
| Express | Australian metro | 1–3 business days | A$14.95 |
| International | New Zealand | 7–20 business days | Calculated at checkout |
Free standard shipping on orders over A$150 within Australia. The threshold is assessed on the order total after any discount and before shipping.
All shipping charges are shown in AUD and are displayed at checkout before you are asked to pay. There are no charges added after checkout.
4. Carriers and tracking
We ship with Australia Post and Aramex. As soon as your parcel leaves us you receive a dispatch email with a tracking number and a link. Tracking can take up to 24 hours to show its first scan.
Australian deliveries are sent with Authority to Leave switched off by default, so a signature or a card is required. If nobody is home the carrier will leave a card and take the parcel to a nearby collection point.
5. Delivery estimates are estimates
Transit times are provided by the carrier and are not guaranteed. Weather, carrier volume, industrial action and remote-area routing can add time. We will always help you chase a delayed parcel — contact us if it is more than 3 business days past the estimate.
6. Incorrect address
Please check your delivery address carefully before paying. If you spot an error, email [email protected] immediately — we can usually correct it before dispatch. Once dispatched we cannot redirect a parcel. If a parcel is returned to us because the address was wrong or unclaimed, we will re-send it once you pay the standard shipping fee again, or refund the items less the original shipping cost.
7. Split shipments
Where part of your order is delayed we may ship the available items first at no extra cost. You receive separate tracking for each parcel.
8. Risk and title
Risk in the goods passes to you on delivery to the address you gave us. Title passes when we have received payment in full.
9. Lost or damaged in transit
If tracking shows delivered but the parcel has not arrived, check with your household and your local post office first, then contact us within 7 days of the delivery scan. We will open a carrier investigation. If a parcel is confirmed lost, or arrives damaged, we replace or refund it at no cost to you. See our Refund & Returns Policy.
10. International orders — duties and taxes
Prices on this Site are in AUD and include Australian GST where applicable. For deliveries outside Australia, any import duty, tax or customs handling fee charged by the destination country is payable by you and is not included in the price or the shipping fee you pay us. Your parcel may be held by customs until those charges are paid. If you refuse a parcel and it is returned to us, we refund the items less the shipping cost we incurred.
If you arrange for goods to be forwarded on from an Australian address to another country, you become the exporter and are responsible for complying with the destination country’s import and export laws.
11. Order changes and cancellation
Because we dispatch quickly, contact us as soon as possible if you need to change or cancel an order. If it has not been dispatched we will cancel and refund in full. If it has, please return it under the Refund & Returns Policy once it arrives.
12. Contact
Questions about a delivery?
Email: [email protected]
Live chat: bottom-right of any page, during support hours
Hours: Monday to Friday, 9:00 am – 5:00 pm AEST (excluding Victorian public holidays)
Please have your order number ready.