Politique d’expédition

Dispatch and Delivery Policy

 

The following terms and conditions apply to dispatch and delivery of any purchase made through our online store.

 

1.          Risk and Title

Risk and title in product passes to you on the date and time of delivery of the product to the delivery address provided in your order.

 

2.          Standard Delivery within Australia

We offer free express shipping for delivery within Australia (excluding selected remote areas):

a.     Delivery Method: Australia Post Express or DHL (free of charge)

b.     Signature on Delivery: Required for all parcels.

c.     Tracking: Australia Post or DHL may provide Track Advice via email so you can follow your parcel in real time.

d.     Extra Cover (Insurance): Optional Extra Cover may be purchased at checkout (not included by default). Coverage is provided under Australia Post’s policy. Any claims must be lodged directly with the delivery service providers, subject to their terms and conditions.

 

3.          Delivery to Selected Remote Areas in Australia

 

We may charge additional delivery charge for delivery to selected remote areas:

a.     Additional delivery fees may apply in certain locations and may not be displayed in your online shopping cart. These fees arise where delivery requires light aircraft or barge transport, or where Australia Post does not offer door-to-door service. Such locations include, without limitation, Christmas Island and Norfolk Island.

b.     These additional fees may be payable even if the product listing indicates “free delivery” or similar wording.

c.     If your delivery address is in an affected area, we will contact you prior to accepting your order and provide a quotation for the additional delivery charge.

d.     If you do not accept the quoted additional delivery charge within the specified time, your order will be cancelled.

 

4.          International delivery

a.     We offer free international delivery with DHL or Fedex for delivery to Hong Kong SAR, Singapore, Macua SAR, United States, Canada, Switzerland and United Arab Emirates. For destinations where international delivery charges will apply, such charges will be summarised prior to order confirmation and will also be reflected in our email communications once delivery options are selected. We will contact you prior to accepting your order and provide a quotation for the delivery charge. If you do not accept the quoted delivery charge within the specified time, your order will be cancelled.

 

b.     You may choose to add Extra Cover at checkout for additional protection against loss or damage. Coverage and compensation are subject to carrier’s policy.

 

c.     Orders shipped to destinations outside Australia may be subject to customs duties, import taxes, fees, and charges imposed by the destination country’s customs authority. These amounts are not included in the product price or any delivery charges displayed at checkout unless expressly stated.

 

d.     Except for delivery to Hong Kong SAR, Singapore, Macua SAR, United States, Canada, Switzerland and United Arab Emirates, you are solely responsible for payment of all customs duties, import taxes, brokerage/clearance fees, and any related charges applicable to the shipment upon or prior to delivery. You are also responsible for ensuring compliance with all import regulations of the destination country.

 

e.     Customs assessments vary by country and are determined by the destination authority. Such assessments may cause delays beyond the delivery timeframes indicated at checkout. We have no control over, and is not responsible for, customs processing times or the amounts assessed.

 

f.      By placing an order, you authorise us and our carriers to provide any information or documentation reasonably required by customs authorities for clearance (including invoice values, item descriptions, HS codes, and tax IDs where applicable). Failure to provide required information may result in delays, additional charges, or return of the shipment.

 

g.     If customs duties, taxes, or related charges are refused or remain unpaid, the shipment may be held, returned, or abandoned by customs. In such cases:

                                               i.     You remain liable for the original delivery charges, any return freight, customs storage or handling charges, and any other costs incurred; and

                                             ii.     Any refund (if offered) will exclude the above amounts and may be reduced by any loss or damage suffered by us as a result.

h.     Where an item is refused entry due to local laws, we may cancel the order and, if the item is returned, process any refund net of unrecoverable costs. We are not responsible for items confiscated by customs.

i.      If our online store expressly offers a “Delivered Duty Paid” (DDP) or “Prepaid Duties and Taxes” option the displayed amount for duties and taxes will be collected at checkout and remitted on your behalf. In all other cases, duties and taxes are payable by you on delivery (Delivered Duty Unpaid).

j.      We reserve the right to not ship to some destinations. You will be advised before payment whether the package can be shipped to the desired destination.

 

5.          Delivery restrictions

Please note that we do not ship to certain addresses, such as military, certain restricted areas (such as hotels), pick-up points, or PO boxes.

 

 

 

6.          Lost Packages

a.     If the package is lost in transit, please contact the carrier and quote the tracking number provided in the dispatch confirmation email. If the carrier cannot locate the item, we will lodge an enquiry to locate the item.

b.    It is your responsibility to ensure accurate delivery address and contact details. Multiple delivery attempts, re-direction or returned packages may attract additional fees which may be billed by the carrier against you.

c.     We have no control over third-party agents responsible for delivering packages and recommend that you obtain insurance to cover delivery. Where possible we will assist you in any claim against a third-party delivery agent.

 

7.          Incomplete Orders

a.     In limited circumstances, if multiple items have been purchased from us, and one or more items are temporarily unavailable, we will dispatch the available items in the order.

b.    In the event of an incomplete order, we will make contact to discuss the items that cannot be immediately delivered. In most cases we will source the ordered items and have them delivered separately at our own cost. If we are unable to source the items, we will refund any product we cannot deliver.

 

8.          Damaged Items

Our refund policy (link) applies to items damaged during delivery. If your order arrives damaged or incomplete, please immediately take a photo and contact us.

 

9.          Insurance

All shipments include standard transit insurance provided by the courier, which covers loss or damage up to the maximum compensation limit set by the courier company.

a.     Coverage is subject to the courier’s terms and assessment.

b.    For orders exceeding the courier’s insurance limits, we cannot guarantee full reimbursement in the event of loss or damage.

c.     We are happy to assist in communicating with the courier if a claim needs to be made.