We aim to get your order to you as quickly and safely as possible. This policy applies to both Australian and International orders.
1. Processing Time
We aim to process orders within 3 business days after payment is confirmed.
Processing may take longer during peak periods or holidays.
We will endeavour to notify you if there is any delay.
2. Domestic Shipping (Australia)
Domestic delivery usually takes 3-7 business days from despatch, but may take longer during peak periods or holidays, or due to unforeseen circumstances outside of our control.
You will receive relevant tracking information once your order ships.
Express shipping is available at checkout for urgent orders, where possible. Standard processing times apply.
We cannot guarantee exact delivery times or take responsibility for delays outside of our control.
3. International Shipping
We ship worldwide using reliable carriers.
Delivery times vary by destination and customs processing.
Tracking is provided where available, though some countries may have limited tracking once the package leaves Australia.
We cannot guarantee exact delivery times or take responsibility for delays outside of our control.
4. Customs and Duties
For International orders, customs duties, taxes, and import fees are the responsibility of the recipient.
These fees vary by country and may be charged before or when your package arrives.
We recommend checking your country’s import regulations before ordering.
We are not responsible for customs delays or additional charges applied by your country’s authorities.
5. Shipping Costs
Shipping fees are calculated at checkout based on your location, order weight, and selected shipping method.
Free shipping, where applicable, will be clearly noted.
6. Packaging
All items are packaged with the utmost care to prevent damage during transit.
Fragile items are cushioned or double-packed as required.
7. Lost or Damaged Items
We will work with the carrier to investigate and, if possible, replace lost packages.
If your order is damaged, please contact us within 3 business days with photos.
We will arrange a replacement or refund for damaged items where possible, however please understand that our ability to offer insurance or rapid replacements may be limited.
8. Address Accuracy
Please provide a correct and complete shipping address.
We cannot be responsible for delays or lost parcels caused by incorrect or incomplete addresses.
9. Questions
For any shipping, tracking, or delivery questions, please contact store[at]matthewpham.com.