Shipping Policy

1. General Information

2. Processing Time

• Orders are typically processed within 1–2 business days (Monday–Friday, excluding Victorian public holidays).
• During peak periods (e.g., Christmas, End of Financial Year sales), processing may take up to 3–5 business days.
• You will receive a confirmation email once your order has been dispatched, including tracking details where available.

3. Domestic Shipping (Australia)

3.1 Shipping Methods & Timeframes

• Regional & Remote Areas: Delivery to remote or regional locations may take an additional 2–5 business days.
• PO Boxes: We deliver to PO Boxes using Australia Post services.

3.2 Free Shipping

• Free standard shipping is available on orders over $89 AUD. This applies to Australian addresses only.

3.3 Shipping Carriers

4. International Shipping

• International shipping is coming soon. We are working to expand our delivery options beyond Australia. Check back for updates or subscribe to our newsletter to be notified when international shipping becomes available.

5. Order Tracking

• Once dispatched, you will receive a tracking number via email.
• You can track your order through the carrier's website or by logging into your account on our store.
• If you do not receive tracking information within 3 business days of placing your order, please contact us.

6. Undeliverable Packages

• If a package is returned to us due to an incorrect address provided by the customer, refusal of delivery, or failure to collect from a post office, we will contact you to arrange re-delivery at your expense.
• If you do not respond within 14 days, the order may be cancelled and refunded minus shipping costs and a restocking fee (if applicable).

7. Lost or Damaged Items

• If your order has not arrived within the estimated timeframe, please contact us within 14 days of the expected delivery date.
• If your item arrives damaged, please contact us within 7 days of delivery with photos of the damage and packaging. We will assess the claim and arrange a replacement or refund as appropriate.
• We are not liable for loss or damage caused by the shipping carrier once the item has left our premises; however, we will assist you in lodging a claim with the carrier where possible.

8. Split Shipments

• If your order contains multiple items, they may be shipped separately depending on availability and warehouse location. You will not be charged additional shipping fees for split shipments.

9. Changes to Shipping Address

• Shipping addresses cannot be changed once an order has been dispatched. Please ensure your address is correct at checkout.
• Address changes requested before dispatch will be accommodated where possible, but may delay processing.

10. Refunds & Returns Related to Shipping

• For returns due to change of mind, the customer is responsible for return shipping costs unless the item is faulty or incorrectly described.
• For faulty or incorrect items, we will cover return shipping costs. Please contact us for a prepaid return label.

11. Contact Us

• Email: contact@stolsben.com