Shipping policy

SHIPPING POLICY

Thank you for shopping with Eucalypse. All orders are carefully prepared and dispatched from Canberra, Australia using Australia Post.

ORDER PROCESSING

Orders are generally processed and dispatched within 2–4 business days. Business days exclude weekends and Australian public holidays.

Orders placed during launches, sales or peak holiday periods may require additional processing time. Any significant delays will be communicated through our website or directly by email.

Processing time is separate from the delivery time-frame shown at checkout. Selecting Express Shipping provides a faster postal service but does not reduce the time required to prepare your order.

SHIPPING DESTINATIONS

We ship within Australia and to selected international destinations. Available shipping services are determined by the delivery address entered at checkout.

If your destination cannot be selected or no shipping option appears, we are currently unable to ship to that location.

SHIPPING RATES

Current shipping options, prices and estimated delivery time-frames are displayed at checkout before payment.

Eligible Australian orders of A$100 or more receive free Express Shipping. Qualification is calculated automatically at checkout.

Free shipping does not apply to international orders unless it is specifically included in a promotion.

DELIVERY ESTIMATES

Delivery timeframes displayed at checkout are estimates provided for the selected Australia Post service. They begin once the order has been dispatched and do not include our processing time.

Delivery may take longer because of:

  • Customs clearance.
  • Public holidays or peak postal periods.
  • Severe weather or natural disasters.
  • Carrier disruptions.
  • Remote or regional delivery locations.
  • Incorrect or incomplete delivery information.

Express Shipping is the fastest available service, but delivery by a particular date cannot be guaranteed unless expressly stated.

TRACKING

Tracking is included with our Standard and Express shipping options.

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information. Tracking may take a short time to update after the parcel has been lodged.

Please check that the email address supplied with your order is correct and review your junk or spam folder if the dispatch confirmation does not appear.

INTERNATIONAL DUTIES, TAXES AND CUSTOMS CHARGES

International orders may be subject to import duties, VAT, sales taxes, customs clearance charges, brokerage fees or other charges imposed by the destination country.

Where duties and taxes are calculated and collected at checkout, they will be displayed as part of your order total. Where checkout does not expressly state that these charges have been collected or prepaid, the recipient may be required to pay them before delivery.

Eucalypse does not control charges imposed by overseas customs authorities. Customers are responsible for reviewing the charges displayed at checkout and any additional import requirements that apply in their destination.

Customs authorities may delay or hold a parcel while awaiting information or payment. We must declare the contents and value of international orders accurately and cannot declare a commercial order as a gift or reduce its declared value.

DELIVERY ADDRESSES

Customers are responsible for checking that their delivery name and address are complete and correct before placing an order.

If you notice an error, please contact us immediately. We will try to update the address if the order has not been fulfilled, but changes cannot be guaranteed once processing or dispatch has begun.

Eucalypse is not responsible for additional delivery costs caused by an incorrect or incomplete address supplied by the customer. If an order is returned to us for this reason, the customer may be required to pay the cost of reshipping it.

UNCLAIMED OR REFUSED PARCELS

Customers are responsible for monitoring their tracking and arranging collection or redelivery when required.

If a parcel is returned because it was unclaimed, refused, incorrectly addressed or because applicable import charges were not paid, please contact us to arrange redelivery or discuss the available options.

Additional postage and return-to-sender costs may be deducted from any available refund or charged before redelivery, where permitted by applicable law.

DELIVERY DELAYS

If your parcel has not arrived within the estimated timeframe, please check the tracking information first. If tracking has stopped updating or the parcel appears significantly delayed, contact us through our Contact page with your order number.

We will assist you by reviewing the tracking information and, where appropriate, opening an enquiry with Australia Post. Carrier and customs investigations can take time, but we will keep you informed of any available updates.

PARCELS MARKED AS DELIVERED

If tracking shows that your parcel has been delivered but you cannot locate it, please:

  • Confirm that the delivery address is correct.

  • Check around the property and any safe-drop locations.

  • Ask other household members, neighbours or building management.

  • Contact the local postal or delivery service.

If the parcel still cannot be located, contact us promptly so we can assist with an investigation.

DAMAGED OR INCORRECT ORDERS

If your order arrives damaged or contains an incorrect item, please contact us as soon as reasonably possible through our Contact page.

Include your order number and, where possible, photographs of the parcel, packaging and item. Please retain the packaging while the issue is being assessed.

Damaged, faulty and incorrect items are handled in accordance with our Returns and Refunds Policy and applicable consumer law.

ORDER CHANGES AND CANCELLATIONS

You may request to change or cancel an order before it has been fulfilled. Once an order has been dispatched, it cannot be changed or cancelled.

Submitting a request does not guarantee that the order can be changed if preparation or fulfilment has already begun.

CONSUMER RIGHTS

Nothing in this Shipping Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, including rights available under the Australian Consumer Law and other applicable consumer-protection laws.

CONTACT US

For shipping assistance, please contact Eucalypse through our website’s Contact page and include your order number.