Shipping Policy

1. Processing Times

   1. Items in Stock: Orders for in-stock items are typically dispatched within 3-5 business days of successful payment processing. Please check individual product listings for availability details.

      1. Made to Order / Customised Items: Processing times vary depending on the design and size of the custom item.

         1. Orders are typically dispatched within 3-5 business days from the date of completion. 

         2. An estimated completion date will be provided at the time of order or request and is subject to change depending on the complexity and current workload.

      2. General Notes: Orders received on non-business days (weekends are public holidays) will be processed the next business day. 

         1. You will receive a tracking number via email once your order has shipped. If you do not receive it, please check your spam/junk folder or contact info@oursoulsessence.com

2. Delivery

   1. Australia Wide Shipping: Shipping is currently available within Australia only.

      1. Delivery times are typically 2-10 business days depending on your location

   2. Shipping Methods: Orders may be shipped via Australia Post, Aramex, or other freight partners

      1. All parcels are shipped with Authority to Leave unless otherwise requested. If there is no safe place to leave the parcel, a calling card will be issued.

      2. If you DO NOT want Authority to Leave, please leave a note in the checkout form

   3. Additional Charges: Bulky or remote deliveries may incur additional fees. You will be notified by email with a separate invoice after checkout if this applies.

      1. Orders will not ship until additional shipping fees are paid

   4. Restrictions: Public Holidays may cause delivery delays.

3. Shipping Rates

   1. Flat Rate Standard Shipping: $15.00 AUD

   2. Flat Rate Express Shipping: $20.00 AUD

   3. Remote Area Fees: Remote addresses may incur added charges. Please email us for a shipping quote before placing your order if you are unsure.

4. Order Not Received or Damaged

   1. Missing Deliveries: If your order hasn't arrived, first confirm the shipping details and lodge a direct enquiry with the courier.

      1. If unresolved after 1-2 business days, contact info@oursoulsessence.com for support

   2. Damaged in Transit: We inspect all items before dispatch. We are not liable for damage during shipping unless shipping insurance was selected at checkout.

      1. Orders not insured are only covered up to a maximum for $100 AUD. If you want to add additional cover, please add a note at the checkout or contact us at info@oursoulsessence.com

      2. If you choose the insurance option at checkout, you are eligible to claim full value for lost or damaged items

5. Unclaimed / Returned Packages

   1. Incorrect Address or Unclaimed Orders: If a parcel is returned due to an incorrect address or the customer failing to collect the package, a refund will NOT be issued.

      1. Customers MUST pay any additional shipping charges before items are re-send

For all shipping questions or issues, please contact us at: info@oursoulsessence.com