All you want to know about shipping and delivery
When will you dispatch my order?
Your order will be shipped within 1 – 3 business days once payment is received. Orders which include customisation may require up to 7 business days for processing as these items are made especially for you. This processing time also applies if you have chosen the Express shipping option.
Be mindful some payment options take a few days to process, this includes PayPal eCheck. In these cases, your order will be dispatched once your payment has cleared. All orders are dispatched from Sydney, Australia on Monday to Friday.
When will I get my preorder?
You will receive an email when your preorder is ready and on it’s way to you. Estimated stock arrival and dispatch times are found on the product page of the preordered item. If your order includes items that are in stock and you wish to receive these items sooner, you must place a separate order. Unfortunately, spilt delivered is not offered.
Oops, my personal and/or delivery details are incorrect. What can I do?
To help prevent this from happening please check all personal and delivery details are correct before submitting your order. If you notice your details are incorrect after your order is finalised please contact firstname.lastname@example.org immediately. An update to any incorrect order details will be attempted, however depdending the timing, some orders cannot be adjusted.
If your order had been processed and cannot be updated, we cannot be held responsible for an incorrect address being entered on your order.
What happens if my delivery goes to the incorrect address?
If the address is invalid or incomplete, it’s likely your parcel will return to sender. Your order can be re-posted, at your cost, to your correct address or you can receive a refund for the cost of the goods minus processing and postage costs.
Where do you deliver?
Australia-wide delivery is available for all products. YAY!
International delivery is not available
But, you don’t deliver where I live…
Anything is possible! For delivery to overseas locations please send an email to email@example.com for a shipping quote. Cost of shipping will based on AusPost via Standard Air rates, which includes tracking.
What shipping methods are available?
Australia Post is used to ship all orders. For your peace of mind, tracking is included with all orders.
- For Australia, your order is shipped via Parcel Post or Domestic Letter.
When you checkout and complete your order, you are agreeing to the Australia Post terms of service.
I’m in a hurry, can you express/rush my order?
Express service is not offered for international orders.
For orders in Australia, Express Post is available. See Australia Post site for details for Express parcel and letter delivery times. Options are available at checkout for eligible orders. Keep in mind orders will only dispatched once payment is received and the 1 – 3 business day processing still applies. Orders which include customisation will require up to 7 business days for processing.
If you need your order in a real rush, write your deadline in the order notes at checkout and your request will be considered. Otherwise, please email firstname.lastname@example.org to confirm if your deadline can be met. If you’re nearby, you may want to organise to pick up your order, see below.
I’m in Sydney, can I pick up my order?
Yes, and save on delivery costs when you arrange an in person collection. The address for pick up is Shop 3/108 Penshurst St, Willoughby, NSW 2068. Pick up arrangements must be organised prior to collection by emailing email@example.com. Customer pick ups can be arranged Monday – Saturday during business hours.
How much is shipping?
No one likes to be surprised with a hefty shipping fee! There’s a $10 capped rate for all orders within Australia. This means your standard shipping cost will never go above $10, and it may be less depending what you’ve ordered. YIPEE!
To sweeten things up, you get FREE shipping with all orders in Australia over $100!
For all orders, you can calculate your shipping costs^ at anytime from your cart, prior to checkout. Express postage is only available within Australia and is an additional cost.
^Shipping costs include postage and packaging.
How can I get FREE shipping?
If you post within Australia and spend over $100, you’ll automatically get FREE shipping with your order just use the COUPON: FREESHIP at checkout.
Can I track my order?
All Australian and International letter and parcel orders come with tracking. Tracking details will be sent to you via email by Australia Post. Check your junk folder if you haven’t received the email. Find out where your package is once it has been scanned into the Australia Post system.
When will I get my delivery?
Have a look at this handy table to get an estimate of the delivery speed. Remember to add 1 – 3 business days (and up to 7 business days for custom items) for processing time. Keep in mind orders will only dispatched once we recieve your payment.
|Metro||Same state (NSW)||Up to 2 Business Days|
|Country||Same state (NSW)||Up to 5 Business Days|
|Metro||Interstate||Up to 3 – 6 Business Days|
|Country||Interstate||Ask your local Post Office|
|Express||Australia Wide||Next Business Day**|
* Since estimated delivery speed is not guaranteed, please allow up to 10 business days after dispatch for all deliveries, rural orders may take longer to reach you.
** For further details see Australia Post Delivery speeds and coverage information
Customs, Taxes and Duties, oh my!
Will there be any additional costs when I receive my order?
For international customers, customs, taxes and duties, which may be charged to your purchase upon entry to your country, are not covered in the cost of shipping. Ensure you familiarise yourself with the regulations of your country before purchasing. You can contact your local customs office for further information to check if customs, duties and/or taxes are required.
Lost or Damaged Packages
Help, haven’t received my package! Can you help?
jenaboki.com.au is not liable for the loss of an item once it is lodged with Australia Post. If your parcel hasn’t arrived and you think it should have, consider the following:
- Delivery times are based on when your order was dispatched, not the day your order was placed. “Business days” does not include Public Holidays.
- Delivery times are estimated and may be delayed to disruptions. Check for known disruptions in Australia or for international orders.
- Estimated delivery times do not include time taken for international customs processesing.
- Where your order is tracking with Australia Post.
If you have considered these factors and your parcel is still in limbo, please email firstname.lastname@example.org, for assistance to locate your missing parcel.
What if my package has been lost or damaged?
Australia Post may provide compensation for loss or damage to parcels. However, Australia Post does not accept liability for any consequential or indirect loss or damage (see Australia Post site for further details).
INFORMATION FROM AUSTRALIA POST
All orders are sent through Australia Post come with up to $100 compensation for loss or damage. Should your item be lost or damaged, you may be entitled to compensation of up to $100 and a refund of postage. Claims for compensation are assessed on a case-by-case basis.
All requests for compensation claims must be lodged within 6 months of the item being posted.
Please email email@example.com for help starting the compensation process.
Refunds and Replacements
Please see our Refunds and Replacements policy for further information.