Shipping Policy
At Sarah & Susan Melbourne, we offer free shipping across Australia. Below you will find information about order processing, estimated delivery times and what to do if a delivery issue occurs.
1. General Shipping Information
We currently deliver to eligible addresses throughout Australia
Orders are fulfilled through international supply partners and may be dispatched directly from overseas. Our store name and listed Australian warehouse address do not mean that every order is dispatched from Melbourne.
Relevant dispatch information and any location-specific delivery restrictions will be disclosed before you complete your purchase.
2. Processing Time
Orders are typically processed within 2–3 business days, Monday to Friday, excluding public holidays.
During busy periods, including our Retirement Sale, processing may take longer. If a significant delay affects your order, we will contact you with an update.
Orders placed after 6:00 pm Melbourne time, on weekends or on public holidays begin processing on the next business day.
3. Shipping Rates
We offer free standard shipping on all orders to Australia with no minimum purchase required.
Any optional shipping service offered at an additional cost will be clearly displayed before payment.
Where customs duties or import charges may be payable by you, this will be disclosed before purchase. Any charges we are required to collect will be included in the checkout total.
4. Estimated Delivery Times
Our usual delivery estimates are:
| Stage | Estimated timeframe |
|---|---|
| Order processing | 2–3 business days |
| Transit after dispatch | 4–9 business days |
| Total from placing your order | 6–12 business days |
Business days: Monday to Friday, excluding relevant public holidays.
Order cutoff: 6:00 pm Melbourne local time — AEST or AEDT, depending on the time of year.
These timeframes are estimates rather than guaranteed delivery dates, unless we expressly agree otherwise.
Delivery to rural or remote locations may take longer. Customs processing, severe weather, public holidays and unexpected carrier disruptions may also affect delivery.
If a different estimate applies to your destination or a particular product, we will disclose it before purchase.
If your order is significantly delayed, please contact us so we can investigate and provide an appropriate solution.
5. Tracking Your Order
Once your order has been dispatched, we will send a shipping confirmation email with tracking details.
Tracking updates may take some time to appear after dispatch. You can follow your parcel using the tracking link provided in your email.
If you have not received your shipping confirmation or need help with tracking, contact info@sarahsusanmelbourne.com with your order number.
6. Shipping Restrictions
We do not currently deliver to PO Boxes or military postal addresses.
Some remote locations or products may be subject to carrier restrictions. Where possible, these restrictions will be displayed before checkout.
If we discover that we cannot deliver an order after payment, we will contact you promptly. If no suitable alternative is agreed, we will cancel the affected order and refund the payment.
7. Incorrect Addresses, Failed Delivery and Returned Parcels
Please check that your delivery address is complete and accurate before placing your order.
If you notice an error, contact us as soon as possible. We will try to update the address, although changes may not be possible once an order has been dispatched.
If a parcel is returned because of an incorrect address supplied by you, refusal of delivery or failure to collect it, we will contact you to discuss the available options.
Any reasonable redelivery charge will be explained and agreed before a new shipment is arranged.
You will not be charged to correct a delivery problem caused by us or our fulfilment partners. Your statutory rights remain unaffected.
8. Lost, Damaged or Undelivered Parcels
If your parcel appears lost, arrives damaged or is marked as delivered but cannot be located, please contact info@sarahsusanmelbourne.com as soon as reasonably possible.
Please provide your order number, tracking number and a description of the issue. For damaged deliveries, photographs of the packaging and affected items can help us investigate.
We will liaise with the carrier and fulfilment partner and remain your point of contact throughout the process.
Our responsibility does not end when a parcel is handed to the carrier. Where an order cannot be delivered or arrives damaged, we will arrange an appropriate remedy, including a replacement or refund where required by applicable consumer law.
9. Your Consumer Rights
Nothing in this Shipping Policy excludes, restricts or modifies rights or remedies available under the Australian Consumer Law.
Delivery estimates and carrier investigations do not remove your right to a remedy where we fail to meet our legal obligations.
10. Changes to This Policy
We may update this policy to reflect changes in our shipping arrangements or legal requirements.
The latest version will be available on this page. Changes will not reduce the rights or delivery commitments applicable to an order already accepted.
11. Contact Information
For shipping enquiries, please contact us with your order number and, where available, your tracking number.
Store name: Sarah & Susan Melbourne
Company name: ecomschild
Company address: Boezem 55, 4007 RA Tiel, the Netherlands
Warehouse address: Foundation Road, Truganina VIC 3029, Australia
Company registration number: 42067606
Phone: +61 468 146 761
Email: info@sarahsusanmelbourne.com
The listed warehouse address is not automatically the dispatch location or return address for your order. Please contact us before sending any returns.
Customer service hours:
Monday to Friday: 09:00–17:00 (GMT)
Saturday and Sunday: 11:00–16:00 (GMT)
We aim to respond to enquiries within 24 hours.