Shipping policy
SHIPPING
All orders are shipped from Noosa Heads, Queensland, Australia.
Shipping is free on all Domestic and International Orders over $400 AUD.
Shipping costs for orders less than $400 AUD are (Australian Dollars, including GST);
Within Australia (Express Post) $12.50 AUD
Outside Australia (Express Post) $25.00 AUD
Please note, for all domestic returns, shipping labels will be provided via our returns portal. For all international returns, we do not provide return shipping labels and returns will be at your own cost.
For orders to countries outside of Australia, deliveries are shipped on a DDP (Delivery Duty Paid) basis, Duties and taxes will be calculated and applied at checkout.
ORDER CONFIRMATION
When your order has been placed, a confirmation email will immediately be sent to your nominated email address. If you do not receive a confirmation email, please email us at customercare@palmnoosa.com.au.
PROCESSING AND DELIVERY TIMES
All deliveries are Express Post. For Domestic deliveries we use Australia Post or StarTrack. For International deliveries we use Australia Post or DHL.
Orders are typically dispatched within 1 business day, with exception during sale and holiday periods, when deliveries may take 2-3 days longer.
Once your parcel has been dispatched a unique tracking number will be sent to your nominated email address. You can track your parcel clicking on the link provided in the email.
Delivery times are within the Postal Carriers control, but we advise allowing 1-3 business days for domestic orders and 5-10 days for International orders.
ORDER CHANGES
If you require any changes to your order including incorrect address details and sizing, please contact us immediately at customercare@palmnoosa.com.au to ensure adjustments can be applied prior to the order being processed. We’ll do our best to accommodate changes before your order is processed, however this cannot always be guaranteed.
If your order has already been processed, Palm Noosa accepts no responsibility for incorrect details entered, however our usual returns process is available.
Shipments that are rejected by the receiver will result in the customer incurring redirection fees. In the instance that a shipment is rejected by the receiver, it is the customer's responsibility to contact Palm Noosa customer care customercare@palmnoosa.com.au to notify us of the situation.
Palm Noosa reserves the right to cancel any order after purchase.
CURRENCY TAXES AND DUTIES
GST is included on all shipments within Australia.
For orders to countries outside of Australia, deliveries are shipped on a DDP (Delivery Duty Paid) basis, Duties and taxes will be calculated and applied at checkout.
Palm Noosa do not refund tax and duties on returns or exchanges. Please contact your local customs office to obtain your tax refund.
FAULTY ITEMS AND RETURNS
We aim to provide you with products of the highest standard and quality. If you have received a product with a manufacturing fault, please email us at customercare@palmnoosa.com.au soon as you receive your order and we can guide you swiftly through a resolution. Please provide our team with images of the damage, defect or fault for preliminary assessment.
If the product is confirmed to have a manufacturing fault, we will replace the product or refund the price of the product to your original payment method at your request. If the product is found not to have a defect or deemed out of warranty, we will ship the product back to you.
It does not constitute a defect, if in our reasonable opinion, the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse or failure to use in accordance with care for instructions.
RETURN SHIPPING COSTS
A flat $10 fee will be charged for all returns to cover Shipping and Handling costs. This will be applied via our returns portal when submitting a returns.
For more information on our Returns Policy, please visit our Returns Page.