Shipping Policy

This Shipping Policy explains how Molonglo & Fern processes, dispatches, tracks, and manages delivery of orders placed through our online store.

1. Order Processing

Orders are generally processed within 1 to 3 business days after payment is successfully confirmed.

Business days are Monday through Friday, excluding Australian national public holidays, Australian Capital Territory public holidays, carrier closure days, and exceptional operational closure periods.

Processing times may be extended during promotions, product launches, peak shopping periods, holiday seasons, severe weather, delivery carrier disruptions, inventory checks, payment review, security review, or other circumstances outside our reasonable control.

2. Order Confirmation

After placing an order, you should receive an order confirmation email at the email address entered during checkout.

Please review your order confirmation carefully, including the products ordered, quantities, sizes, colours, delivery address, billing information, contact details, shipping method, and total amount paid.

If you notice an error, contact support@molongloandfern.com.au as soon as possible. We cannot guarantee changes once an order has been processed, packed, or dispatched.

3. Shipping Destinations

We ship within Australia and may ship to selected international destinations where an international delivery option is made available at checkout.

Available shipping destinations and methods may depend on product type, delivery location, carrier availability, fulfilment arrangements, import restrictions, customs requirements, or operational limitations.

4. Shipping Rates

Available shipping methods and applicable shipping charges will be displayed during checkout before you complete your purchase.

Shipping costs may depend on destination, parcel size, parcel weight, delivery method, order value, warehouse location, and carrier availability.

Free shipping offers, where available, may be subject to minimum order values, selected products, promotional periods, delivery areas, or other clearly disclosed terms.

5. Currency, GST, and Total Price

Prices are displayed in Australian Dollars unless otherwise stated.

Where applicable, prices shown to Australian customers include GST. Any mandatory or pre-selected charges forming part of the minimum total price will be displayed in accordance with applicable law. Optional delivery charges will be displayed at checkout before purchase completion.

6. Estimated Delivery Timeframes

Estimated delivery dates or timeframes may be displayed during checkout or provided in your order confirmation.

Delivery timeframes are estimates unless a guaranteed delivery service is expressly identified and purchased.

Unless expressly stated otherwise, estimated transit timeframes do not include the order processing period.

7. Supply and Delivery Obligations

We aim to dispatch and deliver products within the timeframe communicated to you at checkout or in your order confirmation.

We do not accept payment for products that we do not intend to supply, that we intend to supply in a materially different form from what was ordered, or that we know or ought reasonably to know cannot be supplied by the promised date or within a reasonable time.

If we cannot supply an ordered product within the stated timeframe or a reasonable timeframe, we will contact you and provide an appropriate resolution, which may include cancellation and refund, replacement where agreed, or another remedy required by law.

8. Dispatch Confirmation and Tracking

Where tracking is available, a dispatch confirmation email containing tracking information will be sent after your order has been shipped.

Tracking information is supplied by the carrier and may not update immediately after dispatch.

9. Delivery Delays

Orders may be delayed due to severe weather, carrier interruptions, industrial action, high parcel volumes, customs processing, incorrect delivery information, remote delivery conditions, security screening, public holidays, or events outside our reasonable control.

Where reasonably possible, we will assist customers with investigating delayed shipments and provide any remedy required by applicable law.

10. Incorrect or Incomplete Delivery Address

You are responsible for providing a complete and accurate delivery address during checkout.

If a parcel is delayed, returned, or cannot be delivered due to incorrect, incomplete, or outdated delivery information provided by you, additional shipping charges may apply for reshipment.

This does not affect any rights you may have where the delivery issue is caused by us or a failure to meet applicable legal obligations.

11. Lost Parcels

If tracking indicates that your order has not arrived within the expected timeframe, please contact support@molongloandfern.com.au with your order number and tracking information.

We may open an investigation with the carrier and assess an appropriate resolution based on the investigation, your order information, and applicable law.

12. Parcels Marked Delivered but Not Received

If tracking indicates that a parcel has been delivered but you cannot locate it, please first check with household members, neighbours, building management, reception, parcel lockers, safe-drop locations, and the local carrier facility.

If the parcel remains unavailable, contact support@molongloandfern.com.au so we can review available information and assist where reasonably possible.

13. Parcels Arriving Damaged

If your parcel arrives damaged or the product inside appears damaged, contact support@molongloandfern.com.au promptly and provide your order number, photographs of the packaging, photographs of the shipping label, photographs or videos of the damaged product, and a clear description of the issue.

Damage during delivery may entitle you to a remedy under Australian Consumer Law depending on the circumstances.

14. International Shipping

Where international shipping is offered, delivery times may vary depending on destination, carrier, customs clearance, local postal services, import restrictions, taxes, duties, or other local requirements.

15. Customs Duties, Import Taxes, and Brokerage Charges

Unless expressly stated otherwise at checkout, international customers are responsible for customs duties, import taxes, brokerage fees, handling charges, or other charges imposed by the destination country or delivery carrier.

We do not control these charges and cannot guarantee the amount payable.

16. Refused International Deliveries

If an international shipment is refused, abandoned, or returned because duties, taxes, import charges, or delivery fees are not paid, reasonable related costs may be deducted from a voluntary refund where permitted by law.

17. Split Shipments

An order may be delivered in more than one shipment due to product availability, warehouse location, parcel size, or operational requirements.

If your order is divided into separate shipments, you may receive separate tracking details for each parcel.

18. Changes or Cancellations Before Dispatch

To request a change or cancellation before dispatch, contact support@molongloandfern.com.au as soon as possible.

We cannot guarantee modifications or cancellations after processing, fulfilment, packing, or dispatch has begun.

This section does not limit remedies or rights available under Australian Consumer Law.

19. Contact

For shipping and delivery questions, contact:

Email: support@molongloandfern.com.au
Phone: +61 2 6188 4276

Molonglo & Fern
48 Kellway St
Evatt ACT 2617
Australia