Our goal is to get your items to you as quickly as we can, and with a minimum of fuss, so that you can enjoy them sooner.
We aim to have items shipped within 1 – 2 weeks wherever possible. If you have a rush order and have chosen an expedited shipping option, please let us know when making your order – we will do our best to accommodate you.
Items are shipped by Australia Post and calculated on check-out unless otherwise noted. International shipping is based on your location, as well as the weight and dimensions of your package.
Please Note: All orders are shipped by parcel so that they can be tracked and have suitable padding to resist any potential mishandling by Australia Post.
Domestic shipping is available to any address Australia Post will post to within Australia.
To see how long it should take for the order to arrive using your available shipping options, please use the Australia Post Delivery Times Calculator. The postcode it is shipped from is ‘4005’. Please note that the dates provided are a guide only, and do not guarantee delivery dates.
A tracking number will be provided on postage of your order, so that you can be secure in the knowledge that it is on its way. All tracking numbers will be forwarded to your email directly from Australia Post, so keep an eye out for the notification.
International postage is available to select locations. Please enter your address details after placing items in your shopping cart to calculate the exact rates. You are responsible for any customs charges, taxes or tariffs as a result of ordering internationally.
Transit times for your postage options and import restrictions can be viewed on the Australia Post International Shipping Guide. Please ensure that your order does not contain any items on the restricted list before placing your order – purchase of goods containing feathers or other natural products are at your own risk.
Please note: international shipping times as provided by Australia Post are an estimate only, and your parcel may take longer than expected to arrive. Customs processing and other international postage processes may potentially delay your order.
A tracking number will be supplied on postage of your order if you picked a tracked option, so that you can be secure in the knowledge that your package is on its way. International economy air is sent with signature on delivery, but does not provide tracking information.
All tracking numbers will be forwarded to your email directly from Australia Post, so keep an eye out for the notification.
What do I do if my items are taking longer than expected to arrive?
- Use the Australia Post ‘Track Your Item’ Tool to check on the status of your delivery. You will also have been provided with a tracking link to your email direct from Australia Post.
- Check that you entered the correct address details by looking at your order confirmation.
- Check if an ‘Item Awaiting Collection’ card has been left for you.
- Check to see if anyone else at the address has accepted the item on your behalf.
- Review the domestic and international shipping times.
If none of these options help to explain why your package has not yet arrived, please review the Australia Post Missing Mail Items Guidelines. If your item has been marked as ‘delivered’ but you have not received it, you will have to lodge a missing item report to Australia Post. Should it not be marked as delivered, a prescribed minimum time-frame above the estimated delivery date must pass before a report can be made.
Please note, Fractured Lace does not guarantee delivery dates, so please order with time to spare if possible, if you’re ordering for a special occasion. Although we will do everything we can to recover your goods if notified of a missing package, Fractured Lace will not be held liable for items that have been lost in transit once they have been received by Australia Post for delivery, as indicated by tracking information.
What if my items sustain damage during transit?
Please let us know! We do our best to ensure that items arrive in perfect condition, but if something does happen, we welcome the opportunity to make it right.
Fractured Lace ensures that all orders are sent in sturdy boxes, and that individual items are packaged and protected with bubble wrap and/or tissue paper as required to ensure that they get to you intact. Every item is individually inspected for quality before it is sent to you. If the package arrives damaged or distorted, please contact Australia Post to make a claim (and please do let us know!). If the items inside the package are in any way damaged, please see our Returns and Refunds policy. Situations where Australia Post has damaged the items inside the parcel through improper handling will be handled on a case-by-case basis.