Shipping policy
Shipping Policy
This Shipping Policy applies to orders placed with Spooky&Sassy. We take reasonable care to ensure all orders are packaged securely and dispatched within the timeframes outlined below.
Order Processing
Please allow approximately 2–5 business days for your order to be processed and dispatched.
Processing times may be longer during sales, promotional periods, product launches, live sales and periods of high order volume.
Custom, personalised or made-to-order products may require additional processing time. Any applicable processing information will be provided within the relevant product listing or communicated at the time of purchase.
Business days exclude weekends and public holidays.
Shipping Costs and Parcel Size
Shipping charges are calculated or selected at checkout based on the available shipping options.
Customers are responsible for selecting a shipping option appropriate for the size and quantity of products being purchased where multiple parcel sizes are offered.
If the selected shipping option is not sufficient to safely accommodate the order, Spooky&Sassy may contact the customer to arrange payment of the difference in shipping costs before dispatch.
Orders requiring an additional shipping payment will be held until the outstanding amount has been paid.
If you are unsure which shipping option is appropriate for your order, please contact us before completing your purchase.
Shipping Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If you notice an error in your shipping information, please contact Spooky&Sassy as soon as possible. We will make reasonable efforts to amend the address if the order has not yet been dispatched.
Once an order has been dispatched, we may be unable to change or redirect the delivery address.
Additional postage charges may apply where a parcel is returned to us due to an incorrect or incomplete address supplied by the customer.
Dispatch and Tracking
Where tracking is included with the selected shipping service, tracking information will be provided once the order has been dispatched.
Please allow time for tracking information to become active after the parcel has been lodged with the shipping carrier.
Estimated Delivery Times
Any delivery timeframe provided by Spooky&Sassy or the shipping carrier is an estimate only unless expressly stated otherwise.
Estimated delivery times commence after your order has been dispatched and do not include our processing time.
Delivery may be affected by public holidays, peak postal periods, severe weather, carrier disruptions or other circumstances outside our reasonable control.
Delayed or Missing Parcels
If your parcel has not arrived within the expected delivery timeframe, please check your tracking information in the first instance.
If your parcel appears to be significantly delayed or missing, please contact Spooky&Sassy so that we can assist in investigating the delivery with the relevant shipping carrier.
We may ask customers to allow the carrier’s required investigation period before an order can be confirmed as lost.
Nothing in this policy is intended to exclude or limit any rights or remedies available to customers under the Australian Consumer Law.
Damaged Orders
We take reasonable care to package products securely for transportation.
If your order arrives damaged, please contact Spooky&Sassy as soon as reasonably possible after receiving your parcel.
To assist us in assessing the issue and, where appropriate, making a claim with the shipping carrier, we may request:
- Photographs of the damaged product;
- Photographs of the external parcel or satchel;
- Photographs of the internal packaging; and
- Your order details.
Please retain the product and packaging until the matter has been assessed.
Where applicable, remedies will be provided in accordance with the Australian Consumer Law.
Returned to Sender
If a parcel is returned to Spooky&Sassy because an incorrect or incomplete delivery address was provided, the parcel was not collected, or delivery could not be completed due to circumstances attributable to the recipient, the customer may be required to pay the cost of postage to have the order resent.
We will contact the customer using the contact information provided with the order if a parcel is returned to us.
Authority to Leave
Where a customer selects or authorises an Authority to Leave or similar delivery option, the parcel may be left at the delivery address without obtaining a signature.
Customers should carefully consider whether this delivery option is appropriate for their location.
Any rights available under the Australian Consumer Law remain unaffected.
Australian Consumer Law
Our products are sold subject to the consumer guarantees provided under the Australian Consumer Law.
Nothing contained in this Shipping Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Where a product fails to meet an applicable consumer guarantee, customers may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.
Contact Us
If you have any questions regarding shipping, parcel sizing, tracking or the delivery of your order, please contact Spooky&Sassy using the contact details provided on our website.
We recommend contacting us before placing your order if you are uncertain about the appropriate shipping option.