Shipping policy
Every order is handcrafted in Bali and dispatched from our warehouse in Byron Bay, NSW.
Rates and free shipping
All rates in AUD unless noted. Free shipping applies to standard delivery only — express is always charged in full, whatever the order value.
| Destination | Standard | Free standard shipping from | Express |
|---|---|---|---|
| Australia | $9.95 | $250 | $14.95 |
| New Zealand | $12.95 | $300 | $22.95 |
| United States | $14.95 | $275 | $29.95 |
| United Kingdom | $14.95 | $275 | $29.95 |
| Canada | $14.95 | CAD $275 | $29.95 |
| Europe | $16.95 | $300 | $34.95 |
| Singapore & Japan | $20.95 | — | $37.95 |
| Rest of world | Calculated at checkout | — | Calculated at checkout |
Delivery times
These are total order-to-door windows in business days, and include 1–2 days of processing.
| Destination | Standard | Express |
|---|---|---|
| Australia — metro | 4–7 | 2–4 |
| Australia — regional | 6–10 | 3–6 |
| New Zealand | 9–16 | 4–8 |
| United States | 13–22 | 6–12 |
| United Kingdom | 13–22 | 6–12 |
| Canada | 13–22 | 6–12 |
| Europe | 15–24 | 7–14 |
| Rest of world | 19–30 typically | Varies |
Made-to-order and engraved pieces are handcrafted for you after you order. Allow 5–8 weeks from order to delivery — 4–6 weeks in production plus transit. Express delivery isn't available on made-to-order pieces.
Dispatch
We pack Monday to Friday. Australian orders placed before 2:00 PM AEST are dispatched the same day; orders placed after 2:00 PM are dispatched the next business day. Orders placed from Friday afternoon through Sunday are dispatched on Monday, and public holidays add a day.
International orders are packed on the same schedule and depart Australia on our regular international services.
Carriers
We ship with Australia Post within Australia, and Australia Post International and DHL Express internationally. You'll receive tracking as soon as your order is dispatched.
Duties and taxes
Australia, New Zealand, the United States, the United Kingdom, Canada, and European Union member states: all duties and taxes are included in the price you see. What you pay at checkout is what you pay — no additional charges on delivery. If your order is ever held at customs, contact us and we'll resolve it.
Everywhere else, including non-EU European countries such as Switzerland, Norway and the United Kingdom's Crown Dependencies: customs duties or taxes may apply depending on your country's import regulations, and are payable on delivery.
Tracking
Tracking can take 24–48 hours to update after dispatch, and international parcels can sit without a scan for several days while in transit. If there's no movement 72 hours after dispatch, get in touch and we'll chase it.
Lost or damaged parcels
Damaged in transit. Send us photos of the item and the packaging within 7 days of delivery. We'll email you a prepaid return label, because we need the damaged piece back to assess it and lodge the carrier claim. Once it is on its way to us, you can choose a full replacement or a full refund. If you spot damage after 7 days, contact us anyway — we'll assess it under our lifetime craftsmanship warranty.
Marked delivered but not received. Check with your household and neighbours and look around your property — carriers occasionally scan a parcel as delivered a little early. If it still hasn't appeared, contact us and we'll open an investigation with the carrier.
Lost in transit. If your order hasn't arrived 15 business days past the expected delivery date, we treat it as urgent. We'll file a carrier claim and arrange a replacement at no cost to you, and we'll update you every 48 hours until it's resolved.
Where we can't ship
We're unable to deliver to a small number of destinations. If we can't ship to your address, you'll see this at checkout before you pay.
Questions
Email us at support@merchantsofthesun.com.au and we'll come back to you within 24 hours.