Shipping Info

Shipping Policy

All orders ship from our headquarters in Melbourne, Australia. By placing an order with Sommerfugl Kids, you agree to the terms set out in this policy.

SHIPPING RATES

Australia-wide standard shipping is free on all orders AUD$70 and over. For orders under AUD$70, a flat fee of AUD$9.95 applies.

Australia-wide express shipping is a flat fee of AUD$19.95 on all orders.

International shipping is a flat fee of AUD$19.95 on all orders.

Shipping fees are charged at a flat rate and are not calculated by individual parcel weight, size, or distance. The fee paid at checkout represents the price of the shipping service we provide, including packaging, handling, lodgement, and dispatch, and is not a pass-through reimbursement of the carrier's invoice to us.

In some cases, the actual cost charged to us by the carrier is higher than the shipping fee paid at checkout. As a small business, we absorb that difference to keep pricing fair and accessible across our range.

Shipping fees are non-refundable once an order has been dispatched, as the service has been performed.

CARRIERS

We use Australia Post or our preferred courier service for domestic orders, and DHL Express for international orders. We reserve the right to choose the most appropriate carrier and service level for each order based on size, destination, and value.

PACKAGING, PARCEL SIZE AND TRACKING

To provide superior protection for our products, particularly smaller and delicate items, some orders may be flat-packed.

Depending on the size of the item and the shipping method selected, smaller orders may be dispatched as letter mail and may not include tracking. This allows us to keep shipping costs reasonable while still ensuring items are securely packaged. By selecting standard shipping at checkout, you accept that tracking may not be available for your order. Customers who require guaranteed tracking should select express shipping.

Once a parcel is lodged with the carrier, all delivery assessments, handling decisions, routing, and delays are determined by the carrier and are outside our control. We are not liable for carrier-side issues including but not limited to lost mail, delivery delays, incorrect delivery, or items marked as delivered but not received.

PROCESSING TIMES

Orders placed Monday to Friday before 12pm AEST ship within 24 hours. Orders placed after the cut-off time, on weekends, or on public holidays will be processed the next business day.

For consumer protection, all orders are subject to review prior to dispatch. On occasion, this may cause a slight delay in processing. Your patience is appreciated.

Orders placed during sales, special promotions, or holiday periods may take additional time to process due to increased volume. Please allow 1 to 2 extra business days during these periods.

INTERNATIONAL SHIPPING

International orders are sent via DHL Express. Average transit time is 1 to 7 business days from dispatch, though delays can occur in transit or at your local customs office.

Please ensure the shipping address you provide is one that DHL Express is able to deliver to. We are not liable if DHL is unable to deliver to the address provided, and reshipment costs in such cases are the responsibility of the customer.

International orders may be subject to import duties, customs fees, or taxes levied by the destination country. These charges are the sole responsibility of the customer and are not included in the shipping fee or product price. We recommend checking with your local customs office before ordering. Refusal to pay these charges, or refusal of delivery, does not entitle the customer to a refund of shipping fees.

PO BOXES

For security and tracking reasons, we do not ship to PO boxes.

ORDER CONFIRMATION AND TRACKING

Once your order has been dispatched, you will receive an email confirmation. Where tracking is available, your tracking number will be included in this email. For untracked letter-mail dispatches, the email will confirm dispatch but will not include a tracking number.

NON-DELIVERY CLAIMS

If your order has not arrived within a reasonable timeframe, please contact us. For domestic standard shipping, please allow 15 business days from dispatch before lodging a claim. For domestic express shipping, please allow 5 business days from dispatch. For international shipping, please allow 20 business days from dispatch.

For untracked orders, claims are assessed on a case-by-case basis at our discretion. We are not obligated to refund or replace orders confirmed as dispatched where the customer-provided address was correct and the carrier records indicate the parcel was lodged.

INCORRECT ADDRESSES AND RETURNED PARCELS

It is the customer's responsibility to provide a correct and complete shipping address at checkout. Parcels returned to us due to incorrect addresses, unclaimed delivery, or refused delivery may be reshipped at the customer's expense. Original shipping fees are not refundable in these cases.

CHANGES AND CANCELLATIONS

Once an order has entered processing, we are unable to guarantee changes or cancellations. Please review your order carefully before completing checkout.

DISPUTES

If you have any concerns about your order or shipping, please contact us directly before initiating a chargeback or payment dispute. The vast majority of issues can be resolved quickly through direct communication, and we are committed to fair outcomes for our customers.

CONTACT

For any questions about your order or this policy, please email us at hello@sommerfuglkids.com and we will be happy to help.