Shipping policy

Cluve Sydney offers tracked shipping to customers throughout Australia, with Standard and Priority shipping options available at checkout.

This Shipping Policy explains our shipping charges, order processing times, estimated delivery times, international fulfilment arrangements, tracking process and procedures for delayed, missing or lost shipments.

SHIPPING COVERAGE

Cluve Sydney is an online store dedicated to customers in Australia.

We ship to eligible addresses throughout Australia, including:

Residential addresses
Business addresses
PO Boxes
Parcel Lockers
Regional and remote Australian locations

Delivery times may be longer for some regional or remote destinations due to carrier availability, distance or other circumstances outside our reasonable control.

If a particular carrier cannot deliver to the address provided, we may contact you to request an alternative Australian delivery address.

SHIPPING OPTIONS AND COSTS

Cluve Sydney currently offers the following shipping options for orders delivered within Australia:

Standard Shipping — AUD $6.99
Estimated delivery time: 6–10 business days after dispatch.

Priority Insured Shipping – Includes Tracking & Priority Insured Processing — AUD $9.99
Estimated delivery time: 1–6 business days after dispatch.

The applicable shipping charge will be displayed during checkout before payment is completed.

Orders are normally processed within 1–2 business days before dispatch.

Shipping and delivery estimates are not guaranteed delivery dates. Regional and remote destinations may occasionally require additional delivery time.

ORDER PROCESSING

Orders are normally processed within 1–2 business days after successful payment confirmation.

Orders are not normally processed or dispatched on weekends or applicable public holidays.

Processing may take longer if:

Payment requires additional verification
Delivery information is incomplete or appears incorrect
An order is flagged for a reasonable fraud or security review
There is an unusually high order volume
Circumstances outside our reasonable control affect fulfilment

If additional information is required, we will contact you using the email address or telephone number provided during checkout.

FULFILMENT ORIGIN

Cluve Sydney ships orders from Australia and also works with an international network of fulfilment and logistics providers.

Depending on product availability, stock levels, destination and carrier capacity, orders may be dispatched from fulfilment centres located in:

Australia
Sweden
Germany
United Kingdom
Asia
Brazil
United States

Orders dispatched from within Australia may be delivered faster than orders dispatched from an international fulfilment centre.

An order may be shipped internationally even though the store is dedicated to Australian customers and all prices are displayed in Australian Dollars (AUD).

The dispatch location does not change the product or shipping price displayed during checkout.

Where an order contains more than one product, products may occasionally be dispatched separately from different fulfilment locations, including a combination of Australian and international origins.

If this occurs, the customer may receive more than one tracking number and packages may arrive on different dates.

GST, CUSTOMS DUTIES AND IMPORT FEES

Cluve Sydney is responsible for applicable import duties, customs charges and similar fees associated with delivering the order to the Australian address provided during checkout.

Customers should not be required to pay additional import duties or customs charges when the package is delivered.

If a carrier or customs authority requests an unexpected payment, please do not make the payment before contacting:

support@cluvesydney.com

We will review the request and provide assistance.

SHIPPING AND DELIVERY TIMES

Orders are normally processed within 1–2 business days.

After dispatch, the estimated delivery time depends on the shipping option selected during checkout:

Standard Shipping — AUD $6.99
Estimated delivery: 6–10 business days after dispatch.

Priority Insured Shipping – Includes Tracking & Priority Insured Processing — AUD $9.99
Estimated delivery: 2–8 business days after dispatch.

Business days exclude weekends and applicable public holidays.

These timeframes are estimates rather than guaranteed delivery dates.

Actual delivery time may vary depending on:

Delivery location
Regional or remote-area carrier coverage
Carrier delays or disruptions
Severe weather
Public holidays
High seasonal demand
Customs or security inspections
Incorrect or incomplete delivery information
International fulfilment origin
Circumstances outside our reasonable control

Selecting Priority Insured Shipping provides a shorter estimated delivery timeframe and priority processing but does not guarantee delivery on a specific date.

Delivery estimates do not limit any rights or remedies available under applicable consumer protection laws.

ORDER TRACKING

All orders include tracking where carrier tracking is available.

After dispatch, we will send a shipping confirmation email containing the available tracking information.

Tracking information may take 24–72 hours to display its first update after the shipping confirmation is issued.

Customers can monitor delivery progress using the tracking link provided by email or the tracking page available on our website.

If an order is dispatched in multiple packages, each package may have a separate tracking number.

DELIVERY DELAYS

A temporary lack of tracking updates does not necessarily mean that a package has been lost.

International packages may remain between tracking updates while:

Moving between countries or carrier facilities
Undergoing customs or security processing
Being transferred to a local Australian carrier

If an order has passed the estimated delivery timeframe for the shipping option selected without a meaningful tracking update, contact:

support@cluvesydney.com

Please include your order number and the email address used during checkout.

We will review the tracking information and, where appropriate, contact the carrier or fulfilment provider.

LOST SHIPMENTS

If a package is confirmed as lost in transit, Cluve Sydney will offer an appropriate resolution at no additional cost.

Depending on the circumstances and applicable consumer rights, the customer may choose between:

A replacement shipment, subject to product availability
A full refund to the original payment method

A package will be considered lost when confirmed by the carrier or when the available tracking information and investigation reasonably indicate that delivery is no longer expected.

PACKAGES MARKED AS DELIVERED

If tracking shows that a package was delivered but you cannot locate it:

Check the delivery address on your order confirmation
Check around the property, mailbox and any safe-drop location
Ask other household members, building staff or neighbours whether they accepted the package
Check for a delivery card, email or message from the carrier
Contact the carrier using the tracking number where possible

If the package still cannot be found, contact support@cluvesydney.com as soon as reasonably possible.

We will review the available delivery evidence and assist with a carrier investigation where appropriate.

DAMAGED PACKAGES

If a package or product arrives damaged, contact:

support@cluvesydney.com

Please include:

Your order number
A description of the damage
Clear photographs of the product and packaging, where available

Damaged or defective products will be handled according to our Return and Refund Policy and applicable consumer protection laws.

DELIVERY INFORMATION

Customers are responsible for providing complete and accurate delivery information during checkout, including:

Recipient name
Street address, PO Box or Parcel Locker information
Suburb
State or territory
Postcode
Email address
Telephone number where requested

If you notice an error, contact support@cluvesydney.com as soon as possible.

We will make reasonable efforts to update the information before dispatch, but changes cannot be guaranteed once fulfilment has begun.

INCORRECT OR INCOMPLETE ADDRESSES

If an order cannot be delivered because the customer supplied an incorrect or incomplete address, the package may be returned to the carrier or fulfilment provider.

We will contact the customer to discuss the available options.

If a reshipping charge applies because of information supplied incorrectly by the customer, the amount will be clearly communicated and must be accepted before reshipping.

No additional reshipping charge will apply where the delivery problem was caused by Cluve Sydney or its service providers.

REFUSED OR UNCOLLECTED PACKAGES

If a customer refuses delivery or does not collect a package made available for collection, the package may be returned to the sender or fulfilment provider.

Once the package is returned, contact us so that we can review the available return, refund or reshipping options.

Any refund will be processed in accordance with our Return and Refund Policy and applicable consumer protection laws.

ORDER CANCELLATIONS

You may request cancellation before dispatch by emailing:

support@cluvesydney.com

We will make reasonable efforts to process the request. However, cancellation cannot be guaranteed once fulfilment has begun.

After dispatch, an order cannot normally be cancelled while in transit. A return may be requested after delivery in accordance with our Return and Refund Policy.