Shipping policy

Shipping Policy

Gifted From The Heart

Last updated: May 2026

This policy explains where we ship, how we ship, how long it takes, and what happens if something goes wrong along the way. It should be read alongside our Returns and Refunds Policy and our Terms and Conditions.

1. Where we ship

We currently ship to addresses within Australia only. We do not ship internationally at this time.

2. Shipping methods

All orders are shipped via Australia Post. At checkout, you can choose between:

• Standard eParcel — Australia Post’s standard tracked parcel service.

• Express eParcel — Australia Post’s next-business-day delivery service to most metropolitan areas within the Express Post network.

Both services include tracking. Express eParcel is the fastest option once your order has been dispatched.

3. Shipping costs

Shipping costs are calculated at checkout based on the total weight of your parcel and the service you select (Standard or Express). The exact cost will be shown before you complete your order — there are no hidden charges added after checkout.

We do not currently offer free shipping.

4. Order processing time

Personalised items are made to order. Please allow 3 to 5 business days from the time you place your order for us to produce and dispatch your item. Business days are Monday to Friday, excluding NSW public holidays.

You will receive a dispatch confirmation email with tracking details once your order is on its way.

Important: the processing time is separate from the Australia Post delivery time. Total time from order to delivery is the production time plus the Australia Post transit time below.

5. Estimated delivery timeframes

Once dispatched, Australia Post provides the following indicative delivery timeframes:

• Standard eParcel: typically 2–8 business days, depending on your delivery address. Regional and remote areas may take longer.

• Express eParcel: next business day to most metropolitan locations within the Express Post network. Delivery outside the network is usually 1–2 additional business days.

You can check delivery timeframes for your postcode using the Australia Post delivery calculator at auspost.com.au/parcels-mail/delivery-times.html.

Delivery timeframes are estimates provided by Australia Post and are not guaranteed. Delays may occur due to weather, peak-season volumes, or other circumstances outside our control.

6. Tracking your order

Every order is sent with tracking. Once your order is dispatched, we will email you a tracking number along with a link to the Australia Post tracking page. You can also track your parcel directly at auspost.com.au.

If you have not received a dispatch email within the processing time above, please check your spam or junk folder before contacting us.

7. Authority to Leave and signature on delivery

We dispatch all orders using Australia Post’s standard service settings. Under those settings, the Australia Post driver may, at their discretion, leave your parcel in a safe place at the delivery address if no one is available to receive it (commonly known as Authority to Leave or Safe Drop).

If you would prefer a signature on delivery, or if you want to change the delivery instructions after dispatch, you can do so via your MyPost account at auspost.com.au or by contacting Australia Post directly with your tracking number.

Once Australia Post records a parcel as delivered to the address you provided at checkout — including where the driver has used Authority to Leave — risk in the goods has passed to you. We are not responsible for parcels stolen or damaged after delivery has been recorded.

8. Address accuracy

It is your responsibility to provide an accurate, complete delivery address at checkout, including the correct unit or apartment number, street address, suburb, state, and postcode.

If a parcel is returned to us because the address you provided was incorrect, incomplete, or undeliverable, we will contact you to arrange re-delivery. You will be responsible for the cost of re-shipping.

If you spot an error in your delivery address after placing your order, please contact us immediately. We can usually update the address if your order has not yet been dispatched.

9. PO Boxes and Parcel Lockers

We can deliver to Australian PO Boxes and Australia Post Parcel Lockers via Standard or Express eParcel. Please make sure the address is entered in the correct format at checkout.

10. Lost or damaged parcels

We take full responsibility for parcels that are lost or damaged in transit. If your parcel hasn’t arrived in the expected timeframe, or it arrives damaged, please contact us and we will sort it out.

To help us investigate quickly, please contact us:

• Lost parcels: if your tracking has not updated for more than 5 business days (Standard eParcel) or 3 business days (Express eParcel) past the expected delivery date, please get in touch.

• Damaged parcels: please contact us within a reasonable time of delivery with clear photographs of the damage to both the item and the packaging.

We will work with Australia Post to investigate where required. Once confirmed, we will offer you a replacement or a full refund — including the original postage you paid at checkout — in line with our Returns and Refunds Policy.

You can find the full process and remedies in our Returns and Refunds Policy at giftedfromtheheart.com.au/policies/refund-policy.

11. Peak periods and cut-off dates

Around Christmas, Mother’s Day, Father’s Day, and other peak gifting seasons, Australia Post volumes are significantly higher and delays are more common.

We will publish recommended order cut-off dates on our website ahead of each peak period to give your gift the best chance of arriving on time. We recommend ordering well in advance during these periods, and choosing Express eParcel for time-sensitive gifts.

We cannot guarantee delivery by a specific date, even with Express eParcel, but we will always do our best to dispatch your order as quickly as possible.

12. Risk and title

Risk in the goods passes to you when the goods are delivered to the address you provided at checkout — including, where Australia Post has used Authority to Leave, when the parcel is recorded as delivered to that address.

Title in the goods passes to you when we have received payment in full and the goods have been dispatched.

This clause does not limit your rights where goods are lost or damaged before delivery, or where you receive faulty, damaged, or incorrectly described goods — those rights are set out in the Returns and Refunds Policy and protected under the Australian Consumer Law.

13. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Delivery timeframes shown at checkout and in this policy are estimates and are not guaranteed unless we have specifically agreed to a guaranteed delivery date in writing.

A delay in delivery does not, on its own, entitle you to cancel the order or obtain a refund of the product price, except where required by the Australian Consumer Law.

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy you may have under the Australian Consumer Law.

14. Contact us

If you have any questions about this Shipping Policy, or you need help with an order in transit, please get in touch.