COVID-19 UPDATE: Shipping as usual, please expect some delays due to Australia Post overload. Shipping & Deliveries
Free shipping is available for all purchases (non-bulky goods) over $100.00 Australian dollars to all metropolitan areas within Australia. Please note that bulky goods include any singular item over 25kg or 1cbm in carton size. For all bulky good purchases, we will provide a quote fo
r freight cost from a courier to your email and will require your acceptance prior to processing these orders. We will endeavour to ship out online purchased products within a reasonable time frame. Please note that we cannot be held responsible for any freight delays after the goods has been collected by the designated courier. Any delays beyond our direct control, including delays caused by the courier company does not entitle cancellation of the order. If your purchase has not arrived in a reasonable amount of time or within the time frame stipulated on your purchase (if applicable), please contact us by phone or email with your order number so we can make enquiries on the cause of the delay. All purchases will be shipped out on business days only. Please note that our couriers do not pick up goods on Saturdays, Sundays or any Public Holidays. If a customer initiates an address change prior to the parcel being delivered to the original address, the customer accepts that there will be at least one (1) business day delivery delay due to the parcel requiring to be returned to a central point for re-distribution to the new address. Please choose this service carefully, as we are not liable for loss, damage, or theft if you choose a non-secure delivery service (i.e. Australia Post Delivery Terms and Conditions (Domestic)
This service requires a signature on delivery as this is the most secure method of shipping. If no-one is home at the time of attempted delivery, Australia Post will take the parcel to the nearest Post Office or Delivery Centre for collection. If the parcel is not collected within the Australia Post timeframe and therefore returned to sender (RTS), Eliza Moore Boutique will contact the customer with options for re-shipment. For metro areas, delivery is next business day if you are within the Express Post network. You can check if you're in an Australia Post Express Post-delivery zone within Australia here
For regional areas, delivery is 2-3 business days. The above timeframes are applicable provided there are no delays with Australia Post outside of Eliza Moore Boutique's control. Order Cancellation Requests
If a cancellation request is received by our office and can be accommodated by the warehouse team (i.e. the order has not already been picked, packed or dispatched), we can offer a store credit gift card or a refund back to the payment method. If a cancellation request cannot be accommodated, we will assist with the Returns Process. Security & Dispatch Delays
We take a firm stance against fraud. If a transaction is flagged in our system, we reserve the right to conduct all security checks to ensure that the owner of the card or account authorises the transaction. If the requested security check is not complied with, we reserve the right to dishonour, cancel, refund, and report the transaction information with the relevant Fraud Prevention and Banking Authorities. The decision to do so is at our sole discretion. If your order has been flagged for a security check, dispatch will be delayed until the requested information can be provided by the card or account holder and the delivery timeframe is subject to the dispatch date. Delivery Delays
Once your order has left our warehouse, it is in the hands of the delivery company. Any delays caused by the delivery company are outside our control and we cannot be held responsible for any delays. Expected shipping times are an estimation given to us by the delivery companies and may vary depending on location. During peak sale times and public holiday periods, delivery delays are to be expected. It is the responsibility of the customer to ensure that they are aware of potential delays per this shipping policy. By placing their order, the customer also agrees to this shipping policy and understands that Eliza Moore Boutique are not liable for delays outside of our control and cannot guarantee delivery timeframes, regardless of the estimates provided herewith. Loss, Damage & Delivery Disputes
If your tracking does not show as delivered within the recommended time frame, please contact us on [email protected] and we will launch an enquiry on your behalf with the Shipping Carrier. If your parcel is damaged in transit, please contact us as a priority on [email protected] and we will provide instructions on how to proceed with a resolution. In the case where Authority to Leave (no signature on delivery) is selected and delivery shows as successful, Eliza Moore Boutique and the Shipping Carrier are removed of all responsibility, as the receiver has opted for a non-secure delivery method. In the case where Signature on Delivery is selected and the delivery shows as successful, but the receiver is disputing the delivery, it is the receiver’s responsibility to contact the Shipping Carrier and raise the dispute. If required, Eliza Moore Boutique can assist the receiver with this process and provide any supporting documentation. Return to Sender & Refused Customs/Import Fees
It is the sole responsibility of the customer to enter their full and correct address (including Business Name if applicable), ensure that they are available to be contacted for delivery to be arranged (if applicable), as well as collecting their parcel from the collection point (if applicable). Eliza Moore Boutique is not liable for any information entered incorrectly in the checkout, which is a secure environment. For Australian customers, if the parcel cannot be delivered due to the customer's error or is not collected within the Australia Post timeframe and therefore returned to sender (RTS), Eliza Moore Boutique will contact the customer with options for re-shipment. For International customers, if the parcel cannot be delivered due to the customer's error, or if a customer refuses to pay the required Customs/Import Fees applicable to their country, fails to arrange delivery with the courier company or fails to pick up the parcel from the collection point and the parcel becomes returned to sender (RTS), Eliza Moore Boutique will contact the customer with advice on the cost for RTS, which the customer is wholly responsible for. For Australian customers, a flat rate of $7.95 will be charged for re-shipment and it is the customers responsibility to make payment and provide the true and correct address, as well as collecting their parcel from the collection point, if applicable. If the customer has changed their mind on their purchase and does not want the order to be re-shipped, a store credit will be offered, less the aforementioned re-shipping fee (and less any original shipping costs, if applicable). For New Zealand customers, standard postage a flat rate of $15.00 AUD and express $25 will be charged for re-shipment and it is the customer's responsibility to make payment for the re-shipment and for the RTS fee, as well as providing the true and correct address. If the customer has changed their mind on their purchase and does not want the order to be re-shipped, a store credit will be offered, less the RTS fee (and less any original shipping costs, if applicable). For Rest of World customers, a flat rate of $25.00 AUD will be charged for re-shipment and it is the customer's responsibility to make payment for the re-shipment and the RTS fee, as well as providing the true and correct address. We will always contact the customer when a RTS parcel is received back into our warehouse. If we do not receive a response for resolution within five (5) business days, we will automatically assume that the customer does not want the parcel re-shipped and we will issue a store credit per the above. Eliza Moore Boutique is removed of all liability for any loss, damage or theft that may result from delivering the shipment. Eliza Moore Boutique strongly encourages our customers to obtain signature on delivery to prevent loss, damage, or theft.
