SHIPPING
SHIPPING
All orders are sent from our warehouse in Brisbane with Australia Post.
Domestic orders have a default service requirement of signature on delivery.
In opting out of this service the customer accepts responsibility in the event of theft.
Processing Times
Orders are usually processed and shipped within 24-72hours of payment Monday – Friday.
Please note orders are not processed on weekends or public holidays.
Sale periods may impact this time due to high volumes of orders.
STANDARD DOMESTIC SHIPPING
(2-12 business days)
Orders over $120 – FREE Standard Shipping
Orders under $120 - $7 flat rate Standard Shipping
EXPRESS DOMESTIC SHIPPING
(1-4 business days – Next day delivery guarantee no longer offered by AusPost)
All Australian Orders - $10 Express Shipping
Please Note: The above times are estimates only and not guarantees.
Australia Post is still occasionally experiencing delays as a result of staff shortages, high volumes of parcels, limited air freight capacity, and unprecedented weather events.
Please understand that we do not accept any responsibility for delays by Australia Post, and parcels impacted by delays do not qualify for postage refunds.
----------------------------------------------------------------------------------------------------------------------------
New Zealand shipping
All orders are sent with Australia Post International - Express and can take up to 10 working days. This will incur a flat rate fee of $15.00
United States shipping
We charge a flat rate of AUD$15.00 for USA orders. Your order will be shipped via Australia Post International - Registered and should arrive in up to 30 working days.
Not all international orders are fully trackable through the AusPost network so we strongly recommend checking your parcel’s tracking via your country’s respective postal service website. All USA orders require signature on delivery.
Rest of the World International shipping
Please note that we are only able to accept PayPal payments for international orders valued at over $100 AU. We charge a flat rate of $15.00 for International orders (not including New Zealand and the United States).
We use Australia Post International - Registered that has a 6-30 business day delivery time.
Registered International does not include tracking of your package. The Registered International number is a way of ensuring that your package is not lost during shipment.
We are not responsible for stolen packages or packages delayed in transit.
Taxes & Duties
All prices on Mombasa Rose are in Australian dollars. For international customers, the prices quoted do not include your local sales taxes or import duties, which may be charged to your purchase upon entry to your country. Please contact your local customs office for further information.
Delays and non-deliveries
If you experience an issue with your Australia Post delivery you will need to contact us within 2 weeks of your order being placed so that we have the best chance of finding a solution with Australia post.
Any queries lodged with us after 2 weeks may not be able to be located and may not qualify for a credit note.
Please note, all packages sent by us with the signature on delivery service that are deemed as lost in transit will be issued with a replacement or credit voucher.
It is important to note that should you opt to have your parcel redirected to an address other than that listed on the invoice you will not be covered for any kind of reimbursement in the event of non-delivery.
Furthermore, by electing for Australia Post Safe Drop you will not be covered for replacement in the event that your parcel is stolen. As such we recommended opting to collect your parcel from your local post office if you will not be home to collect it.
Delays are more likely to occur during holiday periods and national sale times, please take this into consideration if your order is of a time sensitive nature.
Return to Sender Parcels
If you were not able to collect your parcel or if you provide an incorrect address and the parcel is returned to us, you will be issued with a credit note for the item/s and a $15.00 RTS fee will be deducted from your credit note.
This is to cover the cost charged to us by Australia Post for your parcels processing and return.
Your credit note will not include any shipping fees you paid for delivery.
SHIPPING FAQs
PROCESSING TIMES
We aim to process all orders within 48 hours Monday - Friday.
Please note orders are not processed on weekends or public holidays.
During peak periods, order processing times may be extended due to a high volume of orders received.
Any changes to orders requested by the customer (including upgrading to Express Post) may extend the processing time.
CAN I CHANGE MY SHIPPING ADDRESS?
Please ensure that your shipping address is correct before placing your order.
Once your order has been placed we are unable to change your address or redirect parcels once they are sent.
HOW TO TRACK MY ORDER?
Within your shipping confirmation email you will find an Australia Post tracking number.
To track your order simply visit www.auspost.com.au/track/ and enter your tracking number.
DELAYS & NON DELIVERIES
If you experience an issue with your Australia Post delivery, you will need to contact us within 2 weeks of your order being placed so that we have the best chance of finding a solution with Australia post.
Any queries lodged with us after 2 weeks may not be able to be located.
Please note, all packages sent by us (with the signature on delivery service) that are deemed as lost in transit will be issued with a replacement or credit voucher.
It is important to note that should you opt to have your parcel redirected to an address other than that listed on the invoice, you will not be covered for any kind of reimbursement in the event of non-delivery.
Furthermore, by electing for Australia Post Safe Drop you will not be covered for replacement in the event that your parcel is stolen.
As such, we recommended opting to collect your parcel from your local post office if you will not be home to collect it.
Delays are more likely to occur during holiday periods and national sale times. Please take this into consideration if your order is of a time sensitive nature.
STOLEN PARCELS
As all of our parcels are automatically sent with signature on delivery, it is important to note that should you opt out of this service and instead elect for Australia Post Safe Drop you will not be covered for replacement in the event that your parcel is stolen.
As such, we recommended opting to collect your parcel from your local post office if you will not be home to collect it.
RETURN TO SENDER
If you were not able to collect your parcel or if you provide an incorrect address and the parcel is returned to us, you will be issued with a credit note for the item/s and a $15.00 Return to Sender (RTS) fee will be deducted from your credit note.
This is to cover the cost charged to us by Australia Post for your parcels processing and return.
Your credit note will not include any shipping fees you paid for delivery.
CAN I CANCEL OR MODIFY MY ORDER
If you have made a mistake on your order or would like to make a change to the items purchased, please contact us immediately and we will try our best to fix the issue before your order is shipped.
Our parcels are collected throughout the day. We therefore cannot guarantee that any amendments will be actioned prior to shipping.
INTERNATIONAL CUSTOMS & TAXES
All prices on Mombasa Rose are in Australian dollars.
For international customers, the prices quoted do not include your local sales taxes or import duties, which may be charged to your purchase upon entry to your country.
Please contact your local customs office for further information.