Shipping Policy

Shipping Policy

Postage rates & delivery estimates

All orders are processed & fulfilled within 3-7 business days, after which it is shipped out. We use Australia Post to send our parcels. Orders are not posted or delivered on weekends or holidays when Australia post is closed. We currently only post within Australia and offer FREE standard postage for all states.

Delivery delays can occasionally occur. Please allow for delays during high-peak times such as Christmas or other holidays.

If we are experiencing a high volume of orders, orders may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the delivery of your order, we will contact you via email or telephone.

Due to Covid-19, further delays could take place. We appreciate your understanding during this time. Please go to auspost.com.au to read about the impacts of Covid-19 on domestic postage.

When will I get my order?

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time  depends on your location, but can be estimated as follows: 

  • USA: 3–4 business days
  • Europe: 6–8 business days
  • Australia: 2–14 business days
  • Japan: 4–8 business days
  • International: 10–20 business days

Where will my order ship from? 

We work with an on-demand order fulfillment company with facilities worldwide! 

Will I be charged customs for my order? 

An additional customs and tax fee can occur on international orders. This fee is not in our control  and is assessed by your local customs office. Customs policies vary widely for every country so  please check with your local customs office directly to see if they apply duties and taxes to your  purchases. 

My order should be here by now, but I still don’t have it. What should I do? 

Before getting in touch with us, please help us out by doing the following: 

  • Check your shipping confirmation email for any mistakes in the delivery address
  • Ask your local post office if they have your package
  • Stop by your neighbours in case the courier left the package with them

If the shipping address was correct, and the package wasn’t left at the post office or at your  neighbour’s, get in touch with us at hello@keatynseden.com.au with your order number. 

If you did find a mistake in your delivery address, we can send you a replacement order, but  shipping will be at your own cost.

Orders

How are your products made? 

We work with a print-on-demand drop shipper. They have locations worldwide, so depending on  where you are, your orders are printed and shipped from the facility that can do it most efficiently! 

Tip: Check out ​Printful’s production footage​ to see how we fulfill specific products.

How do I track my order? 

You’ll receive a tracking link via email when your order ships out. If you have any questions about  your tracking or shipment, drop us a line a hello@keatynseden.com.au.


I received a wrong/damaged product, what should I do? 

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you  quickly, please email us at hello@keatynseden.com.au within a weeks’ time with photos of the  damaged product, your order number, and any other details you may have about your order.  We’ll get back to you with a resolution as soon as possible! 

Returns 

What’s your return policy? 

We don’t offer returns and exchanges, but if there’s something wrong with your order, please let  us know by contacting us at hello@keatynseden.com.au.

Do you offer refunds? 

Refunds are only offered to customers that receive the wrong items or damaged items. If any of  these apply, please contact us at [insert your support email here] with photos of wrong/damaged  items and we’ll sort that out for you. 

Can I exchange an item for a different size/colour? 

At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our  sizing charts—we have one for every item listed on our store, in the product description section.  Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let  us know at hello@keatynseden.com.au within a week after receiving your order. Include your  order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!