Shipping Policy

Exceptions

Please note that we only ship to Australia, New Zealand and Indonesia.

We are unable to ship to P.O. boxes, APO/FPO/DPO addresses, or any locations outside of Australia, New Zealand & Indonesia, as our shipping providers cannot ensure safe delivery to these addresses.

There’s nothing worse than a lost package. Please provide your full address with accurate street and house number information, if applicable.

Any Potential Delays

While we strive to deliver all orders on time, certain exceptions may cause delays beyond our control. These include but are not limited to:

  • Severe weather conditions affecting transit routes

  • Customs clearance delays in the destination country

  • High order volume during peak seasons (e.g., Black Friday, holiday periods)

  • Carrier-related issues, such as unexpected logistical disruptions

  • Incomplete or incorrect shipping address provided by the customer

Customs Fees

Shipments from our warehouses are delivered without customs clearance. Therefore, any customs or import duties will be charged once the package reaches its destination country.

These fees must be paid by the customer.

Please note that, according to customs regulations, we cannot declare purchased items as gifts or understate the product value.

For more information, please refer to our Return & Refund Policy.

Delivery Time

Once you place an order on our website, our team will immediately begin processing it. To help you plan your purchase, please note the following schedule:

 

  • Order Cutoff Time: 6:00 PM (Sydney Time)

  • Order Handling Time: 0–1 business days (Monday – Sunday)

  • Transit Time: 1–2 business days (Monday – Friday)

Order Confirmation

After placing your order, you will receive an email with your order number and details.

Once your order ships, you will receive a shipping confirmation email with a tracking number and tracking link.

Additionally, we will notify you via email once your order has been delivered.

Shipping Providers

We partner with DHL and Australia Post to ensure timely and safe delivery.

All orders from Jacqueline van Hoef come with free shipping.

Shipping Locations

We currently ship only to Australia, New Zealand & Indonesia, excluding APO, FPO, and DPO addresses.

Lost Packages

If your package is marked as delivered but you haven’t received it, please:

  • Verify the shipping address

  • Check all possible delivery locations at your residence

  • Ask neighbors or family members if they accepted the package

  • Contact the courier with your tracking number to initiate a claim

Please note that all risk and responsibility transfers to the customer once the package is handed over to the courier.

For any issues related to non-delivery, please contact the shipping provider directly using your tracking number.