Shipping policy
What are your accepted payment methods?
We accept Visa, MasterCard, and PayPal, Apple Pay, Google Pay & After Pay. All prices are quoted in Australian dollars.
Is ordering on your site secure?
It’s like Fort Knox over here. We use the latest industry-standard 128-bit SSL encryption to ensure your information is securely transmitted to our servers.
Can I change or cancel my order?
Yes, but only if you cancel your order before payment has been processed. Once the checkout screen has been completed, further changes or cancellations must go through our customer service line. If your order has already been dispatched from our Melbourne HQ, the freight charge will not be refunded. An order processing and packing fee (inclusive of GST) will also be charged.
Information I need to know about ongoing promotions:
- Discounts: When applying a promotional discount code, it cannot be combined with other discounts. Customers cannot apply more than one code.
- Free Shipping: Shipping rates are calculated on the net total (after discounts are applied).
SHIPPING POLICY
What types of shipping do you offer?
We’re very happy to say we deliver to residential addresses, businesses, P.O. Boxes, and most rural areas anywhere in Australia. Unless otherwise requested, we use Australia Post as our preferred courier company. If sending a parcel to a business address, always include the business name.
- Standard Shipping: AUD 9.95, Free over AUD 49, Australia-wide
- Express Shipping: AUD 15, Free over AUD 120, Australia-wide
- International Shipping: AUD 25 flat rate, worldwide
Please note: Shipping rates are calculated on the net total (after discounts are applied). The free shipping offer and shipping costs are subject to change without notice.
How quickly will my order be shipped?
Orders placed before 11 AM local time will be processed and dispatched the next day. Orders placed after 11 AM will be dispatched within 2 business days.
Deliveries from our Melbourne HQ are made Monday through Friday within the following time frames:
- Victoria, Sydney, Canberra, Adelaide: 1-3 business days
- Brisbane, Tasmania: 3-4 business days
- Northern Territory, Western Australia: 5-10 business days
To ensure smooth delivery, provide an address where someone can sign for the parcel. If no one is home, Australia Post will leave a calling card and take the goods to the nearest Post Office for you to pick up. You can opt for unsigned delivery, but this is not recommended, as any damages or loss will not be our responsibility.
Do you ship outside of Australia?
Yes, we ship worldwide for a flat rate of AUD 25.
How can I track my shipment?
We’ll email you a tracking number that can be used to track your item online at www.auspost.com.au. If you have trouble, email us at admin@theauburn.com.au with a copy of your order confirmation, and we’ll assist you.
RETURNS & REFUNDS
What is your returns policy?
We want you to be happy. If you change your mind, you can return items within 14 days of delivery, as long as they are unopened and in their original condition and packaging. Return postage is on us: contact us first and we’ll email you a prepaid return label. Please keep your tax invoice as proof of purchase.
Once your return arrives, our team will check that the items are unopened and in their original condition, then we’ll refund the price of the returned items to your original payment method. If they have been opened or poorly handled, we may decline the refund.
If you receive a damaged item, we sincerely apologise. Please tell us within 14 days of delivery and we’ll replace it at no extra cost.
How do I return/exchange items from my order?
Contact us first. Email admin@theauburn.com.au with your order number and we’ll send you a Returned Merchandise Authorization (RMA) number and a prepaid return label.
Acknowledgement of Country
The Auburn respectfully acknowledges the Traditional Custodians of the land on which we live, work and gather, the Wurundjeri Woi-wurrung People of the Kulin Nation, and pays respect to their Elders past and present.