Delivery Policy

1. Processing and Dispatch

  • All orders are hand-poured and packed with care in Sydney, Australia.
  • We aim to process and dispatch all in-stock items within 2–4 business days of receiving your order.
  • During peak times, such as Christmas or major sales, processing could take longer.

2. Delivery Options and Timeframes

We use trusted carriers like Australia Post and other couriers for delivery.

Estimated delivery times:

  • Standard Shipping: 3–8 business days
  • Express Shipping: 1–4 business days

Delivery timeframes are estimates only. Once we hand over your parcel to the carrier, any delays are outside our control.

3. Shipping Fees

  • Shipping fees are calculated at checkout based on weight, size, and destination.
  • Free shipping promotions (when offered) will apply as per the terms of that promotion.

4. Tracking Your Order

  • A tracking number will be emailed to you once your order is dispatched.
  • It’s your responsibility to provide an accurate delivery address. Smelty is not liable for parcels lost due to incorrect or incomplete address details provided by the customer.

5. Local Pickup

If you’d like to pick up your order from our Sydney location, please choose “Local Pickup” at checkout. You’ll receive an email when your order is ready for collection. Pickup times will be arranged by appointment.

6. Delivery Issues

  • If your parcel hasn’t arrived within the expected timeframe, please contact the carrier directly using your tracking number first.
  • If you need further assistance, contact us at support@smelty.au and we’ll do our best to help.

7. Damaged or Missing Items

  • If your order arrives damaged or incomplete, email us at support@smelty.au within 48 hours of delivery.
  • Include photos of the packaging and the damaged item(s) so we can lodge a claim with the carrier and send you a replacement if applicable.

8. International Shipping

We currently ship within Australia only. If you are outside Australia and wish to place an order, please contact us at support@smelty.au for options and pricing.

9. Consumer Guarantees

This policy operates alongside your rights under the Australian Consumer Law. Nothing in this policy limits your statutory right