Delivery Policy
At Life With Bess, we understand that efficient and economical delivery is important to our customers, that’s why we use Australia Post as our shipping provider.
Orders placed before 3pm Mon-Fri AEST on in-stock items will be dispatched the next business day. Orders placed over the weekend or on public holidays will be shipped on the next business day.
We will deliver anywhere within Australia using Australia Post’s Express and Standard delivery services. Goods delivered using Express services will generally be delivered the next business day, items delivered by Standard services will generally be delivered within 2 – 7 days from the time they leave our warehouse and will arrive on normal business days only. Please note some of these delivery timeframes have been extended due to the COVID-19 pandemic. Delivery may be delayed during sale or promotional periods due to the labour required to get all orders out on time, however our commitment is that we will get orders out as soon as practicable.
If your items are required to be sent as a ‘parcel’ you will be sent a tracking number as soon as your order has left our studio so that you can track your order to your front door. If, however, your items are small enough to fit in an envelope it will be sent as a ‘letter’ and unfortunately not receive a tracking number.
Please ensure that you have provided the correct shipping address to us, any cost associated with reshipping of returned goods due to incorrect address will be the customers responsibility.
You have all the options available from Australia Post via our website. For example, you may select that a signature is required when your order is delivered and/or added insurance in case something happens to your item/s while in transit. If you have any specific instructions, please note these in the comments field during checkout and we will do our best to pass this onto the shipping provider.
As we exclusively use Australia Post for all postage solutions, once the item has been handed off to Australia Post, we are at the mercy of their tracking and delivery service level agreements to ensure your item arrives safely and on time.
SHIPPING COSTS: AUSTRALIA AND INTERNATIONAL
Postage is automatically calculated via our website using a third-party plugin during the checkout process. This allows the true cost of product to be reflected on the website and customers have the full flexibility regarding the level of postage (eg express vs regular) that they desire. We add $1 AUD to all postage to allow for the cost of envelopes, satchels, boxes and other packaging items.
If we have made a postage calculation error on our end, we ask that you let us know as soon as possible.
If we have accidentally sent an incomplete order, we will cover the cost of re-shipping and will usually use Express Post if the delivery address is within the Express Post network. This is at our cost as our way of apologising and redeeming favour with you, our customer.
TRACKING YOUR SHIPMENT
We will email you once your package has left our studio and is on its way to you. Please check your spam or junk inboxes if you have not received a completed order email and tracking info.
If you want to keep an eye on its progress you can use the tracking link in your confirmation email and enter the tracking number provided for your order. Or use the Australia Post track your parcel tool and enter the tracking number provided in your confirmation email. If your order is able to fit in an envelope (designed for letters), you will unfortunately not receive any tracking information as it is not offered for this service.
CUSTOMS
It is your responsibility as the customer to cover any additional customs charges for any overseas order placed with us. We are unable to control or predict what these charges might be, as it varies country to country.
WHAT IF YOUR ITEM IS LOST?
Please allow 14 days for Australian orders to arrive before contacting us or 30days for international orders before contacting us. If you order hasn’t arrived within the expected timeframe please email our studio assistant tasha@lifewithbess.com. For tracked items we are then able to open up a case with AusPost to locate your parcel. Please note we will not issue a refund during the time of the AusPost case. They will contact us and declare an item officially lost after their timeframe which is usually 2 months after a case is opened. If there is no tracking included (eg, for letters) then there is very little we can do to follow up on your order but we are happy to discuss with you a plan to get you your order as soon as we can.
DAMAGED ITEMS
If your order arrives damaged please email us at bess@lifewithbess.com within 7 days. We understand that sometimes parcels get tossed around a lot during transit and we do our best to package our items in a way to avoid any breakages or significant damage.
