Shipping policy

Shipping & Delivery Policy

Last updated: 18 September 2025

At Khaya Marlow, we aim to get your order to you as quickly and safely as possible. Please read below for details on our shipping and delivery practices.

Dispatch Times

  • Orders are fulfilled and dispatched within 24–48 business hours from the time of purchase.

  • Dispatch occurs Monday to Friday, 8:00am – 5:00pm AEST, excluding national public holidays.

  • Orders placed after 12:00pm Friday will be dispatched the following Monday (or next business day if a public holiday).

  • During busy periods, promotional events or sales, dispatch times may take a little longer—thank you for your patience.

Shipping & Delivery

  • All delivery times provided at checkout are estimates only and are not guaranteed.

  • Once we transfer your parcel to the carrier, title and risk of loss passes to you.

  • We are not responsible for delays caused by carriers, customs, or events outside our control.

Acceptance of Delivery

Please ensure someone is available to accept your parcel at the address provided. If a delivery attempt is missed:

  • The carrier may leave a card for redelivery or collection.

  • Any redelivery or re-route fees are the responsibility of the customer.

Incorrect Address

  • If your order has not shipped, contact us immediately at hello@khayamarlow.com to request an address update. We will do our best but cannot guarantee changes due to high order volumes.

  • If your order has already shipped, please contact the carrier directly using your tracking details.

  • Orders shipped to an incorrect address provided at checkout are not eligible for refund or replacement.

Return to Sender (RTS)

If your parcel is returned to us by the carrier as undeliverable or uncollected, our team will contact you once it arrives back at our Distribution Centre. You may choose to:

  • Arrange redelivery (additional postage payable), or

  • Receive a store credit, less a A$12.99 RTS fee.

Refunds are not available for return-to-sender parcels.

Order Marked Delivered but Not Received

If tracking shows your parcel has been delivered but you cannot locate it:

  1. Please check around your property (mailbox, porch, garden, behind pot plants).

  2. Ask neighbours, building manager, or household members if they accepted it on your behalf.

  3. If you selected Authority to Leave / Safe Drop, the parcel may have been left in a safe location. In these cases, risk of loss transfers at the time of delivery.

If you are still unable to locate your parcel:

  • Contact the carrier directly (e.g., Australia Post Customer Service: 13 POST (13 7678)).

  • Contact us at hello@khayamarlow.com and we’ll do our best to assist.

International Shipping

Currently, Khaya Marlow primarily ships within Australia. For international orders, please check availability at checkout or contact us at hello@khayamarlow.com before placing an order.

Questions?

If you have any concerns about your order’s delivery, please reach out:
📧 hello@khayamarlow.com