Shipping policy

Last updated: 28 August 2026

This Shipping Policy explains how Heidi & Co packs and sends online orders. In this policy, Heidi & Co, we, us and our mean the business registered under ABN 41 951 550 668 and operating under the registered business name Heidi & Co.

Where we ship

We currently deliver only to addresses within Australia. This includes Australian states and territories, subject to carrier service availability for the delivery address.

We do not currently ship to New Zealand or other international destinations. Available shipping options will be shown at checkout after you enter an eligible Australian delivery address.

Dispatch times

We aim to dispatch in-stock orders within 1 to 3 business days after receiving cleared payment.

Business days are Monday to Friday, excluding Queensland public holidays. Orders placed on weekends or public holidays begin processing on the next business day.

Dispatch may take longer during launches, sales, public holidays, severe weather or other unusually busy periods. If a material delay affects your order, we will contact you using the details supplied at checkout.

If a product page states a later dispatch date, including for a pre-order or made-to-order item, that stated timeframe applies to that item.

Shipping options and rates

Standard shipping and, where available, express shipping options and their prices are shown at checkout. Rates depend on the delivery address, order value, shipping method and any promotion that applies.

Free standard shipping is available Australia-wide when the qualifying merchandise subtotal shown at checkout is more than $200. The threshold is assessed after discounts and before shipping charges. Free shipping does not include express shipping and has no cash value.

Delivery estimates

Any delivery estimate shown at checkout, in a dispatch confirmation or by the carrier begins from the date of dispatch, not the date the order was placed.

Delivery estimates are not guaranteed. Regional and remote addresses may take longer, and delivery can be affected by carrier network conditions, weather, public holidays and events outside our reasonable control.

We will still meet any obligations that apply under the Australian Consumer Law, including supplying services within the agreed timeframe or, where no timeframe is agreed, within a reasonable time.

Tracking

Where tracking is available, we will send the tracking details to the email address or phone number supplied at checkout. Tracking may take some time to update after the parcel is collected or lodged.

Please make sure your contact information is correct and monitor the tracking updates for your order.

Incorrect or incomplete addresses

Check your name, delivery address and contact details carefully before placing your order.

If you notice an error after ordering, email shop@heidiandco.com.au as soon as possible with your order number and the correct details. We will try to make the change, but we cannot guarantee that an address can be changed after an order has been packed or dispatched.

If a parcel is returned to us because the address supplied was incorrect or incomplete, we may ask you to pay the reasonable cost of sending it again. We will contact you before arranging re-delivery.

Authority to leave and safe drop

If you select, request or arrange authority to leave or a safe-drop service, the carrier may leave the parcel at the delivery address without obtaining a signature.

Choose a secure delivery address and follow the carrier's tracking updates. If tracking shows that your parcel was delivered but you cannot locate it, contact us promptly so we can investigate. Authority to leave does not exclude your rights under the Australian Consumer Law or any responsibility we have that cannot lawfully be excluded.

Delayed or missing parcels

If your parcel is materially delayed or has not arrived within the estimated delivery window, email shop@heidiandco.com.au with your order number.

We may ask you to check the delivery address, tracking information, safe locations, household members, neighbours or the local collection point where reasonable. We will work with the carrier and keep you informed about the enquiry.

If we cannot supply your order within an agreed or reasonable time, or the parcel is confirmed lost, we will provide an appropriate solution. Depending on the circumstances and your rights under the Australian Consumer Law, this may include sending a replacement or refunding the affected item and applicable shipping charge to the original payment method. We will provide store credit only if you choose it.

Parcels or items damaged in transit

If a parcel or item arrives damaged, email shop@heidiandco.com.au when you become aware of the problem.

Please include, where reasonably available:

your order number
a description of the damage
photos of the parcel and packaging
photos of the damaged item

Keep the packaging until we tell you whether it is needed for a carrier enquiry, where practical. Asking for this information does not limit your rights under the Australian Consumer Law. We will assess the issue and provide any remedy required by law. Our Refund Policy provides more information about remedies for faulty, damaged or incorrect items.

Orders containing items with different dispatch dates

If an order includes a pre-order, made-to-order item or another item with a later stated dispatch date, we may hold the other items and send the order together. If we send an order in more than one parcel, we will provide separate tracking details where available and will not charge additional shipping unless you agreed to it before dispatch.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any right, guarantee, remedy or liability under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified.

This policy should be read with our Terms of Service and Refund Policy.