Shipping policy
SHIPPING POLICY
Last Updated: October 13, 2025
OVERVIEW
At Al Manuka, we are committed to delivering your orders promptly and safely. This Shipping Policy outlines our shipping methods, costs, delivery timeframes, and your rights under Australian Consumer Law.
SHIPPING WITHIN AUSTRALIA
Shipping Methods
We offer the following shipping methods for Australian customers:
1. Standard Shipping (Australia Post)
- Delivery timeframe: 5-10 business days
- Tracking provided
- Available to all Australian addresses
2. Express Shipping (Australia Post Express)
- Delivery timeframe: 2-5 business days
- Tracking provided
- Available to most Australian addresses
3. Same-Day/Next-Day Delivery (Selected Metro Areas)
- Available in select metropolitan areas
- Order cutoff times apply
- Subject to availability
Shipping Costs
Shipping costs are calculated based on:
- Order weight and dimensions
- Destination address
- Selected shipping method
- Current promotional offers
Shipping costs will be displayed at checkout before you complete your purchase. We may offer free shipping promotions from time to time - terms and conditions will apply and will be clearly communicated.
Processing Time
Orders are typically processed within 1-3 business days (Monday to Friday, excluding public holidays). During busy periods such as sales events or holidays, processing times may be extended. We will notify you if there are any delays.
Your order is considered processed once it has been dispatched from our warehouse and a tracking number has been assigned.
INTERNATIONAL SHIPPING
At this time, we primarily focus on serving Australian customers. International shipping may be available to selected countries on a case-by-case basis. Please contact us at shipping@almanuka.com to inquire about international shipping options.
For international orders (if available):
- Delivery times vary significantly by destination (typically 10-30 business days)
- Customs duties, taxes, and fees are the responsibility of the recipient
- International orders may be subject to customs inspections which can cause delays
- Some products may not be eligible for international shipping
DELIVERY
Delivery Address
Please ensure your delivery address is complete and accurate. We are not responsible for orders delivered to incorrect addresses provided by you. If you need to change your delivery address after placing an order, contact us immediately at shipping@almanuka.com - we will do our best to accommodate your request, but cannot guarantee changes once an order has been dispatched.
Delivery Requirements
- Signature may be required for delivery (depending on the shipping method and parcel value)
- If you are not available to receive delivery, the courier will leave a card with instructions for collection or re-delivery
- Parcels left in a safe place (where permitted by the courier) are deemed delivered
- It is your responsibility to provide accurate delivery instructions if you have special requirements
Delivery Timeframes
Delivery timeframes are estimates only and commence from the date of dispatch, not the date of order. While we strive to meet these timeframes, they are not guaranteed and may be affected by:
- Public holidays
- Extreme weather events
- Industrial action
- Courier delays
- Remote or difficult-to-access locations
- Incorrect delivery information
Tracking Your Order
Once your order is dispatched, you will receive:
- A dispatch confirmation email
- A tracking number
- A link to track your parcel with the courier
You can track your order at any time using the tracking number provided. If you have any questions about your shipment, please contact us at shipping@almanuka.com.
PO BOX ADDRESSES
We can ship to PO Box addresses using Australia Post services. Please note:
- Express delivery may not be available to PO Boxes
- Signature on delivery cannot be obtained for PO Box addresses
- Some products may not be eligible for PO Box delivery due to size restrictions
REMOTE AND REGIONAL AREAS
We ship to all areas of Australia, including remote and regional locations. Please note:
- Delivery to remote areas may take longer than stated timeframes
- Additional shipping charges may apply for very remote locations
- Some express shipping options may not be available
- The remote area delivery timeframe will be communicated at checkout
MISSING, DAMAGED, OR LOST PARCELS
Missing Parcels
If your parcel has not arrived within the expected timeframe:
1. Check the tracking information - it may be held at a post office or parcel locker
2. Check with neighbors or household members
3. Contact us at shipping@almanuka.com with your order number
4. We will investigate with the courier and respond within 2-3 business days
If a parcel is confirmed lost, we will:
- Offer a replacement shipment at no additional cost, or
- Provide a full refund
Damaged Parcels
If your parcel arrives damaged:
1. Take photos of the damaged packaging and products immediately
2. Do not discard the packaging
3. Contact us at shipping@almanuka.com within 48 hours with photos and your order number
4. We will arrange for a replacement or refund as appropriate
We take full responsibility for products damaged in transit. This is covered under our obligations under the Australian Consumer Law, which guarantees that goods must arrive in acceptable condition.
ORDER ISSUES
Incorrect Items Received
If you receive the wrong item:
1. Contact us immediately at shipping@almanuka.com with your order number and photos
2. Do not use or open the incorrect item if possible
3. We will arrange collection of the incorrect item and dispatch the correct item at no cost to you
4. If the correct item is not available, we will provide a full refund
Incomplete Orders
If items are missing from your order:
1. Check all packaging carefully - small items may be in separate compartments
2. Review your order confirmation to verify what was ordered
3. Contact us at shipping@almanuka.com within 7 days with your order number
4. We will investigate and dispatch missing items or provide a refund
REFUSED OR UNCLAIMED PARCELS
If a parcel is refused by you or returned to us as unclaimed:
- You may be charged return shipping costs
- A restocking fee may apply (if you refused delivery without valid reason)
- Refunds will be processed once we receive and inspect the returned goods
- If the refusal was due to a fault with the product or an error on our part, no fees will apply
AUSTRALIAN CONSUMER LAW
Your Rights
Under the Australian Consumer Law, you are entitled to receive goods:
- Within a reasonable time
- In acceptable condition
- Matching the description provided
If we fail to deliver within a reasonable time, you may:
- Request that we deliver the goods within a new reasonable time, or
- Cancel the order and receive a full refund
What is considered a "reasonable time" depends on:
- The nature of the goods
- Any timeframes we communicated to you
- Whether the goods were required by a specific date that you told us about
- Industry standards for similar products
Nothing in this policy limits your rights under the Australian Consumer Law.
SHIPPING INSURANCE
All parcels are shipped with basic carrier liability insurance. For high-value items, additional insurance may be included automatically or you may be offered the option to purchase additional insurance at checkout.
MULTIPLE PARCELS
Orders containing multiple items may be shipped in separate parcels if:
- Items are located in different warehouses
- Items have different shipping requirements
- It is more efficient for delivery
Each parcel will have its own tracking number. You will not be charged additional shipping fees if we choose to ship your order in multiple parcels.
CONTACT US
For any questions about shipping or to track your order, please contact us:
Email: shipping@almanuka.com
Website: almanuka.com
We aim to respond to all shipping inquiries within 24 hours during business days.
CHANGES TO THIS POLICY
We reserve the right to update this Shipping Policy at any time to reflect changes in our shipping procedures, carrier services, or applicable laws. Changes will be effective immediately upon posting on our website. The "Last Updated" date at the top of this policy indicates when it was last revised.