Shipping policy

Each Ecloria order is handled with care. Some pieces are in stock, while others are offered by pre-order or made to order. Please review the status and production estimate on each product page before ordering.

Processing and production time

In-stock items are normally prepared for dispatch within 2–4 business days after order confirmation. Business days exclude weekends and public holidays affecting our fulfilment team, warehouse or carrier.

Pre-order and made-to-order items require additional production time. The current estimate will be stated on the relevant product page. Processing or production time is separate from carrier transit time.

Mixed orders

Orders containing both in-stock and pre-order or made-to-order items may be held and dispatched together when all items are ready. Split shipping may be available where practical and additional postage may apply. If you need an in-stock item sooner, contact orders@ecloria.com.au before ordering.

Shipping destinations and rates

International shipping is available to selected destinations. Availability, services and rates are shown at checkout. We do not guarantee delivery to every country or territory, and we may restrict a destination where carrier, legal, sanctions, customs, safety or operational requirements cannot be met.

Eligible ordinary orders with a merchandise subtotal of AUD $150 or more, calculated after discounts and before taxes, shipping, duties and import charges, qualify for free standard shipping where that option is available at checkout. Orders below the threshold are charged the applicable rate shown at checkout.

Certain large, oversized or fragile items, including specified large plush companions and sceptre items, may carry an additional freight surcharge even when the order otherwise qualifies for free standard shipping. Remote-area, restricted-destination or service exclusions may also apply. The shipping options and charges shown at checkout are final for the order.

Carriers

Depending on the route and service selected, we may use EMS, Yanwen, DHL, UPS or another suitable carrier or postal partner. We may change the carrier or service where reasonably necessary to complete delivery.

Delivery estimates

Standard delivery generally takes 10–15 business days after dispatch. Transit estimates are not guaranteed. Customs processing, peak seasons, severe weather, security screening, carrier disruption and local postal conditions may cause delays outside our control. We will assist with a reasonable carrier enquiry where possible.

Nothing in this policy limits your rights under the Australian Consumer Law. If we cannot supply an order within a reasonable time, we will provide an appropriate remedy as required by law.

Customs, duties and taxes

Prices displayed in Australian dollars include Australian GST where applicable. Orders shipped to the United States are sent on a DDP (Delivered Duty Paid) basis, so applicable import duties and taxes are included and no additional customs payment is normally required on delivery. Orders to other international destinations are shipped on a DAP (Delivered at Place) basis unless checkout expressly states otherwise. For DAP destinations, the recipient is responsible for import duties, VAT/GST, customs charges, brokerage and handling fees imposed by the destination. Refusal to pay applicable destination charges may result in delay, return, disposal or additional carrier fees. Any refund may be reduced by reasonable, unrecoverable shipping, duty or carrier charges to the extent permitted by law.

Tracking

Tracking details are sent after dispatch where the selected service supports tracking. Please allow time for the carrier to activate the tracking record.

Address changes and returned parcels

Please provide a complete and accurate delivery address. Contact orders@ecloria.com.au immediately if a correction is needed; changes cannot be guaranteed after fulfilment begins. Re-dispatch costs caused by an incorrect address, refusal or failure to collect may be charged to the customer to the extent permitted by law.

Delayed, damaged or apparently lost parcels

Contact orders@ecloria.com.au with your order number and any relevant photographs or carrier information. A carrier delivery scan is not always conclusive; we will assess the available evidence and applicable consumer rights before deciding the remedy.