How will my order be shipped to me?
We partner with Australia Post, Star Track premium and Fastway to deliver your products to you. Some orders shipped may require signature on delivery. You will receive a shipping confirmation email containing details of your order, tracking number and a link to the carrier’s site.
If you need your order sooner, you may choose the Express Post option upon checkout (for orders within Australia) or drop us a line at email@example.com and we will do our best to find an alternative postage method to suit your timeframe. However, please bear in mind that this will incur a higher postage cost.
How much is postage?
Delivery within Australia is free, if you require quick postage you may want to chose express postage from the drop down, the flat charge is $20.
For International deliveries, the postage calculator will calculate the cost of shipping to your nominated country and address. You can calculate this cost at the checkout stage of your purchase. Please note that this cost excludes tracking. If you would like to track your parcel, please email us after you have made the purchase and we will send you an additional invoice for the added cost of tracking.
How long will it take for my order to arrive?
We aim to dispatch your order within 1-3 working days from when order is placed.
If your delivery address is within the Australian metropolitan area, standard orders will take between 2-5 working days from the shipping notification email. Express post orders will take 1-2 working days from the shipping notification email.
If your delivery address is not within the Australian metropolitan area, standard orders will take between 7-21 working days from the shipping notification email.
International deliveries to metropolitan areas will usually take between 5-15 working days from the shipping notification email using Air Mail via Australia Post Air option. If you choose the ‘standard International delivery’ option, your order will be shipped via Sea Mail and it can take anywhere from 1- 3 months.
You can track the delivery status of your order at the Australia Post website at any time once your tracking number has been sent to you via email.
Do you deliver to PO Box address?
Yes we can deliver to any PO Box Address in Australia and also Internationally via Australia Post. If we choose to send your order via Star Track couriers, we will require you to provide a proper address.
Do you ship internationally?
Yes we partner with Australia Post and Interparcel Couriers which ships to most corners of the world.
Will I have to pay any additional costs to collect my order?
We do not collect any taxes or duties which may be applied by customs for international deliveries. You will be responsible for any taxes or duties that are levied on your order.
Please note that in accordance with Australian export regulations, we are required to declare the exact value of all items and identify the order as dutiable “merchandise”. We are also prohibited by law from identifying an order as a “gift” for export purposes even if a customer has placed an order with the intention of delivery as a gift.
If you require further information pertaining to customs charges, please contact your local customs office.
What happens if my order gets lost in the mail?
The first thing to do is contact the carrier that your order was dispatched with and advise them that your order has not yet arrived. You will need to quote your tracking number that was sent to you in your shipping confirmation email. If your carrier is unable to locate your items, please contact us at firstname.lastname@example.org and we will lodge an enquiry for you.
For International orders, if you did not request for tracking, unfortunately we are not responsible for any items lost in the mail.
*Please note Vienna Woods does not offer refunds or replacement on items that are showing our courier service is able to provide evidence as “Delivered” or items signed for by the receiver to the shipping address even if the receiver is not yourself.
What happens if I receive an incorrect item?
We take extra care in packing your orders and apologise for any inconvenience caused when incorrect items are shipped to you. Please contact us at email@example.com to inform us and we will arrange for the correct item to be sent out to you immediately. We will also reimburse for return postage of the incorrect item.
What happens if an item is missing from my order?
In some cases, your order may be dispatched in multiple satchels/boxes due to its size. If this happens, orders may occasionally be delivered in subsequent days. Please contact us to check if this is the case. In the unlikely event that we have missed an item off your order, we will arrange for a replacement to be sent immediately.