Shipping policy
Last updated: October 27, 2025
Where We Ship
We currently ship Australia-wide and to New Zealand only.
All orders are dispatched from Australia.
Carriers We Use
- Australia: Australia Post and DHL Express
- New Zealand: NZ Post and DHL Express
Free Shipping
We offer Free Standard Shipping Australia-wide on all orders over AUD $120 (after discounts and before shipping).
Orders under $120 within Australia will default to Express Shipping at checkout.
All shipping options include tracking as standard.
Order Processing Times
- Orders placed Monday to Thursday are processed and handed to the carrier within 24 hours.
- Orders placed after hours on Thursday, or on Friday, weekends, or public holidays, will be processed on the next business day.
- Processing time does not include carrier transit time.
Shipping Options and Estimated Timeframes
The following timeframes are estimated in business days from dispatch.
Remote or regional areas may take longer.
Australia
- Standard: 4 – 8 business days
- Express: 2 – 4 business days
New Zealand
- Standard: 7 – 14 business days
- Express: 3 – 7 business days
Delivery estimates are provided by carriers and may vary due to weather events, public holidays, customs inspections, or high-volume periods.
Rates, Duties and Taxes
- Shipping rates are calculated at checkout based on destination, weight, and selected service.
- Orders shipped to New Zealand may be subject to import duties, taxes, or handling fees charged by NZ Customs or the carrier. These are the customer’s responsibility and are not collected by us.
Tracking
All shipping services include tracking.
- You will receive a shipping confirmation email containing your tracking number once your order has been dispatched.
- Tracking updates may take up to 24 hours to appear after the carrier scans your parcel.
- You can track your shipment directly through the carrier’s website (e.g. Australia Post Tracking).
Authority to Leave and Delivery
- Some carriers may offer Authority to Leave, allowing parcels to be left in a safe location at your address.
- Once a parcel is marked Delivered by the carrier, risk of loss passes to the recipient.
- If you cannot locate your parcel, please check your tracking link first, then contact the carrier directly before reaching out to our team.
Missed Deliveries and Return to Sender
- If a delivery attempt is unsuccessful, the carrier may leave a card or redirect your parcel to your local post office.
- Please note that Australia Post may not always leave a physical note, so it is important to check your tracking number regularly (provided in your shipping confirmation email) for delivery updates and collection instructions.
- Parcels returned to us due to incorrect address, uncollected pickup, or refusal may be refunded less original shipping and any return shipping fees, or reshipped once additional postage is paid.
Lost, Damaged, or Incorrect Items
Please inspect your order when it arrives and contact us immediately if your item is damaged, defective, or incorrect, so we can assess and make it right.
If your parcel appears lost in transit, please contact us within 14 days of the estimated delivery date so we can open an investigation with the carrier.
Delivery Assurance Upgrade
You can add an optional Delivery Assurance Upgrade at checkout for priority support and faster resolution of delivery issues such as lost, damaged, or stolen parcels.
Choosing not to add the Upgrade does not affect your rights under the Australian Consumer Law or our standard support process.
The Delivery Assurance Upgrade is not an insurance product.
Pre-Orders and Backorders
If an item is a pre-order or backorder, the product page will show an estimated dispatch window.
Your entire order may ship together once all items are available, unless you request a split shipment (additional postage may apply).
Sale Periods and Peak Times
During peak sales or high-volume events (such as Black Friday, Christmas, or public holidays), both processing and carrier delivery times may be extended. These delays are beyond our control but we’ll always work to dispatch orders as quickly as possible.
Support
If you have any shipping questions or need help tracking your parcel, please contact our team at hello@ailiabottle.com.
Include your order number and shipping address so we can assist promptly.
