Shipping policy

Last updated: October 12, 2026

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.

The carrier used will depend on your delivery address and selected shipping service.

Shipping Rates and Free Shipping

Australia

• Orders valued at AUD $150 or more qualify for free standard shipping. Paid express shipping is also available.

• For orders valued below AUD $150, paid express shipping is the only available option.

The free-shipping threshold is calculated after discounts and before shipping charges.

New Zealand

All New Zealand orders incur shipping charges, regardless of order value. Customers can choose standard international shipping or express international shipping.

The Australian free-shipping offer does not apply to New Zealand orders.

Shipping charges are displayed at checkout before you complete your purchase. All shipping services include tracking.

Order Processing Times

Orders placed Monday to Thursday are generally processed and handed to the carrier within one business day. This includes Friday dispatch for orders placed on Thursday.

Orders placed on Friday, weekends or public holidays are generally processed on the next business day.

These processing estimates apply to in-stock items. Pre-orders, backorders and peak sales periods may have different processing times, as explained below.

Processing time is separate from carrier transit time.

Estimated Delivery Timeframes

The following estimates are measured in business days from dispatch, not from the date your order is placed.

Destination	Shipping service	Estimated delivery
Australia	Standard shipping	4 to 8 business days
Australia	Express shipping	2 to 4 business days
New Zealand	Standard international shipping	7 to 14 business days
New Zealand	Express international shipping	3 to 7 business days

Business days exclude weekends and public holidays. Remote and regional locations may take longer.

Delivery timeframes are estimates, not guaranteed arrival dates. Weather events, public holidays, customs inspections and high-volume periods may affect delivery.

If your order has not arrived within the estimated timeframe, please contact us so we can assist.

New Zealand Duties, Taxes and Import Charges

Orders shipped to New Zealand are sent on a Delivered Duty Unpaid (DDU) basis.

Ailia covers the New Zealand goods levy introduced on 1 April 2026. We do not charge customers separately for this levy. If your carrier requests payment of this specific levy, please contact us so we can assist.

Other applicable import duties, import taxes, customs clearance charges or carrier handling fees assessed on arrival are the recipient’s responsibility, unless already collected at checkout. Any taxes collected by Ailia will be shown in your order total.

New Zealand Customs or the carrier may require payment of these additional charges before releasing or delivering your parcel. Customs processing and delays in payment may extend delivery timeframes.

If your parcel is returned to us because applicable import charges remain unpaid or delivery is refused, our Missed Deliveries and Return to Sender terms will apply, subject to your rights under applicable consumer law.

Tracking Your Order

You will receive a shipping confirmation email containing your tracking link when your order is dispatched.

Tracking information may take up to 24 hours to update after the carrier scans your parcel.

Please monitor your tracking for delivery updates, attempted deliveries and collection instructions. Australia Post and other carriers may issue electronic notifications instead of leaving a physical collection card.

If you have not received your shipping confirmation, please check your junk or spam folder before contacting us.

Shipping Addresses and Order Changes

Please check that your shipping address and contact details are correct before placing your order.

You can edit your shipping address within 30 minutes of placing your order using the order editing option on your order confirmation page or through your order confirmation email.

After this 30-minute window, please email hello@ailiabottle.com as soon as possible with your order number and the correct details. We will do our best to assist, but changes may not be possible once warehouse processing has begun.

Additional postage or return-to-sender costs resulting from an incorrect or incomplete address supplied by you may be payable by you, as outlined in our Missed Deliveries and Return to Sender section.

Authority to Leave and Delivery

Some carriers allow you to authorise delivery to a safe location without a signature. Please consider whether your chosen location is secure before providing Authority to Leave instructions.

If tracking shows your parcel as delivered but you cannot locate it:

• Check the delivery details and any delivery photo.

• Check safe locations around your property and with other household members.

• Contact us promptly so we can assist with an investigation. You may also contact the carrier directly.

We assess delivery concerns using the available information, including tracking records, delivery photos, the delivery address and any Authority to Leave instructions.

A parcel being marked “Delivered” does not automatically close an investigation or remove any rights you may have under applicable consumer law.

Missed Deliveries and Return to Sender

If delivery is unsuccessful, your parcel may be redirected to a post office or collection point. Please collect it within the timeframe specified by the carrier.

If your parcel is returned to us because of an incorrect or incomplete address supplied by you, failure to collect it, or refusal of delivery, we may arrange:

• Reshipment, once applicable return-to-sender fees and additional delivery charges have been paid; or

• A refund, less the actual original postage cost and any return-to-sender fees charged to us.

Where your order qualified for free shipping, the actual original postage cost paid by Ailia may still be deducted in these circumstances. We will explain the applicable charges before arranging reshipment or processing your refund.

These charges and deductions do not apply where the return was caused by an Ailia or carrier error, or where charging them would be inconsistent with your rights under applicable consumer law.

Delayed, Missing, Damaged or Incorrect Orders

Please contact hello@ailiabottle.com:

• For a parcel that has not arrived: within 14 days after the end of the estimated delivery window.

• For a parcel marked delivered but not received: within 14 days of the recorded delivery date.

• For damaged or incorrect items: as soon as possible after delivery.

Include your order number, a description of the issue and any relevant photos. For damaged deliveries, please keep the packaging and affected items while we assess the issue, where safe to do so.

Prompt reporting helps us obtain delivery records and investigate with the carrier. Reporting outside these timeframes may make an investigation more difficult, but does not exclude or limit your rights under applicable consumer law.

If a parcel is confirmed lost in transit, we will arrange a replacement at no additional cost. This does not limit any entitlement you may have to a refund or another remedy under applicable consumer law.

Delivery Assurance Upgrade

The Delivery Assurance Upgrade is an optional paid service available for Australian and New Zealand orders, offering priority support for delivery concerns.

If your order has not arrived within the delivery timeframe displayed on our website for your selected shipping service when you ordered, contact us. We will assess whether to send a replacement by express shipping before the original parcel’s delivery status is fully resolved.

An early express replacement is subject to assessment and is not automatic whenever a parcel is delayed.

If we arrange an early replacement, you must agree to return the original parcel if it subsequently arrives. Ailia will arrange and pay for the return postage. Please contact us for return instructions.

The upgrade is not an insurance product and does not guarantee a delivery date.

You do not need to purchase the upgrade to receive help with a delivery issue or access any replacement, refund or other remedy available under applicable consumer law.

Pre-Orders and Backorders

Product pages will identify pre-order or backorder items and provide an estimated dispatch window.

These dates are estimates and may change. If we become aware of a material delay, we will notify affected customers and provide an updated estimate where available.

Orders containing both available and pre-order or backorder items may be held and shipped together once all items are available. You may request a split shipment, which may incur additional postage charges disclosed before we proceed.

You may request cancellation of a pre-order before dispatch for a refund.

Sale Periods and Peak Times

Processing and delivery may take longer during sales, product launches, Christmas and other high-volume periods.

We will communicate significant known dispatch delays and work to send orders as quickly as possible. A delay does not remove our responsibility to assist you or affect your rights under applicable consumer law.

Your Consumer Rights

This policy operates alongside our Returns and Refund Policy and Terms of Service.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law or other applicable consumer laws.

Contact Us

For shipping enquiries or assistance with your delivery, email hello@ailiabottle.com.

Please include your order number and shipping address so we can assist promptly.