Shipping Policy
1. Shipping Provider
All orders are shipped via Australia Post.
2. Shipping Cost
We offer Free standard shipping Australia-wide.
Australia Express Shipping: $5.00 (1-3 business days)
New Zealand Standard $10.00 (5–10 business days)
New Zealand Express $25.00 (3–5 business days)
3. Processing Time
Orders are processed within 1–2 business days (Monday–Friday, excluding Melbourne public holidays).
4. Delivery Timeframes
Estimated delivery times after dispatch:
Australia:
- Metro areas: 2–5 business days
- Regional areas: 3–7 business days
New Zealand
New Zealand Standard: 5–10 business days
New Zealand Express: 3–5 business days
Delivery timeframes are estimates only and may vary due to Australia Post network delays, peak periods, or events outside our control.
5. Tracking
Tracking details will be emailed once your order has been dispatched.
6. Incorrect Address
Please ensure your shipping address is accurate and complete before placing your order.
Soulea is not responsible for delivery delays, failed deliveries, or re-delivery costs caused by incorrect or incomplete address details provided at checkout.
If a parcel is returned to us due to an address issue, we can arrange re-delivery to the correct address or process a refund, less any shipping, return, or re-delivery costs that may apply.
If the parcel is not returned to us, we will review the carrier investigation before confirming the appropriate next step.
7. Lost or Delayed Parcels
If your parcel is significantly delayed, please contact us and we will lodge an enquiry with Australia Post on your behalf.
Once Australia Post provides an outcome, we will review the matter and confirm the appropriate next step.
Returns & refunds
1. 30-day returns
We offer 30-day returns from the date your order is delivered.
Please ensure:
- The item must be returned within 30 days of delivery.
- The product must be in original condition.
- All accessories, manuals, and packaging must be included.
2. Hygiene Consideration
For hygiene reasons, change-of-mind returns can only be accepted where the item is unopened, unused, and still sealed in its undamaged product box, with the thin protective plastic film around the product box still intact.
Please note this refers to the sealed product box itself, not the outer postage box or shipping satchel.
3. Return Process
To initiate a return, contact us with your order number. We will provide return instructions.
4. Return Shipping Costs
- For change-of-mind returns, the item must be unused, unopened, in its original packaging, and in resaleable condition. The customer will be responsible for return postage.
Faulty, damaged, or incorrect items are handled in accordance with your rights under the Australian Consumer Law.
5. Refunds
Refunds are issued to the original payment method once the returned item has been received and inspected. Please allow up to 5–10 business days for processing after approval.
Australian Consumer Law Notice
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
This policy operates in addition to, and does not limit, your rights under the Australian Consumer Law.
