Shipping & Delivery

Handling Times

Personalised Frames

Due to their customised nature please allow up to 3-5 business days for your order to be made and dispatched. If you are ordering a frame for a special event such as an anniversary or birthday, please account for our handling and shipping times mentioned below. Exceptions may apply during promotional and busy holiday periods. 

Jewellery

All jewellery orders will be dispatched within 2-3 business days

Polaroid Prints

All Polaroid Print orders will be dispatched within 2-3 business days

Bouquets & Flower Boxes

All Everlasting Bouquets, Flower Boxes and Personalised Bears orders will be dispatched within 3-5 business days 

Shipping Times

Standard Shipping: 3-5 business days

Express Shipping: 1-2 business days

International Orders

The below timeframes are estimates only and will vary country to country

NZ:
Standard 5-8 business days
Express 3-5 business days

USA & Canada:
Standard 6-9 business days
Express 3-6 business days

UK:
Standard 6-8 business days
Express 4-6 business days

Europe (*dependant on country):
Standard 8-12 or 10-18 business days
Express 6-10 or 8-12 business days

*Please visit Australia Post's website for delivery times specific to your country here

Asia (*dependant on country):
Standard 5-7 business days or 10-18 business days
Express 3-6 business days or 4-11 business days

*Please visit Australia Post's website for delivery times specific to your country here

Rest of the world:

Please visit Australia Post's website for delivery times specific to your country here. 

All shipping charges from your order are non-refundable. If you would like to change your shipping method or made a mistake, please contact us within 24 hours of your order being placed.

Unfortunately, we cannot be responsible for any delays caused by destination customs clearance processes, local duties and taxes, and items that are lost in transit. Items that are delayed due to Australia Post are not covered for a refund if they are successfully delivered even though not on time.  

Empyrean The Collective are not held responsible for:

• Mistakes made by Australia Post
• Wrong addresses given by customers
• Damage to orders by postal service
• PO Box issues
• Stolen packages after delivery

If you have a specific question regarding your parcel, please contact us at hello@empyreanthecollective.com with your order number. 

Duties and Taxes

You may be charged for duties, taxes or any surcharges which may be imposed by your country as your order passes through customs. Customers are liable for such charges and may be contacted by the local customs agencies directly to settle these charges. Please note that Empyrean The Collective does not pre-pay or cover these costs, have no control over these charges and are unable to advise what the cost would be as customs policies and import duties vary from country to country. To estimate these expected charges, please contact your local customs agency for details.

Tracking Details

You will be notified by email when your order has been dispatched. Shortly after, you will receive tracking notifications directly from Australia Post, along with estimated delivery times and options to manage your delivery.

These emails may take up to 24 hours from when your shipping confirmation is received to appear in your inbox. If you're unable to locate your shipping notification emails please check your spam folder or contact us.

Track your order here: https://auspost.com.au/mypost/track/#/search 

Failure to Deliver/Pick Up

As the recipient, you are responsible for any subsequent costs incurred for parcels returned to our office due to attempted deliveries, insufficient/incorrect delivery information or failure to retrieve parcels from delivery centres.

If you receive a collection slip in your letterbox to pick up your parcel from the nearest post office, please do so ASAP or it will be sent back to us after 3 days. Standard shipping fees will be incurred for all parcels re-sent from our office.