Shipping and Delivery
Last updated: 15 July 2026
At Lisa & Claire Sydney, we want your order to be handled carefully, clearly and as quickly as possible.
This Shipping Policy explains how we process and ship orders placed through lisaclairesydney.com.
Order processing time
After your order is placed, please allow 1 to 3 business days for processing.
During this time, we review your order, check the product details, confirm the shipping information and prepare your order for dispatch.
Business days are Monday to Friday, excluding public holidays.
Shipping time
After your order has been processed and dispatched, delivery usually takes 3 to 7 business days.
Please note that delivery times are estimates and may vary due to carrier delays, customs checks, peak sale periods, public holidays, incorrect address details or other circumstances outside our control.
Shipping and Carrier Delays
Delivery timeframes are estimates and may be affected by factors outside our direct control, including carrier delays, peak periods, public holidays, weather events, local delivery disruptions or other logistical circumstances.
A delay within the delivery process does not automatically mean that an order is lost and does not automatically create an entitlement to cancellation, refund or replacement.
Where an order is delayed, customers should continue to follow the available tracking information and any instructions provided by the carrier while the delivery status is being reviewed.
Direct supplier shipping
In many cases, Lisa & Claire Sydney ships products directly from our trusted suppliers.
We do this to make the shipping process more efficient for customers. Instead of sending items to us first and then forwarding them to the customer, the item may be shipped directly from the supplier to the customer.
This means that some parcels may be shipped directly from overseas, including from China.
We use this model to help reduce unnecessary handling time and to get your order moving as quickly as possible.
Shipping carriers
We offer free shipping across Australia.
Depending on the product, supplier location and delivery address, orders may be shipped with Australia Post, local delivery partners or international shipping partners.
If tracking is available for your order, tracking details will be sent to you once your order has been dispatched.
Parcel Lockers, Parcel Collect and PO Boxes
We work with different delivery partners depending on the product, fulfilment location, destination and available delivery services.
Customers must provide a valid residential or business street address at checkout that can be serviced by our selected delivery partner.
Australia Post Parcel Lockers, Parcel Collect addresses, PO Boxes and similar collection addresses are not supported by all of our delivery partners and therefore should not be used as the sole delivery address unless we have expressly confirmed that delivery to that address is possible.
If the delivery address provided cannot be serviced by the selected carrier, we may contact the customer and request an alternative residential or business street address.
The customer is responsible for providing the requested alternative delivery information within the timeframe communicated by us or the carrier.
If the customer does not provide an alternative serviceable address after being contacted, or otherwise fails to provide information reasonably required to complete delivery, the parcel may be held, returned, redirected, stored or otherwise handled in accordance with the carrier’s procedures.
Where delivery cannot be completed as a direct result of the customer failing or refusing to provide a suitable alternative delivery address or other information reasonably required to complete delivery, this will not automatically entitle the customer to a refund, replacement or cancellation.
Any reasonable additional costs arising as a result, including redelivery, reshipping, return shipping, handling or storage costs, may be the responsibility of the customer where permitted by law.
Shipping costs
Shipping is free for orders delivered within Australia, unless stated otherwise at checkout.
Incorrect shipping details
Please make sure your shipping details are correct before placing your order.
If you notice an error in your address, please contact us as soon as possible at:
We will do our best to help, but once an order has been processed or shipped, we may not be able to change the delivery address.
If a customer provides an incorrect or incomplete shipping address and the order cannot be delivered as a direct result, the customer is responsible for any reasonable additional costs or consequences arising from the incorrect information, including redelivery or reshipping costs and the return of the parcel to a local depot or warehouse. If the parcel is lost or returned as a direct result of the incorrect or incomplete address provided by the customer, this remains the customer’s responsibility.
Customer Responsibility for Delivery
Customers are responsible for providing complete and accurate delivery and contact information and for taking reasonable steps to receive their order once it has been dispatched.
This includes being available to receive the delivery where required, monitoring tracking updates and delivery notifications, responding to instructions from the carrier or local delivery provider, collecting the parcel from a post office, collection point or local depot within the required timeframe, and ensuring that the delivery location can be reasonably accessed by the carrier.
If delivery is unsuccessful as a result of the customer's action, inaction or failure to take the required steps to receive or collect the order, this will not automatically entitle the customer to a refund, replacement or cancellation.
Missed Deliveries
If a delivery attempt is unsuccessful because no one is available to receive the order, the customer is responsible for following the carrier's instructions regarding redelivery or collection.
A missed delivery attempt does not constitute a failed order and does not automatically entitle the customer to a refund, replacement or cancellation.
Customers are responsible for arranging or completing any required collection or redelivery steps within the timeframe specified by the carrier.
Unclaimed or Uncollected Parcels
If a parcel is made available for collection at a post office, collection point, local depot or other designated location, it is the customer's responsibility to collect the parcel within the timeframe specified by the carrier.
If the parcel is not collected within this timeframe and is subsequently returned, redirected, stored or otherwise affected, this will not be treated as an authorised return and will not automatically entitle the customer to a refund.
Any additional costs associated with redelivery, reshipping, handling or processing may be the responsibility of the customer.
Refused Deliveries
Refusing delivery of an order does not constitute an authorised return.
If a customer refuses delivery without prior written approval from Lisa & Claire Sydney, the order will not automatically qualify for a refund.
Any additional costs resulting from the refusal of delivery, including return shipping, handling, storage, redelivery or reshipping costs, may be the responsibility of the customer.
Parcels Returned to Sender or Warehouse
A parcel may be returned to a local depot, carrier facility, supplier, sender or warehouse if delivery cannot be completed.
Where this occurs due to circumstances attributable to the customer, including an incorrect or incomplete address, unsuccessful delivery attempts, failure to collect the parcel, refusal of delivery, insufficient access to the delivery location or failure to follow carrier instructions, the return of the parcel will not be treated as an authorised return and will not automatically entitle the customer to a refund.
Where possible, Lisa & Claire Sydney may assist with arranging redelivery or reshipment. Any additional shipping, handling, storage or processing costs associated with doing so may be payable by the customer.
Loss Following an Unsuccessful Delivery
Where a parcel is lost, delayed or cannot be recovered after an unsuccessful delivery resulting from circumstances attributable to the customer, including failure to collect the parcel, refusal of delivery, incorrect or incomplete delivery information, insufficient access to the delivery location or failure to follow carrier instructions, this will not automatically entitle the customer to a refund or replacement.
Each situation will be reviewed based on the tracking information and the circumstances of the delivery.
Incorrect or Incomplete Contact Information
Customers are responsible for ensuring that the telephone number and email address supplied at checkout are correct, complete and accessible.
If delivery is affected because the customer supplied incorrect or incomplete contact information, or because the customer could not be contacted using the information provided, any resulting delay, failed delivery, return, redelivery or reshipping will not automatically entitle the customer to a refund.
Any additional costs resulting from incorrect or incomplete contact information may be the responsibility of the customer.
Access to the Delivery Address
Customers are responsible for ensuring that the carrier can reasonably access the nominated delivery location.
This includes providing the correct apartment or unit number, building information, access instructions and any other information reasonably required to complete delivery.
If delivery cannot be completed because access to the delivery location is unavailable or insufficient, any resulting failed delivery, return, redelivery or reshipping will not automatically entitle the customer to a refund.
Any additional costs resulting from insufficient access information may be the responsibility of the customer.
Delivery Changes and Redirects
Any delivery change, redirect, hold request, alternative collection request or other delivery arrangement requested directly by the customer through the carrier is made at the customer's own responsibility.
Lisa & Claire Sydney cannot guarantee or control delivery changes arranged directly between the customer and the carrier.
Any delay, failed delivery, loss, misdelivery, return or other issue resulting from a delivery arrangement requested directly by the customer will not automatically entitle the customer to a refund or replacement.
Confirmed Delivery and Safe Place
A parcel will be considered successfully delivered when:
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the carrier's tracking confirms that the parcel has been delivered;
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the parcel has been delivered to the delivery address provided with the order;
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where applicable, delivery evidence is available, such as a delivery photo, delivery confirmation, GPS information or other carrier records; and
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where the parcel has been left in a safe place, the carrier confirms that the delivery was completed in accordance with its applicable safe-place delivery procedures.
When these conditions have been met, the delivery will be considered complete.
Lisa & Claire Sydney cannot be held responsible for a parcel that is subsequently lost, removed or stolen after confirmed delivery to the nominated delivery address or a safe delivery location, to the extent permitted by law.
If there is evidence that the parcel was delivered to an incorrect address, left somewhere other than the intended delivery location, or otherwise not delivered correctly, we will review the available delivery evidence and, where appropriate, assist with an investigation with the carrier.
Delivery to Household Members or Building Representatives
Delivery to a person reasonably present at the nominated delivery address, including a household member, receptionist, concierge or building representative, may be treated as successful delivery where this is consistent with the carrier's delivery information.
Customers are responsible for checking with these persons before reporting an order as missing.
Orders Shipped in Multiple Parcels
Some orders may be fulfilled and shipped in more than one parcel.
Different items from the same order may therefore arrive separately and may have different tracking numbers or delivery dates.
If only part of an order has arrived, customers should check all available tracking information before reporting an item as missing.
An item will not be treated as missing solely because another item from the same order has already been delivered.
Delayed orders
If your order has not arrived within the expected delivery timeframe, please contact us at:
Please include your name, order number and the email address used to place the order.
We will review your order and help you with the next steps.
Pre-Order Items
Items identified as pre-order products are not available for immediate dispatch.
Any estimated dispatch or delivery timeframe shown for a pre-order item is an estimate and may be longer than the timeframe for products currently in stock.
Customers are responsible for reviewing the pre-order notice and estimated timeframe before completing their purchase.
If an order contains both in-stock and pre-order products, the items may be shipped separately or the order may be dispatched once the pre-order item becomes available.
Lost or missing parcels
If tracking shows that your parcel has been delivered but you have not received it, please first check with other members of your household, neighbours, your local post office or the delivery carrier.
If you still cannot locate your parcel, contact us at:
We will review the situation and help where possible.
Questions
For any shipping questions, please contact us at: