Shipping policy
Our order processing times are separate, and in addition to the estimated shipping times you see at checkout.
Wherever possible, we endeavour to process and dispatch all orders received before 12 noon by the next day. All orders are processed within 1 to 2 business days (excluding weekends and public holidays) after receiving your order confirmation email. You will receive another email notification, with tracking information when your order has been shipped.
*Sometimes products may need to be made to order, or we may have some products out of stock that will need to be made. As each item is hand-crafted and hand-poured, this could delay your order by a couple of days.
Sometimes there may be potential delays due to the high volume of orders or if Australia Post are experiencing service and handling problems that are outside our control.
Domestic Shipping Rates and Estimates
For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout.
Simple flat rate shipping: We offer a $15 flat rate shipping charge for all standard orders Nationwide. This charge includes tracking of your parcel at no extra cost.
We offer free shipping for all orders over $150.
For estimated delivery times please check with the Australia Post website where you can track your order with the tracking number provided in your shipping confirmation email.
Limited local delivery is available to customers in our area.
Free local delivery is available for orders within Kinglake and surrounds. Delivery will be arranged with the customer directly. We will contact you via text message with the phone number you provided at checkout to notify you and arrange delivery.
In-store pickup - *Currently NOT available
We may offer in-store pick later in the future. You can then skip the shipping fees with free local pickup. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 2 business days. We will send you an email when your order is ready along with instructions.
Our in-store pickup hours are 10am to 12pm Monday to Saturday. Please have your order confirmation email with you when you come to collect your order.
International Shipping
We do not offer International shipping as yet. However we can provide a quote if so desired.
Shipping charges for your order will be calculated and displayed at checkout.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Seven + Ember is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order?
When we receive your order you will receive a confirmation email.
*Please note once you receive your confirmation email, we cannot change the payment method.
When your order has shipped, you will receive an email notification from us which includes a tracking number you can use to check the shipping status of your parcel. Please allow up to 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at help@sevenandember.com.au with your name and order number, and we will look into it for you. We are always here to help you get your order as quickly and easily as possible.
Refunds, returns, and exchanges
We accept returns up to 14 days after your order has been placed. If the item you have received is faulty and in an unused original condition, and is in the original packaging, we will refund the full order amount minus the shipping costs for the return of the item.
In the event that your order arrives damaged in any way, please email us as soon as possible at help@sevenandember.com.au with your order number and a photo of the item. We address these on a case-by-case basis and will work our best towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at help@sevenandember.com.au
