Shipping Policy

Last updated: Today

At Matilda Mae, we want your order to be handled carefully, clearly and as quickly as possible. This policy explains how orders placed through matildamae.com are processed and delivered.

Order processing time

Please allow 1 to 3 business days for order processing. During this time, we review the order details, confirm the shipping information and prepare the order for dispatch. Business days are Monday to Friday, excluding Australian public holidays.

Estimated delivery time

After dispatch, delivery usually takes 3 to 7 business days. This is an estimate, not a guaranteed delivery date. Remote and regional addresses may take longer. Delivery can also take longer because of carrier delays, customs checks, peak sale periods, public holidays, severe weather, an incorrect address or other circumstances outside our reasonable control.

Direct supplier shipping

Some Matilda Mae products are shipped directly by trusted suppliers. This avoids sending an item to us first and then forwarding it to you. A parcel may therefore be dispatched from outside Australia, including from China. Items in the same order may arrive in separate parcels and at different times.

Carriers and tracking

We offer free standard shipping to eligible delivery addresses across Australia. Depending on the product, supplier location and delivery address, a parcel may travel with Australia Post, a local delivery partner or an international carrier. We will send tracking details after dispatch when tracking is available.

Shipping charges

Standard shipping is free for delivery within Australia unless a different charge is clearly shown at checkout before payment.

Incorrect or incomplete addresses

Please check your delivery details before placing an order. If you notice an error, contact us as soon as possible. We will try to help, but we cannot guarantee that an address can be changed after processing or dispatch.

Delays

If your parcel has not arrived within the estimated timeframe, contact us with your name, order number and the email address used for the order. We will review the available tracking information and help with the next steps.

Lost or missing parcels

If tracking shows delivery but you cannot find the parcel, first check with other members of your household, neighbours, the delivery carrier and your local post office where relevant. If it is still missing, contact us so we can review the situation.

Delivery problems and consumer rights

Nothing in this policy limits any right or remedy available under the Australian Consumer Law. If we cannot supply an order, or if an order is not delivered within a reasonable time, we will work with you on an appropriate solution based on the circumstances and applicable law.

Shipping questions: info@matildamae.com