Shipping FAQ

CORONAVIRUS (COVID-19) SHIPPING AMENDMENTS AS OF MARCH 24 2020:

Australia Post and Couriers Australia wide are anticipating delays in their network. Postal and courier networks are also overriding “signature on delivery” to “authority to leave” to ensure minimal contact with their drivers. Our signature on delivery and express options that come at a premium expense have been temporarily disabled to help our customers manage their expectations and budget in regards to shipping during this time. If you have any issues or concerns please don’t hesitate to contact us at info@sydneysoapcollection.com.au

How long do orders take to make?

We operate during Mon-Friday and allow up to 3 business days following your order to complete it. Wholesale orders are subject to longer processing times due to the bulk nature of order. We like to work fast to get your order ready ASAP.

Example Situation: If you order on Thursday (e.g. the 16th), your order will be dispatched by the following Tuesday (e.g. the 21st) at the latest. Dispatch dates are when your parcel is lodged with Australia post or our courier. In this case, your order would be shipped by Wednesday the 22nd if there’s no courier delay.


We currently only ship within Australia. We offer various shipping options to ensure you have a choice to suit your needs.

We ship from Marsfield, Sydney (Metro). We use a mix of reliable domestic couriers, and Australia Post E-Parcel or Australia Post Express to ship items to our customers. To ensure we can keep our prices low, the cheapest courier or postal service is selected to fulfil your shipping requirements.

Authority To leave Versus Signature On Delivery:

We offer two methods of shipping and checkout. Standard and Express shipping are our two options available. You, the customer, have the choice to choose Authority To Leave, or Signature On Delivery.

If you choose Authority To Leave at checkout, Sydney Soap Collection is not responsible for the loss of parcel once the consignment tracking, provided to you by us, indicates that your order has been delivered.

Why does it cost more to ship my order with Signature On Delivery?
In order for us to keep our prices low and honest (i.e. not absorbing the shipping cost in your items purchased) we pass on the costs our couriers and Australia post charge us to provide a signature on delivery. Our couriers and Australia Post charge a premium (around $3 extra) to have your parcel signed for at delivery.

Honouring Authority To Leave and Signature On Delivery:

We’ll ship your order how you tell us to. Sometimes a courier may decide to use their better judgement to withhold delivering an item to you if no one is available at the delivery address and they feel that your parcel is unsafe or likely to be stolen. If this is the case, a note will be left at your delivery address or on your online tracking indicating that your parcel requires pick up from a depot, post office, or a delivery reschedule. It is up to you to collect your parcel or reschedule a delivery. Failure to do so may result in your parcel being returned to sender.



What happens if my parcel is returned to sender?

If you provide us with an insufficient address or fail to collect your parcel from a post office or courier depot, or fail to reschedule a delivery, and your parcel is shipped back to us, we can either:
a) Refund the order minus payment processing fees and shipping costs
b) reship the order once you pay the reship costs (i.e. cost to register a new shipping label.)

PO BOXES & PARCEL LOCKERS:

All PO Box and Parcel Locker orders are shipped with Australia Post.

Shipping Pricing:

Our shipping prices at checkout are based on the commercial rate billed by the courier and postal network. Signature on delivery is charged at a premium paid directly to the courier or postal Service. Our shipping costs are passed directly to our courier and postal providers, therefore pricing is subject to change and is likely to increase over time.

Shipping Estimates:

These shipping timeframes are estimates only, based on the information provided to us by the courier and postal network. Please note this is not a delivery guarantee and Sydney Soap Collection is in no way responsible for any delayed parcels after dispatch. We can guarantee that your order will be ready for dispatch within 2-3 business days after we have received your confirmed paid order.

When we may delay shipping your item:

We like to work fast to ensure your order’s are dispatched and delivered ASAP. If you do order a candle on a Thursday or Friday, we may decide to wait until monday to ship the item (If it’s ready) to avoid the wax sweating in a hot courier van or shipping sorting centre over the weekend.

Standard Shipping Within Sydney Australia:

If you live within Sydney, your parcel may come sooner than expected. Parcels will typically arrive within 2 business days, but we still allow up to 5 business days incase of an unlikely delay or backlog in the courier/postal network.

Standard Shipping Within The Rest of Australia:

Standard shipping typically takes around 6 business days after Australia Post scans your parcel, or from courier pickup. Please note if you live in NT, WA, Tasmania, or some regional towns, your parcel may experience further delays.

Express Shipping:

Express Shipping Parcels with Australia post estimate a next business day delivery once a parcel is scanned with
Australia Post.

We use Sendle to lodge courier pickups, and Australia Post to send Parcel Post and Express parcels. You can view updated shipping estimates using the link below:

https://auspost.com.au/business/shipping/domestic-shipping/delivery-speeds-and-coverage

https://try.sendle.com/delivery-estimator


Unlikely Circumstances with shipping:

Very Rarely our parcels like to misbehave in transit. If any of the following issues occurs with your item in transit, please contact us at info@sydneysoapcollection.com.au first and we will be able to assist in either recovering or reshipping the parcel for you:

My parcel is marked as delivered in a Different City or State:

If you select any shipping method with “Authority To Leave” on the parcel, Sydney Soap Collection is not liable for the loss of failure to receive goods once marked as delivered on your tracking. In the unlikely event your parcel is marked as delivered at the wrong location (Either City Or State), please contact us and we will investigate this issue with our couriers or Australia Post.

My parcel is severely delayed:

In the event that your order has not arrived within a reasonable period of time please contact info@sydneysoapcollection.com.au first.

My order has arrived damaged:

In the event of a damaged parcel

We take all care to ensure our products are packaged securely in perfect condition. If you do receive an item which is damaged, please follow the following steps:

• Take a photo of the damaged item/s as soon as receiving them
• Send the photo to info@sydneysoapcollection.com.au along with your order reference number
• Our customer care team will contact you to arrange a reship of new products