Shipping policy

Shipping Times

All our products are shipped from Perth, Australia. Orders are shipped Monday to Friday; we do not pack orders on weekends or public holidays. All orders on Friday placed after 2pm AWST will be shipped the following Monday.

Once we have received your order, please allow up to 3 days for your order to be processed and dispatched, although we typically dispatch the same day whenever possible on Monday - Friday.

Please note that all estimated delivery times are calculated from the time of shipment, not from the time of order. Your local customs may hold your order while they process the shipment for taxes and duties collection (if required). This can significantly impact shipping times.
Domestic Express Orders: 2 - 5 business days                                                      Domestic Orders: 7 - 10 business days

 

Shipping Times During Sale Periods & Holidays

Sale periods, like Black Friday or Cyber Monday, along with the Christmas period, may significantly affect delivery times. Shipping delays during these periods can be inconsistent and difficult to predict. We do our best to update shipping times on our website; however, we cannot guarantee the accuracy of this information during busy periods.

Delivery Delays and Force Majeure

Stella Mane is not responsible for delays in shipping or delivery due to events beyond our control, including but not limited to natural disasters, strikes, carrier delays, pandemics, or customs delays. We will always do our best to notify you of any significant delays but are not liable for any losses or damages caused by such delays.

 

Tracking Your Order

Once your order is placed and payment has cleared, you will receive an email confirmation. Once the order has been fulfilled and dispatched, you will receive another email with your tracking number.

Make sure you keep an eye on your tracking number, as once the order is with our postal services, we can only see as much information as you can. If you’ve placed an international order, you can input the same tracking number into your local postal service’s website for more detailed tracking information.

Please allow 1-4 days for tracking information to appear. In some cases, you may receive your order before tracking details are updated. If there is an issue with your delivery, please contact the postal service directly, as there is often very little we can do once the package leaves our hands.

Liability for Loss or Damage

Stella Mane is not responsible for any loss or damage to packages during transit. We will assist you in working with the carrier to investigate lost or damaged packages, but the responsibility for following up with the postal service lies with the customer. If your package is marked as delivered but not received, please contact your local postal service.

Wrong Address Disclaimer

We want to make sure you receive your order, so make sure you enter the correct shipping address and the name of the person able to receive it. This is your responsibility.

If you make a mistake or things change, please write to us immediately at info.stellamane@gmail.com, and we may be able to modify your order. We can't make any promises, as we process and ship our orders as quickly as possible, but we will do our best to assist you.

Please note that Stella Mane is unable to provide a return shipping label or refund shipping fees for incorrectly addressed packages.

Delivered but Not Received

If your item has been marked as delivered to the address but has not been received, please contact your local postal/courier service. You should also double-check that the address you provided to us was correct.

We cannot be held responsible when packages marked as delivered to a certain address have not been received.

Fraud Alerts

Any orders with fraud alerts will not be processed and shipped until all details are verified. Stella Mane has a fraud prevention system in place to protect all customers.

By purchasing from Stella Mane, you agree to the above policies.