Most popular answers

1. Shipping within Australia

All prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars.

For delivery within Australia we offer free shipping when you spend over $80AUD and Orders under $80AUD is a flat rate of $9.50AUD

For delivery within Australia, we use Australia Post Express eParcel.

Within Australia, shipping will take approximately 3-5 business days. For regional areas, please allow up to 7-10 business days.

We expect a higher volume of orders during promotional periods and orders could take up to 7 business days to process. Please be patient with us while we prepare and despatch your order.

If your order has not arrived within the allotted time, please contact the shipping company, using the reference number supplied to you. 

To find out your Delivery timeframes from your post code click here.

Please note - Due to covid related restrictions, Australia Post has advised that delivery may take a little longer than usual, therefore please expect some delays.
For more information regarding these delays and how it may affect your order, please click here.

2. Shipping to New Zealand

Suzanne Grae ships to New Zealand and we use Australia Post Express Courier International trackable service.

Delivery to New Zealand is free for orders over $100 and $30 for orders under $100.

Please note: we do not deliver to New Zealand PO BOX addresses. All prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars. Prices do not include relevant overseas customs duties, foreign taxes or other fees, which may be imposed and this is the responsibility of the customer. For information on Duty charges to New Zealand, please visit whatsmyduty.org.nz

For International delivery, you should receive your order within 10 working days. If your order has not arrived within the allotted time, please contact the shipping company, using the reference number supplied to you.

3. Shipping Internationally

Suzanne Grae ships to most destinations around the world and we use Australia Post Express Courier International trackable service for all our international orders.

For International Delivery we charge a flat rate of $30 AUD.

Please note: we do not deliver to international PO BOX addresses. For our international customers, all prices on our site are displayed in Australian Dollars (AUD), and will be charged in Australian Dollars. Prices do not include relevant overseas customs duties, foreign taxes or other fees, which may be imposed and this is the responsibility of the customer. Please check with your local customs office for further information.

For International delivery, you should receive your order within 10 working days. If your order has not arrived within the allotted time, please contact the shipping company, using the reference number supplied to you.

4. What is Authority to Leave (ATL)?

If you will not be home to receive the delivery but would like your parcel left, you can select the Authority to Leave (ATL) checkbox at the checkout. This gives the delivery service provider authorisation for your order to be delivered and left at your nominated shipping address without requiring your signature.  You will receive conformation that your order has been delivered via email. 

If this tick box is not selected at checkout, your Suzanne Grae order will require a signature on delivery. In this case, parcels will always be taken to a nearby Post Office if you are not home.

 

Please note: Suzanne Grae will not be held responsible for any theft or damage if you provide us with the authority to leave your parcel at an unattended address.  Sussan will not be in the position to offer a replacement or a refund for any lost or damaged goods as a result of you selecting Authority to Leave.

5. How much does delivery cost?
AUSTRALIA AND NEW ZEALAND ORDERS

Delivery within Australia we offer free shipping when you spend over $80AUD and Orders under $80AUD is a flat rate of $9.50AUD.

Delivery to New Zealand is free for orders over $100 and $30 for orders under $100.

INTERNATIONAL ORDERS

For International Delivery we charge a flat rate of $30 AUD.

 

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6. Has my order been despatched?

As soon as your order has been despatched we’ll send you a confirmation email with a tracking code. If you haven’t received this email within 10 days of placing your order, contact us.

Please note when the order is for a gift card only, we send this by Australia Post (Express Post) so you will not receive a tracking code in the email.

7. Can I track my order?

Yes, your order can be tracked. On the day your order is despatched we’ll send you an email which will include a tracking number so you can follow your order through to delivery.

You can track your order anytime at auspost.com.au/track/ using the tracking number supplied in your Order Confirmation email. 

8. How long will it take for my order to arrive?

For domestic delivery, you should receive your order within 7-10 working days. If your order has not arrived within the allotted time, please contact Aust Post, using the reference number supplied to you.

For International delivery, you should receive your order within 10 working days. If your order has not arrived within the allotted time, please contact the shipping company, using the reference number supplied to you.

A signature will be required on delivery, so please make sure that you provide a delivery address where someone will be available to receive your goods. If no one is available to sign for the goods, the parcel will be delivered to your local post office for pick up. If you want the delivery driver to leave your goods without a signature, please advise us in the delivery instructions on the checkout page.

Please note: Due to covid related restrictions, Australia Post has advised that delivery may take a little longer than usual, therefore please expect some delays.
For more information regarding these delays and how it may affect your order, please click here.

ORDER UPDATES

We are currently experiencing delays outside our usual shipping times and we apologise for any delays this may cause in getting your order to you.

Please keep in mind that Express Post is a shipping time frame that is calculated after the parcel is despatched and excludes any processing time at our facilities.
 

(Note: the 'complete' order status that you can see in your online account, does not refer to the shipping status of your order)

Once your order is shipped, your tracking information is sent by Australia Post directly to you at the time of shipment (please check your junk/spam folders if you have not received this) and you can track this via the Aus Post tracking link.

We thank-you for your patience while we work hard to process all orders as safely and efficiently as possible. 

- The Grae Team

9. Do you deliver to work addresses?

Yes, we can deliver to your home or work address.

If you would like your order to be delivered to your workplace, please enter the company name at checkout as well as any delivery instructions to help the driver locate your home or office.

10. Christmas delivery deadlines

To ensure delivery before Christmas, please order online before 16th December, 2021.

For International orders, Australia Post is reliant on the postal networks in other countries to deliver. As such, we recommend ordering as early as possible. Standard delivery takes approximately 10 business days. Please note, during peak promotional periods, Mother's Day and Christmas, you may experience a delay in receiving your order. We apologise in advance for any inconvenience, please contact us here if you have any questions about your order.

We also have an extended return period for Christmas orders and gift purchases made from our online store in the month of December. Customers will have until 31st January 2022 to return instore or back to our warehouse.

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