Shipping policy

Shipping Policy

Order Processing

  • Processing time: 1–3 business days
  • Possible delays: Orders may take longer to process if payment is incomplete, the delivery address is incorrect, or during peak periods. If this happens, we'll contact you by email.

Delivery Times

  • Australia: 7–10 business days after processing
  • International: 8–14 business days after processing

Shipping Costs

  • Australia: Free
  • International: Free

Where Your Order Ships From

Our products are shipped directly from our fulfilment centres in China. This allows us to offer a wide range of styles at competitive prices.

Factors That May Affect Delivery

While we always aim to meet our stated delivery times, some circumstances are beyond our control, including:

  • Severe weather
  • Peak and holiday seasons
  • Customs clearance
  • Carrier errors or delays

If your order is delayed, we'll keep you updated with the latest tracking information available.

GST, Taxes & Duties

  • Australian orders: All prices are shown in Australian dollars and include GST. There are no additional import charges on Australian orders.
  • International orders: Prices do not include customs duties, import taxes or fees that may apply in your country. These charges are the customer's responsibility. Please contact your local customs office for more information.

Isabella Melbourne is not responsible for delays caused by customs clearance.

Lost or Damaged Parcels

If your order hasn't arrived within the expected timeframe, or arrives damaged, please email us at support@isabellamelbourne.com with your order number. We'll investigate with the carrier and, where your order is lost or damaged in transit, arrange a replacement or refund. Your rights under the Australian Consumer Law are not affected.

Order Cancellations

You may cancel your order within 24 hours of purchase by emailing support@isabellamelbourne.com. If your order has already been processed or dispatched, we're unable to cancel it, but you can return it once received in line with our Refund Policy.

Shipping FAQ

1. How long will it take to receive my order?
Orders are processed within 1–3 business days. Delivery then takes 7–10 business days within Australia, or 8–14 business days internationally.

2. Do you ship internationally?
Yes. We ship to Australia and selected international destinations, with free shipping on all orders.

3. Can I track my order?
Yes. Once your order has been dispatched, you'll receive an email with your tracking details. Tracking may take 3–5 days to update after dispatch.

4. Will I need to pay customs duties or taxes?
For Australian orders, no. Our prices include GST and there are no extra charges on delivery. For international orders, customs duties or taxes may apply depending on your country's import rules, and these are the customer's responsibility.

5. What if my order is delayed?
Delays can occasionally happen due to customs, weather or carrier issues. We'll keep you updated with tracking information wherever possible. If your order still hasn't arrived after the expected timeframe, please email us and we'll look into it.

6. Can I change my delivery address after ordering?
Please email us within 8 hours of placing your order. If your order hasn't been processed yet, we can update the address. Once dispatched, we're unable to make changes.