Shipping policy

Last Updated: August 12, 2026

This Shipping Policy outlines order processing timelines, delivery estimates, postage fees, parcel tracking and delivery issue resolution for all purchases on www.viellae.shop, aligned with Australian postal standards and the Australian Consumer Law.

All orders are processed within 1–3 business days. Business days exclude weekends and national public holidays across Australia. Order Cut-off Time: 6:00 PM AEDT Any orders submitted after the daily cutoff will begin processing on the next working business day. Minor delays may occur during seasonal sales, holiday peak periods and large promotional events. We will notify you via email if your order faces significant processing hold-ups.

We deliver to all residential and commercial addresses within Australia. Final delivery eligibility will be confirmed at the checkout page. It is the customer’s sole responsibility to input a complete, accurate delivery address including street number, street name, suburb, state and 4-digit postcode, plus a valid Australian contact mobile number for courier delivery attempts.

Total Delivery Time = Internal Order Processing + Courier Transit Period Standard Australia-Wide Shipping: Processing Period: 1–3 business days Courier Transit: 2–7 business days (varies by state and remote location) Total Estimated Lead Time: 3–10 business days All delivery timeframes are estimates only and not legally binding. Delays can result from courier network backlogs, extreme weather events, incomplete address details, regional sorting centre congestion or other circumstances beyond our reasonable control.

Free Standard Australia-Wide Shipping applies to all domestic orders meeting the threshold displayed at checkout. For orders below the free shipping minimum, a flat-rate standard delivery fee will be clearly calculated and shown before payment finalisation. Expedited express shipping options and associated costs are also visible during checkout.

A dispatch confirmation email containing your unique tracking number and courier portal link will be sent once your parcel leaves our fulfilment location. Tracking data may take 24–72 hours to fully update on the courier’s system; please allow a short waiting period if no movement is initially recorded.

Customers bear full responsibility for providing correct shipping details. If you spot an address error immediately after placing your order, email hello@viellae.shop as soon as possible for amendment requests. We cannot guarantee address changes once the order has been processed, packed or collected by the courier carrier. Redelivery charges for undeliverable parcels due to customer address mistakes will be passed on to the buyer.

If your tracking status shows “delivered” but you have not received the package, or your shipment is confirmed lost in transit, forward your order number and tracking reference to our support inbox. We will guide you to check building mailboxes, secure drop-off points, neighbours and local postal outlets before lodging a formal investigation with the delivery provider.

Items returned to Viellae due to invalid address, multiple unsuccessful delivery attempts or recipient refusal will incur a second re-delivery fee if you request resending. This reshipping cost is payable by the customer, unless the return was caused by an error on Viellae’s part.

Please inspect your parcel immediately upon delivery. For transit-damaged packaging, faulty products or incorrectly dispatched items, take clear photographs of the outer box and defective merchandise and submit them to hello@viellae.shop within 48 hours of delivery. We will resolve the matter in full accordance with our Return & Refund Policy and Australian Consumer Law obligations.

Contact hello@viellae.shop urgently if you need to adjust sizes, colours or cancel your order prior to dispatch. Under Australian consumer legislation, your statutory cooling-off and remedy rights for faulty goods remain unaffected regardless of our internal processing workflow. No alterations can be made once the parcel has been handed over to the courier for transit.

Brand: Viellae Website: www.viellae.shop Email: hello@viellae.shop Phone: +61 482 432 181 Registered Address: 6 Ascot Street South, Ballarat VIC 3350, Australia Support Hours: Monday – Saturday 9:00 AM – 6:00 PM AEDT, Sunday Closed Response Timeframe: 24–48 business hours