Shipping Policy
At Paelos By Paul, each order is prepared and dispatched with considered care. The following policy outlines how orders are processed, shipped, and assessed in the event of delivery issues.
1. Order Processing
Orders are processed within 1-5 business days, excluding weekends and public holidays.
During peak periods, processing times may be extended. We reserve the right to delay or cancel any order at our discretion, including for verification, stock discrepancies, or suspected fraud.
2. Shipping & Delivery
We ship via trusted third-party carriers. Delivery timeframes provided are estimates only and are not guaranteed.
3. Risk & Title (Transfer of Responsibility)
All risk in goods passes to the customer upon dispatch.
Once an order has been handed to the carrier:
- We are not liable for loss, theft, or damage in transit
- Responsibility transfers to the customer
Where available, customers are encouraged to select tracked and/or insured shipping options.
4. Delivery Confirmation
Carrier tracking records are considered conclusive proof of delivery.
Where an item is marked as delivered:
- The order is deemed fulfilled
- Claims for non-receipt may not be accepted
5. Authority to Leave (ATL)
If a delivery is authorised to be left unattended:
- The customer assumes full responsibility for the parcel
- We are not liable for theft, loss, or damage after delivery
6. Incorrect Address
Customers are responsible for providing accurate shipping details.
We are not liable for:
- Deliveries to incorrect addresses supplied at checkout
- Lost or returned parcels due to incorrect or incomplete details
Additional shipping fees may apply for redelivery.
7. Delivery Issues & Claims Process
7.1 Carrier First Requirement
All delivery issues must first be raised with the shipping carrier.
Customers must:
- Lodge an enquiry or investigation with the carrier
- Provide a case or reference number
We may assist at our discretion once this step has been completed.
7.2 Claims Submission Requirements
To be considered, claims must:
- Be submitted within 48 hours of delivery (for damage) or 5 days (for non-delivery issues)
- Include all required evidence
Required evidence may include:
- Clear photographs of external packaging
- Internal packaging materials
- The product and any damage
- Proof of carrier claim or case number
Failure to provide sufficient evidence may result in the claim being declined.
7.3 Assessment & Outcome
All claims are assessed at our sole discretion, taking into account:
- Evidence provided
- Carrier findings
- Order and delivery data
We reserve the right to:
- Approve, deny, or request further information
- Offer replacement, repair, or store credit where appropriate
8. Damaged Items
Where damage is verified and meets claim requirements, we will provide a remedy in accordance with Australian Consumer Law.
We do not accept responsibility for damage claims submitted outside the required timeframe or without sufficient evidence.
9. International Shipping
For international orders:
- Delivery timeframes vary and may be impacted by customs
- Duties, taxes, and import fees are the responsibility of the customer
We are not responsible for customs delays, inspections, or refusals.
10. Delays Outside Our Control
We are not liable for delays caused by:
- Carrier disruptions
- Weather events
- Customs processing
- Industrial action or global logistics issues
11. Limitation of Liability
To the fullest extent permitted by law:
- We exclude liability for loss arising from shipping delays, loss, or damage in transit
- Our liability is limited to obligations required under applicable consumer law
12. Contact
Shipping enquiries:
Contact
