Shipping policy

 

Thank you for shopping at betseyjohnsona.shop. This Shipping Policy explains how we process, dispatch, track, and deliver orders placed through betseyjohnsona.shop.

This policy applies to orders for women’s fashion footwear, including shoes, boots, sandals, heels, flats, sneakers, and other footwear products available through our website.

1. Shipping Destinations

betseyjohnsona.shop currently provides delivery to eligible residential and business addresses throughout Australia.

Delivery availability may vary for:

• Remote or regional locations.

• Islands and offshore territories.

• Parcel lockers.

• PO boxes.

• Military or restricted-access addresses.

• Locations that cannot be serviced by our selected delivery providers.

If we are unable to deliver to the address provided, we will contact the customer using the email address associated with the order.

2. Free Standard Shipping

All eligible orders delivered within Australia receive free standard shipping.

There is no minimum order value required to qualify for free standard shipping.

Free standard shipping applies automatically during checkout. Customers do not need to enter a discount code.

Free standard shipping does not include:

• Express delivery.

• Same-day delivery.

• Special delivery arrangements.

• Redelivery charges caused by an incorrect address or failure to collect a parcel.

• Other additional services requested by the customer.

We do not currently guarantee that express or expedited shipping will be available.

3. Estimated Delivery Time

The estimated delivery timeframe for standard shipping is 15 to 20 business days from the date the order is confirmed.

This estimated timeframe includes order processing and standard transportation time.

Business days are Monday to Friday and exclude Saturdays, Sundays, Australian public holidays, and public holidays observed in locations involved in processing or transporting the order.

The 15-to-20-business-day delivery timeframe is an estimate and not a guaranteed delivery date. Delivery may occasionally take longer because of circumstances outside our reasonable control.

4. Order Processing

Orders are reviewed and prepared before dispatch. Processing may include:

• Payment verification.

• Fraud and security checks.

• Confirmation of product availability.

• Product quality checks.

• Packaging and preparation for shipment.

• Verification of the delivery address.

Orders containing multiple pairs of shoes, boots, or other products may require additional processing time.

Orders placed during weekends, public holidays, promotional events, or periods of unusually high demand may begin processing on the next available business day.

We reserve the right to place an order on hold if additional payment, identity, or address verification is reasonably required. We will contact the customer if further information is needed.

5. Order Confirmation

After an order is successfully placed, the customer will receive an order confirmation email at the email address entered during checkout.

The order confirmation email confirms that we have received the order. It does not necessarily mean that the order has been dispatched.

Customers are responsible for checking that all order information is correct, including:

• Customer name.

• Email address.

• Telephone number.

• Delivery address.

• Product.

• Colour.

• Shoe size.

• Style.

• Quantity.

Customers should contact info@betseyjohnsona.shop immediately if any order information is incorrect.

6. Address Changes

Requests to change a delivery address must be submitted as soon as possible by emailing info@betseyjohnsona.shop.

We cannot guarantee that an address can be changed after an order has been confirmed, processed, packed, or dispatched.

Once a parcel has been transferred to the delivery provider, we may be unable to redirect it.

Customers are responsible for ensuring that the delivery address entered during checkout is complete and accurate. This includes providing:

• Apartment or unit numbers.

• Building names.

• Street numbers.

• Street names.

• Suburb or city.

• State or territory.

• Postcode.

• Any necessary access instructions.

7. Shipping Confirmation and Tracking

When tracking information becomes available, we will send a shipping confirmation email containing the tracking number or tracking link.

Tracking information may take several business days to begin displaying updates after the shipping confirmation email is sent.

A delay in tracking updates does not necessarily mean that the parcel has not been dispatched or is not moving through the delivery network.

Customers should allow reasonable time for the carrier’s tracking system to update.

8. Multiple Shipments

Orders containing multiple products may be divided into separate shipments because products may be stored or processed at different facilities.

Separate parcels may:

• Be dispatched on different dates.

• Use different tracking numbers.

• Be delivered on different days.

• Be handled by different delivery providers.

Customers will not be charged additional standard shipping fees when we divide an eligible Australian order into multiple shipments.

Receiving only part of an order does not necessarily mean that an item is missing. Customers should review all available tracking information before contacting us.

9. Delivery Delays

Although we aim to deliver orders within 15 to 20 business days, delays may occur due to circumstances outside our reasonable control, including:

• Severe weather.

• Bushfires, floods, storms, or other natural disasters.

• Public holidays.

• Carrier network disruptions.

• Transport or aviation delays.

• Customs or border processing.

• Industrial action.

• Government restrictions.

• Public health emergencies.

• Incorrect or incomplete delivery information.

• Remote or regional delivery conditions.

• High seasonal or promotional demand.

• Security or payment verification.

• Events affecting suppliers, warehouses, or delivery providers.

If we become aware of a significant delay affecting an order, we will make reasonable efforts to provide updated information.

Customers who have not received their order after the estimated delivery period should contact info@betseyjohnsona.shop and provide their order number.

Nothing in this section limits any rights or remedies available under the Australian Consumer Law.

10. Remote and Regional Locations

Orders delivered to remote, rural, regional, island, or difficult-to-access locations may take longer than the standard estimated timeframe.

Delivery providers may transfer parcels to local postal or delivery services for the final stage of delivery.

Tracking updates may be less frequent in remote locations. Delivery dates may also be affected by local transportation schedules and weather conditions.

11. Delivery Instructions

Customers may provide reasonable delivery instructions during checkout when the website makes this option available.

We cannot guarantee that a delivery provider will follow every instruction.

Requests to leave a parcel unattended are subject to the delivery provider’s policies and risk assessment. A delivery provider may decide not to leave a parcel if it considers the location unsafe or unsuitable.

Customers should not request delivery to an unsecured location where the parcel may be exposed to theft, loss, weather damage, or unauthorised access.

12. Signature Requirements

Some orders may require a signature upon delivery because of:

• Order value.

• Carrier requirements.

• Security concerns.

• Delivery location.

• Fraud prevention measures.

If no one is available to receive the parcel, the carrier may:

• Leave a collection notice.

• Attempt delivery again.

• Deliver the parcel to a collection point.

• Return the parcel to a local facility.

• Return the parcel to the sender.

The available option depends on the delivery provider and delivery location.

13. Packages Marked as Delivered but Not Received

If tracking information shows that a parcel has been delivered but the customer cannot locate it, the customer should:

1. Check the delivery address shown in the order confirmation.

2. Check around the property, including entrances, garages, porches, mail areas, and other safe locations.

3. Ask household members whether they accepted the parcel.

4. Check with neighbours, building reception, property management, or mailroom staff.

5. Review the tracking information for delivery notes or photographs.

6. Contact the delivery provider using the tracking number.

If the parcel still cannot be located, contact info@betseyjohnsona.shop with the order number and tracking number.

We will review the available delivery information and may request an investigation from the delivery provider.

A refund, replacement, or other remedy will be provided where required by the Australian Consumer Law or another applicable law.

14. Lost Parcels

A parcel is not automatically considered lost because tracking updates have stopped or the estimated delivery date has passed.

Before declaring a parcel lost, we may need to complete an investigation with the delivery provider.

The customer may be asked to provide:

• The order number.

• Confirmation of the delivery address.

• Tracking information.

• A written statement confirming non-receipt.

• Other information reasonably required for the investigation.

If the parcel is confirmed as lost, we will provide an appropriate remedy, which may include a replacement or refund.

Any remedy will be subject to product availability and applicable Australian consumer law.

15. Damaged Parcels

Customers should inspect the parcel and footwear as soon as reasonably possible after delivery.

If a parcel or product arrives damaged, contact info@betseyjohnsona.shop and provide:

• The order number.

• A description of the damage.

• Clear photographs of the footwear.

• Photographs of the shoe box or product packaging.

• Photographs of the external shipping packaging.

• A photograph of the shipping label.

• A video showing the problem where reasonably necessary.

Customers should keep the damaged product and all packaging until we have completed our assessment.

Do not dispose of damaged footwear, shoe boxes, labels, accessories, or shipping packaging before receiving instructions from us.

We will provide an appropriate remedy where the product is damaged, faulty, unsafe, materially misdescribed, or otherwise fails to comply with a consumer guarantee under the Australian Consumer Law.

16. Incorrect or Missing Products

If an order contains the wrong footwear style, colour, size, quantity, or product, contact info@betseyjohnsona.shop as soon as possible.

The customer should provide:

• The order number.

• Photographs of all products received.

• Photographs of the product labels and size markings.

• Photographs of the packaging.

• A photograph of the shipping label.

If an item appears to be missing, customers should first check whether the order was divided into multiple shipments.

Once the issue has been verified, we will arrange an appropriate solution, which may include sending the correct product, sending the missing product, or issuing a refund.

17. Incorrect or Incomplete Addresses

Customers are responsible for entering a complete and accurate delivery address during checkout.

We are not responsible for delays or delivery failures caused by:

• An incorrect street address.

• An incorrect postcode.

• A missing apartment or unit number.

• An incomplete recipient name.

• An invalid telephone number.

• An address that cannot accept deliveries.

• An address entered incorrectly by the customer.

If a parcel is returned because of incorrect or incomplete address information, we may offer reshipment after the parcel has been returned and processed.

Reasonable redelivery or return-to-sender costs may be charged to the customer where permitted by law, even though the original order qualified for free standard shipping.

This section does not apply where the delivery failure was caused by an error made by betseyjohnsona.shop or its service providers.

18. Refused and Unclaimed Parcels

Customers are responsible for accepting or collecting their parcels.

If a parcel is refused, not collected, or left unclaimed and is returned to the sender, we may:

• Contact the customer to arrange redelivery.

• Deduct reasonable return or redelivery expenses from an eligible refund where permitted by law.

• Cancel and refund the order after the parcel has been returned and inspected.

• Refuse immediate redelivery until the parcel has been returned to the relevant facility.

The original free standard shipping offer does not necessarily cover the cost of additional delivery attempts caused by refusal or failure to collect a parcel.

19. Delivery to PO Boxes and Parcel Lockers

Delivery to PO boxes and parcel lockers may not be available for every product, parcel size, carrier, or location.

If the selected carrier cannot deliver to a PO box or parcel locker, we may contact the customer and request an eligible residential or business street address.

A delay caused by waiting for an alternative address may extend the estimated delivery timeframe.

20. Order Cancellations

Customers may request cancellation by contacting info@betseyjohnsona.shop as soon as possible.

We cannot guarantee cancellation after an order has been:

• Confirmed.

• Sent for processing.

• Packed.

• Assigned to a fulfilment facility.

• Transferred to a delivery provider.

• Dispatched.

If an order can no longer be cancelled, the customer may need to wait until it is delivered and then request a return in accordance with our Return and Refund Policy.

Statutory rights under the Australian Consumer Law remain unaffected.

21. Changes to Shoe Size, Colour, or Style

Requests to change the size, colour, style, or quantity of footwear must be submitted immediately after placing the order.

Because orders may enter processing quickly, we cannot guarantee that changes can be made.

Once an order has been processed or dispatched, the customer may need to receive the original product and request a return in accordance with our Return and Refund Policy.

Customers should carefully review the size guide and product description before ordering. Shoe sizing may vary depending on the design, shape, material, and manufacturer.

22. Customs, Taxes, and Import Processing

Some orders may be processed or dispatched through facilities located outside Australia.

Where applicable, taxes collected during checkout will be displayed as part of the order total.

A parcel may be subject to customs, border, biosecurity, or import processing. Such processing may affect delivery times.

Any government charge, duty, tax, or import fee not collected during checkout will be handled in accordance with applicable law.

We are not responsible for delays caused solely by customs, border, or government processing that is outside our reasonable control. However, this does not limit any rights available under the Australian Consumer Law.

23. Ownership and Risk

Responsibility for a parcel will be determined in accordance with applicable law.

Nothing in this Shipping Policy transfers risk to the customer earlier than permitted by the Australian Consumer Law or excludes responsibility that cannot legally be excluded.

24. Returns and Refunds

This Shipping Policy should be read together with our Return and Refund Policy.

Free standard shipping on the original order does not automatically mean that return shipping is free for a change-of-mind return.

Where footwear is faulty, damaged, unsafe, incorrect, materially different from its description, or otherwise fails to comply with the Australian Consumer Law, we will provide an appropriate remedy and cover or reimburse reasonable return shipping costs where required by law.

Customers should not send products back without first contacting info@betseyjohnsona.shop and receiving return instructions.

25. Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts, or modifies any consumer guarantee, right, remedy, or protection that cannot lawfully be excluded under the Australian Consumer Law.

Goods purchased by Australian consumers come with consumer guarantees that cannot be excluded.

Where we fail to supply an order within an agreed or reasonable period, or where a delivered product does not meet an applicable consumer guarantee, the customer may be entitled to a remedy under the Australian Consumer Law.

26. Fraud Prevention and Delivery Verification

To protect customers and our business, we may conduct security checks before dispatching an order.

We may contact a customer to confirm:

• Identity.

• Payment authorisation.

• Billing information.

• Delivery information.

• Unusual purchasing activity.

We may delay, hold, or cancel an order where we reasonably suspect fraud, unauthorised payment activity, identity misuse, or a significant security risk.

Any approved refund will normally be returned to the original payment method.

27. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes to:

• Delivery services.

• Carrier arrangements.

• Product availability.

• Fulfilment operations.

• Shopify functionality.

• Legal or regulatory requirements.

The version published on betseyjohnsona.shop at the time an order is placed will generally apply to that order, except where a later change is required by law or provides greater rights to the customer.

28. Contact Us

For questions about processing, shipping, tracking, delivery delays, damaged parcels, missing products, or lost orders, contact:

betseyjohnsona.shop
Email: info@betseyjohnsona.shop
Website: betseyjohnsona.shop

Please include your order number in all order-related enquiries so that we can assist you efficiently.