Shipping Policy

Effective date: 18 August 2026

This policy explains how Thirlmere Lakes & Bottlebrush processes, dispatches, and delivers orders.

Shipping Contact

Email: support@thirlmerelakesandbottlebrush.com.au

Phone: +61 2 5550 1468

Address: 100 Colo St, Couridjah NSW 2571, Australia

Processing Time

In-stock orders are normally processed within 1 to 3 business days, excluding weekends and New South Wales public holidays. Customised, made-to-order, pre-order, or oversized products may require additional processing time disclosed in the listing or order confirmation.

Estimated Delivery Times

• Sydney and surrounding areas: approximately 1 to 5 business days after dispatch;
• Other New South Wales destinations: approximately 2 to 7 business days after dispatch;
• Other Australian destinations: approximately 3 to 10 business days after dispatch; and
• International destinations, where available: approximately 7 to 21 business days after dispatch.

Delivery times are estimates unless we expressly agree to a guaranteed date. Weather, bushfires, floods, carrier disruption, remote destinations, customs processing, industrial action, and other events outside reasonable control may cause delays.

Shipping Charges

Available delivery methods and charges will be displayed before checkout completion. Charges may depend on destination, parcel dimensions, weight, order value, and selected service level.

Address Accuracy

Customers must provide a complete and accurate delivery address. Contact us immediately if a correction is required. We cannot guarantee an address change after fulfilment begins.

Where permitted by law, additional carrier or reshipping costs resulting from an incorrect customer-provided address may be charged to the customer.

Tracking

Where tracking is available, we will send tracking information after dispatch. Tracking updates are supplied by the carrier and may take time to appear.

Delivery and Risk

Risk passes at the time determined by applicable law and the delivery agreement. A carrier's delivery scan is relevant evidence but does not automatically prevent a valid non-delivery claim.

Lost, Damaged, or Incomplete Orders

Contact us as soon as reasonably possible if an order is lost, damaged, incomplete, or delivered to the wrong address. Include the order number, photographs of the packaging and products, and any available carrier information.

We will investigate with the carrier and provide a replacement, refund, repair, or other remedy where required by the Australian Consumer Law or the sales contract.

Authority to Leave

If you request or accept an authority-to-leave delivery, the carrier may leave the parcel at the nominated location. This may affect carrier insurance or claims but does not remove consumer rights that cannot legally be excluded.

International Orders

International customers are responsible for customs duties, import taxes, brokerage fees, and local requirements unless checkout expressly states that these charges are included. We do not ship to destinations where a product's import or sale is prohibited.

Significant Delays

If we cannot supply an order within the agreed or a reasonable time, contact us to discuss an updated delivery date, replacement, cancellation, or refund. Mandatory consumer remedies take priority over inconsistent provisions in this policy.

Contact

For shipping assistance, email support@thirlmerelakesandbottlebrush.com.au or call +61 2 5550 1468 during Monday–Friday, 9:00 a.m.–5:00 p.m. Australian Eastern Time.