UPDATED: 23 March, 2021
Australia Delivery Delays -
We appreciate your patience. Flooding and extreme weather conditions across NSW and QLD are impacting our ability to transport mail and parcels via our air and road networks, resulting in some delivery delays for both States. You can read more on delays, by visiting AusPost Site HERE.
Limited airfreight capacity may cause delivery delays to some destinations. Express Post is still faster, but current circumstances mean we can’t move items as quickly. You can view more details on delays HERE.
New Zealand Delivery Delays -
The spread of COVID-19 globally has led to reduced airfreight capacity and more recently, causing delays to parcels coming in and out of New Zealand. We expect delays to continue for some time.
Please be advised that currently all inbound items are subject to delay for final delivery due to backlogs of 4-5 days at our processing facility. We are working closely with the border agencies to clear the backlog as fast as possible.
If I choose standard shipping, when will my order be processed and shipped?
We want you to enjoy your products as soon as possible, so your order is processed immediately and ships out within 1-2 business days.
How long until I receive my order?
If you're shipping to an Australian address, your order will arrive in 2–10 business days, once the order has left our warehouse. Shipments to New Zealand will arrive within 5–12 business days (based on location).
How will my order be shipped?
Carefully, because we want your products to arrive in pristine condition! For all orders shipped within Australia, we use AusPost and some couriers. If you are in New Zealand, the carrier will be NZ Post.
Can I choose the shipping carrier for my order?
No, but we have a great reason why. By allowing Paula's Choice to select the carrier, we promise you'll get the most expedient option! This keeps costs down on both sides and ensures your order arrives as soon as possible.
Can I specify where to leave my package when it arrives at its destination?
Delivery location at the address given is determined solely by the delivery driver, so this portion is beyond our control. Once we issue a tracking number for your order, you can contact the carrier with any special instructions. Clients can add a note to the address as an optional delivery location (inside the gate, by the back door, on the veranda, etc.) or to hold for collection. The carrier/courier will have the final decision on where they leave the order, as they will verify the location, to make sure that it is safe to leave. If it is deemed unsafe to leave, the carrier will leave a notice for collection, so the parcel can be collected at your earliest convenience. If the parcel is held for more than 7 business days, it can be returned to sender. If a parcel is unable to be delivered as addressed or goes uncollected from the post shop, and is returned to sender by the carrier, a refund for the cost of products will be issued, plus applicable GST. We're sorry but shipping fees are non-refundable.
Can I pick up my order at the warehouse?
Unfortunately, there is no option for picking up an order at our warehouse. We offer shipping for all orders at the most cost-effective rates.
How much do I need to spend to get free shipping?
You will need to spend $99 AUD or more to receive free shipping for orders shipped in Australia or New Zealand.
As a customer in New Zealand, what additional charges am I responsible for?
We understand that knowing what to expect is important! While we wish we could give you an exact amount, these fees vary because all customs and import duties are applied when your shipment reaches the destination country. Unfortunately, we have no control over these charges and we cannot estimate them due to rate fluctuations according to location.
All customs and import fees are solely your responsibility. By giving Paula's Choice your consent to ship an order, you assume full responsibility for the taxes, duties, or customs/brokerage fees required in your country. If you refuse your package upon delivery and notification of these fees, Paula's Choice is unable to issue a refund for your purchase or the original shipping cost. Please contact your local customs office for details on how charges will be applied in your area.