Shipping Policy

This Shipping Policy explains how Ferny & Coral processes, ships, tracks, and manages orders placed through our online store.

Business name: Ferny & Coral
Customer support email: support@fernyandcoral.com.au
Returns email: returns@fernyandcoral.com.au
Phone: +61 7 3185 6429
Business address: 26 Ferny Ave, Avoca QLD 4670, Australia

1. Order Processing

Orders are generally processed within 1 to 3 business days after payment is successfully confirmed.

Business days are Monday through Friday, excluding Australian national public holidays, Queensland public holidays, carrier closure days, and exceptional operational closure periods.

2. Order Confirmation

After you place an order, you should receive an order confirmation by email. This confirmation acknowledges that we received your order but does not necessarily mean that the order has been accepted, shipped, or fulfilled.

3. Shipping Destinations

We may ship within Australia and to selected international destinations depending on product availability, carrier service availability, shipping restrictions, and checkout options displayed at the time of purchase.

4. Shipping Rates

Shipping rates are displayed at checkout where applicable. Rates may depend on destination, shipping method, product type, order value, carrier availability, and promotional offers.

Free shipping promotions, if offered, may be subject to minimum purchase amounts, location restrictions, product exclusions, carrier availability, and other conditions stated at the time of promotion.

5. Currency, Taxes, and GST

Prices are displayed in Australian dollars unless another currency is clearly shown at checkout.

Where applicable, displayed Australian consumer prices include GST.

Additional shipping charges, express shipping, optional services, and international charges may be displayed separately where permitted by law and before you complete checkout.

6. Estimated Delivery Timeframes

Estimated delivery timeframes are provided for convenience only and are not guaranteed unless expressly stated. Delivery estimates may vary based on destination, carrier performance, customs processing, weather, holidays, peak seasons, labour disruptions, security checks, remote locations, and circumstances outside our reasonable control.

7. Delivery Information

We aim to provide clear delivery information at checkout or in the order confirmation, including available shipping methods, destination details, and any estimated delivery timeframe where available.

Nothing in this Shipping Policy limits any delivery, refund, cancellation, or remedy rights that apply under Australian Consumer Law.

8. Delivery and Non-Delivery Rights

If your order is not delivered within the applicable delivery timeframe or if the delivery status appears incorrect, contact support@fernyandcoral.com.au. We will review the order, carrier tracking, delivery address, and available information.

Where a remedy is required by Australian Consumer Law, we will provide the legally required remedy.

9. Dispatch Confirmation and Tracking

When your order is dispatched, we may send a shipping confirmation email with tracking information if tracking is available. Tracking updates are provided by the carrier and may take time to appear after shipment.

10. Delivery Delays

Delivery delays may occur due to weather, carrier capacity, customs, address issues, remote locations, holidays, operational interruptions, inaccurate shipping information, public events, or circumstances outside our reasonable control.

If a significant delay occurs, contact us at support@fernyandcoral.com.au and we will assist where reasonably possible.

11. Incorrect or Incomplete Address

You are responsible for providing a complete and accurate shipping address at checkout. We are not responsible for delays, failed deliveries, or lost parcels caused by incorrect, incomplete, outdated, or undeliverable addresses provided by the customer, except where Australian Consumer Law requires otherwise.

If you notice an address error, contact support@fernyandcoral.com.au immediately. We cannot guarantee changes after an order has been processed or dispatched.

12. Lost Parcels

If tracking has not updated for an unusual period or a parcel appears lost, contact us with your order number. We may require time to investigate with the carrier before a replacement, refund, or other solution can be offered.

13. Parcels Marked Delivered but Not Received

If tracking shows delivered but you have not received the parcel, check with household members, neighbours, building reception, parcel lockers, concierge, mailroom, or local carrier facilities. Contact us promptly if the parcel cannot be located.

We may request a signed statement, delivery details, or additional information to support a carrier investigation.

14. Parcels Arriving Damaged

If a parcel arrives damaged, keep the product, packaging, labels, and shipping materials. Contact support@fernyandcoral.com.au promptly with your order number and photos of the packaging and product condition.

15. International Shipping

International shipping may be offered to selected countries. International delivery times vary and may be affected by customs inspections, import procedures, local carriers, regulatory restrictions, and destination-country conditions.

16. Customs Duties, Import Taxes, and Brokerage

For international orders, customs duties, import taxes, brokerage fees, handling fees, and other destination charges may be assessed by destination authorities or carriers. Unless stated otherwise at checkout, these charges are the customer’s responsibility.

17. Refused International Deliveries

If an international delivery is refused, abandoned, returned due to unpaid duties or taxes, or returned because of import restrictions, any refund may be reduced by shipping costs, return costs, duties, taxes, brokerage charges, or other expenses incurred, where permitted by law.

18. Split Shipments

Orders containing multiple items may be shipped in separate parcels depending on product availability, fulfilment location, packaging requirements, carrier services, or operational needs.

19. Changes or Cancellations Before Dispatch

If you need to change or cancel an order before dispatch, contact support@fernyandcoral.com.au as soon as possible. We cannot guarantee changes or cancellations once processing has started or once the order has been dispatched.

20. Contact

For shipping, tracking, delivery, or address questions, contact:

Ferny & Coral
26 Ferny Ave
Avoca QLD 4670
Australia
Email: support@fernyandcoral.com.au
Returns email: returns@fernyandcoral.com.au
Phone: +61 7 3185 6429
Support hours: Monday to Friday, 9:00 AM to 5:00 PM AEST