Shipping policy

 

1. Pre-Orders

1.1 All pre-orders will be shipped once all of the products in the order become available, as indicated on the product listing at the time of purchase. Estimated arrival dates are subject to change due to supplier and shipping delays outside our control.

1.2 Any order containing both pre-order and in-stock items will be shipped together once the pre-order item is ready. If you wish to receive in-stock items sooner, we recommend placing two separate orders - one for in-stock items and one for your pre-order.

2. Processing Time

2.1 Please allow up to 5 business days for your order to be processed and dispatched from our warehouse. This timeframe does not include delivery time.

2.2 During high-volume periods such as before Easter, Christmas, or during sale events, processing times may extend beyond our standard timeframe. We appreciate your patience during these periods.

3. Dispatch and Delivery Times

3.1 Delivery timeframes are estimates only and may vary due to carrier delays, weather events, peak periods, or other circumstances outside our control.

3.2 Once your order leaves our warehouse, estimated delivery times are:

4. Shipping Fees

4.1 Any advertised shipping fees are estimates only. Accurate shipping fees are calculated at checkout based on your delivery address and order size.

5. Shipping Partners

5.1 We use reputable third-party carriers to deliver your order and take reasonable care in selecting and instructing those carriers. However, we cannot guarantee the performance of third-party carriers in all circumstances, including in relation to delivery timeframes, handling, and safe delivery. Nothing in this clause affects your rights under the Australian Consumer Law. If your goods are lost or damaged in transit, please contact us at online@hollyandivy.com.au.

6. Order Tracking

6.1 Once your order has been dispatched, you will receive an email containing your tracking information. If you cannot locate your tracking number, please contact us at online@hollyandivy.com.au or call (03) 9917 3171.

7. Address Accuracy and Delivery Issues

7.1 Please ensure your shipping address is correct before submitting your order. If you have provided an incorrect or incomplete address, contact us as soon as possible:

Email: online@hollyandivy.com.au

Phone: (03) 9917 3171 - Monday to Friday, 10:00 AM - 4:00 PM

7.2 Holly and Ivy is not liable for orders shipped to an incorrect address provided at checkout. Where an error in our systems or processes contributed to the issue, your rights under the Australian Consumer Law remain unaffected.

7.3 If a parcel is returned to us due to an incorrect address, failed delivery attempts, or failure to collect from a collection point, additional shipping charges may apply to resend the order. We will contact you before any additional charges are processed.

7.4 If your order has already been dispatched, we recommend contacting the carrier directly with your tracking number to request a redirection.

8. Postal Boxes

8.1 Due to the nature and size of our products, we are unable to ship to PO Boxes. Please ensure a physical delivery address is provided at checkout.

9. International Shipping

9.1 We ship within Australia and to New Zealand outside of sale periods. During sale periods, we are only able to ship within Australia. If you are wishing to place an order from another country, please contact us at online@hollyandivy.com.au and we can investigate further. International shipping availability will be indicated at checkout.

10. Damaged Goods

10.1 As soon as you receive your order, please open and inspect it to confirm everything has arrived and is undamaged.

10.2 If there is a problem, please notify us as soon as possible and within 5 business days of receiving your order by:

a) Taking clear photos of the damaged or incorrect item and its packaging.

b) Emailing online@hollyandivy.com.au with your name, order number, photos, and a description of the issue.

10.3 Please do not dispose of damaged items or packaging, as we may request that they be returned to us.

10.4 If your order is marked as delivered but has not been received, please first contact the carrier directly with your tracking number to investigate. If the issue remains unresolved, contact us at online@hollyandivy.com.au or call (03) 9917 3171 and our team will assist you. Holly and Ivy is not liable for parcels that have been left at the delivery address in accordance with carrier instructions.

10.5 Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. For full details on your rights in relation to damaged, faulty, or incorrectly described goods, please refer to our Returns and Refunds Policy. Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

 

 

11. Contact Us

For any shipping enquiries:

Email: online@hollyandivy.com.au

Phone: (03) 9917 3171 - Monday to Friday, 10:00 AM - 4:00 PM

All returns are to be sent to 25 Longford Road, Epping, Victoria 3079. Please do not return items until we have been in contact with you.

Shipping Policy last updated: June 2026