Shipping Policy

Last updated: 2 September 2026

This Shipping Policy applies to orders placed with Iluka Ilai, ABN 27 370 058 387.

We carefully package our artwork, handmade jewellery and other products to help ensure they arrive safely.

This policy should be read together with our Terms and Conditions and Refund and Returns Policy.
 

1. Where We Ship

Iluka Ilai currently ships orders within Australia.

Available shipping options and costs will be displayed at checkout before you complete your purchase.

If we introduce international shipping in the future, additional shipping terms may apply.
 

2. Shipping Options

We offer the following shipping options within Australia:

Standard Shipping

Standard orders are sent using a standard tracked parcel service.

Delivery time begins after your order has been dispatched.

Delivery times vary depending on the destination, including whether the delivery address is metropolitan, regional, rural or remote.

Express Shipping

Express shipping is available for customers who would like a faster delivery service.

Selecting Express Shipping means your parcel will be sent using an express postal service once it is ready for dispatch.

Express Shipping does not necessarily mean your order will be processed or handmade faster.

Our normal order processing or production time still applies before the parcel is dispatched.

Express delivery is also not automatically guaranteed to arrive on the next business day. Delivery times depend on the destination, postal network and carrier conditions.
 

3. Processing Times

Processing time is the amount of time required for us to prepare your order before it is dispatched.

Processing time is separate from shipping and delivery time.

As Iluka Ilai sells original artwork and handmade products, processing times may vary depending on the product ordered.

Where a product has a specific processing, production or made-to-order timeframe, this will be stated on the relevant product listing where appropriate.

Processing times generally do not include:

• weekends;

• South Australian public holidays;

• postal delivery time; or

• unexpected delays outside our reasonable control.

If your order contains multiple products with different processing times, the order may be dispatched together once all items are ready unless otherwise arranged.
 

4. Custom, Personalised and Made-to-Order Products

Custom, commissioned, personalised and made-to-order products may require additional production time before dispatch.

Any estimated production timeframe provided for these products is separate from the delivery timeframe.

If you select Express Shipping for a custom or made-to-order product, the express service will apply after the product has been completed and dispatched.

Express Shipping does not shorten the time required to create a custom or handmade product unless we expressly agree otherwise.
 

5. Shipping Costs

Shipping costs will be displayed during checkout before payment is completed.

Shipping charges may vary depending on factors including:

• the shipping method selected;

• the size of the parcel;

• the weight of the parcel;

• the delivery destination; and

• the products included in your order.

You will have the opportunity to review applicable shipping charges before placing your order.
 

6. Estimated Delivery Times

Delivery timeframes are estimates only unless we expressly state that a particular delivery date is guaranteed.

Delivery times may vary depending on:

• the destination;

• metropolitan, regional or remote location;

• postal or courier network conditions;

• severe weather;

• public holidays;

• peak delivery periods;

• emergencies;

• transport disruptions; and

• other circumstances outside our reasonable control.

We will take reasonable steps to dispatch orders within any processing timeframe represented to you.

Nothing in this section limits your rights under the Australian Consumer Law where an order is not supplied within an agreed or reasonable period.
 

7. Express Shipping

Express Shipping is our faster delivery option.

However, choosing Express Shipping does not guarantee next-business-day delivery unless the relevant postal provider expressly guarantees that service for the particular origin, destination and circumstances.

Some regional and remote locations may take longer.

Delivery estimates provided by postal or courier providers may also change from time to time.
 

8. Tracking

Where tracking is available for your selected shipping service, tracking details will be provided after your order has been dispatched.

Please allow time for the postal or courier provider's tracking system to register or update your parcel after dispatch.

Once tracking details have been issued, customers can use those details to follow the progress of their delivery.
 

9. Correct Delivery Information

Customers are responsible for entering complete and accurate delivery information when placing an order.

Please carefully check:

• your name;

• street address;

• suburb;

• state or territory;

• postcode; and

• any other delivery instructions

before completing checkout.

If you realise that your delivery information is incorrect, please contact us at info@ilukailai.com.au as soon as possible.

If the order has not yet been dispatched, we will make reasonable efforts to update the information.

However, we cannot guarantee that delivery details can be changed once an order has been processed or dispatched.
 

10. Incorrect or Incomplete Addresses

If an order cannot be delivered or is returned to Iluka Ilai because the customer supplied an incorrect or incomplete delivery address, the customer may be required to pay reasonable additional shipping charges to have the order sent again.

This does not apply where the delivery issue was caused by an error made by Iluka Ilai.
 

11. Returned-to-Sender Parcels

A parcel may be returned to us where, for example:

• the delivery address is incorrect or incomplete;

• the parcel is not collected from a collection location within the required timeframe;

• delivery cannot be completed; or

• the postal or courier provider returns the parcel for another reason.

If a parcel is returned to us, we will contact you where reasonably possible.

Where the return occurred because of information or circumstances attributable to the customer, reasonable additional postage charges may apply before the parcel is resent.

Where the return occurred because of an error by Iluka Ilai or a matter for which we are legally responsible, we will provide an appropriate solution without charging you additional shipping costs.
 

12. Lost Parcels

If your tracking information indicates that your parcel may be lost or your order has not arrived within a reasonable period, please contact:

info@ilukailai.com.au

We may investigate the delivery with the relevant postal or courier provider.

Our responsibility to you does not automatically end simply because the parcel has been handed to a postal or courier provider.

Where we are required to provide a remedy under the Australian Consumer Law, we will do so regardless of any separate claim we may make against the postal or courier provider.
 

13. Parcels Damaged During Delivery

We carefully package orders to help protect them during delivery.

If your order arrives damaged, please contact info@ilukailai.com.au as soon as reasonably practicable after discovering the damage.

Where possible, please include:

• your order number;

• photographs of the damaged product;

• photographs of the packaging;

• photographs of any visible damage to the parcel; and

• a photograph of the shipping label.

Please retain the damaged item and packaging while we assess the issue, where reasonably possible.

We may need this information to investigate the damage with the postal or courier provider.

Where the product is damaged in circumstances that entitle you to a remedy under the Australian Consumer Law, we will provide the applicable remedy.
 

14. Delayed Deliveries

Postal and courier delays can occasionally occur after an order has been dispatched.

Where a delivery is delayed, we may assist with investigating the parcel through the relevant carrier.

A delay outside our reasonable control does not automatically mean that Iluka Ilai has breached its obligations.

However, nothing in this policy excludes any rights you have under the Australian Consumer Law where your goods are not supplied within an agreed timeframe or, where no timeframe was agreed, within a reasonable time.
 

15. Peak Periods and Public Holidays

Processing and delivery may take longer during busy periods, including:

• Christmas and holiday periods;

• major sales or promotions;

• product launches;

• public holidays; and

• periods of unusually high order volume.

We encourage customers to order early where an item is required by a particular date.

Unless we expressly guarantee delivery by a particular date, estimated delivery dates should not be treated as guaranteed.
 

16. Delivery for Gifts and Special Dates

If you are purchasing an item for a birthday, Christmas, anniversary or another special occasion, we recommend placing your order with sufficient time for both:

1. processing or production; and

2. postal delivery.

Selecting Express Shipping does not guarantee that an order will arrive before a particular event or date unless we have expressly agreed to that delivery deadline.
 

17. Authority to Leave and Safe-Drop Deliveries

Depending on the postal or courier service used, a parcel may be delivered using an authority-to-leave, safe-drop or similar service.

These options may be subject to the terms and delivery practices of the relevant postal or courier provider.

Customers should ensure that the nominated delivery address is appropriate for receiving parcels.

Nothing in this section excludes any responsibility Iluka Ilai has under applicable Australian law.
 

18. Orders Containing Multiple Items

Where an order contains multiple items, we may:

• send the items together in one parcel; or

• send the order in more than one parcel where reasonably necessary.

Where an order is split into multiple shipments, you may receive more than one tracking number.

Unless otherwise stated, you will not be charged additional shipping simply because Iluka Ilai chooses to split an order into multiple parcels.
 

19. Shipping Restrictions

We reserve the right not to send an order where:

• the delivery service cannot safely or reasonably deliver to the supplied address;

• the product is prohibited or restricted from being transported by the relevant carrier;

• the order appears fraudulent;

• the destination cannot be serviced; or

• another legal or safety restriction prevents shipment.

If we cannot fulfil an order after payment has been received, we will contact you and provide an appropriate remedy, including a refund where required.
 

20. Australian Consumer Law

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

Online purchases are subject to the same consumer protections as purchases made in person.

Where there is an inconsistency between this Shipping Policy and a mandatory right under the Australian Consumer Law, the Australian Consumer Law will prevail.
 

21. Contact Us

For questions about shipping, tracking or an order, please contact:

Iluka Ilai
ABN: 27 370 058 387
South Australia, Australia
Email: info@ilukailai.com.au