FAQs

For any purchases over $200 is free shipping, Australia wide. All packages within Australia are a flat rate $15 shipping charge for under 5kg. Our nominated carrier for parcels under 5 kg is Couriers Please and Australia Post. Heavy goods up to 30 kg shipping is $40. Shipping cost are calculated at checkout.

All international orders we offer flat rate international shipping for $50 AUD (up to 5.0kg) $80 (5.1-10kg) $100 (10.1-15kg). For larger items we may use a freight forwarder, please see details of each product especially for bulky items. We will have to quote separately for freight charges. International shipping may not be available to all countries.

Shipping delivery times are 9am – 5pm Monday to Friday excluding holidays. Delivery to your destination may vary from 3-7 working days on receiving your order.

QLD, NSW, VIC, ACT, SA, TAS – 3-5 working days (excluding public holidays) outer regional areas may take extra 1-2 working days.

WA, NT – 3-6 working days (excluding public holidays) outer regional areas may take extra 1-2 working days.

E parcel delivers between 9am – 5pm Monday to Friday excluding holidays. If the premises are unattended E parcel will leave a card for the package to be collected at the nearest post office. Identification may be required as the parcel needs to be signed before released. For larger items another carrier may be used, you will receive an email with the details of delivery.

International shipping may not be available to all countries. Delivery to your destination may vary from 5-10 working days on receiving your order.

Please make sure the shipping address is correct as once it is dispatched we cannot redirect or cancel the shipment. Please note: we try to minimise any delay, however once the package reaches the designated country it is subject to customs clearance which may cause a delay beyond the estimated delivery schedule.

We endeavour to ship your package within 24 hours of receiving your order.

Shipping times are to be used as a guide only and based on the time of when we receive your order.

Orders to be delivered outside of Australia are subject to import taxes and custom duties and fees related to the destination country.

The recipient of the shipment is the importer and is responsible for the import taxes, custom duties and related fees.

Where the shipment is a gift or the purchases are made on behalf of another recipient, the receiver of the shipment or recipient is responsible for reimbursing the carrier for customs duties, import taxes and relevant fees.

Taxes and duties are calculated on the total amount of the invoice. Currently we ship orders with delivery duty unpaid. This means that import duties, customs and local sales tax are not included in the price and will be charged separately when the shipment arrives in your destination country and payment will be needed to process your order for delivery.

DHL will contact you if there are charges for import duties, customs and local sales tax, this will have to be paid in order to receive your shipment either on receipt of goods or at a later date. This will be determined by the customs authority of your destination country.

By agreeing to the international shipping terms & conditions you authorise Andrea & Joen to designate a carrier to act as your agent in regards to shipping, customs duties and import taxes in order to process and remit your actual import fees for your shipment and deliver your package.

We require a signature for delivery of the shipment, upon signing the responsibility for the goods are passed to you. Evidence of a signature or at delivery address is fulfilment by Andrea & Joen for gifts or purchases made on behalf of another recipient. Note the responsibility is transferred as well on signing.

If you would like us to check the import duty of your country or have questions contact customercare@andreaandjoen.com for assistance.

Once your order is completed a tax invoice will be sent to you confirming the purchase. When the package is dispatched from our warehouse an email and / or text will be sent with a tracking number.

Please email customercare@andreaandjoen with your order number and a photo of the fault. Once we receive your request we will arrange a repair, replacement or refund for you.

Should you wish to return or exchange your order, please notify us within 14 days days of purchase with a valid reason for return.

You will need to send an email to: customercare@andreaandjoen.com with the order number with a request for return and we will email you a Return Authorisation Number (RAN) and the address to return.

Merchandise should be returned new, unused, unwashed, undamaged with original tags attached and in the original product packaging. Any items soiled, damaged or altered will not be accepted and will be sent back to the customer. All returns must have a Return Authorisation Number (RAN), unidentified returns may be returned to the sender.

We advise that before removing the original tags and disposing of original packaging to check the item thoroughly upon delivery. We do not accept merchandise without original packaging.

Refund is for full priced items only. All sale items can be returned for a credit or exchange note. We do not give cash refunds for any final sale ‘clearance’ reductions or for change of mind.

If we are unable to resolve your complaint or further assist you, we will process a refund upon timely receipt of the goods purchased. Unopened full priced goods will be refunded in full.

Refunds will be processed promptly and payment made by the same method that you made payment. All refunds are made at the discretion of andreaandjoen.com.