Shipping policy
Important Information
- Order cutoff: Orders placed before 3:00 PM GMT begin processing the same day.
- Timezone: (GMT+10:00) East-Australian Timezone (Melbourne)
- Processing time: 1 to 2 business days (Monday to Friday, excluding weekends).
- Delivery time: 5 to 10 business days (Monday to Friday, excluding weekends).
- Shipping cost: Free delivery on all orders.
Order Processing Time
Once your order is placed, our team at Mary & Evelyn prepares it for dispatch within 1 to 2 business days (Monday to Friday, excluding weekends and public holidays). Orders placed before 3:00 PM GMT begin processing the same day; orders placed after this cutoff, or on weekends, begin processing on the next business day. During busy periods such as major sales or holiday seasons, processing may take slightly longer, and we will keep you informed if that occurs.
Shipping Methods
All orders are shipped through trusted courier and postal partners that service Australia. The most suitable carrier is selected based on your delivery address to ensure your parcel arrives safely and on time. Once your order leaves our facility, you will receive a shipping confirmation email with tracking details.
Estimated Delivery Times
After your order has been processed, the estimated delivery time is 4 to 8 business days (Monday to Friday, excluding weekends and public holidays). The total delivery time is 5 to 10 Business days. Please note that delivery timeframes are estimates and begin from the moment your order is dispatched, not from the time the order is placed. Total time to receive your order is therefore the processing time plus the delivery time.
Shipping Costs
We are pleased to offer free delivery on all orders, with no minimum spend required. The price you see at checkout is the price you pay — there are no hidden shipping charges. All prices on our store are displayed in AUD.
Order Tracking
Once your order ships, we will send a confirmation email containing your tracking number and a link to follow your parcel's journey. Please allow up to 24 hours after receiving this email for the tracking information to become active in the carrier's system. If you have any trouble locating or using your tracking details, our support team is happy to assist.
Delays
While we work hard to dispatch and deliver every order within the timeframes stated above, occasional delays can occur due to factors beyond our control, such as carrier disruptions, severe weather, or peak seasonal volumes. If we become aware of a significant delay affecting your order, we will contact you as soon as possible with an update.
Lost or Undelivered Parcels
If your tracking information has not updated for an extended period, or if your parcel is marked as delivered but you have not received it, please contact us so we can investigate. We ask that you first check with neighbours and any safe-drop locations, and confirm your delivery address details. For parcels that appear genuinely lost in transit, we will work directly with the carrier to locate your order or arrange a suitable resolution. Please reach out to us within a reasonable time after the expected delivery date so we can assist you effectively.
Duties and taxes
If any import duties, taxes or handling charges are levied on your order by the authorities at the delivery address, these are the responsibility of the customer and are not included in the product price or in the shipping cost. Such charges are determined by those authorities and are outside our control.
Contact
If you have any questions about your shipment or this policy, the fastest way to reach us is by email at info@maryandevelyn.com. Please email us first — we aim to respond to all enquiries within 24 hours.
Our full company details are as follows:
- Store name: Mary & Evelyn
- Legal entity: Profound Evergreen Solutions LLC
- Company registration: 30-1409428
- Address: 16192 Coastal Highway, Lewes, Delaware 19958, United States
- Phone (secondary): +1 929 597 8732