1Order Processing

Orders are generally processed within 1–3 business days after payment has been successfully received.

Orders are processed during normal business days only (Monday to Friday, excluding Queensland public holidays).

During busy periods, product launches, promotional events or holiday seasons, processing times may be slightly longer.

If we experience an unexpected delay, we will do our best to keep you informed.

2Shipping Destinations

We proudly ship throughout Australia and to many international destinations.

Available shipping options and delivery estimates are displayed during checkout.

If your country is not currently available, please contact us at info@stellavanandpapa.com.au and we'll be happy to advise whether shipping can be arranged.

3Delivery Timeframes

Estimated delivery timeframes are displayed during checkout and vary depending on the destination, shipping method selected and the fulfilment location.

While we work hard to dispatch orders promptly, all delivery timeframes are estimates only.

4Shipping Confirmation and Tracking

Once your order has been dispatched, you will receive a shipping confirmation email.

Where available, tracking details will also be provided so you can monitor your delivery.

Please allow time for tracking information to become active after dispatch.

5Order Fulfilment

To provide the most efficient service, Stellavan & Papa may fulfil orders from different authorised fulfilment locations depending on product availability, destination and operational requirements.

Orders may be dispatched from Australia, regional warehouses or authorised fulfilment partners. The fulfilment location does not affect the quality or authenticity of your Stellavan & Papa products.

6Customs, Duties and Taxes

International orders may be subject to customs duties, import taxes or other government charges imposed by the destination country.

For certain destinations, Stellavan & Papa may offer Delivered Duty Paid (DDP) shipping. Where DDP is available, applicable import duties and taxes are included in the purchase price shown at checkout, allowing your order to arrive without unexpected customs charges.

Unless otherwise stated, customers remain responsible for any duties, taxes or import fees charged by their local customs authority.

Unfortunately, Stellavan & Papa has no control over customs processing or government charges imposed after shipment.

7Delivery Delays

While we always aim to deliver orders within the estimated timeframes, delays can occasionally occur due to circumstances beyond our reasonable control. These may include:

• customs inspections;
• severe weather;
• transport disruptions;
• carrier delays;
• industrial action;
• public holidays;
• government restrictions;
• natural disasters; or
• other unforeseen events.

Once an order has been handed to the shipping carrier, delivery is managed by the carrier. While we will always assist with tracking and investigations where possible, delivery timeframes remain outside our direct control.

We appreciate your patience should any of these situations arise.

8Incorrect Shipping Information

Please ensure your delivery address is accurate before completing your order.

If an incorrect or incomplete address is provided, delivery delays may occur.

Where an order is returned to us because of incorrect shipping information supplied by the customer, additional shipping charges may apply before the order can be resent.

If you notice an error after placing your order, please contact us immediately. While we will always do our best to assist, we cannot guarantee changes once an order has entered processing or has been dispatched.

9Lost or Damaged Parcels

If your parcel appears to have been lost or arrives damaged, please contact us as soon as reasonably possible.

To assist with our investigation, we may request:

• your order number;
• photographs of the packaging;
• photographs of the products (where applicable); and
• any additional information required by the shipping carrier.

We will work with the carrier to investigate and determine an appropriate resolution.

Where appropriate, this may include a replacement, repair or refund in accordance with our Returns & Refund Policy, Australian Consumer Law and any other applicable consumer protection legislation.

10Delivery Risk

Risk in the products passes to you once your order has been delivered to the shipping address provided during checkout.

Ownership of the products transfers once payment has been received in full and the goods have been delivered.

11Failed Deliveries

If a parcel cannot be delivered because the delivery address is incorrect, delivery is refused, or the parcel is not collected within the carrier's required timeframe, additional shipping charges may apply before the order can be resent.

12Contact Us

At Stellavan & Papa, we know how exciting it is to receive a special delivery. Every order is packed with care, and we're committed to making your shopping experience as smooth as possible. If you ever have a question about your order, we'd love to help.