Shipping policy

Our primary delivery partner is the Sendle Courier Network (‘Sendle’) – a registered B Corp and Australia’s first 100% carbon neutral delivery service. In instances where we are unable to use Sendle, we use Australia Post.

EXAMPLE OF AUSTRALIAN DELIVERY COSTS AND USUAL TIMES 

  • Brisbane, Gold Coast, Toowoomba: 1-2 working days | $6.05 to $10.85 (dependent on order size) 
  • Metro and regional (covers most areas): 1-5 working days | $7.65 to $31.20 (dependent on order size) 
  • Tasmania: 3-7 working days | $7.65 to $31.20 (dependent on order size) 
  • Perth: 7-10 working days | $7.65 to $31.20 (dependent on order size) 
  • Remote: Up to 10 business days | $16.65 to $53.20 (dependent on order size) 

The postage charge that will apply will be automatically calculated and itemised in the ‘Checkout’. Once an order is placed, customers will receive a tracking number via email when your parcel is on its way, which you can use here to track the progress of your order. Each order gets a unique delivery estimate too that you can also track.

Sendle delivers to over 90% of Australian addresses – check out the Locations & Coverage guide for the full list. In the event that your area is not covered by Sendle’s network, we will use Australia Post to deliver to you. As part of a promotion we may also offer free or discount shipping on orders, subject to specific offers and for a limited time.

If you have any questions about delivery, please contact us via our contact form.

EXAMPLE OF INTERNATIONAL DELIVERY COSTS AND USUAL TIMES 

  • New Zealand: 10-16 working days | from $15.15 (dependent on order size) 
  • North America, Western Europe, Asia and the Pacific: 10-28 working days | from $18.85 (dependent on order size) 
  • Rest of the world: 14-30 working days | from $31.75 (dependent on order size) 

Note: Due to the cancellation of many international flights and country-specific restrictions, overseas transit times may be delayed. See the full list of temporarily suspended destinations.

As bed sizes and therefore the size of bed linen can vary across the world, please check our Bedding Size Chart to ensure that our Products will fit your mattress, pillow or quilt.

Please note that in addition to the shipping costs paid at the time of purchase, you may also need to pay local duties, customs or taxes on entry to the destination country. Coco and Henry are not liable for any such duties, customs, taxes or fees or for any costs associated with re-sending packages that are not received by you due to problems or delays with customs or local distribution networks. We will not accept returns or provide any refunds for duties, customs or additional taxes.

Please contact your local Government office to find out whether any such charges will apply to your purchase.

DISPATCH TIME 
Orders will be dispatched on the same day if ordered by 2pm (AEST) Monday to Friday (excluding public holidays). Otherwise, your order will be dispatched the following business day.

Unless, you have opted to personalise the Product which will add up to 3 days to dispatch and delivery time due to the time required to embroider the Product.

We will attempt to send your goods within these times, however if goods are unavailable or out of stock, delivery will take longer. In the event a Product becomes out of stock, we will be in contact with you as soon as possible to arrange a refund, gift voucher, or exchange, or alternatively you can opt to wait until the item is restocked and delivery is able to be fulfilled.

If you wish to query a delivery, please contact us via our contact form.

AUTHORITY TO LEAVE, UNDELIVERABLE OR MISSING PARCELS 
All orders include signature on delivery, unless ‘authority to leave’ has been pre-organised, re-delivery charges may apply if ‘authority to leave’ has not been pre-organised and no one is available to sign.

A physical street address is required for all deliveries. Unfortunately we are unable to deliver to PO boxes, locked bags, parcel lockers, post offices or parcel collect locations. If you have no other option other than these kinds of locations, please contact us via our contact form to arrange an alternate method of delivery.

If we are unable to deliver your parcel due to an incorrect delivery address, or if the parcel is returned to us as undeliverable, an extra postage fee could apply to send it again. If this occurs, we will contact you to consider your options. We do not offer refunds on missing items that have been marked by the Delivery Provider as ‘delivered’.

HAVE MORE QUESTIONS? 
Please get in contact with us via our contact form, email us at customercare@cocoandhenry.com.