Shipping
Delivery & Shipping Information
At Daughter of The Mountain (DoTM), we are dedicated to providing you with a seamless shopping experience. Our orders are carefully dispatched within 1-2 business days, though during busy periods such as sales and holidays, please allow up to 10 business days for processing. Please note that during unforeseen circumstances, like pandemics, dispatch times may be longer due to staff shortages.
We kindly ask that you double-check your postal address when placing an order. If an error is found, please inform us immediately. Once your order has been shipped, we cannot amend the delivery address and cannot be held responsible for parcels sent to incorrect addresses. Should a parcel be returned to us, any additional postage fees to resend the parcel will be the responsibility of the buyer.
Due to the complexities involved in processing shipping and the additional costs of heavier packages, shipping refunds are not available, even for bundled orders. Please also note that some payment providers do not refund merchant fees when we issue a refund.
Shipping and Delivery Times
While we strive for timely delivery, we are not responsible for any delays or loss caused by Australia Post. Shipping times vary depending on the destination and customs regulations. As a general guideline:
Regular Post: 3–10 business days
Express Post: 2–7 business days
Express Post customers should verify that their address is within Australia Post’s Express Post Network before opting for this service, as it is non-refundable. The Express Post network covers approximately 80% of Australian addresses. For locations outside the network, Australia Post will use the fastest available transport, but the Next Day Guarantee will not apply.
Please keep in mind that delivery dates are estimates and may change, particularly due to public holidays and other unforeseen delays.
Pre-Orders
Pre-orders allow you to secure new or restocked products. Please note that availability dates are estimates and may change. Orders containing pre-ordered items will be shipped once all items are in stock. If you prefer immediate dispatch of in-stock products, we recommend placing separate orders.
Shipping Costs
Within Australia:
- Standard Post (3-10 business days): Flat rate of $15
- We may request personal identification before shipping; if requested, ID must be provided within 24 hours, or the order will be canceled.
International Shipping:
- Flat rate of $50
- Payments must be made via PayPal; orders not paid through PayPal will be canceled.
For further details on international shipping, please don’t hesitate to contact us.
Order Tracking
Once your order has been shipped, you will receive a confirmation email with a tracking number. You can track your order via Australia Post Tracking. Please note, tracking updates may take some time, especially during high-volume periods.
Shipping to Multiple Addresses
We are unable to process split shipments for a single order. If you wish to ship to multiple addresses, please create separate orders for each destination.
Lost or Damaged Goods
If your order is lost or damaged in transit within Australia, please contact our Customer Service team between 9am - 5pm AEST, Monday to Friday. If your order has not been received within 7 working days, please contact us immediately to initiate an enquiry with Australia Post. We cannot accept responsibility for lost or damaged items if notified after this timeframe.
Disclaimer
Once a tracking number is issued, it generally indicates that your order is packed and ready for collection. During busy periods, there may be slight delays before tracking information is updated as Australia Post collects and scans your parcel. Orders with Express Post are subject to the same processing times as standard orders.
