Free shipping to Australia and New Zealand, tracking on every order, and delivery windows we would rather state honestly than optimistically.
Where we ship
Australia and New Zealand. Shipping is free to both, with no minimum order and no surcharge for rural addresses.
We would like to open up further and we are working on it. If you are somewhere else and want one, email hello@fernwellco.com and we will let you know when we can get to you.
How long it takes
Orders are packed and on their way within 1 to 3 business days.
| Destination | Shipping | Total time to your door |
|---|---|---|
| Australia | Free | 8 to 16 days |
| New Zealand | Free | 6 to 14 days |
Those windows cover the whole journey, from the moment you order to the moment it is at your door, not just the part after it ships. Most orders arrive nearer the start of them. Christmas, Lunar New Year and the occasional customs holdup can add a few days; if anything looks like running long we will email you rather than wait for you to ask.
Where it ships from
Orders are sent directly from our supplier rather than routed through a warehouse in Australia. That is why the window is measured in weeks rather than days, and we would rather you knew it before you ordered than after.
Tracking
Every order ships with tracking. You will get an email with the link as soon as it is on its way, so keep an eye on your junk folder for the first one. Tracking can sit still for a few days early on, particularly while a parcel is between carriers. That is normal and it usually catches up.
If something goes wrong
- Tracking hasn't moved in a week, or the window has come and gone. Email us your order number and we will chase the carrier.
- It says delivered and it isn't there. Check with anyone else at the address and look for a card, then tell us. Carriers sometimes scan a parcel as delivered a day before it actually turns up.
- It is genuinely lost. We will send another one or refund you in full, whichever you prefer.
A parcel sent to an incorrect address can't be redirected, so it is worth checking your details before you pay. If you spot a mistake and it hasn't shipped yet, email us straight away and we can usually still fix it.
The full policy
This page is the plain-English version. The shipping policy is the formal one, and our returns policy covers faults and refunds. The questions we get most often are answered on the FAQ.