We pack all orders ourselves at Chibi & Esmé and do our best to get everything to you safely and thoughtfully. Please read the information below before placing your order.
Dispatch Times
Orders take 1–2 weeks to be dispatched from the date your order is placed.
We are a small, independently run shop, so our dispatch time is a little longer than that of a large online retailer. Thank you for your patience and understanding!
Once your order has been dispatched, you will receive tracking information where tracking is available.
Australia Post
We ship orders using Australia Post.
Delivery times provided by Australia Post are estimates and are not guaranteed. Once an order has been handed over to Australia Post, delivery times and delays are outside of our control.
Delays can occasionally occur due to postal disruptions, public holidays, weather, incorrect addresses, or other circumstances outside our control.
International Shipping
We ship internationally to selected countries using Australia Post.
International shipping rates are calculated according to the destination and are displayed at checkout.
International shipping fees cover postage only. Any customs duties, import taxes, GST/VAT, tariffs, customs clearance fees or other charges imposed by the destination country are the responsibility of the customer and are not included in our shipping fee.
Please check your country's import requirements before placing an international order. Customs requirements and fees vary between countries and are outside of our control.
We are unable to predict, pay or reimburse customs or import charges on behalf of customers.
We also cannot alter the value of an order or declare commercial merchandise as a gift in order to avoid customs charges.
Large or Heavy International Orders
Our international shipping rates are based on standard-sized parcels.
If an international order is unusually large or heavy and the actual postage cost is significantly higher than the flat shipping rate paid at checkout, we may contact you before dispatch to discuss the additional postage required.
We will not simply charge additional postage without contacting you first.
Tracking
Where tracking is available, tracking details will be provided once your order has been dispatched.
Please keep an eye on your tracking information after your order has been sent, particularly for international orders.
For international orders, customs processing can sometimes cause tracking updates to pause for a period of time. This does not necessarily mean that your parcel is lost.
Incorrect Addresses
Please carefully check your shipping address before completing your order.
We are not responsible for delivery issues caused by an incorrect or incomplete address provided by the customer.
If an order is returned to us because an incorrect address was provided, additional postage may be required to resend the order.
Lost Parcels
If your parcel appears to be lost or has not arrived within a reasonable period after the expected delivery time, please contact us.
We will do our best to assist with tracking and, where appropriate, the process of making a claim with Australia Post.
For international parcels, please keep in mind that customs processing and international postal networks can sometimes result in significant delays.
Damaged Parcels
We take care when packing orders and use appropriate packaging for the items we sell.
If your order arrives damaged, please contact us as soon as possible and include photographs of the damaged item and the packaging it arrived in.
We will assess the situation and, where appropriate, assist with an Australia Post claim or arrange an appropriate resolution.
Returns & Change of Mind
We do not accept returns or exchanges simply because you have changed your mind, ordered the wrong item, or no longer want an item.
However, this does not affect your rights under the Australian Consumer Law. If an item arrives faulty, damaged, or is not as described, please contact us so that we can assess the issue and provide an appropriate remedy where required.
Contact
If you have any questions about shipping or your order, please contact us at hello@chibiandesme.com
We are a small independent shop and appreciate your patience while we pack and send your orders. Thank you for supporting Chibi & Esmé!