Shipping policy
Last updated: 15 October 2026
This policy forms part of our Terms of Service. We deliver only to addresses in Australia and New Zealand.
1. Dispatch
Orders ship from our Melbourne warehouse. Orders placed by 12 pm (Melbourne time) on a business day usually leave the same business day. Orders placed later, or on a weekend or public holiday, usually leave the next business day.
We email you an order confirmation when you order, and a tracking link when your order is dispatched.
2. Delivery times
These are estimated delivery times after dispatch, in business days:
| Destination | Standard delivery |
|---|---|
| VIC | 1–3 |
| NSW, ACT and SA | 2–5 |
| QLD | 2–7 |
| TAS | 3–6 |
| WA | 4–8 |
| NT | 5–10 |
| New Zealand | 4–10 (plus any NZ Customs clearance: section 5) |
Rural and remote areas can take a little longer. Where Express is offered at checkout, its estimated time is shown there. Express isn't available for umbrellas and cabanas.
Carriers, peak periods and extreme weather can cause delays. If yours is held up, we'll keep you updated. If your order is significantly delayed, you can cancel the undelivered items for a full refund.
3. Delivery charges
Delivery charges are shown at checkout before you pay.
- Australia: standard delivery is free on orders of $149 or more. Below that, it's $13.95 to $29.95, depending on your state.
- New Zealand: standard delivery is free on orders of NZ$199 or more. Below that, it's NZ$25.
4. Addresses and receiving your order
- Umbrellas and cabanas travel by freight and need a street address, not a PO Box or parcel locker. Smaller items can often go to a PO Box or parcel locker; if in doubt, email us.
- If no one is home, the carrier may leave a card so you can collect your parcel from a local facility.
- Authority to Leave: if you choose it at checkout, the carrier may leave your parcel at your address without a signature. Your order is then your responsibility once the carrier confirms delivery at your address.
- Otherwise, your order is our responsibility until it's delivered to your address.
- Wrong address or unclaimed parcels: if a parcel comes back to us because the address you gave was wrong or it wasn't collected, we'll contact you. You can choose to have it re-sent (you pay the extra delivery) or a refund of the price you paid, less the delivery costs we actually paid to send it and have it returned. If the carrier didn't attempt delivery properly, we'll re-send it at our cost.
- Changing your address: contact us as soon as possible. Once your order has been dispatched, we may not be able to change it.
5. New Zealand: GST, duty and Customs
Prices on houseofdune.co.nz are in New Zealand dollars. They don't include New Zealand GST or import duty: we don't charge NZ GST at checkout.
NZ Customs doesn't usually collect GST or duty on goods worth NZ$1,000 or less. If the goods arriving for you at the same time are worth more than NZ$1,000 (Customs adds together everything you import at once, which can include more than one order), Customs will charge GST and any duty, plus its clearance fees and levies, and won't release the goods until they're paid. You pay these charges. You'll usually need an NZ Customs number (also called a client code), and clearance can add several days.
6. Damaged or missing items
Please check your order when it arrives. If something is damaged or missing, tell us as soon as you can, ideally within 48 hours, with photos of the packaging and the product and your order number. That helps us sort it out with the carrier quickly. Telling us later doesn't affect your rights. We'll replace or refund damaged or missing items under our Refund Policy.
7. If your order hasn't arrived
If your order hasn't arrived within the estimated time, email us your order number. We'll chase the carrier. Carriers and our warehouse act for us, so a parcel lost before delivery is our problem to fix, not yours.
8. Returns
See our Refund Policy for faulty products, change-of-mind returns and our 12-month warranty.
9. Contact us
hello@houseofdune.com.au · 1800 497 011 (from Australia, 7am–7pm AEST). From New Zealand, please email us.
