SHIPPING POLICY

This Shipping Policy explains how orders from Hello Kitty and Friends are processed and delivered within Australia.

We currently deliver to Australian addresses only. International delivery is not available at this stage.

Please provide a residential or business address where delivery can be safely received. Delivery to PO boxes, parcel lockers, remote communities or external territories may not be available depending on the selected carrier.

Orders are delivered by the shipping carrier shown at checkout or in your shipping confirmation email. Carrier availability may depend on the delivery address, order size, service level and product type.

Confirmed in-stock orders are usually processed within 1-3 business days after payment is confirmed.

Orders placed during launches, promotions, public holidays, peak seasons or carrier disruptions may take longer to process.

If an item in your order has sold out or cannot be shipped, we will contact you about the affected item and the available options.

Shipping fees are calculated at checkout based on the delivery address, selected service and order contents.

Any available free-shipping threshold or shipping promotion will be shown on the website or at checkout before payment. Bulky, heavy, remote or special items may have different shipping conditions if stated on the product page or at checkout.

Delivery estimates are shown at checkout or in your shipping confirmation email. Delivery estimates begin after your order has been dispatched.

Estimated delivery times are not guaranteed delivery dates. Delivery may be affected by carrier delays, weather events, peak season volume, address issues and regional service limitations.

When your order is dispatched, we will send a shipping confirmation email with the tracking number and carrier name.

Please track your parcel directly through the carrier website using the tracking number provided. Tracking information may take up to 24 hours to update after the parcel is collected or scanned by the carrier.

If you have not received a shipping confirmation after the processing period, please check your junk or spam folder before contacting us.

If you notice an address mistake after placing an order, contact us immediately with your order number and the correct address. We will try to help while the order is still being processed, but we cannot change the delivery address once the parcel has shipped.

Please check your delivery address carefully before placing an order. We are not responsible for delays or delivery issues caused by incorrect, incomplete or outdated customer information.

If a parcel is returned to us because of an incorrect or incomplete address, we will contact you about redelivery options. Additional shipping fees may apply.

Delivery to PO boxes or parcel lockers is subject to carrier availability. If your selected carrier cannot deliver to a PO box or parcel locker, you may need to provide an alternative address.

Delivery delays may occur because of carrier volume, weather, public holidays, service disruptions or regional conditions. If tracking has not updated for several business days, please contact us and we will review the available information.

If tracking shows delivered but you cannot locate the parcel, please check safe places around the delivery address, ask household members or neighbours and contact the carrier where appropriate. If the parcel still cannot be found, contact us with your order number and tracking number.

If your parcel appears lost, stolen, damaged or significantly delayed, please contact us through the Contact Us page with your order number and tracking number.

We will review the information available and may investigate with the carrier. Please keep any damaged packaging and take clear photos if your parcel arrives damaged.

If you authorise a carrier to leave your parcel unattended, the parcel may be left in the location selected or considered safe by the carrier. Please consider whether your delivery address is suitable for unattended delivery.

If your order contains a pre-order item, the dispatch timing shown on the product page will apply. If your order contains both in-stock and pre-order items, we may ship everything together once all items are available unless split shipping is offered at checkout.

If a major delivery disruption affects your order, we may notify you by email or publish an update on our website.