Shipping policy
Shipping Policy
Thank you for shopping with Once Dear. We take great care in preparing and dispatching every order so that your purchase arrives safely and securely.
This Shipping Policy applies to purchases made through www.shoponcedear.com and should be read together with our Returns & Refunds Policy and Terms of Service.
Order Processing
Orders are generally processed and dispatched within 1–3 business days following confirmation of payment.
Orders placed on weekends or Australian public holidays will generally begin processing on the next business day. During promotional periods, public holidays or other periods of high order volume, processing times may be longer.
Once your order has been dispatched, you will receive shipping confirmation and tracking information using the contact details provided with your order.
Please note that processing times are separate from estimated carrier delivery times.
Australian Shipping
Once Dear ships orders throughout Australia using tracked delivery services.
Available shipping methods, applicable shipping charges and any complimentary shipping offers will be displayed at checkout where applicable.
Due to the nature and value of the items we sell, Once Dear may require signature on delivery and/or additional delivery confirmation for certain orders.
Where signature on delivery is required, we recommend providing a delivery address where someone will be available to receive the parcel.
International Shipping
International orders are shipped DAP (Delivered at Place). Import duties, taxes, customs charges, brokerage fees and any other destination-country charges are not included in the purchase price or shipping fee and are the buyer’s responsibility. Once Dear cannot estimate or reimburse these charges. Orders refused or left unclaimed because of unpaid import charges are not eligible for a refund until the item is returned to us, and any return shipping, customs charges or carrier fees incurred may be deducted from the refund where permitted by law.
Shipping Insurance
For higher-value orders, Once Dear may arrange additional shipping insurance or use a delivery service appropriate to the value of the item.
Where shipping insurance or additional security is included or required, any applicable charge will be disclosed at checkout or prior to dispatch where appropriate.
Delivery Timeframes
Delivery estimates provided at checkout, by Once Dear or by the relevant shipping carrier are estimates only.
Actual delivery times may be affected by circumstances outside our reasonable control, including carrier delays, weather events, public holidays, service disruptions and other unforeseen circumstances.
Once Dear will provide tracking information where available so that you can follow the progress of your delivery.
International Shipping
Where international shipping is available, shipping rates and available delivery services may vary depending on the destination and value of the order.
International customers are responsible for ensuring that an item can legally be imported into their destination country.
International orders may be subject to customs processing and additional delivery delays outside Once Dear’s control.
Customs Duties, Taxes & Import Charges
International orders may be subject to customs duties, import taxes, GST/VAT, brokerage charges or other fees imposed by the destination country or relevant authorities.
Unless expressly stated otherwise at checkout, these charges are not included in the purchase price or shipping fee and are the responsibility of the customer.
Once Dear does not control these charges and cannot guarantee the amount that may be payable.
Customers are responsible for complying with the customs and import requirements applicable to their destination.
If an international parcel is refused, abandoned or returned to Once Dear because the recipient fails to pay applicable customs duties, taxes or other import charges, any refund or other resolution will be determined in accordance with applicable law and our Returns & Refunds Policy. Any non-refundable shipping, customs, carrier or return-to-sender costs incurred may be deducted from any amount otherwise refundable where permitted by law.
Shipping Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please carefully review your shipping details before completing checkout.
If you notice an error in your delivery address, please contact us at info@shoponcedear.com as soon as possible.
We will make reasonable efforts to assist if the order has not yet been dispatched. However, we cannot guarantee that an address can be changed once an order has entered the fulfilment or shipping process.
For security reasons, Once Dear may be unable to redirect certain high-value shipments after dispatch.
Returned to Sender & Failed Delivery
If an order is returned to Once Dear because of an incorrect or incomplete address, repeated unsuccessful delivery attempts, failure to collect the parcel, refusal of delivery or another circumstance attributable to the recipient, the customer may be responsible for reasonable additional shipping and handling costs required to resend the order, to the extent permitted by law.
Once the parcel has been returned to us, we will contact you regarding the available options.
Tracking
Tracking information will be provided once your order has been dispatched where tracking is available.
Please allow reasonable time for the carrier’s tracking system to update after receiving your dispatch confirmation.
Customers are encouraged to monitor tracking information and make appropriate arrangements to receive high-value deliveries.
Lost, Delayed or Missing Parcels
If your tracking information has not updated for an unusual period of time, your parcel appears to be significantly delayed, or you believe your parcel has been lost in transit, please contact us at info@shoponcedear.com.
Once Dear will assist in making reasonable enquiries with the relevant shipping carrier and, where applicable, submitting a claim or investigation.
Please contact us promptly if you believe there is an issue with your delivery.
Damaged Parcels
If your parcel arrives visibly damaged, please photograph the external packaging before opening the parcel where reasonably possible.
If the item itself has been damaged during transit, please contact us as soon as possible and provide:
- Your order number;
- Photographs of the external packaging;
- Photographs of the internal packaging;
- Clear photographs and/or video showing the damage to the item; and
- Any other information reasonably required to assist with a carrier or insurance claim.
Please retain all original packaging while the matter is being investigated.
Delivery Confirmation
Where carrier tracking records an order as delivered but you cannot locate the parcel, please check the delivery location and with other members of your household, building management or other authorised recipients where applicable, and contact the relevant carrier.
You should also contact Once Dear promptly so that we can assist with reasonable enquiries regarding the delivery.
Any claim concerning a missing delivery will be assessed based on the circumstances, available tracking information, carrier investigation and applicable consumer law.
High-Value Orders & Fraud Prevention
To protect our customers and Once Dear, additional verification may be required before certain high-value orders are dispatched.
We reserve the right to temporarily hold an order while reasonable payment, identity or delivery information is verified.
For security reasons, we may also require an order to be delivered to the verified address associated with the transaction or use additional signature or delivery confirmation requirements.
Personal Sourcing & Consignment Items
Unless otherwise agreed, orders purchased through our Personal Sourcing or Consignment services are subject to this Shipping Policy.
For Personal Sourcing orders, shipping, insurance, international freight, customs duties, import taxes and other applicable third-party acquisition or delivery costs may be additional to the item’s purchase price and Once Dear’s sourcing fee.
Any specific shipping arrangements agreed as part of a Personal Sourcing or Consignment transaction will apply in addition to this Shipping Policy.
Pre-Loved & Vintage Items
Once Dear specialises in pre-loved and vintage luxury items.
Signs of previous use, age, storage or wear that were disclosed or reasonably apparent from the item’s listing and photographs are not shipping damage.
Please review the item’s description, condition report and photographs carefully before purchasing.
Australian Consumer Law
Nothing in this Shipping Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy available to you under the Australian Consumer Law or any other applicable law that cannot lawfully be excluded or restricted.
Contact Us
For questions regarding shipping or an existing delivery, please contact:
Once Dear
Email: info@shoponcedear.com
Website: www.shoponcedear.com
IG: @shoponcedear