Shipping Policy

Processing orders

Orders are prepared and dispatched from South Australia.

We aim to dispatch orders within two to five business days. During releases, sales, sourcing journeys, public holidays or unusually busy periods, preparation may take longer. If a significant delay affects your order, we will contact you using the details provided at checkout.

Orders placed on weekends or public holidays begin processing on the next business day.

Packaging

We aim to send orders with the smallest practical environmental impact. We use recyclable, reusable, compostable or plastic free packaging wherever practical while still protecting the contents of your order.

Shipping within Australia

Australian orders are generally sent through Australia Post unless another carrier or arrangement is stated at checkout.

Estimated delivery after dispatch is usually five to fourteen business days. Rural, remote and island locations may take longer.

Delivery times are estimates rather than guarantees. Weather, public holidays, carrier disruptions and events outside our reasonable control can cause delays.

International shipping

International availability and shipping charges depend on the destination and the products ordered. Available services and costs are shown at checkout.

International delivery commonly takes ten to twenty five business days after dispatch, but customs processing and local delivery conditions may extend this timeframe.

The customer is responsible for any import duty, tax, customs charge or local handling fee imposed by the destination country, unless the checkout clearly states that these charges have already been collected.

Customers are responsible for checking whether tea, plant material, incense or another ordered product may legally be imported into their destination. If you are unsure, contact the relevant customs authority before ordering.

Tracking

Where tracking is included with the selected service, the tracking details will be sent to the email address or phone number provided at checkout.

Some economy or international services may provide limited tracking. Any limitations will be shown at checkout where possible.

Address accuracy

Please check your name, delivery address and contact details carefully before completing your order.

If you notice an error, contact us immediately via our email. We will try to update the address before dispatch, but an address cannot always be changed once a parcel has entered the delivery network.

If an order is returned because an incorrect or incomplete address was supplied by the customer, we may ask the customer to pay the reasonable cost of sending it again. This does not apply when the address error was caused by Story of a Stone.

Delayed, missing or damaged parcels

If a parcel is significantly delayed, appears to be missing or arrives damaged, contact us via our email with your order number and any available photographs.

We will review the matter and, where appropriate, contact the delivery provider. We will work with you to provide any remedy required under the Australian Consumer Law.

Split deliveries

In some circumstances, an order may be sent in more than one parcel. If this occurs, we will provide the available delivery information for each parcel.