Shipping Information
Everything you need to know about our shipping process and policies at Borneosignaturestuff Australia.
Shipping within Australia
Borneysignaturestuff Australia ships throughout Australia via Australian Post. We currently do not ship parcels outside of Australia. For Sabahan and Malaysian customers in New Zealand, please message our business page on Instagram or via Whatsapp business to get a quote for international shipping.
Free Shipping & Upgrade Fees
Free standard shipping for orders above $100
Free express shipping for orders above $120
Please note that shipping costs for outside Australia will vary and may apply some extra costs.
Shipping fee applies below $120 order for express shipping & 100$ for standard shipping respectively. $15 standard shipping and $19 express shipping.
Additional upgrade fee for shipping that you need to know:)
Our free standard shipping $100 above and express shipping $120 policy also extends to foodie products when ordered by itself or mixed with beauty products but please note due to the varied sizes of foodies we will be charging an additional upgrade fee with every order so we can continue to provide the quality shipping rates to all our customers.
Our additional rates will be as below:
1. Medium box upgrade $5 additional for standard or express orders.
2. Large box upgrade $7 additional for standard or express orders
3. Extra large box upgrade $9 additional for standard or express orders
Additional Shipping Details
Our free shipping policy extends to foodie products when ordered by themselves or mixed with beauty products. Due to the varied sizes of foodie items, an additional upgrade fee will be charged with every order to maintain our quality shipping rates. Rates are $5, $7 and $9 for Medium, Large and Extra Large boxes respectively. If your foodies and beauty weight is more than 5kgs then we may contact you to pay for an additional shipping box or satchel. All shipping upgrade fees must be paid and clear before we ship out any parcel.
SAFE DROP
Australia Post may contact you offering safe drop – if you accept this we do not take responsibility for the package. We pack all your items with very secure packaging, however If you have received an item that is damaged or a liquid item that has leaked the process for compensation is to take it to the nearest post office with the contents and packaging as it is.
Once they assess and deem our packaging was done correctly they will process a damaged item claim and give us compensation back so that we can replace/credit/refund the item for you. If you do not take this to the nearest post office for assessment we will not be able to replace/credit/refund you for the item.
Delivery & Order Information
How does delivery works?
ORDER RECEIVED
When we ship the order you will receive a confirmation email with a tracking number. It is important to provide an email address when placing your order as Australia post send tracking notifications via email once it is on the way and ready to be delivered. Please don’t stress if there are no scan events within the first 48 hours – the system can take a day or so to catch up.
If your order does not arrive within 12 business days, please contact us so that we can follow it up with Australia Post.
SHIPPING
We Ship from Melbourne and use Australia Post for all our deliveries, we currently ship only within Australia as per now. For all express shipping options you can expect your parcel to arrive within 2-7 business days and for standard shipping options you can expect your parcel to arrive within 5-12 business days once dispatched.
- We do process all orders within 48 hours once the order and payment is received.
- We only ship orders Wednesday, Thursday and Friday only.
- The Australian post driver will sometimes knock or leave the parcel if safe to do so if there is no one to receive it, if not safe they will take it to the nearest post office for collection.
- Please ensure your address, contact number and email address (for tracking notifications) is accurate and correctly entered as we are not liable for incorrect details that will be entered.
- We deliver to PO BOX & Parcel Lockers. If using Parcel Lockers, please make sure to include the street address of the Parcel Locker location.
Lost or Stolen Parcels
Please note we are not liable if your parcel is lost or stolen once the tracking confirms that the parcel has been delivered to your address. If you require some assurance then we recommend adding insurance cover (price amount varies on the order value) or signature on delivery on top which is an additional $3.
INSURANCE COVER
If Australia post lose a parcel in transit or deliver it to an incorrect address then we can only compensate you once they give us a refund, e.g. if your order is worth $50 then they can compensate that back however if it more than $100 Australia Post can only compensate up to $100. If the total value of your order is higher than $100 we reckon you to buy insurance cover for a smooth transaction as we will not be liable.
Returns & Exchanges
We offer returns or exchanges within 7 days of receiving your order. We only replace items if we sent you the wrong products.
You can return your product for a store credit, a different product, or a refund to the original payment method.
If a parcel is returned to the Borneo Signature Stuff Australia because it was unclaimed or had the incorrect address submitted with the order, the customer is responsible for an additional handling & postage fee of $19 to have it re-delivered to their address.
- Please note that you will shoulder the shipping for any item that you would like to return.
- If you prefer a refund on the returned parcel, we will deduct $19 off the total order amount (excluding Express Shipping charges) to cover handling & postage fees. We are not responsible for unclaimed or incorrectly addressed parcels and do not offer replacement packages.
Cancellations & Conditions
1. We cannot cancel an order for a change of mind.
2. If you do decide to cancel your order and you can give us a good reason to cancel within 24 hours we could cancel and offer a refund, however there will be 2 charges that we will be charging/adjusting before we issue the refund.
3.We will minus the appropriate merchant fees for cancelling your order if you paid via afterpay we will minus 7% fees of your total order value or 4% fees fees of your total order value if paid by credit/debit or any other card transaction. These charges are non refundable by the merchant once you checkout hence we need to pass this onto you.
3.On top of the merchant fees there will be an additional administration/packaging fee charge incase your order is fully packed for a maximum value of $17 regardless of order value. We cannot offer cancellations of any orders after 24 hours of it being placed.
Conditions on requesting for a refund may include:
- Discounted/Sale items are final and cannot be returned or exchanged or refunded.
- Perishable good such as food items cannot be returned.
- Returned items must have tags/seals still on and be returned in the original packaging
- Returned items must have no visible signs of wear or use.
Need Assistance?
If you have any questions or need help with your order, don't hesitate to reach out to us. We're here to ensure your experience with Borneosignaturestuff is exceptional.
To initiate a return or exchange, please follow these simple steps below:
* Message us on Whatsapp Or Instagram at Borneo signature stuff (MBH Digital Store) and tell us the reason for your returns, exchange or refund.
* If confirmed that there was an error on our part, we will accept the return with 100% refund or exchange.
* Choose the products you wish to return or exchange from your order.
* Send all items back to us and keep us up to date when sent back so we can keep a track for the refunded order.
* Refunds if applicable will be processed as soon as items returned have been received and inspected that they were in the original condition as sent.