Shipping Policy

Shipping Information

Free Shipping Offer:

Spend over AUD$200 on Bespoke Hearts items to receive complimentary standard domestic shipping within Australia. Items are categorised by weight automatically in the system and larger/heavier items (such as rugs and large bags) are excluded from this offer. Refer to product descriptions for exclusions. Shipping costs will be shown in your shopping cart. 

Please Note: No free shipping thresholds will apply during peak sale events like Black Friday and Boxing Day sales.

Expected Delivery Timeframes: 

As we are a small business located in Regional Australia, we aim to dispatch all orders within 2 working days from our warehouse and express delivery as quickly as possible.  However, please allow for up to 5 working days.  Estimated delivery timeframes are for items listed as ‘in stock’ at time of purchase only. Pre-orders have longer delivery times. Refer to the pre-order section of this policy.

Domestic Shipping (Australia Wide): 

Items will be sent to the shipping address you provide when placing your order. A physical street address for delivery must be provided. Please note, we do not ship to PO boxes. We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination.

Delivery Charges: 

Our shipping rates are dependent on the physical weight and size of the items in your purchase order. Our delivery fees will be displayed at the checkout prior to payment and order completion. Please review these before you confirm your order - you can select from standard or express delivery options. 

Any delivery date or time specified is a best estimate only. Bespoke Hearts is not liable for any loss or damage suffered by you through any reasonable or unavoidable delay in delivery.

All tracking information will be sent to you via email once your order has been dispatched. Please check this for all information regarding tracking your order as this will have the most accurate and up to date information available.

If your parcel is more than 15 business days late, please contact us at hello@bespokehearts.com and we can help to lodge an investigation. We appreciate your patience, and we always do our best to assist as you whilst you await your delivery.

Dispatch

Every order is carefully packaged by the Bespoke Hearts team with love (and hearts) in compostable materials. As a small business, we ensure that all orders made on weekdays are packed and dispatched within two business days. Orders placed on Saturdays, Sundays, or Public Holidays will be sent out the next business day.

We are dedicated to dispatching your order as quickly as possible.  However, please allow an extra 1-3 business days for your order to be dispatched during busy sales or product launch days.

Tracking & Delivery

All Bespoke Hearts purchases are tracked. As soon as your parcel has been dispatched, you will receive a tracking notification via email. Please check your junk inbox if you have not received the email or contact us  at hello@bespokehearts.com

All parcels require signature on delivery which is automatically included in your shipping cost. In the event that no one is able to sign for your parcel, the courier will leave a card for you to make a collection from the nearest Post Office or in circumstances arrange redelivery.

Due to large volumes across the network, Australia Post and couriers in some circumstances have been leaving some parcels without signature. We highly recommend selecting a daytime address where someone will be available to sign for your delivery and keep an eye on the tracking information. We are not responsible for packages that are left without signature, Insurance claims would be required directly with Australia Post or the Courier company. 

All Australia wide orders are sent with Australia Post and can be tracked here.

All International orders are sent by various companies depending on your location. Please refer to your email with tracking details. 

Click & Collect 

Currently, Bespoke Hearts is unable to provide a click and collect service.

Pre-orders

Preorder items will be shipped according to the timeframe provided in the product information. If we do encounter any unexpected delays, we will do our best to notify you at our earliest convenience.

Please note, if you purchase any items in addition to your pre-order, they will be shipped together with your preorder item once it arrives in store. If you wish to have these items shipped separately, please place a separate order. Alternatively, if you've already placed an order and would like the additional items shipped separately from your preorder, please email us at hello@bespokehearts.com and we will issue a separate shipping invoice for you.

Duties & Taxes

The shipping cost added to your order at the time of checkout does not include possible taxes and duties, which may be applied by customs in the country where the order originated.

The responsibility for any customs duties, foreign taxes or other fees which may be imposed, will rest with the customer. Please note that with Australian export regulations, we are required to declare the exact value of all items and identify the order as dutiable merchandise.

Please contact your local Customs Office for further information or estimations on these costs.

Refused Shipments

If you refuse a shipment from Bespoke Hearts, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package back to Bespoke Hearts. This amount will be deducted from your merchandise credit in line with our return policy.

Lost or Damaged Goods

In the rare event that your order appears to be lost or is damaged in transit, please contact our team at hello@bespokehearts.com as soon as possible so we can best assist you. Please let us know your name and order number as well as attach any relevant photos so we can discuss the issue with the shipping company. 

Packaging

All purchases from Bespoke Hearts are shipped in recyclable packaging. Certain products come in calico drawstring bags designed for ongoing use. These bags are made to be used repeatedly, promoting recycling and providing lasting pleasure.

Our packaging materials include acid-free tissue paper, recycled paper stickers and tape, and mailing satchels are 100% biodegradable and compostable. These satchels are designed to be reused and resealed for any returns you may have. Prioritising environmental consciousness through our commitment to sustainable packaging practices is a core value for Bespoke Hearts. 

Please reach out to hello@bespokehearts.com if you have any questions relating to this shipping policy and we will be happy to assist. 

Black Friday Sales

All Black Friday orders will incur a delivery cost. Please allow up to 5-7 business days for your order to be dispatched. We will be working around the clock to get your orders delivered with all of our love.

Any items purchased during the Black Friday promotional period are NOT eligible for returns or exchanges. If there are any defects, damages or if you have received the wrong item, please contact us immediately via hello@bespokehearts.com.

  • All items are strictly final sale. Items will not be eligible for returns or exchanges under any circumstances. Please view the full return policy prior to finalising your purchase.

  • Free gifts will be given with each purchase while stocks last.  

  • Exclusions: Neon Dune products.

  • Prices as marked. Code will automatically be applied at checkout.

  • Cannot be used in conjunction with any other discounts or offers.

  • No free shipping thresholds will apply during the sales period.  

  • Strictly no changes/amendments can be made to your order once placed.