1. Order Processing

Coco Marlowe works with international third-party fulfilment and logistics partners to prepare and dispatch orders. Orders are generally processed within 1-3 business days, Monday to Friday, excluding public holidays.

During high-demand periods, sales events, Black Friday, Christmas, product launches or exceptional logistics disruption, processing may take slightly longer because of order volume.

2. Shipping Options

Standard Shipping - FREE. Eligible Australian orders are shipped at no additional delivery charge and enter our standard fulfilment queue.

Priority Processing - A$9.95. Orders placed with Priority Processing are given priority within our fulfilment centre and are prepared for dispatch as soon as reasonably possible.

3. Estimated Delivery Times

Once an order leaves our fulfilment centre, the estimated transit time for Australia is generally 5-12 business days.

These timeframes are estimates based on normal logistics conditions and are not guaranteed delivery dates. Exceptional circumstances - including customs controls, severe weather, carrier congestion, public holidays, force majeure or other events outside our reasonable control - may cause delays.

In exceptional cases, delivery may take up to 20 business days. If your order exceeds this maximum timeframe, contact hello@cocomarlowe.com so that we can investigate and provide an appropriate solution.

4. International Fulfilment

Orders may be dispatched directly from an international fulfilment centre or logistics partner. The country of dispatch, logistics route and last-mile carrier may vary depending on the product and shipment.

5. Duties, Import Charges and DDP

If a carrier unexpectedly requests an import-related payment, contact hello@cocomarlowe.com before making the payment where practicable so that we can investigate the shipment.

6. Address Accuracy and Order Changes

Customers are responsible for providing a complete and accurate delivery address, email address and telephone number at checkout.

Because orders may be transmitted to our fulfilment partner shortly after purchase, cancellation or address changes cannot be guaranteed once processing has begun. Contact hello@cocomarlowe.com as soon as possible if a change is required.

Once a parcel has entered the carrier network, Coco Marlowe may be unable to redirect it.

7. Order Cancellations

A cancellation request is not effective merely because it has been sent. Coco Marlowe will confirm whether the order can still be stopped before fulfilment.

If the order has already been processed or dispatched and cannot reasonably be cancelled, the customer must ordinarily receive the parcel and, if eligible, follow the Refund, Returns & Exchanges Policy.

8. Tracking

Once tracking becomes available, it will be added to the order and may be communicated by email or through Coco Marlowe's shipment-notification services.

Tracking events can take time to update after dispatch or when a parcel transfers between international and local carriers.

9. Multiple Parcels

An order containing multiple items may occasionally be split into more than one parcel because of product availability, fulfilment routing or logistics efficiency. Separate tracking numbers may be provided.

10. Failed Delivery and Unclaimed Parcels

Customers are responsible for monitoring tracking and reasonably cooperating with carrier delivery or collection requirements.

If delivery fails because of an incorrect or incomplete address, repeated absence, failure to collect a parcel within the carrier's deadline, an invalid contact number or another circumstance attributable to the customer, reasonable additional re-shipping or handling costs may apply.

If the parcel is recovered and the customer requests re-shipment, the customer may be required to pay the applicable re-shipping cost, even where the original Standard Shipping was free.

Where a parcel is returned, abandoned, destroyed or otherwise affected by a failed delivery, Coco Marlowe will assess the actual status of the goods and costs incurred before determining the available next step. Nothing in this section excludes rights that cannot lawfully be excluded under the Australian Consumer Law.

11. Loss, Delay or Delivery Problems

If tracking indicates a delivery issue, contact hello@cocomarlowe.com. We may ask you to confirm the delivery address, check with household members or neighbours, contact the local carrier, or provide information reasonably required for an investigation.

Coco Marlowe will work with its fulfilment and logistics partners to investigate missing or materially delayed shipments and will provide a remedy where required by applicable law or our published commitments.

12. Contact

Shipping and delivery enquiries should be sent to hello@cocomarlowe.com.