Frequently Asked Questions

How long will my order take to arrive?

We use Australia Post e-parcel which takes approximately two to four days to deliver to Sydney, Melbourne & Brisbane, a little longer to South Australia and up to seven working days to Western Australia. Please note Australia Post does not operate on weekends.

Please note this does not apply to weekend orders as well as peak sale periods and peak holiday seasons with Australia Post. Orders may be delayed by up to 48 hours during these periods. Orders placed between 10am Friday and 10am AEST Monday are considered weekend orders.

Delivery timeframes can vary over the public holiday periods due to overwhelming demand on postal services. Please expect delays on estimated delivery times and customer service response from delivery providers. Thank you for your consideration.


How much is postage?

We charge a flat rate of $7.95 within Australia and we offer free shipping for all orders over $50 within Australia. We also offer international shipping, please select your country to see the price as it varies.


Can I have my order Express Posted?

Yes, we also offer an Express Post option at our check-out. Please note that selecting this Express Post option does not guarantee next day delivery. While we will send it using the Startrack Express service, we can not refund the postage cost to you if Startrack do not deliver the next day.


*We cannot upgrade your order to express shipping once placed with standard shipping.

Please note: Startrack cannot deliver to Parcel Lockers, so please supply an alternate address if selecting Express shipping.

Packages to WA that are particularly heavy - over 2kg - will incur an additional charge for Express Shipping.


How can I track my order?

Once your order is dispatched you will receive an email with your tracking number. To track your order, simple enter this number into the Australia Post tracking website. This link is also in the email.


Do you ship internationally?

Yes, we ship worldwide! Please note that the shipping costs to each country vary. The cost will be shown at checkout upon selection.

Please note that all import duties, taxes and charges are unable to be included in the item, shipping and handling costs. These charges are the buyer's responsibility. Please check with the customs office in the destination country to determine what these additional costs will be before proceeding with purchase.


What happens if I entered the wrong delivery information?

Unfortunately, we can not change any order information once your order has been processed. Please ensure the correct post codes are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.

You will receive your tracking information once dispatched. Please sign up to the MyPost tool auspost.com.au/mypost/ to redirect your parcel.

If for any reason you do enter the wrong address, this can delay the package by up to 4 weeks but Australia Post will eventually return the package to us.


What happens if my package goes missing?

If your package has been 'stuck in transit' for longer than expected please let us know so we can lodge a 'missing package investigation' with Australia Post. Every missing package will be assigned a unique case number by Australia Post and can take up to 2-4 weeks to locate.

If the package was delayed due to an incorrect or incomplete address, the item should be returned to us. To have this package resent to the correct address, there will be a $9.95 postage fee.


What if you are unable to send an item I have ordered?

In the rare instance that we are unable to supply an item on your order, rather than delay dispatch we will send all other items and provide a refund for the value of the short supplied item. You will be notified of this via email and we will let you know the date that the item will be back in stock.


What is Andalou's return policy?

We make every effort to ensure that your purchase arrives to you in perfect condition. Should you experience a problem with your order, please contact us at info@andalou.com.au or 1300 246 504 and we will do our utmost to resolve any issue.

Andalou does not have to provide a refund if you simply change your mind on an item, so please choose carefully.

Should you wish to make a claim relating to your product for (1) damaged in transport or (2) incorrect goods received. We advise this must be done within 24 hours of receiving your goods by telephone or email.

After confirming claims when receiving the returned goods at our warehouse, we shall then promptly (a) re-supply the item(s) or (b) credit the relevant invoice appropriately. Importantly it is always the customer’s responsibility to review the goods received prior to their opening.

Goods received, even in the event of incorrect supply, shall only be returned for re-supply or credit if the goods are unopened & in their original condition.


How do I know if my order has been successful?

You should receive an order confirmation once you have placed and paid for your order. If for any reason the payment didn’t go through, we will send you an email to let you know and give you some easy payment options.


I have been sent an incorrect item/there is something missing?

If there is an issue with your order (incomplete or incorrect), please email the following information to info@andalou.com.au as soon as possible, and will be guide you through the replacement process.

- Your order number

- The item you ordered

- the incorrect item you received