Shipping & Delivery
From our workshop in Bali to your door — here's everything you need to know about getting your piece to you.
Where do you ship to?
We ship to Australia, the United States, the United Kingdom, New Zealand, and the European Union. All orders are shipped from our Australian warehouse.
How long does shipping take?
Delivery times depend on your location:. International orders are routed through our Australian distribution centre, so they take a little longer — but they arrive safely and beautifully packaged.
How much does shipping cost?
AustraliaStandard (3–5 business days): $9.95 AUD, free for orders $250+Express (1–2 business days metro): $14.95 AUDFree shipping on all orders over $250 AUDUnited StatesStandard (12–20 business days): $14.95 USD, free for orders $175+Express (5–10 d
When will my order be dispatched?
We dispatch Monday to Friday. Orders placed before 2:00 PM AEST ship the same day. Orders placed after 2:00 PM AEST ship the next business day. Orders placed on Friday afternoon through Sunday will be dispatched on Monday.
How do I track my order?
You'll receive an email with your tracking number and a link to follow your shipment as soon as your order is dispatched — usually within 2 hours of carrier handoff. You'll also get notifications when it's out for delivery and when it's been delivere
My tracking hasn't updated — should I be worried?
Not at all. Tracking can take 24–48 hours to update after dispatch — carriers don't always scan packages immediately. This is completely normal, especially for international shipments. If there's still no movement after 72 hours, get in touch and we'
My order seems late — what should I do?
First, check your tracking link. If your order is still within the expected delivery window, it's likely on its way. Carriers occasionally experience minor delays. If it's past the expected delivery window, contact us and we'll investigate with the c
I think my order is lost — what happens now?
If your order hasn't arrived 15+ business days past the expected delivery date, we treat it as urgent. We'll file a carrier claim and arrange an express replacement at no extra cost to you — you won't be out of pocket. We'll keep you updated every 48
Will I be charged customs duties or taxes?
All prices include duties and taxes — no surprise charges on delivery. Our pricing is delivered duty paid (DDP), so what you see at checkout is what you pay. There are no additional fees when your order arrives.
What carriers do you use?
Australia: Australia Post and DHL ExpressUnited States: Australia Post International and DHL ExpressUnited Kingdom: Australia Post International and DHL ExpressNew Zealand: Australia Post International and DHL ExpressEuropean Union: Australia Post In
What's included in my package?
Every order arrives in premium packaging designed to reflect the Merchants® experience: a branded Merchants box made from 100% recycled materials, a sugarflex pouch to protect your piece, a branded thank-you card and a product care card with tips for
My order arrived damaged — what do I do?
We're sorry to hear that. Please send us photos of both the item and the packaging within 7 days of delivery. You'll have the choice of a full replacement or a full refund — no need to return the damaged item. We'll sort it out straight away.