1. Order Processing

Orders are processed once payment has been received.

Non-prescription orders placed before 12:00 pm Australian Eastern Time (AET) on a business day will generally be dispatched the same day. Orders placed after this cut-off, on weekends or on public holidays will be processed on the next business day.

During peak periods, including Black Friday, Boxing Day and public holidays, please allow an additional 1–2 business days for processing.

Prescription lenses and made-to-order products may require additional processing time. The relevant timeframe will be shown on the product page or confirmed after your order is placed.

You will receive an order confirmation at the email address provided at checkout. If you do not receive it, please check your junk or promotions folder.

Please check your delivery details carefully before placing your order. Once an order has been dispatched, we may not be able to change the delivery address.

2. Shipping Within Australia

Australian orders are dispatched from our Australian fulfilment centre and delivered by Australia Post or another selected carrier. Deliveries generally take place Monday to Friday, excluding public holidays.

Delivery times are estimates from the date of dispatch and do not include order processing time.

Deliveries to remote and regional locations, including parts of the Northern Territory, regional Western Australia and regional Queensland, may take an additional 1–3 business days.

3. Shipping to New Zealand

We currently offer Standard Tracked Shipping to New Zealand.

New Zealand orders may be delivered by DHL, Aramex or another selected carrier. Estimated delivery times are calculated from the date of dispatch and do not include order processing or customs clearance.

Orders may be subject to customs duties, import taxes, GST or other charges imposed by New Zealand authorities. Where these charges are not collected at checkout, they are the responsibility of the customer.

AUSOLEIL does not determine or control these charges. Customers are responsible for completing any required customs procedures and paying any applicable charges. Customs clearance may delay delivery.

4. Authority to Leave

Where available, deliveries may be made under an Authority to Leave arrangement. If no one is available to receive the parcel, the carrier may leave it in a location they consider safe at the delivery address.

If the carrier cannot identify a suitable location, the parcel may be taken to a nearby post office or collection point.

Please ensure that your delivery address is complete and accurate. Once a parcel has been handed to the carrier, AUSOLEIL cannot guarantee where it will be left or redirect it to another address.

5. Order Tracking

Once your order has been dispatched, we will send a shipping confirmation email containing your tracking number or tracking link.

Tracking details may take up to 24 hours to become available. If you cannot find the shipping confirmation, please check your junk or promotions folder.

You can also track your parcel through the relevant carrier:

• Australia Post: Track your parcel

• DHL New Zealand: Track your parcel

• Aramex New Zealand: Track your parcel

6. Shipping Protection

Shipping protection is included with every order at no additional charge. It applies to eligible cases where a parcel is lost, stolen or damaged in transit.

If there is an issue with your delivery, please contact us within seven days of the estimated delivery date. We will review the tracking information and may ask for photographs or other supporting information before arranging a replacement or another appropriate outcome.

Shipping protection does not apply where a delivery issue results from an incorrect or incomplete address provided at checkout.

7. Damaged Parcels

If your order arrives damaged, please contact us within 48 hours of delivery and provide:

• Your order number

• A description of the damage

• Clear photographs of the product and packaging

Once we have reviewed the information, we will arrange a replacement or another appropriate outcome.

8. Missing Items

If an item is missing from your parcel, please contact us within two business days of delivery. Include your order number and details of the missing item.

9. Lost Parcels

Please contact us if your tracking information has not been updated for:

• 10 business days for deliveries within Australia

• 21 business days for deliveries to New Zealand

We will raise an enquiry with the carrier. If the parcel is confirmed as lost, we will arrange a replacement or another appropriate outcome.

10. Incorrect Items

If you receive an item you did not order, please contact us with your order number and a photograph of the item received. We will provide return instructions where required and arrange for the correct item to be sent.

11. Delivery Delays

Delivery times are estimates only and cannot be guaranteed. Delays may occur due to severe weather, customs clearance, incorrect address details, carrier disruptions, peak periods or other circumstances outside our reasonable control.

We will assist with tracking enquiries where reasonably possible. Nothing in this policy limits any rights or remedies available under applicable consumer law.

12. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you are entitled to choose a refund or replacement. You may also be entitled to compensation for any other reasonably foreseeable loss or damage. For a minor failure, we may choose to repair or replace the product within a reasonable time.

The notification periods set out in this policy help us investigate and resolve delivery issues promptly. They do not limit any rights you may have under the Australian Consumer Law.

For further information, please visit the Australian Competition and Consumer Commission website.

13. Contact Us

If you have any questions about shipping or delivery, please contact us:

Email: support@ausoleil.com.au
Website: ausoleil.com.au

We aim to respond within 24 hours on business days.

AUSOLEIL may update this Shipping & Delivery Policy from time to time. Any changes will take effect when the revised policy is published on this page.