Shipping policy

Last updated: 10 November 2025
Dispatch location: Brisbane, Australia (AEST/AEDT)

Processing Times

  • Orders are packed within 1–2 business days of receiving payment (Mon–Fri, excluding public holidays).
  • Same-day cut-off: 12:00 pm AEST. Orders placed after this time will be processed on the next business day.
  • Pre-orders and backorders ship on the estimated date displayed on the product page. If your order contains both in-stock and pre-order items, they will be shipped together unless you request a split shipment.

Delivery Times & Services

All parcels are shipped via Sendle, unless otherwise agreed in writing or required for remote delivery areas.

Australia

  • Standard delivery: 2–8 business days
  • Express delivery (where available): 1–4 business days

New Zealand

  • Standard international delivery: 5–12 business days
  • Express international (where available): 3–7 business days

Delivery timeframes are estimates and may vary due to customs processing, weather events, or seasonal demand.

Order Tracking

A Sendle tracking link will be emailed or sent via SMS once your order has been dispatched. Tracking information may take up to 48 hours to activate.

Address Changes & Delivery Issues

  • Please ensure your delivery address is correct at checkout. Once your parcel has been collected by Sendle, we cannot amend or redirect the shipment.
  • Parcels returned due to an incorrect or undeliverable address can be resent (additional postage applies) or refunded minus original shipping fees.
  • Authority to Leave (ATL): If you select ATL, you accept full responsibility once Sendle marks the parcel as delivered.

Lost, Delayed, or Damaged Parcels

If your order appears delayed, lost, or arrives damaged:

  • Contact us within 7 days of the expected delivery date, or within 48 hours for damaged items.
  • For damaged parcels, please provide clear photographs of the item and packaging so we can assist with a replacement or Sendle claim.

New Zealand Customers – Duties, GST & Possible Additional Fees

New Zealand Customs may apply import duties, GST, or customs clearance fees depending on the value of your order, the product type, or if the shipment is selected for assessment. These charges are determined by New Zealand Customs and are the customer’s responsibility.

For more information on duties and taxes for NZ-bound parcels, please refer to Sendle’s official guidance:
https://support.sendle.com/hc/en-us/articles/360001465312-International-rates-duties-and-taxes

Split Shipments

If you would like in-stock items shipped before pre-order or backordered items, you can request a split shipment. Additional shipping fees may apply.

Holiday & Sale Periods

During peak periods (e.g., Black Friday, Christmas, and public holidays), processing and delivery times may be extended. Any known delays will be communicated on our website.

Contact

For all shipping enquiries, please email support@kopucollection.com with your order number.