Shipping policy

Last updated: 21 August 2026

Thank you for shopping with Coven of Genesis. Orders are prepared and packed in Victoria, Australia.

This Shipping Policy explains our processing, dispatch and delivery conditions. By placing an order requiring delivery, you agree to this policy.

1. Processing Times

Processing time is the period required to prepare an order before it is given to the delivery provider.

Processing time is separate from delivery time.

Processing begins after:

• Payment has been successfully received
• The order has passed any required fraud or payment checks
• All required personalisation information has been supplied
• Any issue preventing preparation has been resolved

Processing times are calculated in business days and do not include weekends or Victorian public holidays.

Estimated processing times are displayed on the applicable product pages.

Many personalised and handmade-to-order products have an estimated processing time of 3 to 5 business days where stated on the product page. Some products may require a different preparation period.

Processing may take longer where:

• The order contains several handmade products
• Personalisation information is incomplete, unclear or contradictory
• The customer requests a change
• Additional verification is required
• Materials must be obtained or replaced
• The order is placed during a sale, launch or peak period
• An event outside our reasonable control interrupts preparation

A processing estimate is not a guaranteed completion date.

2. Orders Containing Multiple Products

If an order contains both ready-made and made-to-order products, the complete order will normally be dispatched when every product is ready.

The longest applicable processing time will generally apply to the complete order.

Coven of Genesis is not required to split an order into multiple shipments.

If a customer requests separate dispatch, additional postage may apply. Separate dispatch is not guaranteed and must be confirmed by Coven of Genesis in writing.

3. Digital Products and Services

Digital products, tarot readings and services supplied electronically do not require physical shipping.

Customers are responsible for providing an accurate email address and checking their inbox, spam folder and filtered folders.

Any physical products included with a digital service remain subject to this Shipping Policy.

4. Shipping Charges

Available shipping methods and charges are displayed at checkout based on the order, delivery address and available carrier services.

Shipping charges may reflect:

• Parcel size and weight
• Destination
• Tracking
• Signature requirements
• Extra Cover or insurance
• Packaging requirements
• Carrier charges

Shipping charges are not refundable merely because the actual carrier charge differs from the checkout amount.

Coven of Genesis may correct a genuine shipping-rate error before dispatch. If a material correction is required, we will contact the customer before proceeding.

5. Australian Shipping

Australian orders are generally shipped through Australia Post. Another suitable delivery provider may be used where reasonably necessary.

The delivery service selected or displayed at checkout applies only after processing is complete and the parcel has been dispatched.

Purchasing Express Post or another faster delivery service does not shorten the processing time for handmade or personalised products.

Delivery estimates provided by Coven of Genesis, Shopify or Australia Post are estimates only unless an express written delivery guarantee applies to the selected service.

6. International Shipping

International shipping availability depends on:

• Destination
• Carrier services
• Product type
• Import restrictions
• Customs requirements
• Current postal disruptions

International delivery times vary and may be affected by customs, destination-country processing and local delivery networks.

Coven of Genesis cannot guarantee a particular international delivery date.

We may decline or cancel an international order if:

• The destination is unavailable
• The selected product cannot legally or safely be shipped
• Carrier restrictions apply
• Customs requirements cannot reasonably be completed
• The delivery risk is unreasonably high
• The address cannot be verified

If an international order is cancelled before dispatch, the affected amount will be refunded.

7. Customs, Duties and Import Charges

Unless expressly stated as included at checkout, the customer is responsible for all:

• Customs duties
• Import taxes
• VAT
• Brokerage charges
• Handling fees
• Storage fees
• Destination-country charges

These charges are imposed by external authorities or service providers and are not controlled by Coven of Genesis.

Customers are responsible for checking the import rules that apply in their destination before ordering.

Coven of Genesis is not responsible for delays, inspections, additional charges, refusal or seizure caused by destination-country customs requirements, customer-specific import restrictions or unpaid charges.

We will complete customs information using the order information reasonably available to us. We will not unlawfully misrepresent the contents or value of a parcel.

A parcel returned because duties, taxes or import charges were not paid will be handled as a returned-to-sender parcel.

8. Dispatch and Tracking

When tracked shipping is used, tracking information will be sent to the email address supplied at checkout after dispatch.

Tracking may take time to activate after the parcel has been lodged and may not update immediately at every stage of transit.

Customers are responsible for:

• Providing an accurate email address
• Monitoring tracking
• Reviewing delivery notifications
• Responding to carrier requests
• Arranging collection when required
• Contacting us if an extended delay occurs

Failure to receive a tracking email does not mean that an order has not been dispatched. Customers should also check spam and filtered folders.

9. Delivery Addresses

Customers must provide a complete and accurate delivery address.

The address must include any applicable:

• Unit or apartment number
• Street number and name
• Business or building name
• Suburb or city
• State or province
• Postcode
• Country

Coven of Genesis is not responsible for delivery problems caused by incorrect, incomplete or outdated customer information.

If you notice an address error, contact us immediately.

Submitting a change request does not guarantee that the address can be changed. Changes may be unavailable after an order has entered fulfilment, been packed, received a shipping label or been dispatched.

Coven of Genesis is not responsible for an order correctly delivered to an address supplied by the customer.

10. Address Changes and Redirection

Customers must not rely on email alone to assume that a requested address change has been accepted.

An address change is only confirmed when Coven of Genesis agrees to it in writing.

If a customer redirects a parcel through Australia Post, MyPost or another carrier service, the customer accepts responsibility for the redirection information supplied.

Customer-requested redirection may affect delivery time, tracking, Safe Drop eligibility or carrier coverage.

11. Customer Delivery Responsibilities

Customers are responsible for:

• Monitoring tracking information
• Ensuring access to the delivery address
• Keeping contact information current
• Collecting parcels within the required timeframe
• Checking for delivery cards and electronic notifications
• Providing any identification required for collection
• Ensuring that an authorised person can accept restricted deliveries
• Selecting a secure Safe Drop location
• Paying applicable international import charges

Coven of Genesis is not responsible for delays, returns or unsuccessful delivery caused by a customer’s action, omission or delivery instruction.

12. Safe Drop and Authority to Leave

Customers who request Safe Drop, set Safe Drop as a MyPost preference, redirect a parcel or otherwise authorise unattended delivery are responsible for selecting a secure and suitable location.

Australia Post may leave an eligible parcel according to the recipient’s Safe Drop or delivery preferences.

Australia Post states that it may not be liable if a parcel authorised for Safe Drop is subsequently stolen, damaged or goes missing after delivery.

Coven of Genesis is not responsible for theft, damage or disappearance occurring after a parcel has been correctly delivered according to the customer’s Safe Drop, redirection or authority-to-leave instructions, except where responsibility cannot legally be excluded.

A parcel confirmed as correctly delivered under the recipient’s authority does not automatically qualify for a refund or replacement.

13. Delivery Estimates and Delays

Delivery dates are estimates and cannot be guaranteed.

Delays may occur because of:

• Carrier congestion
• Missed tracking scans
• Incorrect routing
• Severe weather
• Natural disasters
• Public holidays
• Peak shopping periods
• Industrial action
• Customs processing
• Security inspections
• Local service disruptions
• Circumstances outside our reasonable control

Once a parcel has been lodged, its physical transportation, scanning, routing and delivery are performed by Australia Post or another independent delivery provider.

A carrier delay or missed scan does not automatically mean that Coven of Genesis dispatched the order incorrectly.

14. When a Parcel Is Considered Delayed

An order is not considered lost merely because:

• It has passed an estimated delivery date
• Tracking has not recently updated
• It has been routed through an unexpected facility
• It is awaiting customs clearance
• It is awaiting local delivery
• It has experienced a carrier delay

Australia Post advises that most delayed parcels arrive within five business days after their expected delivery date.

Customers should allow this additional period where applicable before asking for a parcel to be treated as potentially lost.

15. Reporting a Delayed or Missing Parcel

Before reporting a parcel as missing, customers must:

• Review the tracking information
• Check all entrances, letterboxes and safe locations
• Ask household members whether they accepted it
• Check with neighbours, reception staff or building management
• Check for a collection card or digital notification
• Check whether it is awaiting collection
• Confirm that the delivery address was correct

If the parcel still cannot be located, contact support@covenofgenesis.com with:

• Your full name
• Order number
• Tracking number
• Confirmed delivery address
• A description of the issue

16. Australia Post and Carrier Investigations

Where tracking does not establish successful delivery, Coven of Genesis may open an enquiry with Australia Post or the applicable delivery provider.

Customers must allow Coven of Genesis and the delivery provider a reasonable opportunity to investigate, locate and deliver the parcel.

A refund or replacement will not ordinarily be issued while:

• The parcel remains within the estimated delivery period
• Australia Post continues to classify it as delayed or in transit
• The carrier is attempting delivery
• A reasonable investigation remains open
• Information requested from the customer has not been supplied

Customers must cooperate with reasonable carrier requirements.

This may include:

• Confirming the delivery address
• Checking the property
• Completing a missing-parcel declaration
• Providing information requested by the carrier
• Responding to investigation questions

Failure to cooperate may prevent or delay the claim from being assessed.

17. Carrier Compensation

Australia Post and other delivery providers assess compensation claims under their own terms, evidence requirements and coverage limits.

Most eligible Australia Post services may include compensation of up to $100 and a refund of postage. Extra Cover may provide additional coverage where it was purchased and applies to the parcel.

Compensation is not guaranteed and is assessed by Australia Post on a case-by-case basis.

Carrier compensation claims will generally be submitted and managed by Coven of Genesis as the sender.

Any compensation recovered from a carrier is separate from the assessment of the customer’s order and does not create an automatic entitlement to a particular payment.

18. Parcels Confirmed Lost in Transit

If the delivery provider confirms that a parcel has been lost in transit, Coven of Genesis will assess the appropriate resolution according to:

• The carrier investigation
• Tracking and delivery evidence
• Product availability
• Whether personalised products can be recreated
• The circumstances of the order
• Applicable legal requirements

An appropriate resolution may include:

• Resending the order
• Replacing the affected products
• Refunding the affected products
• Providing another reasonable solution

Personalised, custom-made and one-of-a-kind products may require additional preparation time before a replacement can be sent.

19. Parcels Marked as Delivered

If tracking shows that a parcel has been delivered but it cannot be located, customers must first:

• Check all entrances and safe locations
• Check the letterbox
• Ask household members
• Ask neighbours, reception or building management
• Review any available delivery photograph
• Check the MyPost account
• Confirm whether Safe Drop or redirection was requested

If the parcel still cannot be located, contact us so the delivery evidence can be reviewed and an enquiry opened where appropriate.

A tracking status of delivered does not automatically qualify for a refund or replacement.

Where the carrier confirms that the parcel was correctly delivered to the supplied address, handed to a person at the premises or left according to the recipient’s instructions, the claim will be assessed using the available evidence.

20. Stolen Parcels

Coven of Genesis is not responsible for theft occurring after a parcel has been correctly delivered to the address or location authorised by the recipient, except where responsibility cannot legally be excluded.

Customers are responsible for providing a secure delivery location and monitoring delivery notifications.

Suspected theft after confirmed delivery may need to be reported to the delivery provider, property management or police.

21. Damaged Parcels

If an order arrives damaged, leaking or visibly mishandled, contact us as soon as reasonably possible.

Please provide:

• Your full name
• Order number
• A description of the damage
• Clear photographs of the affected products
• Photographs of the internal packaging
• Photographs of the external packaging
• A photograph of the shipping label

Customers must keep the damaged products and reasonably available packaging while the matter is reviewed.

The delivery provider may require this evidence to assess a damage claim.

Discarding the products or packaging before the claim is assessed may affect our ability to verify what occurred.

A damage report does not automatically result in a refund or replacement. Each claim will be reviewed using the available evidence.

22. Returned-to-Sender Parcels

A parcel may be returned to Coven of Genesis because:

• The delivery address was incorrect or incomplete
• The parcel was unclaimed
• Delivery was refused
• The customer did not collect it in time
• Access to the address was unavailable
• The customer’s delivery instructions prevented delivery
• Customs charges were unpaid
• Import requirements were not completed
• The carrier could not verify the recipient

The customer must pay additional postage before the parcel can be sent again where the return resulted from customer information, instructions or inaction.

A returned parcel does not automatically qualify for a refund.

Personalised, custom-made, opened, used or hygiene-sensitive products will not be refunded merely because the parcel was unclaimed, refused, incorrectly addressed or returned.

Original shipping charges and non-recoverable carrier fees are not refundable where the return resulted from the customer’s action, omission or error.

23. Refused Deliveries

Refusing delivery does not cancel an order and does not create an automatic right to a refund.

A refused parcel will be treated as a returned-to-sender parcel.

Any request made after the parcel is returned will be assessed under this Shipping Policy and our Return and Refund Policy.

24. Unauthorised Returns

Do not use a parcel return, return-to-sender request or delivery refusal as a substitute for contacting Coven of Genesis.

Products returned without approval may be:

• Refused
• Returned to the sender
• Held until additional postage is paid
• Assessed under our Return and Refund Policy

The address on an original shipping label must not be used as a return address unless Coven of Genesis provides written instructions.

25. Separate Orders

Separate orders are treated as separate transactions.

Coven of Genesis may combine compatible orders going to the same customer and address where reasonably practical and safe.

Combining parcels does not change the products purchased or automatically create an entitlement to a shipping refund.

We do not guarantee that separate orders will be combined.