COVID-19 Coronavirus policy

Last updated - 26-Aug-20

We are actively monitoring the Australian government's response to the COVID-19 coronavirus outbreak and are currently operating our online store as usual. We appreciate the Australian government's measures to combat the spread of the virus and we will be reviewing our approach regularly to ensure we comply and do our bit to help keep our community safe.

 

Victoria 'State of Disaster' Stage 4 restrictions

We will be operating in line with the recently announced government restrictions as to which non-essential businesses are able to continue operating in metro Melbourne. We are a sole operator, home-based business that does not have shopfronts open to the public. (For other non-essential retailers that have shopfronts, their staff will still be able to work onsite for the purposes of fulfilling online orders).

Australia Post will still be delivering your parcels, however they've advised that they've experienced a significant increase in parcel volumes as Victorians have increased their online buying due to Stage 4 lockdowns. At the same time, Australia Post has been required to make additional adjustments in their processing and deliveries workforce to comply with the State Government's COVID safe restrictions. With the massive demand and workforce capacity constraints, Australia Post foresees an additional 3 day delay for deliveries in Victoria.

 

Expect delays, especially to regional and rural areas

Australia Post regrets to inform customers that due to reductions in air freight capacity, there may be delays on the letters and parcels network that Australia Post operates around the country, particularly to regional and rural communities.

Delays will mean:

  • The delivery time for Perth and Brisbane may increase by up to five days
  • The delivery time for North Queensland may increase by up to seven days
  • The delivery times for Tasmania may increase by three days
  • That Next Day Express Post Guarantee has been temporarily suspended. Express Post service will continue to be the fastest postal delivery option – and they will continue to prioritise these deliveries. They just may not be delivered next business day every time.

Australia Post is exploring all available transport alternatives and options, and working with the Australian Government, to minimise resulting impacts for customers.

 

Signatures no longer required (Australia Post policy)

Australia Post have advised, that to minimise the risk of contracting or spreading coronavirus, all parcels - be it at a Post Office or at a residence - will no longer require a signature for delivery or collection. Someone will need to be present at the residence for this to occur otherwise standard delivery procedures apply.

For home delivery of parcels normally requiring a signature, if you’re at home, the delivery driver will record your name and confirm delivery on their handheld device, then leave the parcel at your door. If you’re not at home, a card will be left, with instructions on where to pick up your parcel.

For Post Office collection, our staff will confirm your name and record your collection on their device, then leave the parcel on the counter for you to pick up.  

In all cases, whether a driver or postie delivers to the door or a customer goes in to their local Post Office to collect a parcel, an Australia Post staff member will ask and record the customer’s name and delivery on the handheld device.

For the latest updates from Australia Post regarding domestic shipping, please click here.

 

Expect significant delays

Due to disruptions and ever-changing situation, Australia Post is experiencing significant international delivery delays.

This change is due to delays to their delivery services caused by the ongoing impacts of the coronavirus pandemic, including:

  • a significant increase in parcels that require manual sorting
  • social distancing measures in place at sorting facilities, which mean they can’t process items as quickly as usual
  • a significant reduction in the availability of passenger flights – which, in addition to their dedicated overnight airfreight network, also carry their parcels

 

United States (USA)

Please note that the Los Angeles International Airport (LAX) is being heavily impacted by increased volumes through their facilities and civil unrest in addition to the COVID-19 pandemic response.

Despite our best endeavours, it is therefore likely that some items will take longer than the stated delivery times and we ask for your understanding.

Please click here for a revised timeframe for estimated delivery dates.

Australia Post is working with partner airlines and other postal operators to move items as quickly as possible. Express items will be given priority by postal services over Standard post items during this time. Further, certain countries may no longer be performing signature on delivery for items delivered due to government restrictions.

Once again, for the latest updates from Australia Post regarding international shipping, please click here.

 

Canada Sea Mail update

During the challenging period in April and May, Australia Post made the decision to send items via sea to ensure they reached their intended destination in a more timely manner than via air. They are no longer sending items via sea and all Express and Standard services are now transported via air which will improve end to end delivery speeds.

The items that were transferred to sea freight have now arrived in the destination port and the border clearance process is underway. The port is experiencing a higher than normal container volume and it may take up to 2 weeks longer than normal to process through customs, please allow additional time for delivery.

 

Temporary suspension of international post to selected countries

Unfortunately, Australia Post has advised that shipping to the following countries have been temporarily suspended due to COVID-19 disruptions:

  • India
  • Philippines
  • Austria
  • Norway
  • Mauritius
  • Poland
  • Russia
  • South Africa
  • Turkey
  • United Arab Emirates

 

We apologise for the inconvenience and will make an announcement via email and social media when shipping routes resume for these countries.

 

As a small business, we really appreciate your support, especially during this tough and uncertain time. It means so much to see new and repeating customers placing orders, sending us emails asking if we're okay, commenting, sharing and liking our IG and FB posts and spreading positivity in general. Please stay safe, look after your loved ones, the greater community, and we will all get through this together!