Shipping Policy

Order processing

Orders are normally prepared and processed within 2–3 business days after payment has been confirmed.

Processing time is separate from delivery time. Orders placed during weekends, public holidays or particularly busy periods may require additional processing time.

Once your order has been dispatched, you will receive a shipping confirmation email containing the available tracking details.

Estimated delivery times

The estimates below begin after your order has been dispatched. They do not include the 2–3 business day processing period.

These timeframes are estimates and are not guaranteed. Some products or destinations may require longer. When a different estimate appears on the product page or during checkout, that estimate should be treated as the most relevant timeframe for your order.

Tracking your order

When tracking is available, your tracking number will be included in your shipping confirmation email.

Tracking information may take approximately 24–48 hours after dispatch to become active in the carrier’s system. This does not normally mean that the parcel has been delayed.

If the tracking information has not updated for several days, please allow a little additional time before contacting us, as scans may be missed while a parcel is moving between facilities.

Orders arriving in multiple packages

Products in the same order may be stocked or dispatched from different fulfilment locations. For this reason, your order may arrive in more than one package and on different dates.

Where available, separate tracking information will be provided for each package. You will not be charged additional delivery fees because we have divided an order into multiple shipments.

Delivery addresses

Please check your name, delivery address, postcode and contact details carefully before placing your order.

If you notice an error, contact us as soon as possible. We will try to update the details before the order is processed, but an address change cannot be guaranteed once fulfilment has started.

Arden & Hue cannot be responsible for delivery problems caused by incomplete or incorrect address information supplied at checkout. If a parcel is returned to the sender, please contact us so that we can review the available options.

Customs, duties and local charges

International orders may be reviewed by customs authorities in the destination country. Customs processing can occasionally extend the estimated delivery time.

Depending on the destination and applicable local regulations, import duties, taxes or handling fees may apply. Any charges not collected during checkout may be requested separately by the local customs authority or delivery carrier.

These charges are determined by local authorities and are outside the control of Arden & Hue.

Delivery delays

Delivery may occasionally take longer because of circumstances outside our direct control, including:

• Busy shopping and holiday periods
• Customs inspections or border processing
• Severe weather or transport disruption
• Carrier network delays
• Incorrect or incomplete delivery details
• Remote or difficult-to-access destinations

During busy periods, delivery may require an additional 3–5 days. We appreciate your patience while the carrier completes the delivery.

Missing, damaged or incorrect orders

If your order has not arrived

Please check the latest tracking information, your delivery address and any safe places around the property. It may also be helpful to ask household members, neighbours or the local carrier whether the parcel was accepted on your behalf.

If the estimated delivery period has passed and you still cannot locate the order, contact us with your order number so we can investigate.

If your order arrives damaged or incorrect

Contact us as soon as possible and include:

• Your full name and order number
• A clear description of the problem
• Photographs of the item
• Photographs of the packaging and shipping label

Please keep the product and its original packaging until we have reviewed your request. For further information, read our Returns & Refunds Policy.

Need help with a delivery?

If you have a question about an existing order, please contact us and include the email address used at checkout and your order number. This helps us locate your order and respond more quickly.