Shipping policy

SHIPPING POLICY

Effective date: 14 September 2026

DELIVERING ACROSS AUSTRALIA

At The Clog Store Australia, we work hard to get your order to you as quickly and reliably as possible.

We operate through an international fulfilment network. We have a physical operation in the United States and dispatch products directly from there. We also work with suppliers and fulfilment partners in China, who may dispatch products directly to our customers.

Orders may also be processed or dispatched from our fulfilment locations in Australia or the United Kingdom depending on product availability, inventory location, destination, logistics, carrier availability, and operational requirements.

Below you’ll find information about processing, fulfilment, shipping, tracking, and delivery.

ORDER PROCESSING

Orders are generally processed within 1–2 business days of payment confirmation.

Orders placed on weekends or public holidays will generally begin processing on the next available business day.

Once your order has been dispatched, you will normally receive a shipping confirmation email containing tracking information where available.

SHIPPING OPTIONS & TIMEFRAMES

STANDARD SHIPPING

Estimated delivery:
3–7 business days after dispatch

Cost:
Free

EXPRESS SHIPPING

Estimated delivery:
2–4 business days after dispatch

Cost:
Displayed at checkout

Please note:

• Delivery estimates begin from the date of dispatch, not the date the order was placed
• Delivery timeframes are estimates and are not guaranteed unless expressly stated otherwise
• Peak periods, public holidays, customs processing, carrier disruptions, weather, and other circumstances may affect delivery times
• Remote or rural areas may require additional delivery time
• The carrier used may vary depending on the fulfilment location and destination

FREE SHIPPING

We offer free Standard Shipping on eligible orders delivered to Australian addresses.

Where free Standard Shipping is available, it will be displayed automatically at checkout.

EXPRESS SHIPPING

Where available, customers may select Express Shipping at checkout for a faster estimated delivery service.

The applicable price and estimated timeframe will be displayed at checkout before the order is completed.

Selecting Express Shipping does not necessarily mean that the order will be dispatched from Australia. Orders may still be fulfilled through our international fulfilment network.

INTERNATIONAL FULFILMENT

The Clog Store Australia operates through an international fulfilment network.

We have a physical operation in the United States and dispatch products directly from there. We also work with suppliers and fulfilment partners in China, who may dispatch products directly to our customers.

Depending on product availability, inventory location, destination, logistics, carrier availability, and operational requirements, your order may therefore be processed or dispatched from:

• Our Australian fulfilment location
• Our United Kingdom fulfilment location
• Our physical operation in the United States
• Our suppliers and fulfilment partners in China

As a result, an order placed through our Australian website does not necessarily originate from Australia.

A customer's order may be dispatched from our physical operation in the United States, from one of our other fulfilment locations, or directly from one of our suppliers or fulfilment partners in China.

Internationally fulfilled orders may travel through international logistics networks and may involve multiple logistics providers before reaching the final delivery carrier in Australia.

The location from which an order is fulfilled does not affect any consumer guarantees or other rights available to Australian customers under the Australian Consumer Law.

FULFILMENT LOCATIONS

Our current fulfilment network includes:

AUSTRALIA FULFILMENT LOCATION

182 Pitt St
Sydney NSW 2000
Australia

UNITED KINGDOM FULFILMENT LOCATION

71-75 Shelton Street
Covent Garden
London WC2H 9JQ
United Kingdom

UNITED STATES PHYSICAL OPERATION AND FULFILMENT LOCATION

30 N Gould St, Ste N
Sheridan, WY 82801
United States

CHINA SUPPLIER AND FULFILMENT LOCATION

Hangzhou Hengxin Technology Co., Ltd.
Building 1, No. 956, Dangwan Town
Xiaoshan District, Hangzhou
Zhejiang 310000
China

Our United States location is part of our physical fulfilment operation and products may be dispatched directly from there.

Our China location is associated with our supplier and fulfilment network, and products may also be dispatched directly from our suppliers or fulfilment partners in China.

These locations are used for fulfilment and logistics purposes and are not automatically customer service or return addresses.

Please do not return an order to any of these locations unless our customer support team has specifically provided that address as your return destination.

CARRIERS & INTERNATIONAL LOGISTICS

The carrier or logistics provider used for your order may vary depending on the fulfilment location, destination, service selected, product availability, and operational requirements.

Internationally fulfilled orders may be handled by an international logistics provider before being transferred to a local or final-mile carrier in Australia.

For this reason, tracking may occasionally display more than one carrier, logistics provider, or tracking event during transit.

TRACKING YOUR ORDER

Once your order has been dispatched, you will normally receive an email containing your tracking number or a link to monitor your delivery where tracking is available.

Tracking information may take some time to update after dispatch.

For internationally fulfilled orders, tracking may initially appear through an international logistics provider and later update when the parcel is transferred to a local delivery provider.

If you have not received tracking information after your order has been processed and dispatched, please check your spam or junk folder or contact:

support@theclogstoreaustralia.store

CUSTOMS & INTERNATIONAL TRANSIT

Orders dispatched from our physical operation in the United States, our United Kingdom fulfilment location, or directly from our suppliers and fulfilment partners in China may travel internationally before reaching Australia.

Internationally dispatched orders may pass through customs or international logistics facilities and may be handled by multiple logistics providers before arriving in Australia.

Customs processing and international transit can occasionally affect delivery times.

Where charges are required to be paid by the customer, these will be disclosed where required by applicable law or during the purchasing process.

DELIVERY ADDRESS

Please ensure that your delivery address is complete and accurate at checkout.

Once an order has entered fulfilment or been dispatched, we may not be able to change or redirect the delivery address.

If you notice an error, contact us as soon as possible at:

support@theclogstoreaustralia.store

We will attempt to assist, but changes cannot be guaranteed once processing or shipping has begun.

UNDELIVERABLE PACKAGES

A parcel may be returned or otherwise classified as undeliverable because of circumstances including:

• An incorrect or incomplete address
• Failed delivery attempts
• Failure to collect the parcel
• Refusal of delivery
• Other delivery issues outside our reasonable control

If this occurs, please contact us so we can review the available options.

Additional shipping costs may apply to redelivery where the delivery failure resulted from incorrect information supplied by the customer or failure to collect the parcel, subject to applicable Australian law.

LOST OR DELAYED ORDERS

If your order has not arrived within the estimated delivery timeframe:

• Check the tracking information provided
• Allow a reasonable amount of additional time for unexpected carrier or logistics delays
• Contact us if the tracking appears to have stopped updating or the parcel is significantly delayed

Email:
support@theclogstoreaustralia.store

We will review the available tracking information and, where appropriate, contact the relevant logistics or delivery provider.

Your rights under the Australian Consumer Law are not affected by carrier delays, loss, or the use of an international fulfilment location.

DAMAGED IN TRANSIT

If your order arrives damaged, please contact us as soon as reasonably possible with:

• Your order number
• A description of the issue
• Photos of the damaged product and packaging where reasonably available

We recommend contacting us within 48 hours where possible because this can assist us in investigating transit damage with the carrier.

However, this recommended timeframe does not limit or exclude any rights or remedies you may have under the Australian Consumer Law.

Where applicable, we will arrange an appropriate remedy in accordance with our Refund & Return Policy and Australian Consumer Law.

MULTIPLE PACKAGES

In some circumstances, products within the same order may be fulfilled from different inventory locations.

This means an order may arrive in more than one package and at different times.

Where available, separate tracking information may be provided for each shipment.

RETURNS

Our fulfilment locations, including our United States physical operation and our supplier and fulfilment locations, are not automatically return addresses.

Before returning any product, contact:

support@theclogstoreaustralia.store

Our team will provide the appropriate return instructions and destination based on your order and circumstances.

Please do not send products directly to a fulfilment location without receiving return instructions from us first.

For shipping-related questions:

The Clog Store Australia

Email:
support@theclogstoreaustralia.store

Phone:
+61 2 9047 3816

Website:
theclogstoreaustralia.store