Shipping policy
We want your ETCH to arrive safely and as quickly as possible. We ship orders throughout Australia using Australia Post and CouriersPlease.
Please take a moment to check your delivery address and contact details carefully when placing your order. Accurate information helps us make sure your ETCH gets to you without delays or additional delivery costs.
SHIPPING COSTS
For standard online orders:
VIC, NSW, QLD, SA, TAS & ACT
Orders under $100 — $12 shipping
Orders $100 and over — FREE shipping
WA & NT
Flat rate shipping — $15
Subscriptions
Subscription orders include FREE delivery Australia-wide.
From time to time, individual products or promotions may have different shipping offers. Where this applies, the shipping offer will be clearly displayed on the relevant product page or promotion.
DISPATCH
Orders are normally dispatched from our Mornington Peninsula warehouse within 1–2 business days, Monday to Friday, excluding Victorian public holidays.
During particularly busy periods, promotions or public holidays, dispatch may take a little longer. We'll always do our best to get your order on its way as quickly as possible.
DELIVERY TIMES
We use Australia Post and CouriersPlease for deliveries throughout Australia.
Delivery times depend on your location, carrier volumes and other circumstances outside our control. Australia Post currently provides a general Parcel Post estimate of approximately 2–4 business days for same-state deliveries and 3–6 business days for interstate deliveries, but these are estimates rather than guaranteed delivery times. Regional and remote locations may take longer. Australia Post
Once your order has been dispatched, please refer to your tracking information for the most up-to-date delivery estimate.
TRACKING YOUR ORDER
If you provide a valid email address when placing your order, you'll receive tracking information once your parcel has been dispatched.
Please make sure your email address, phone number and delivery address are entered correctly when ordering. Our delivery partners may use these details to provide delivery updates or contact you if there is an issue with your delivery.
AUTHORITY TO LEAVE & SIGNATURE ON DELIVERY
Australia Post may leave your parcel in a safe place if they consider it suitable to do so. If the parcel cannot be safely left, it may be taken to a Post Office for collection.
If you don't want your parcel left unattended, you can request Signature on Delivery when placing your order.
CouriersPlease may attempt redelivery or contact you regarding delivery arrangements. It is important that you provide an accurate email address and phone number so the carrier can contact you if required.
PO BOXES & PARCEL LOCKERS
We can deliver to Australian PO Boxes and Parcel Lockers using Australia Post.
Please ensure all details, including your Parcel Locker or Parcel Collect information where applicable, are entered correctly at checkout.
PLEASE CHECK YOUR DELIVERY ADDRESS CAREFULLY
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please check your address carefully before completing checkout, particularly your street number, unit number, suburb and postcode.
If you notice an error after placing your order, please contact us as soon as possible. If your order has not yet been dispatched, we'll do our best to update it. Once an order has been dispatched, however, we may not be able to change or redirect the delivery.
If a parcel is returned to ETCH because the customer provided an incorrect or incomplete address, the customer will be responsible for the costs associated with returning and/or resending the parcel to the correct address.
ETCH will not cover additional freight or carrier charges that arise as a result of incorrect or incomplete delivery information supplied by the customer.
UNCOLLECTED & RETURNED PARCELS
If a carrier is unable to complete delivery, your parcel may be taken to a collection location or the carrier may contact you to arrange another delivery.
It is the customer's responsibility to follow the carrier's tracking notifications and collect or arrange delivery of the parcel within the timeframe specified by the carrier.
If a parcel is returned to ETCH because it was not collected, could not be delivered due to customer-provided information, or the customer did not make the required arrangements with the carrier, the customer will be responsible for any costs charged to ETCH for the return and any additional cost to resend the order.
This does not affect your rights where a delivery problem was caused by ETCH or our delivery provider rather than by information or actions within the customer's control.
MISSING OR DELAYED PARCELS
If your tracking shows that your parcel is significantly delayed or you believe it may be missing, please contact us rather than trying to resolve the issue yourself with the carrier.
We'll investigate the delivery with Australia Post or CouriersPlease on your behalf and do our best to resolve the issue as quickly as possible.
Carrier investigations can sometimes take 10 business days or longer, so we appreciate your patience while an investigation is underway.
Where an order is lost in transit, ETCH will handle the matter with the delivery provider and provide the appropriate resolution in accordance with the Australian Consumer Law. Under Australian consumer law, responsibility for resolving a parcel lost in transit remains with the seller rather than being passed on to the customer. Consumer Affairs Victoria
DAMAGED ORDERS
We take care when packing your ETCH, but occasionally parcels can be damaged during delivery.
If your order arrives damaged, please contact us as soon as possible and include:
- your order number
- a brief description of the damage
- photos of the outside of the parcel and the affected cans/products.
This information helps us resolve the issue and raise a claim with our delivery provider where necessary.
Depending on the circumstances and your rights under the Australian Consumer Law, an appropriate remedy may include replacement or refund of the affected products. Goods purchased online have the same consumer-guarantee protections as goods purchased in a physical store. Consumer Affairs Victoria
AUSTRALIAN CONSUMER LAW
Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law that cannot lawfully be excluded.
Where ETCH or our delivery provider is responsible for a delivery problem, we will work with you to provide an appropriate resolution.
This is separate from situations where additional delivery costs arise because an incorrect or incomplete address was provided by the customer, or because a parcel was not collected or delivery arrangements were not completed within the carrier's required timeframe.
INTERNATIONAL SHIPPING
ETCH currently ships within Australia only.
WHOLESALE ORDERS
This Shipping Policy applies to retail orders placed through the ETCH Sparkling online store.
Wholesale and trade orders are subject to the freight terms provided through the relevant wholesale ordering platform or agreed directly with ETCH.
NEED HELP WITH A DELIVERY?
Please contact us and we'll be happy to help:
Email: info@etchsparkling.com.au
Phone: (03) 9007 2323