Shipping Policy
LAST UPDATED: 6 AUGUST, 2026
For all other enquiries, reach out to us at hello@chawutea.com.
Thank you for visiting and shopping at CHAWU Tea Pty Ltd. This Shipping Policy applies to orders placed through our website at www.chawutea.com and sets out how we handle shipping and delivery of your order. This policy forms part of, and is subject to, our Website Terms and Conditions.
This policy does not apply to products purchased at pop-up events, markets or other in-person sales, as those products are collected at the point of sale. For returns and refunds relating to any purchase, please refer to our Refund Policy.
1. Order confirmation
- (a)
An email confirmation is sent to your email address after placing your order. This email confirms that we have received your order.
- (b)
An order confirmation does not mean your order has been accepted or dispatched. We reserve the right to cancel or refuse an order in accordance with our Website Terms and Conditions.
2. Processing time
- (a)
Processing time refers to the time it takes for us to prepare your order for dispatch.
- (b)
After your payment is authorised and verified, all orders are processed within 1-3 business days.
- (c)
If there is an unexpected delay in processing your order, we will contact you using the details provided with your order.
3. Shipping locations
- (a)
We ship within Australia and to the following International Destinations: the United States, Canada, New Zealand, Singapore, Hong Kong, Malaysia and Indonesia.
- (b)
We reserve the right to add or remove International Destinations at our discretion, at any time and without notice. The current list of International Destinations we ship to will always be available on the Website at checkout.
- (c)
If you have a question about delivery to a location we do not currently service, or any other question about delivery, please contact us at hello@chawutea.com before placing your order.
4. Shipping rates and delivery estimates
4.1 Standard shipping (Australia)
- (a)
Free standard shipping for orders over $100, calculated after discounts are applied. If your order does not meet the free shipping threshold, standard shipping fees will be shown at checkout.
- (b)
Estimated delivery time for standard shipping is 5 to 7 business days after dispatch.
4.2 Express shipping (Australia)
- (a)
Express shipping fees are shown at checkout.
- (b)
Estimated delivery time for express shipping is 2 to 4 business days after dispatch.
4.3 International shipping
- (a)
International Orders are shipped using DHL eCommerce, or another carrier we notify you of at checkout.
- (b)
Shipping fees for International Orders are shown at checkout and vary depending on the International Destination and shipping method selected.
- (c)
Estimated delivery times for International Orders will be shown at checkout. Delivery times may vary depending on the International Destination, and are affected by customs processing and local postal or delivery services in that country - see clause 4.5 below.
- (d)
The free standard shipping threshold in clause 4.1(a) applies to domestic (Australian) orders only.
4.4 Customs duties, taxes and tariffs
- (a)
DDP destinations - United States and Canada: shipments to these destinations are Delivered Duty Paid (DDP). Estimated customs duties and taxes are calculated and automatically applied at checkout. Once your purchase is finalised at checkout, no further customs duties or taxes will be incurred on delivery, except as set out in clause 4.4(c).
- (b)
DDU destinations - New Zealand, Singapore, Hong Kong, Malaysia and Indonesia: shipments to these destinations are Delivered Duty Unpaid (DDU). Customs duties, taxes and tariffs are not included in the price of Products or in shipping fees for these destinations. These charges are determined by the customs authority of your destination country and are your responsibility to pay on or before delivery, if applicable.
- (c)
If a parcel is refused, is undeliverable, or is held by customs, or if you refuse delivery or fail to pay any applicable customs duties or taxes, the parcel may be returned to us. In that case, we reserve the right to charge you for the outbound freight, return freight, and any duties, taxes or destruction fees that our carrier or the relevant customs authority charges to us. We will not provide a refund where duties or taxes remain unpaid and you decline to accept delivery of the parcel.
- (d)
Nothing in this clause 4.4 limits your rights under clause 9 (Damaged, faulty, incorrect or missing products) or the Australian Consumer Law.
4.5 International delivery timeframes and customs delays
- (a)
International shipping times may vary depending on the customs regulations, import requirements and local postal or delivery services of the destination country.
- (b)
We are not responsible for delays, assessments, holds or examinations of your parcel by customs authorities in the destination country. Customs processing times vary and are outside our control.
- (c)
We are not liable for any loss, delay or additional cost arising from an incorrect or incomplete delivery address you provide. This applies to both domestic and International Orders - see clause 7 (Incorrect shipping information) below.
Please note:
- (a)
Business day means Monday to Friday, except public holidays, in New South Wales, Australia.
- (b)
Orders are not shipped or delivered on weekends or holidays.
- (c)
Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.
- (d)
Due to high order volumes during peak periods, public holidays, extreme weather events affecting courier operations, and inventory stocktakes, packages to and from our facility in Sydney may be delayed. We appreciate your patience during this time.
- (e)
We are not responsible for delays or failed delivery to the extent caused by incorrect or incomplete shipping information you provide. See clause 7 below.
- (f)
Wholesale customers: Shipping options, costs and delivery timeframes for wholesale orders may differ from the above and will be advised at the time of order confirmation. See clause 11 of our Website Terms and Conditions for further details.
5. Tracking
- (a)
Once your order has been dispatched, we will send you a dispatch confirmation email with tracking details (where tracking is available for the selected shipping method).
- (b)
Standard and express shipping within Australia will generally include tracking. If tracking is not available for your shipment, we will let you know.
- (c)
Tracking availability and level of detail for International Orders may vary depending on the destination country and local delivery service. Where full end-to-end tracking is not available, we will provide the tracking information we receive from our carrier.
6. Delayed deliveries
- (a)
If your order has not arrived within the estimated delivery timeframe, please contact us at hello@chawutea.com and include your order number.
- (b)
We will do our best to investigate the delay, make reasonable enquiries with the delivery carrier, and keep you updated on the status of the investigation.
- (c)
If, after investigation, your order is confirmed as lost or cannot be delivered within a reasonable timeframe, we will offer you a replacement or refund in accordance with our Refund Policy and the Australian Consumer Law.
- (d)
For International Orders, what is a “reasonable timeframe” for the purposes of this clause takes into account customs processing and delivery conditions in the destination country referred to in clause 4.5.
7. Incorrect shipping information
- (a)
Please make sure your delivery address and contact details are correct at the time of placing your order.
- (b)
We are not responsible for delays or failed delivery to the extent caused by incorrect or incomplete shipping information provided by you. If an order is returned to us because the shipping details provided were incorrect or incomplete, we will contact you to arrange re-delivery. Additional shipping charges may apply.
- (c)
For International Orders, an incorrect or incomplete delivery address may also result in your parcel being delayed, held or returned by customs or our carrier. Clause 4.4(c) (customs return and re-delivery charges) applies in these circumstances.
8. Missing or lost packages
If you believe your parcel is missing or lost, please:
- (a)
check any delivery updates or tracking notifications;
- (b)
look around the delivery location, including common safe drop areas;
- (c)
check with other household members, building management, or neighbours; and
- (d)
contact us at hello@chawutea.com with your order number and any relevant delivery information.
If a parcel is confirmed by the carrier as lost, or if we reasonably determine that it has been lost in transit, we will work with you to provide a replacement or refund as appropriate under our Refund Policy and the Australian Consumer Law.
9. Damaged, faulty, incorrect or missing products
- (a)
In the event that your order arrives damaged, faulty, incorrect or incomplete, please contact us within 7 days of delivery at hello@chawutea.com and provide:
- (i)
your order number;
- (ii)
a description of the issue;
- (iii)
photos of the damage or issue (where possible).
- (i)
- (b)
We may ask for further information so we can assess the issue and provide an appropriate resolution under our Refund Policy and the Australian Consumer Law.
- (c)
Nothing in this clause limits your rights under the Australian Consumer Law, including your right to claim a remedy for goods that do not meet the consumer guarantees regardless of when you notify us.
- (d)
For Products delivered to an International Destination, we do not offer change of mind returns (see our Refund Policy and clause 8.2 of our Website Terms and Conditions). Where a Product delivered internationally is faulty, damaged, incorrect or does not match your order, we will assess your claim on a case by case basis, having regard to the circumstances (including the practicality of return shipping), and may offer a replacement, refund, partial refund or other appropriate remedy. This does not affect your rights under the Australian Consumer Law or other applicable law that cannot be excluded.
10. Authority to leave
- (a)
If you authorise a parcel to be left unattended at the delivery address, delivery will be treated as completed once the parcel is left in accordance with your authority and the carrier's delivery record.
- (b)
You accept the risk of loss, theft or damage to the parcel after it has been left in accordance with your authority to leave instruction.
11. Contact us
If you have any questions about the delivery and shipment of your order, please contact us at hello@chawutea.com.
12. Relationship with other policies
- (a)
This Shipping Policy should be read together with our Website Terms and Conditions, Refund Policy and Privacy and Cookie Policy, all of which are available on our website. To the extent of any inconsistency between this policy and the Website Terms and Conditions, the Website Terms and Conditions prevail.
- (b)
Information we collect in connection with shipping your order (including your name, delivery address, email address and phone number) is handled in accordance with our Privacy and Cookie Policy, including, for International Orders, disclosure to our shipping carrier and to customs or border protection authorities in the destination country.