SHIPPING POLICY

Thank you for shopping with Joyous Living. Each order is carefully prepared and packaged to help ensure your products arrive safely.

This Shipping Policy explains our processing times, delivery options and what to do if there is a problem with your delivery.

Order Processing Times

Standard orders are generally prepared and dispatched within 1–3 business days after payment has been successfully received.

Business days are Monday to Friday and exclude public holidays.

During busy periods, product launches, promotional events and holiday seasons, processing may take slightly longer. We will contact you if a significant delay affects your order.

Handmade and Custom Orders

Many Joyous Living products are handmade in small batches.

Personalised, customised, event, corporate, wholesale or made-to-order products may require additional preparation and production time. Where applicable, the expected production timeframe will be displayed on the product page, provided in your quotation or confirmed with you before the order is finalised.

The processing timeframe is separate from the delivery timeframe. Delivery estimates begin after your order has been dispatched.

For orders required by a particular date, please contact us before placing your order so we can confirm whether the requested timeframe is achievable.

Shipping Locations

Joyous Living currently delivers to addresses throughout Australia.

We do not currently offer international shipping.

Some delivery services may not be available to all locations. Regional and remote areas may also experience longer delivery times.

Shipping Rates

Available shipping options and their costs will be shown at checkout before payment is completed.

Standard Shipping

Estimated delivery is generally within 3–5 business days after dispatch.

Express Shipping

Estimated delivery is generally within 1–3 business days after dispatch.

Selecting express shipping gives your order a faster delivery service after dispatch. It does not shorten the time required to make, personalise or prepare the order.

Free Shipping

Free standard shipping is available for Australian orders with a qualifying order value of more than $100.

The qualifying amount is calculated after discounts have been applied and before any shipping charges are added.

Free shipping applies to standard delivery unless otherwise stated. Express shipping may be selected at checkout for an additional charge.

Delivery Estimates

All delivery timeframes are estimates rather than guaranteed arrival dates.

Delivery may take longer because of circumstances such as:

Carrier or postal network delays
Severe weather or natural events
Public holidays and peak shopping periods
High parcel volumes
Incorrect or incomplete delivery details
Regional or remote delivery locations
Other circumstances outside our reasonable control

Where we become aware of a significant delay affecting your order, we will make reasonable efforts to keep you informed and assist with an appropriate solution.

Order Tracking

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

Please allow some time for the carrier’s tracking system to update after receiving your dispatch notification.

You can use the tracking link to follow the progress of your delivery. Tracking updates are supplied by the delivery provider and may not always appear immediately.

Delivery Addresses

Please check that your name, delivery address, apartment or unit number, postcode and contact details are complete and accurate before submitting your order.

If you notice an error after placing your order, please contact us as soon as possible. We will try to update the address if the order has not yet been dispatched, but changes cannot be guaranteed once processing or delivery has begun.

If an order is returned to us because the customer supplied an incorrect or incomplete address, we will contact the customer to arrange redelivery. Additional postage charges may apply before the order can be sent again.

We are not responsible for delays or unsuccessful delivery caused by incorrect or incomplete information provided by the customer, except where responsibility cannot legally be excluded.

Authority to Leave and Safe Delivery

Depending on the selected delivery service, the carrier may leave a parcel in a location they consider safe or may take it to a collection point if no one is available.

Any authority-to-leave instructions are subject to the carrier’s delivery policies and assessment of the location.

Please consider using a delivery address where someone can safely receive the parcel, particularly during periods of hot weather, as candles and wax products can be affected by prolonged exposure to heat.

Joyous Living is not responsible for a parcel after the carrier has recorded it as delivered to the address or safe location provided, unless the parcel has been incorrectly delivered or your rights under Australian Consumer Law otherwise apply.

Delayed Deliveries

If your parcel has not arrived within the estimated delivery period:

Review the tracking information for the latest update.
Check around the delivery location and with other members of your household.
Check whether the parcel has been taken to a nearby collection point.
Contact us if you are unable to locate it.

Please provide your order number when contacting us. We will assist you by reviewing the tracking information and, where appropriate, raising an enquiry with the delivery provider.

Carrier investigations may take several business days to complete.

Missing Parcels

If tracking has not updated for an extended period or the parcel appears to be missing, please contact us so we can investigate the delivery with the carrier.

Where an order is confirmed as lost in transit, we will provide an appropriate resolution, which may include a replacement or refund depending on the circumstances, product availability and your rights under Australian Consumer Law.

Parcels Marked as Delivered

If tracking shows that your parcel has been delivered but you cannot locate it, please:

Check the delivery location and any safe places around the property
Ask other household members or neighbours whether they accepted it
Check for a collection card or message from the carrier
Contact the delivery provider using the tracking details
Contact Joyous Living if the parcel remains missing

We will assist with raising a delivery enquiry where appropriate. The outcome may depend on the carrier’s investigation and available delivery evidence.

Damaged Deliveries

We carefully inspect and package orders before dispatch. If your order arrives damaged, please contact us as soon as reasonably possible and provide:

Your order number
A description of the damage
Clear photographs of the damaged product
Photographs of the external and internal packaging
A photograph of the shipping label

Please keep the product and packaging while we review the issue, as the delivery provider may require them as part of an investigation.

We will assess the circumstances and provide an appropriate solution in accordance with our Returns and Exchanges Policy and your rights under Australian Consumer Law.

Incorrect Items

If you receive an item that is different from the product you ordered, please contact us with your order number and photographs of the item received.

We will work with you to correct the order as soon as reasonably possible.

Returned-to-Sender Parcels

A parcel may be returned to us when:

The delivery address is incorrect or incomplete
The carrier is unable to access the property
The parcel is not collected within the carrier’s collection period
The recipient refuses the delivery

When a parcel is returned, we will contact you to discuss redelivery or another appropriate resolution.

Additional shipping costs may apply where the return was caused by incorrect customer-provided information or failure to collect the parcel. This does not limit any rights you may have under Australian Consumer Law.

Cancellations and Changes

Please contact us as soon as possible if you need to change or cancel an order.

We will try to accommodate your request if production and processing have not begun. However, changes or cancellations may not be possible once an order has been made, personalised, packed or dispatched.

Please refer to our Returns and Exchanges Policy for further information about personalised and change-of-mind orders.