Shipping policy

NWLY Shipping Policy

Last updated: 2 September 2026

This Shipping Policy applies to orders placed through the NWLY online store for delivery within Australia.

Delivery area

NWLY currently accepts and delivers orders within Australia only.

International shipping is not currently available.

Order processing

Orders are normally prepared and dispatched within one to three business days after payment has been successfully confirmed.

During product launches, promotions, public holidays or unusually busy periods, processing may take up to five business days.

Business days are Monday to Friday, excluding New South Wales public holidays.

If a significant or unexpected delay affects an order, NWLY will contact the customer using the email address provided at checkout.

Delivery services and charges

NWLY uses Australia Post for all online-order deliveries.

The following delivery services are currently available:

Standard Parcel Post: $11.95
Express Post: $15.95

NWLY does not currently offer free shipping.

Available services and charges are displayed at checkout before payment. A delivery service may be unavailable for a particular order or address where it is not supported by Australia Post.

Shipping charges may be updated in the future. The applicable charge will be displayed at checkout before the customer completes the order.

Estimated delivery times

Australia Post’s current estimated delivery periods after dispatch are:

Standard Parcel Post: 2 to 6+ business days
Express Post: 1 to 3+ business days

These periods begin after NWLY dispatches the order. They do not include NWLY’s order-processing time.

Delivery to regional, rural or remote destinations may take longer.

Delivery estimates are not guaranteed and may be affected by:

The delivery origin and destination
Weather or natural events
Australia Post network disruptions
Public holidays
Peak delivery periods
Incorrect or incomplete address information
Other circumstances outside NWLY’s reasonable control

NWLY will not represent an estimated delivery period as guaranteed unless expressly stated.

Express Post

Express Post provides a faster Australia Post delivery service after dispatch.

Choosing Express Post does not shorten NWLY’s normal processing period of one to three business days or the extended processing period that may apply during launches, promotions or unusually busy periods.

Next-business-day delivery is available only within Australia Post’s eligible Express Post network and is subject to Australia Post’s applicable service conditions.

Tracking

Australia Post tracking is included with Standard Parcel Post and Express Post.

After the order has been dispatched, NWLY will send a dispatch confirmation to the email address provided at checkout. This confirmation will ordinarily include the tracking number or a link to the Australia Post tracking service.

Tracking events and expected delivery dates are provided by Australia Post and may update as the parcel moves through its network.

Customers should monitor their tracking information and contact NWLY if the parcel appears substantially delayed or if the tracking information indicates a delivery problem.

Delivery method and safe drop

NWLY uses Australia Post’s standard delivery process.

Depending on the address, parcel, Australia Post service and delivery circumstances, Australia Post may:

Deliver the parcel to the specified address
Leave the parcel in a location considered safe
Take the parcel to a Post Office or collection point
Request a signature where applicable
Provide delivery-management options through MyPost

NWLY cannot guarantee that Australia Post will leave a parcel unattended, obtain a signature or follow a particular delivery preference unless that service has been expressly arranged and confirmed.

Customers should ensure that their delivery address is secure and suitable for receiving parcels.

Nothing in this section limits NWLY’s responsibility for resolving a parcel that is confirmed as lost, damaged or incorrectly delivered.

PO Boxes, Parcel Lockers and Parcel Collect

NWLY accepts valid Australian:

PO Box addresses
Parcel Locker addresses
Parcel Collect addresses

Customers must enter the complete and current address provided by Australia Post.

Customers are responsible for ensuring that the address is active, correctly formatted and suitable for the selected delivery service.

Delivery addresses

Customers are responsible for providing a complete and accurate delivery address at checkout.

If you notice an error, contact customersupport@nwly.com.au as soon as possible.

NWLY will try to correct the address before dispatch, but an address change cannot be guaranteed once processing or fulfilment has started.

NWLY is not responsible for a delivery delay caused by incomplete or inaccurate information supplied by the customer. This does not apply where NWLY caused the addressing error.

Returned parcels

A parcel may be returned to NWLY if:

The address was incorrect or incomplete
Australia Post could not access the delivery location
The parcel was not collected within the required time
The recipient was unknown at the address
The parcel was refused
Another customer-related delivery issue prevented delivery

If a parcel is returned for one of these reasons, the customer may choose to:

Pay the actual postage cost for NWLY to resend the parcel to a confirmed address, or
Cancel the order and receive a refund for the returned products, less the original delivery charge and any reasonable return-to-sender cost charged to NWLY

Any deduction will be limited to reasonable costs actually incurred by NWLY.

NWLY will not charge the customer for redelivery or return-to-sender costs where the return was caused by NWLY, Australia Post or circumstances for which the customer is not reasonably responsible.

Products must be received back by NWLY before redelivery or a refund can be processed.

Delayed parcels

Delivery estimates are not guarantees, and a parcel is not necessarily lost because it arrives after the estimated delivery date.

If tracking has not updated or a parcel is substantially overdue:

Check the latest Australia Post tracking information.
Check for an attempted-delivery notice or collection notification.
Check around the delivery location and with other household members where appropriate.
Contact NWLY at customersupport@nwly.com.au if the parcel still cannot be located.

NWLY will make reasonable enquiries with Australia Post and keep the customer informed of material updates.

Australia Post may require a specified period to pass after the expected delivery date before opening or completing a late-parcel investigation.

Lost parcels

If a parcel is confirmed as lost before delivery, NWLY will provide an appropriate remedy, which may include:

Sending a replacement, subject to stock availability, or
Refunding the amount paid for the affected products and applicable delivery charge

NWLY may complete reasonable tracking and Australia Post enquiries before treating a parcel as lost.

The customer may be asked to provide information reasonably required for the investigation.

Nothing in this section limits any rights or remedies available under the Australian Consumer Law.

Parcels marked as delivered but not received

If Australia Post tracking shows that a parcel was delivered but you cannot locate it, contact NWLY promptly.

NWLY may ask you to:

Check around the delivery location
Check with household members, neighbours, building management or reception where appropriate
Review any delivery photograph or safe-drop information
Confirm the delivery address
Provide information reasonably required for an Australia Post enquiry

NWLY will assess the circumstances and assist with an appropriate investigation. A delivery scan will be considered as part of the assessment but does not automatically remove any responsibility NWLY may have under applicable law.

Damaged parcels or products

If a parcel or product arrives damaged, contact NWLY as soon as reasonably possible at customersupport@nwly.com.au.

Please provide:

Your order number
A description of the damage
Clear photographs of the product and packaging where they would reasonably assist the assessment

Keep the product and packaging until NWLY confirms whether they are required for the Australia Post enquiry or product assessment.

Damaged products will be handled in accordance with the Australian Consumer Law and the NWLY Returns, Exchanges and Refunds Policy.

Missing or incorrect products

If an order contains a missing or incorrect product, contact NWLY at customersupport@nwly.com.au with:

Your order number
Details of the missing or incorrect product
Photographs where they would reasonably assist the assessment

NWLY will assess the issue and arrange an appropriate remedy.

Shipping charges and returns

Original delivery charges are not refundable for voluntary fit-related size exchanges.

Customers are responsible for the return and replacement delivery costs associated with an approved voluntary size exchange, as explained in the NWLY Returns, Exchanges and Refunds Policy.

These conditions do not limit any right to recover reasonable delivery or return costs for a faulty, damaged, unsafe, incorrect or misdescribed product under the Australian Consumer Law.

Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.