0403 559 753
Shipping Policy
Moore Hair Extensions
ABN 83 685 898 159
Email: natalie@moorehairextensions.com.au
Phone: 0403 559 753
1. Introduction
At Moore Hair Extensions, we are committed to dispatching your order quickly and securely. This Shipping Policy explains processing times, delivery expectations, courier responsibilities, and how we manage shipping issues.
Please read this policy alongside our Returns & Refunds Policy and our Product Guarantee & Fault Assessment Policy.
2. Dispatch Timeframes
We aim to dispatch orders promptly:
- Orders placed before 12pm AEST: usually dispatched the same business day
- Orders placed after 12pm AEST: dispatched the next business day
- No dispatch occurs on weekends or public holidays
During peak periods, including sales and holidays, delays may occur.
3. Shipping Within Australia
We offer the following shipping options within Australia:
Express Shipping
Estimated delivery time: 1–3 business days
Standard Shipping
Estimated delivery time: 3–7 business days
Delivery times are estimates provided by the courier.
4. International Shipping
International delivery times vary by country and customs processing.
Please note:
- Customs duties, VAT, import taxes, and clearance fees are the responsibility of the customer
- Moore Hair Extensions cannot estimate these charges
- Orders cannot be refunded due to customs fees
5. Tracking Information
Once your order has been dispatched, you will receive an email with:
- Your tracking number
- A link to monitor your delivery
Please allow up to 24 hours for tracking to activate.
6. Courier Delays, Loss & Delivery Responsibility
Once your parcel has been handed to the courier:
- Delivery becomes the courier’s responsibility
- Moore Hair Extensions is not liable for courier delays, missed deliveries, or stolen parcels
If your parcel is:
- Marked as delivered but not received
- Delayed
- Lost in transit
You must lodge an enquiry directly with the courier.
We will support you where possible, but outcomes are determined by the courier investigation.
7. Authority to Leave (ATL)
If Authority to Leave, also known as ATL, is selected or applied by the courier:
- Your parcel may be left unattended at your address
- Responsibility transfers to the customer once delivered
- Moore Hair Extensions is not liable for theft, loss, or weather damage after delivery
8. Incorrect or Incomplete Addresses
Please ensure your address is accurate at checkout.
If a parcel is returned due to:
- Incorrect address
- Incomplete address
- Unclaimed parcel
- Refused delivery
You may be charged additional re-shipping fees.
Shipping costs from the original order are non-refundable.
9. Returns Related to Shipping
Change of Mind Returns
Change of mind returns must comply with our Returns & Refunds Policy:
- Product must be unopened
- Hygiene seal must be intact
- Returned within 14 days
- Customer pays return postage
Product Quality or Fault Concerns
Product quality or fault concerns must follow our Product Guarantee & Fault Assessment Policy, which covers:
- Fault definitions
- Reporting timeframes
- Evidence requirements
Shipping delays or courier issues do not qualify for refunds unless required under the Australian Consumer Law.
10. Parcel Returned to Sender
If a parcel is returned to us, we will contact you to arrange re-delivery. Re-delivery requires additional postage fees.
11. Pre-Orders & Backorders
If an item is listed as pre-order or backorder:
- Estimated dispatch dates appear on the product page
- Mixed orders may ship together unless separate shipping is requested
- Separate shipments may incur additional fees
12. Wholesale Shipping
Wholesale shipments may:
- Require longer processing times
- Require signature on delivery
- Require optional insurance, which is recommended for high-value orders
Wholesale orders cannot be refunded due to courier delays.
13. Contact Us
For shipping assistance, please contact us:
Email: natalie@moorehairextensions.com.au
Phone: 0403 559 753
We’re here to help ensure your delivery experience is smooth and efficient.