SHIPPING POLICY
 
Thank you for visiting and shopping at The Rock Boudoir. The following information sets out the terms and conditions that constitute our Shipping Policy.

1. Processing your Order

   An email confirmation is sent to your e-mail address after placing your order. Please keep this e-mail as proof of your purchase.

2. Shipment Processing Time

   Processing time refers to the time it takes for us to prepare your order for shipping.

   After your payment is authorised and verified, all orders are processed within business days. We will contact you if, for some reason, there are any delays.

   Orders received before 12 noon AWST on business days will begin processing the same day. Orders placed on weekends or public holidays will begin processing the next business day. During peak periods and holidays, processing times may be extended by 5 business days.

3. Shipment Locations
   We ship from various locations worldwide.

4. Shipment rates and delivery estimates

   We endeavor to get your order to you as soon as possible. Once your order is placed, an estimated delivery time will be provided to you. Delivery times are estimates and commence from the date of shipment, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Estimated arrival dates are not guaranteed. Weather delays and other unforeseen circumstances may impact delivery time. Unless there are exceptional circumstances, we make every effort to fulfil your order.

   1. Please note:

   2. Shipping Rates and Methods:

      We offer free and flat rate shipping methods. Noted shipping times vary from 7 days to 30 days or so. 

5. Tracking Options

   The Rock Boudoir aims to provide visibility and transparency throughout the shipment process. Once your order is confirmed and shipped, you will receive a link to track your package.

6. International Customs, Duties and Taxes

   1. The customer is solely responsible for all customs duties, import taxes, VAT, and other charges imposed by customs authorities in the destination country. We are not responsible for any delays, confiscation, or additional costs due to customs processing. Customers must comply with all import restrictions and regulations of their country. Prohibited or restricted items may be seized or returned at the customer's expense.

7. Damages

   If there is any damage to the packaging on delivery, contact us immediately at sales@therockboudoir.com.

8. Missing or Lost Package

   There are several reasons why a package gets lost or becomes a deliver exception. We’ve found that, more often that not, the package is either in the building or with a neighbour. The Rock Boudoir politely requests that customers look in common courier hiding spots. Please take a look around and let us know if you find it. If you haven't located your order, please contact us at to report missing or lost packages.

9. Questions

   If you have any questions about the delivery and shipment of your order, please see our FAQ page, or contact us at sales@therockboudoir.com.

10. Damage Claims Process

    To file a damage claim, customers must: (1) Take clear photos of the damaged packaging and contents within 24 hours of delivery; (2) Retain all original packaging materials for inspection; and (3) Submit a written claim form with supporting documentation within 5 business days of delivery. Our team will investigate all claims within 7 business days of submission.

11. Package Investigation and Liability

    If a package remains missing after initial search, customers must report this within 3 business days of the expected delivery date. The Rock Boudoir will initiate an investigation with the courier service within 3 business days of receiving the report. While we will assist with tracking and claims, our liability is limited to the original purchase value of the items. Refunds or replacements will be processed only after completion of the investigation and confirmation of loss.