We currently ship to customers within Australia. This policy explains how your order is dispatched, estimated delivery timeframes, shipping costs, and what happens if something goes wrong in transit.
This policy should be read together with our Returns & Refunds Policy and Terms of Service.
1. Where We Ship
We currently ship to addresses within Australia.
Delivery availability may depend on the delivery address, carrier availability and any applicable delivery restrictions.
We may be unable to deliver to certain addresses where delivery is restricted by the carrier or where there are other legal or operational limitations.
If you have any questions about whether we can deliver to your address, please contact us at hi@tailsy.com.au.
2. Where Your Order Ships From
Tailsy is an Australian business and our inventory may be held at different fulfilment locations.
Depending on the product and where inventory is available at the time your order is placed, your order may be dispatched from within Australia or from an overseas fulfilment location.
We select the fulfilment route based on product availability and the most appropriate available delivery service.
Where an order contains products held in different locations, it may arrive in more than one parcel at no additional shipping cost to you.
3. Processing Time
We generally aim to process and dispatch orders within 1–2 business days after your order is placed and payment is confirmed.
Orders placed on weekends or public holidays may be processed on the next business day.
During peak periods — including Christmas, Black Friday, major holiday periods and promotional events — processing may take longer than usual.
Processing and dispatch timeframes are estimates unless we expressly state otherwise.
4. Delivery Timeframes
Once dispatched, delivery is generally estimated at 7–12 business days.
Delivery timeframes are estimates, not guaranteed delivery dates.
Delivery may take longer due to circumstances outside our reasonable control, including:
- Christmas and other peak delivery periods;
- carrier or postal network congestion;
- customs or border processing where applicable;
- severe weather or natural events;
- public holidays;
- local delivery conditions or disruptions; or
- other transportation or logistics delays.
A delay beyond an estimated delivery date does not, by itself, mean that your order has been lost or automatically entitle you to a refund or replacement, except where applicable law provides otherwise.
If we become aware that we cannot dispatch your order within a timeframe expressly represented at the time of purchase, we will provide any notice, revised shipping date, cancellation option, consent request or refund required by applicable law.
5. Shipping Costs
Standard shipping is currently free on eligible orders unless otherwise shown at checkout.
Any expedited, optional or order-specific shipping charge will be displayed at checkout before you complete your purchase.
The shipping amount shown at checkout will apply to your order.
6. Duties, Taxes and Customs
Tailsy covers any applicable import duties, taxes and customs charges associated with your order.
You will not be required to pay additional import duties or customs charges to receive your delivery.
If a carrier, logistics provider or customs authority unexpectedly asks you to make such a payment, please contact us before paying it at hi@tailsy.com.au so that we can investigate and resolve the issue where applicable.
Customs or border processing may occasionally delay a shipment where an order is dispatched from an overseas fulfilment location. Such processing is outside our direct control and does not change the price you paid for your order.
7. Tracking
All orders are dispatched with tracking. You will receive tracking information once your order has been dispatched.
Please allow some time after dispatch for tracking information to begin updating.
If you have not received tracking information within 5 business days of placing your order, please check your spam or junk folder and then contact us at hi@tailsy.com.au.
8. Delayed, Lost and Missing Parcels
If your order has not arrived within the estimated timeframe, please contact us at hi@tailsy.com.au and we will review the available tracking information and, where appropriate, investigate with the carrier or logistics provider.
A delayed parcel is not necessarily a lost parcel, and carrier investigation timeframes may vary depending on the circumstances.
Parcels Marked as Delivered
If tracking shows your order as delivered but you cannot locate it, please first:
- check the delivery location and any safe places around the property;
- check with household members and, where appropriate, neighbours;
- check with reception, building management or your mailroom where applicable; and
- review any delivery information or collection instructions provided by the carrier.
If you still cannot locate the parcel, please contact us. We may request reasonable information from you and raise an enquiry with the relevant carrier or logistics provider.
A carrier scan showing delivery does not by itself establish that Tailsy is responsible for any subsequent loss, theft or disappearance of the parcel.
Any responsibility, refund, replacement or other remedy will be determined having regard to the circumstances, available delivery information, our Returns & Refunds Policy and applicable consumer law.
Nothing in this section limits your rights under the Australian Consumer Law.
9. Delivery Addresses
Please check your delivery address and contact details carefully before completing your order.
If you notice an error, contact us as soon as possible. We will make reasonable efforts to correct it, but we cannot guarantee that an address can be changed once an order has entered fulfilment or has been dispatched.
To the extent permitted by applicable law, we are not responsible for delivery problems resulting from incorrect or incomplete delivery information supplied by the customer.
If a parcel cannot be delivered because of an incorrect or incomplete address, or is refused, unclaimed or returned to us, any refund, redelivery or applicable costs will be handled in accordance with our Returns & Refunds Policy and applicable law.
10. Multiple Parcels
An order containing multiple products may occasionally be dispatched in more than one parcel.
Different parcels may arrive at different times and may have separate tracking information.
There is no additional shipping charge simply because we choose to fulfil your order in multiple parcels.
11. Damaged or Incorrect Deliveries
If your order arrives damaged, defective or incorrect, please contact us as soon as reasonably possible.
We may request photographs, videos, packaging information or other reasonable information to help us assess what has occurred.
Damaged, defective and incorrect products are handled in accordance with our Returns & Refunds Policy and applicable consumer law.
12. Changes or Cancellation Before Dispatch
If you need to change or cancel an order, please contact us as soon as possible at hi@tailsy.com.au.
Once an order has entered fulfilment or has been dispatched, we may not be able to change or cancel it.
Nothing in this section limits any cancellation right available to you under applicable consumer law.
13. Risk of Loss or Damage
Risk of loss or damage passes to you when your order is delivered to the delivery address provided at checkout.
Where applicable law provides otherwise, that law applies.
Nothing in this section excludes, restricts or modifies any consumer guarantee or statutory right that cannot lawfully be excluded under the Australian Consumer Law.
14. Your Consumer Rights
Nothing in this policy excludes, restricts or modifies any consumer guarantee, statutory right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law, including rights relating to delayed, lost, damaged, defective or undelivered goods.
15. Changes to This Policy
We may update this policy from time to time.
The version of this policy published on our website at the time you placed your order is the version that applies to that order, except where changes are required by law or otherwise apply to you under applicable law.
Changes will not retrospectively reduce any mandatory rights relating to an order already placed.
16. Contact Us
For shipping and delivery enquiries:
Prestigious Homeware Pty Ltd
trading as Tailsy
ABN 81 627 749 848
Eight Mile Plains, QLD 4113
Australia
Email: hi@tailsy.com.au
This is not a returns address. Please do not send products or parcels to this address. Returns must first be authorised and sent to the return address provided by our customer service team.
Last updated: 21 August 2026
