SHIPPING INFORMATION
FREE SHIPPING
The Well-Heeled (TWH) currently offers FREE standard shipping on:
-Australian orders over $100
-NZ orders over $150 AUD
-International orders over $200 AUD ($140 USD)
Free standard shipping will be automatically applied at the checkout for orders over these amounts. This offer excludes express shipping.
SHIPPING CALCULATOR
For all other orders (including express), please select your country or region in the cart shipping calculator to find out your estimated shipping cost.
Shipping options are also shown automatically when you enter your address at the checkout.
SHIPPING METHODS
Standard or express shipping is available for all metro domestic (AU) and international orders, and customers may select their preferred method at the checkout.
TWH uses Sendle for all standard shipping and Australia Post / DHL for express orders, regional orders, PO Box and Parcel Locker.
PROCESSING AND DELIVERY TIMEFRAMES
Once your order is placed, it will be processed by our warehouse. TWH orders are processed Monday to Friday, excluding public holidays.
Standard orders are processed within 2-4 business days after placement, and express orders within 1-2 business days (excluding public holidays).
Your shipping information is then sent to our delivery partners (Australia Post, DHL or Sendle) who will pick up and deliver your order. Please see the tracking section below in regards to when you will receive a tracking number, which is included with all our orders.
Standard domestic orders (Australia) usually take 7-10 business days (after dispatch) to arrive.
Express domestic orders will arrive within 3-5 business days (after dispatch).
International order delivery timeframes are less predictable due to customs processing which vary between countries, however usually take 14-28 business days for standard orders, and 7-14 days business days for express orders.
Please note that due to the current COVID situation our delivery partners may take longer than usual to deliver your order. Unfortunately TWH doesn’t have control over this, although we will always endeavour to have your order processed and ready for shipping as soon as possible.
TRACKING YOUR ORDER STATUS AND SHIPPING
A postage tracking code is sent for all orders once your order has been dispatched with our delivery partner. Please note, that while your order is processed in the timeframe given above, it may take several days or up to a week to receive your tracking number for shipping. This is because tracking codes aren’t created until the order is picked up and processed by our shipping partner (e.g. Australia Post). The time frame of this is outside of our control and there have been some delays since COVID, which are still persisting now.
You will, however, receive an order number immediately after placing your order. You can follow up with us any time at hello@the-well-heeled.com to check the status of your order.
You will receive automatically generated emails from our system at various points through the process – including order creation, processing completion, and sent for shipping. Please check your junk or spam mail if you have not received these emails. If you have created an account you can login to the account and check the status of your order. If your order says ‘completed’ it means processing has finished (not that order has been delivered – please see shipping tracking for this).
We always endeavour to make the process as quick as possible, and we appreciate your patience and understanding with factors outside of our control.
SHIPPING DESTINATIONS
TWH ships worldwide excluding Algeria, Albania, China, Guatemala, Iran, Morocco, Nicaragua, North Korea, Oman, Serbia, Sudan, Syria, Tunisia, Ukraine and Yemen.
SHIPPING COSTS - AUSTRALIAN ORDERS
Standard shipping
Standard shipping is currently available to all areas in Australia (domestic and remote) and usually takes 7-10 business days for orders to arrive.
For orders over $100 standard shipping is FREE. Free shipping is automatically applied at checkout.
For orders under $100 TWH charges a flat fee of $8 (metro) or $10 (regional) for standard delivery.
Express shipping
Express shipping is available to all metro areas and usually takes 3-5 business days for orders to arrive.
TWH charges a flat fee of $15.00 for express shipping.
Express shipping is not currently available to remote areas in Australia.
Please contact hello@the-well-heeled.com if you require express shipping and are unsure which zone your address falls into.
SHIPPING COSTS - INTERNATIONAL ORDERS
Standard and express delivery is available for all international orders. Costs for each method are displayed in cart and at checkout once you enter your country and address.
Free shipping
TWH offers FREE international standard shipping on:
-NZ orders over $150 AUD ($158 NZD)
-All other international orders over $200 AUD ($140 USD)
Standard shipping
–NZ orders: $15.00
-All other international orders: $25.00
Express shipping
-NZ orders: $30.00
-All other international orders: $45.00
Please note all prices on the-well-heeled.com including shipping costs are displayed in AUD as indicated at cart and checkout.
INTERNATIONAL CUSTOMS & TAXES
Orders shipped outside of Australia may be subject to import taxes, customs duties and certain country fees.
The Well-Heeled has no control over these charges and they are the responsibility of the Customer. They are not included in the cost of your order or shipping fee.
If you are unsure about additional charges which may apply to your country, we recommend contacting your local customs office for further information.
ADDITIONAL INFORMATION
While TWH has made all effort to use reliable and reputable delivery partners, TWH is not responsible for packages lost, stolen or otherwise delayed once they have been dispatched from our processing centre.
If you are concerned about your order shipment please contact hello@the-well-heeled.com and we will follow up with our delivery partners (Sendle or Australia Post).
Change of address
TWH is not responsible for failed delivery due to customer change of address, or customer error when entering address at checkout.
If you wish to change your delivery address prior to order shipment, or believe you have made an error please contact hello@the-well-heeled.com as soon as possible after your order is placed. Please note TWH will be unable to change your delivery address if your order has already been processed.
If you experience any difficulty entering your address at checkout or creating an account please contact customer service at hello@the-well-heeled.com for assistance.
Authority to leave
Most TWH parcels are under 500 grams and fit into letter boxes or post boxes. As such, they do not require a signature on delivery and are sent with ‘authority to leave’ in a safe place.
To ensure secure and successful delivery, we recommend sending your parcel to an address where you will be present to receive it within the estimated delivery time frame. You can use your tracking number to find the estimated day and time your order will arrive. If this is not possible, please choose an address where someone will be available to receive the parcel for you.
If no one is available to receive your parcel it will be left in a secure location (documented by our delivery partners) at your delivery address. Please note TWH is not responsible for any lost or stolen packages as a result of the customer missing delivery.
Signature on delivery
For larger orders with parcels or boxes over 500 grams TWH may request a signature on delivery to ensure safe receipt. You will be notified if this applies to your order.
Please note that if you miss the delivery you will either:
a) be required to pick up your items from your local post office or,
b) pay for a re-delivery.
To avoid any inconvenience TWH strongly advises you be present at the delivery address on the day your order is due to arrive. Please refer to your tracking number to find the estimated day and time your order will arrive.
If you wish to have a parcel (of any size) signed on delivery you can let us know by leaving a note when you place your order.
Changing shipping method
Unfortunately it is not possible to change your shipping method (ie from standard to express) after you have placed your order. Please ensure you select the correct shipping method at the checkout.
