Shipping Policy AUNZ

Shipping Policy

This Shipping Policy applies to orders placed through FlybyFly’s Australian website.

Dispatch Location

Orders are packed and dispatched from our warehouse on the Gold Coast, Queensland, Australia.

Order Processing Time

Orders are usually dispatched within 1–3 business days, Monday to Friday, excluding Queensland public holidays.

During busy periods, sales events, public holidays, or promotional periods, dispatch may take longer than usual.

If there is a significant delay with your order, we will contact you where appropriate.

Australian Shipping Rates

For Australian orders:

  • Free standard shipping on orders over $200 AUD

  • Standard shipping for orders under $200 AUD: $9.95 AUD

  • Express shipping: $14.95 AUD

Shipping rates are shown at checkout before payment is completed.

NZ Shipping Rates

For NZ orders:

  • Free standard shipping on orders over $200 NZD

  • Standard shipping for orders under $200 NZD: $9.95 NZD

  • Express shipping: $14.95 NZD

Shipping rates are shown at checkout before payment is completed.

Estimated Australian Delivery Timeframes

Estimated delivery timeframes within Australia after dispatch:

  • Standard shipping: 3–7 business days

  • Express shipping: 1–3 business days

Estimated NZ Delivery Timeframes

Estimated delivery timeframes within Australia after dispatch:

  • Standard shipping: 3–7 business days

  • Express shipping: 2–4 business days

Delivery timeframes are estimates only and may vary depending on your location, the delivery carrier, peak periods, regional or remote addresses, weather events, public holidays, operational delays, or other circumstances outside our reasonable control.

Regional, rural and remote areas may take longer.

Tracking

Once your order has been dispatched, you will receive a shipping confirmation email with tracking details where available.

If you have not received your tracking email within 5 business days of placing your order, please contact Customer Care at:

hello@flybyfly.co.uk

Delivery Address Responsibility

Orders are shipped to the delivery address entered at checkout.

Please check your delivery details carefully before placing your order. FLYBYFLY® is not responsible for delays, failed deliveries or lost parcels caused by incorrect, incomplete or outdated address information supplied by the customer.

If an order is returned to us due to an incorrect address, failed delivery attempts, refusal of delivery, or because the parcel was unclaimed, we may either:

  • refund the order value excluding the original shipping costs; or
  • arrange re-dispatch of the order at the customer’s cost.

Any additional shipping, return-to-sender, customs or carrier fees incurred may be deducted from the refund where applicable.

Missing, Delayed or Marked-as-Delivered Parcels

If your parcel has not arrived within the expected timeframe, please check your tracking link first.

If your parcel appears delayed, missing, or incorrectly marked as delivered, please contact us with your order number so we can assist you.

Please report missing Australian orders within 30 days of dispatch so we can investigate with the delivery carrier.

We may need to open an investigation with the carrier before a replacement, refund or other resolution can be provided.

Damaged Parcels

Please inspect your order as soon as it arrives.

If your order arrives damaged, please contact us as soon as possible and provide:

  • your order number;
  • photos of the damaged item;
  • photos of the outer packaging;
  • photos of any damaged internal packaging; and
  • photos of the shipping label where possible.

Please do not dispose of the item or packaging until we have had the opportunity to assess the issue, as this may be required for a carrier claim or product assessment.

Packaging may occasionally show minor cosmetic wear, dents or marks caused during transit. Damage to the outer packaging alone does not automatically qualify for a refund, replacement or store credit where the product itself remains undamaged and fully functional.

If the product itself is confirmed to have been damaged during transit, we will assess the issue and, where appropriate, offer a replacement, repair, store credit or refund in accordance with applicable consumer laws and our policies.

Claims for transit damage must be submitted within a reasonable time after delivery.

Authority to Leave and Safe Drop

If you provide the delivery carrier with authority to leave your parcel, select a delivery release option, or the carrier leaves the parcel in a safe place in accordance with its delivery procedures, you are responsible for ensuring the delivery location is secure and suitable for receiving parcels.

If tracking information confirms that an order has been delivered, we may require time to investigate the matter with the carrier before a replacement, refund or other resolution can be considered.

FLYBYFLY® is not responsible for parcels that are lost, stolen or missing after delivery has been confirmed by the carrier, unless otherwise required under applicable consumer laws.

Optional Shipping Insurance or Package Protection

If shipping insurance or package protection is offered at checkout, it may provide additional protection for lost, stolen, damaged, or undelivered parcels, subject to the terms shown at checkout.

Any optional shipping insurance or package protection fee is separate from standard shipping charges.

Where shipping insurance or package protection is not selected, we will still assist with delivery issues where possible, but outcomes may depend on the carrier investigation and the circumstances of the delivery issue.

Nothing in this section limits any rights you may have under Australian Consumer Law.

International Shipping

This Shipping Policy applies to orders placed through the FLYBYFLY® Australian website.

Where international shipping is available at checkout, shipping costs, delivery estimates, duties, taxes and customs charges may vary depending on the destination country and selected shipping method.

For selected destinations, including the United States where applicable, duties, taxes and customs charges may be included at checkout. Unless expressly stated otherwise at checkout, customers are responsible for any applicable customs duties, import taxes, VAT, brokerage fees or other local charges associated with international orders.

For the most accurate shipping information, pricing and local checkout experience, customers should use the FLYBYFLY® website intended for their region where available.

Contact Us

For shipping support, please contact:

Email: hello@flybyfly.co.uk
Phone: 07 5500 0519
Hours: Monday to Friday, 9am–3pm AEST, excluding Queensland public holidays