Shipping Policy

We want your Acci items to reach you safely and beautifully. This policy explains where we ship, what it costs, how long it takes, and what happens if something goes wrong. It works alongside our Terms & Conditions and Returns & Refunds Policy.

1.  Where we ship

We ship Australia-wide and internationally to most countries worldwide. If your country is not offered at checkout, it is not currently serviced. Write to us at hello@acciacci.com.au and we will tell you if we can arrange it.

2.  Processing and dispatch

Orders are processed and dispatched within 1 to 2 business days, Monday to Friday, excluding Victorian public holidays. During drop weeks and peak periods, dispatch may take up to 4 business days. You will receive a confirmation email when you order and a dispatch email with tracking when your parcel is on its way.

Delivery estimates run from dispatch, not from the date you order, and are provided by Australia Post. All parcels are tracked. If you choose authority to leave at checkout or with the carrier, the parcel is at your risk once delivery is recorded - we recommend delivery to an address where someone
can receive it.

 3.  Taxes and Duties

International prices do not include import duties, customs charges or local taxes (our prices have Australian GST removed for export where the law allows). As the importer, you are responsible for any amounts levied by the destination country. This is disclosed at checkout before you pay. If a parcel is returned to us because duties were unpaid or it was unclaimed, we will refund the product price less our actual shipping and return-handling costs.

Delivery estimates for international orders depend on the destination and customs processing, and can extend beyond the ranges above during peak periods.

4.  Tracking your order

Once dispatched, you will receive a tracking link by email. Please allow up to 24 hours for tracking to update after dispatch. You can also write to us at hello@acciacci.com.au with your order number at any time.

5.  Delays

Delivery timeframes are estimates and are not guaranteed. We are not responsible for delays caused by the carrier, customs, weather or events outside our control - but if your parcel is running late, contact us and we will follow it up with the carrier for you.

6.  Lost or damaged parcels

If your tracking shows delivered but you have not received your parcel, or your order arrives damaged, contact us at hello@acciacci.com.au within 7 days with your order number and (for damage) photos. We will investigate with the carrier and make it right - including, where a consumer guarantee applies, replacement or refund at no cost to you. Please keep all packaging for a damage claim.

7.  Incorrect address

Please check your delivery details carefully at checkout - we cannot be responsible for orders delivered to an incorrect address you provided. If you spot a mistake, contact us immediately at hello@acciacci.com.au and we will try to update it before dispatch. If a parcel is returned to us as undeliverable, we will contact you to arrange re-delivery; re-shipping costs may apply for address errors.

You have 15 days from the date of delivery to return any product. Once we create and send you the return label, you have 5 days to process the shipment. Any return sent outside the specified timeframe will not be refunded and will be made available for the client to pick up again at our warehouse at their own expense.

1. Access our returns portal and follow the steps to process your return.
2. Once the return is accepted, you will receive an email with all the steps to drop off your package.
3. The returned items should be packaged in their original condition with the original labels. If you are returning a bag or shoes, they must be placed inside their original box, and the return label should not be attached directly to the box. You can reuse our shipping bag or use a new one. Any Paloma Wool product that is returned faulty, damaged, dirty, used or deteriorated will not be refunded and will be available for the client to pick it up again at our warehouse at their own expense.
4. If you are returning a product that it is faulty or wrong, please follow the below steps and upload pictures to the return portal, our CS team will review it and give you a solution.

*There is a fee for every return that will be deducted from your refund when the return is processed. Original shipping costs are not refunded.

If you want to make an exchange for another size, you will need to make a return and place a new order. Please, email us at hola@palomawool.com to get a refund on the shipping costs that may be added to your second order.

If, after two attempts, delivery of your parcel becomes impossible, we will try to find a safe place to leave it, and we will also leave a note to let you know where your package is and how to pick it up. If you are away from the place of delivery at the convened time, please contact us to agree on another delivery date.

If, 15 days after your parcel is available for delivery, the package has yet to be delivered for reasons not attributable to us, we will understand that you want to cancel the agreement, which will be terminated. Following that termination, we will refund you the price paid for these products as soon as possible, and within a maximum of 30 days from the date, we will terminate the agreement. In such a case, we will be authorized to charge you the transportation costs arising from the shipping and termination costs.