SHIPPING POLICY

All parcels are shipped from Brisbane, Australia within around 5 days* of receiving the order, excluding weekends and public holidays. Delivery time will depend on the shipping location. If a shipping delay occurs, we will inform customers of the issue within 72 hours.
Average delivery time to metropolitan area

When your order is ready for dispatch, you will receive an email notification with a tracking number. Please allow up to 12 hours for tracking to show as it takes time between packing and first scan when onboard for delivery.

All orders made are final, and we cannot guarantee that changes to products and/or shipping details can be made once order confirmation is sent to you. It is your responsibility to make sure all details are correct before confirming your order. 


Shipping Cost
Free Shipping if the final order value is more than $50.
Shipping fee, $7 will be applied if the final order value is less than $50.

  • Estimated delivery time using the link above does not allow for pick & pack of orders
  • Final Order Value is calculated after promotional codes are applied
  • We offer Authority To Leave and Signature Required for each shipping option. Please note, while our delivery service will do their best to meet these requests, it isn't always possible as it depends on your address type, weather, visibility to passing traffic etc.
  • Shipping may take additional time during sale periods, holidays and extreme weather events.
  • Please allow additional time for regional and rural deliveries.
  • Shipping costs can be adjusted without prior notice.
  • We deliver to PO BOX & Parcel Lockers. If using Parcel Lockers, please make sure to include the street address of the Parcel Locker location.

Authority To Leave: This gives the delivery driver the authority to leave the freight on premise if or when nobody is there to receive it. This overrides the need to obtain a signature. Once delivery completed, any lost or stolen items will be the responsibility of the customer and no replacements will be offered by New Face. New Face is not responsible for parcels left on premise that is exposed to the sun, rain or any other weather conditions. We advise you to select "Signature Required" if there is no where safe to leave a parcel or if the weather will cause damage to parcels left outdoors.

Signature Required: This requires the driver to obtain a signature on delivery. If nobody is on premise to accept the freight, the freight will be allocated to the nearest Post office for collection. New Face is not responsible for the collection of your freight from the pickup location.

IMPORTANT TO NOTE

For shipping address, we strongly advise you to use an address where someone is available to collect the parcel during business hours Monday to Friday. If no one is available to collect the parcel, the courier might leave the parcel at the address only if it is deemed safe to do so, otherwise you are responsible for picking up the parcel at a location given to you.

If a parcel is returned to New Face because it was unclaimed or had the incorrect address submitted with the order, the customer is responsible for an additional handling & postage fee of $20 to have it re-delivered. If you prefer a refund on the returned parcel, we will deduct $20 off the total order amount (excluding Express Shipping charges) to cover handling & postage fees. New Face is not responsible for unclaimed or incorrectly addressed parcels and does not offer replacement packages.

New Face is not responsible for lost or stolen packages, unless it is lost or stolen during transit. That's why we offer tracked shipping for most orders and parcels where the status "Delivered" or "Completed" will be deemed as delivered.

We ship via AusPOST or Sendle. New Face is no longer responsible for lost parcel, undelivered parcel, parcel delivered to incorrect address for your order. Please make sure your address is correct on your order confirmation email to avoid the need for redirection.