We offer free standard shipping Australia-wide on eligible orders of $99 AUD or more.

• Orders are generally processed within 1–2 business days, excluding weekends and Victorian public holidays.
• For orders placed before 12:00 pm Melbourne time on a business day, we aim to dispatch available stock on the same day. Same-day dispatch is not guaranteed during peak periods.
• Once your order has been dispatched, tracking information will be sent to the email address provided at checkout.
• Orders containing multiple products may be dispatched in separate parcels.

• Standard shipping generally takes 2–10 business days after dispatch.
• Express delivery estimates are displayed at checkout where express shipping is available.
• Regional and remote locations may require additional delivery time.

If a product is available for pre-order, its estimated dispatch timeframe will be shown on the product page or communicated before purchase.

• Pre-order dispatch dates are estimates and may change due to production, international freight, customs processing or other supply-chain delays.
• Free standard shipping applies to Australian pre-orders unless stated otherwise on the product page.
• If an order includes both in-stock and pre-order products, we may dispatch the products separately.
• If a pre-order is materially delayed, we will provide an updated estimate and an appropriate solution in accordance with Australian Consumer Law.

• Please check that your name, delivery address, postcode and contact details are correct before completing your order.
• Contact us as soon as possible if an address needs to be changed. Once an order has been dispatched, we cannot guarantee that the carrier will be able to redirect it.
• If a parcel is returned because an incorrect or incomplete address was supplied, the customer may be responsible for reasonable redelivery costs.
• Redelivery fees will not apply where the return was caused by an error by Thai Latex Pillow or our delivery provider.

Where Authority to Leave is available or selected, the carrier may leave the parcel in a location it considers safe.

• Please provide a secure and accessible delivery location.
• If tracking shows the parcel as delivered but you cannot locate it, first check around the property and with other household members or neighbours.
• Contact us promptly if the parcel is still missing so we can assist with a carrier investigation.

If your parcel is significantly delayed, lost or arrives damaged, please contact us as soon as possible.

• Include your order number, a description of the issue and any relevant photographs of the product and packaging.
• We may ask you to assist with information reasonably required for a carrier investigation.
• Where we are unable to supply an order within the stated timeframe or a reasonable period, we will provide an appropriate solution, which may include a revised delivery estimate, replacement, cancellation or refund depending on the circumstances.
• Any remedy will be provided in accordance with Australian Consumer Law.

Contacting us promptly helps us investigate with the carrier. It does not limit any rights you may have under Australian Consumer Law.

We can deliver to eligible PO Boxes and Parcel Lockers where the parcel size and selected carrier allow it. Australia Post may be required for these addresses.

If a product cannot be delivered to the supplied PO Box or Parcel Locker, we will contact you to request an alternative street address.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

This policy operates in addition to any consumer guarantees that apply to your purchase.

We may update this policy when our shipping services, rates or delivery processes change.

Changes to this policy do not retrospectively reduce the rights applying to an order already placed.

For questions about shipping, delivery or tracking, please contact us:

Email: info@thailatexpillow.com
Hours: Monday–Friday, 9:00 am–5:00 pm Melbourne time