Shipping & Delivery
Domestic Shipping
Domestic Shipping (Australia & New Zealand)
Standard: Estimated 2–6 business days
Express: Estimated 1–3 business days
Orders within Australia and New Zealand are shipped via Australia Post.
International Shipping
We ship all international orders via DHL Express.
Estimated delivery is 1–3 business days, depending on your destination. Please note these delivery timeframes are estimates only, and delays caused by customs clearance, border processing, weather events, or local courier disruptions are outside of Setaye's control.
Duties & Taxes
United States: Due to current import tariffs and customs requirements, applicable duties and taxes for orders shipped to the United States are calculated and collected at checkout. No additional duties or taxes will be payable upon delivery.
All other international destinations: Orders are shipped on a Delivered Duty Paid (DDP) basis. This means all applicable duties, taxes, VAT and import charges are paid by Setaye on your behalf, so there are no additional customs charges due upon delivery.
You should not be charged any additional duties or taxes upon delivery. If you are unexpectedly asked to pay import fees, please contact us at chloe@setaye.com before making payment so we can assist you
Order Processing
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information. Orders are typically processed and dispatched within 24 hours of being placed. Orders placed before 12:00 pm (AEST) are generally dispatched the following business day.
Please ensure your shipping address is correct before placing your order. Address changes can only be accommodated prior to dispatch. Once an order has been shipped, we are unable to redirect or amend the delivery address.
Delivery Responsibility
Once your parcel has been collected by the shipping carrier, responsibility for delivery transfers to the courier.
While we are always happy to assist with tracking enquiries where possible, Setaye is not liable for delays, loss, theft, damage, customs delays, delivery issues, or parcels returned after dispatch.
If your tracking indicates your parcel has been delivered but you have not received it, we recommend contacting the courier directly to lodge an investigation. We will provide any supporting information available to assist.
Lost, Stolen & Missing Parcels
Once your order has been dispatched and collected by the shipping carrier, responsibility for the parcel transfers to the courier.
Setaye is not liable for parcels that are lost, stolen, delayed, damaged, or missing during transit or after delivery.
If you believe your parcel has been lost or if tracking indicates it has been delivered but you have not received it, you must contact the shipping carrier directly to lodge an investigation or claim. We are happy to provide any available shipping information to assist; however, Setaye does not offer replacements, refunds, or compensation for parcels that are lost, stolen, or missing once they have been dispatched.
Returned Parcels
If a parcel is returned to Setaye for any reason outside of our control, including but not limited to:
- an incorrect or incomplete shipping address provided at checkout;
- failure to collect the parcel;
- refusal of delivery;
- refusal to pay any applicable customs charges (where relevant); or
- any other circumstance caused by the customer,
Setaye accepts no liability for the returned shipment.
Orders returned to us under these circumstances are not eligible for a refund. If you still wish to receive your order, a new order must be placed using the correct shipping details.
Incorrect Address
It is the customer's responsibility to ensure all shipping information provided at checkout is accurate and complete.
If an order is dispatched to an incorrect address supplied by the customer, Setaye is not responsible for the parcel once it has left our warehouse. Should the parcel be returned to us, the order will not be refunded and a new order will need to be placed.
PO Boxes
We recommend using a physical street address wherever possible, as DHL Express may be unable to deliver to PO Boxes in certain countries.
Shipping Costs
Shipping costs are calculated at checkout based on your delivery location and the size and weight of your order.
For international DHL Express orders, any applicable duties and taxes are included in the shipping cost calculated at checkout under our Delivered Duty Paid (DDP) service, meaning there are no additional import charges due upon delivery.