Shipping policy
Domestic Shipping — Australia and New Zealand
Standard shipping: Estimated delivery within 2–6 business days
Express shipping: Estimated delivery within 1–3 business days
Orders within Australia and New Zealand are shipped via Australia Post.
International Shipping
All international orders are shipped via DHL Express.
Estimated delivery is 1–3 business days, depending on the destination. These delivery timeframes are estimates only. Delays caused by customs clearance, border processing, weather events or local courier disruptions are outside Setaye’s control.
Duties and Taxes
For orders delivered to the United Kingdom or any European country, including both EU and non-EU countries, customers are responsible for paying all applicable duties, taxes, VAT and import charges. These charges are not included in the total paid at checkout. Setaye does not cover or absorb these costs.
Any applicable charges are determined by the destination’s customs authorities and may need to be paid to the courier or relevant authority before delivery.
For international orders delivered outside the United Kingdom and Europe, all applicable duties, taxes, VAT and import charges are calculated and included in the total price paid at checkout. There should be no additional duties or taxes payable upon delivery.
If you are unexpectedly asked to pay import fees for an order delivered outside the United Kingdom and Europe, please contact us at contactus@setaye.com before making payment so we can assist you.
Order Processing
Orders are typically processed and dispatched within 24 hours of being placed. Orders placed before 1:00 pm AEST are generally dispatched the same day.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.
Please ensure your shipping address is correct and complete before placing your order. Address changes can only be accommodated before dispatch. Once an order has been shipped, we are unable to redirect it or amend the delivery address.
Delivery Issues
Once your parcel has been collected by the shipping carrier, its delivery is managed by the courier. While Setaye is always happy to assist with tracking enquiries and provide any available supporting information, courier and customs delays may be outside our control.
If your tracking indicates that your parcel has been delivered but you have not received it, please contact the courier directly to lodge an investigation and notify us at contactus@setaye.com so we can assist where possible.
Nothing in this policy excludes or limits any rights or remedies available under applicable consumer law.
Lost, Stolen or Missing Parcels
If you believe your parcel has been lost, stolen or damaged in transit, or if tracking indicates that it has been delivered but you have not received it, please contact the shipping carrier to lodge an investigation or claim. You should also contact us so we can provide any available shipping information and assist where reasonably possible.
Any available remedy will be assessed in accordance with the circumstances and applicable consumer law.
Returned Parcels
If a parcel is returned to Setaye because of circumstances caused by the customer, including:
- An incorrect or incomplete shipping address supplied at checkout
- Failure to collect the parcel
- Refusal of delivery
- Failure to pay applicable duties, taxes, VAT or import charges for an order delivered to the United Kingdom or any European country, including EU and non-EU countries
- Any other circumstance caused by the customer
the customer will be responsible for any costs associated with reshipping the order.
Original shipping costs are non-refundable. Any refund or reshipment will be assessed once the parcel has been safely returned to Setaye, subject to our returns policy and applicable consumer law.
Incorrect Addresses
Customers are responsible for ensuring that all shipping information entered at checkout is accurate and complete.
Setaye cannot guarantee that an address can be changed once an order has been placed. If an order is dispatched to an incorrect address supplied by the customer, the customer may be responsible for any return or reshipping costs.
PO Boxes
We recommend providing 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 the delivery location and the size and weight of the order.
For orders delivered to the United Kingdom or any European country, including EU and non-EU countries, shipping costs do not include duties, taxes, VAT or import charges. These charges are payable separately by the customer and are not covered or absorbed by Setaye.
For international orders delivered outside the United Kingdom and Europe, all applicable duties, taxes, VAT and import charges are included in the total price paid at checkout.
International Returns
For international orders, we offer store credit only unless the item is faulty. We do not offer international exchanges, as the additional shipping, duties and taxes are too costly for Setaye to absorb.
Once your return has been received and approved, we will issue store credit so you can place a new order for your preferred item or size. Shipping costs and any applicable duties, taxes or import charges on the new order are payable by the customer.
Customers are responsible for arranging and paying all return shipping costs to Australia for change-of-mind, sizing or other non-fault-related returns. International return postage can be expensive, so we recommend reviewing our size guide and returns policy carefully before placing an order.
Setaye does not provide prepaid international return labels for change-of-mind or sizing returns. We strongly recommend using a tracked shipping service, as Setaye is not responsible for a returned parcel until it has been received at our return address.
If your item is faulty, damaged or incorrectly supplied, please contact us before returning it. The store-credit-only policy does not limit your rights under applicable consumer law. Any remedy and return shipping costs will be handled in accordance with those rights.