Shipping policy

Shipping Policy

All New Embers ornaments are personalised and made to order in Australia.

Processing Times

Our current production time is shown on each product page and begins after your order has been successfully placed.

Production time is separate from shipping time. During busy periods, particularly in the lead-up to Christmas, processing times may increase as order volumes grow.

Shipping Within Australia

Australian orders are shipped using the delivery option selected at checkout.

Available shipping methods, prices and estimated delivery times will be shown at checkout based on your order and delivery address.

Delivery estimates are provided as a guide only and cannot be guaranteed once your parcel has been handed to the carrier.

International Shipping

International shipping may be available to selected countries.

Available services and shipping costs will be displayed at checkout.

International customers are responsible for any import duties, taxes or customs charges that may apply in their destination country.

Customs processing can also cause delays outside our control.

Christmas Delivery

We recommend ordering as early as possible during the Christmas season.

Any delivery estimates provided by New Embers, Shopify or the shipping carrier are estimates only. We cannot guarantee delivery by a particular date unless a specific guaranteed service is clearly offered.

Delivery Address

Please check your delivery address carefully before placing your order.

As our products are made and dispatched quickly, we may not be able to change an address once an order has entered production or been shipped.

New Embers is not responsible for delivery issues caused by an incorrect or incomplete address supplied at checkout.

Tracking

Where tracking is included with your selected shipping service, tracking details will be provided once your order has been dispatched.

Some lower-cost shipping services may not include tracking.

Delayed or Missing Orders

Occasional postal delays can occur, particularly during peak periods.

If your order appears to be significantly delayed, please contact us and we will help you check the available delivery information.

Damaged Orders

If your ornament arrives damaged, please contact us as soon as possible with your order number and clear photos of the item and packaging so we can help resolve the issue.