Shipping policy

Shipping Costs

We offer free standard shipping on all footwear and orders over $100 (AUD)! For bag orders under $100 we only charge a small flat rate of $4.95 (AUD) to help cover the cost of postage. 

We have unfortunately had to temporarily remove the option to upgrade to priority shipping due to the ever-increasing costs and decreasing reliability of delivery services worldwide. We hope to be able to reintroduce this option when shipping services stabilise. 

Shipping And Production Timeframes

Our products are not mass-produced. To minimise our environmental impact, each item is individually made once ordered by our carefully vetted, reliable offshore product makers, and then shipped directly from our makers to you.

Production usually takes about a week, however in peak periods or when global events impact supply chains we may occasionally see longer production timeframes. 

While we cannot guarantee shipping timeframes for your order, we can provide estimates based on recent average delivery timeframes. Please see our FAQ for updated average shipping timeframes (use as a guide only).

Please note that these shipping timeframes do not include production times.

Delivery Delays

Please understand that global events continue to cause shipping delays worldwide and are completely outside of our control, therefore we cannot provide any guarantees about delivery dates or timeframes. By ordering with us you acknowledge that unexpected delays such as customs hold-ups, worker strikes, natural disasters or other delays may occur, and Offbeat Sweetie is not liable for any such delays. 

No refunds will be given for items that have not yet been received due to longer than expected production or shipping times, or are lost in transit. If, however, investigation reveals that your goods have been lost in transit, you will be sent a free replacement. Please note that we are not responsible for parcels once they have been confirmed as delivered according to the tracking. 

Please know that we are dedicated to getting items out to our customers as soon as possible and we are working super hard with our production partners to minimise the waiting times for our customers as much as we can. We thank you for being patient and continuing to support our brand!

Orders With More Than One Product

Please note that we partner with a number of different product makers, so orders with more than one product may be sent separately, may arrive at different times, and may have different packaging depending on if they come from the same product makers or not. 

Customs/Import Taxes

    For international shipping please note that any customs fees / import taxes / VAT etc are the responsibility of the customer. Taxes are set by each country's government and are outside of our control. Failure to pay your country's import taxes may result in your package being returned to sender.

    Incorrect Address

    The shipping address entered by a customer is shown at checkout, and in the order confirmation email received after a purchase is made. In the event that an incorrect address was entered by a customer, the customer must contact Offbeat Sweetie immediately as address changes can only made before the order has been processed. Offbeat Sweetie cannot change the address after a "made on demand" product has gone into production or has been shipped.

    Offbeat Sweetie takes no responsibility for orders shipped to an incorrect or invalid address due to customer error, and is not liable for any loss associated.

    Missed Deliveries

    If a customer is not home at the time of delivery, the delivery person may leave the package if it is deemed safe to do so, or otherwise they will leave a card advising of pickup or redelivery options. It is the customer's responsibility to contact them for redelivery or to pick up their package from the location specified. If a customer does not make contact with their delivery provider within their required timeframe, their package may be returned to sender, which in some cases will be our Australian address, but in most cases will be our manufacturers overseas. If this happens, we will do our best to try to get the package redelivered, however we will not provide refunds for items returned to sender due to a customer's failure to make arrangements to collect their parcel, and any additional costs associated with having items re-made and/or re-shipped will be the customer's responsibility. 

    Missing/Stolen Packages

    Offbeat Sweetie is not responsible for packages after they have been confirmed as delivered according to the tracking. No refunds will be given for packages that are stolen or reported missing after they have been confirmed as delivered.

    If a customer believes that their package has either not been delivered or has been stolen, they are advised to contact their delivery service to confirm whether they have actually delivered the package and file a lost parcel complaint. In some cases, the customer may be required to report their package to the police as stolen before the delivery service will be able to proceed with any claims. Customers are encouraged to contact us if they are unable to get a satisfactory resolution with their delivery service so that we may help to resolve the situation.