Shipping policy

1. Introduction

At Serene Mama Store, we understand that receiving your order promptly and in perfect condition is just as important as the quality of the products themselves. This Shipping Policy explains how we handle the delivery of your orders, from processing to your doorstep.

We proudly offer free standard shipping on all orders across our service regions, with no minimum purchase required.

2. Regions We Serve

2.1 Domestic Deliveries

We deliver to all regions within our primary market, including metropolitan, regional, and remote areas in Australia.

2.2 International Deliveries

We also ship to selected international countries. All eligible international orders include free standard shipping.

Estimated international delivery timeframes are typically 8 to 14 business days, depending on destination and customs processing.

Important: Duties, taxes, customs charges, or import fees may apply depending on your country’s regulations. These charges are not included in our prices and are the responsibility of the customer.

3. Order Processing Times

Orders are processed within 1–3 business days (Monday to Friday, excluding public holidays).

• Orders placed before 5:00 PM (local time) are usually processed the same business day.
• Pre-orders or custom items may require additional processing time, as indicated on the product page.
• Processing time begins after your payment has been confirmed.

4. Shipping Times and Methods

All orders are shipped using standard shipping services. Typical delivery timeframes are:

• Domestic (Australia): approximately 8 to 14 business days.
• International: approximately 8 to 14 business days, depending on the destination and customs.

We select carriers based on speed, reliability, and coverage for your delivery location. Actual delivery times may vary due to carrier workloads, customs, and local postal services.

5. Delivery Locations

We ship to the following types of addresses, where supported by the carrier:

• Residential addresses
• Business and commercial addresses
• Parcel lockers (where available)
• PO Boxes (for small items only, where postal services allow)

6. Shipping Costs

We offer free standard shipping on all orders — with no minimum spend required.

7. Order Tracking

7.1 Tracking Information

Once your order has been shipped, you will receive an email containing your tracking details. If you have created an account, tracking information may also be available in your order history.

7.2 Tracking Activation

Tracking numbers may take 24–48 hours to become active after dispatch. In remote or international destinations, tracking updates may take up to 4 business days to appear.

7.3 Tracking Updates

If your tracking information shows no movement or updates for more than 3 business days, please contact us so we can investigate with the carrier and provide support.

8. Address Changes & Accuracy

8.1 Address Accuracy

Please ensure that all delivery information is complete and accurate, including apartment or unit numbers, company names, and any relevant delivery instructions. Serene Mama Store is not responsible for delays or failed deliveries caused by incomplete or incorrect address details provided at checkout.

8.2 Address Changes

If you need to update your shipping address after placing an order, please contact us immediately at contact@serenemamastore.com. We will do our best to update the address before your order is dispatched, but changes cannot be guaranteed once the order has been processed or shipped.

8.3 Incorrect Addresses

Orders returned to us due to incorrect or incomplete addresses provided by the customer may incur additional reshipping fees. In some cases, a restocking fee may apply if the order is cancelled. Original shipping times and free shipping eligibility do not cover reshipment costs for incorrectly addressed parcels.

9. Special Circumstances

9.1 Weather Events & Natural Disasters

Severe weather, natural disasters, or other events outside our control may cause delays in delivery. We will keep you informed of any known disruptions that could affect your order and work with carriers to minimise impact.

9.2 Peak Periods

During peak seasons (such as holidays, sales events, and public holidays), order processing and delivery times may be longer than usual. We recommend placing your orders early to ensure timely delivery.

9.3 Bulky or Special Items

Large, bulky, or specialised items may require:

• Signature on delivery
• Additional handling time
• Specific delivery arrangements with the carrier

If your order includes such items, we will contact you if any special arrangements are required.

10. Contact Us

If you have any questions or concerns about your shipment, please contact us:

Serene Mama Store

Contact
Email: contact@serenemamastore.com
Phone: +61 481 707 572

Address
6/23 Germein St, Semaphore, South Australia 5019, Australia

Business Hours
Monday to Friday, 9:00 AM – 6:00 PM (AEST, UTC+10)

Please include your order number and tracking code (if available) in your message so we can assist you as quickly as possible.

Our Commitment: At Serene Mama Store, we are committed to delivering an excellent customer experience. If something goes wrong with your delivery, please let us know — we are here to help.