Updated May 2026.
1. Overview
1.1 This Shipping Policy outlines the guidelines for shipping and delivery of product purchased from Pulcra Pty Ltd ACN 688 313 498 (Pulcra, we, us, or our) via website, www.pulcra.com.au
1.2 Pulcra reserves the right to modify this Shipping Policy at any time.
2. Order processing time
We know you are excited to receive your items! Orders are typically processed within 2-3 business days (excluding weekends and public holidays) after your payment has been confirmed. You will receive a separate notification via email when your order has been shipped.
3. Shipping timeframes & carriers
3.1 When you place an order, we'll provide an estimated shipping time. Please keep in mind this is an estimate only, and your order might arrive a little before or after the timeframe. While we'll do our best to meet these estimates, we're not liable for any loss or damage if your order is delivered later than expected.
3.2 We partner with third-party carriers to ship and deliver all our orders. Once your order is dispatched, the carrier will provide you with tracking details and their own estimated delivery times.
3.3 Please note that we are not liable for any damage or loss caused by any third-party carrier once the package is in their care.
4. Shipping methods & options
We offer various shipping methods, including standard and express delivery options. The specific methods available for your location, along with associated costs, will be clearly presented to you during the checkout process.
5. Delivery acceptance & responsibility
5.1 Your order will be delivered to the nominated shipping address you provide. It is your responsibility to ensure an authorised party is available to accept delivery of the shipment at this address.
5.2 We are not responsible for any delay, loss, or damage to the product caused by your failure to accept delivery, or if any delay occurs for reasons that are your responsibility.
6. Delivery capabilities
We may not be able to deliver to all locations. We reserve the right to decline or cancel an order if the delivery address is not within our current delivery capabilities. If this happens, we will notify you as soon as possible.
7. Shipping costs and refunds
7.1 Any applicable delivery fees will be displayed to you before you complete your purchase. These fees, along with the product cost, are due at the time of payment processing.
7.2 Please note that shipping costs are generally non-refundable, except where explicitly required by Australian Consumer Law. For more details on refunds, please refer to our Returns Policy linked here: https://pulcra.com.au/policies/refund-policy
8. International Shipping
8.1 Currently we are only offering shipping within Australia and New Zealand. Shipping costs and estimated delivery times for all orders will be calculated at checkout.
8.2 Please be aware that orders to New Zealand may be subject to customs duties, taxes and fees imposed by the destination country. These charges are the responsibility of the customer and are not included in the item price or shipping cost. We recommend checking with your local customs office for more information.
8.3 Delays may occur due to customs processing in the destination country, which are beyond our control.
9. Incorrect shipping address or address changes
9.1 It is crucial that you ensure the accuracy of your shipping address when placing an order. If an incorrect address is provided and the order has already been dispatched, we may not be able to redirect the shipment. Any costs associated with re-shipping due to an incorrect address will be your responsibility.
9.2 If you need to change your shipping address after placing the order, please contact us immediately at support@pulcra.com.au. We will do our best to accomodate the change if your order has not been processed for shipment.
10. Lost or Damaged shipments
10.1 If your order appears to be lost in transit or arrives damaged, please take the following steps:
(a) Contact us at support@pulcra.com.au within seven (7) days of receiving the damaged product or the expected delivery date for a lost shipment.
(b) Provide us with a detailed description of the damage / loss and clear photographic evidence of the issue as appropriate. This will help us to assess the situation quickly and determine the next steps in accordance with our Returns Policy.
10.2 While we are not liable for the loss or damage caused by the shipping carrier, we will work directly with the carrier to investigate the issue and facilitate the claims process and may offer remedies such as a replacement, repair or refund depending on the circumstance and only if approved by our Returns Policy. We may request that the damaged item be returned to us.
11. Contact Information
If you have any questions about this Shipping Policy or questions regarding your order, please do not hesitate to contact us at support@pulcra.com.au
