Shipping policy

Shipping policy

When you place an order with us, order processing times may vary. We generally advise to allow up to two weeks for your delivery to arrive - this gives us enough time to prepare and package your new treasures with care, and for standard Australia Post shipping timelines.

All orders are processed within 1 week (excluding weekends and public holidays) after receiving your order confirmation notification. You will receive another notification via email and/or SMS when your order has been shipped. 

We use standard Australia Post shipping for all domestic Australian orders. International shipping is also via Australia Post. If you would prefer to use another carrier please get in contact to arrange before confirming your purchase.

Domestic Shipping Rates and Estimates

Shipping rates: Shipping charges for your order will be calculated and displayed at checkout.

FREE Australian shipping: We include FREE Australian shipping with all full price purchases over $200 AUD. Occasionally we will also offer this for Sale purchases, but reserve the right to charge shipping for heavily discounted products and trade purchases. This will be communicated at the time of sale.

Flat rate Australian shipping: We charge a flat $18.95 AUD for all orders under $200 AUD which is for a large Australia Post 5kg satchel. We reserve the right to use a smaller sized satchel if the product allows at the time of packaging.

Standard Australia Post: Reaches all of Australia in 2+ business days. Includes tracking, carbon neutral parcel delivery, and up to $100 of compensation included. We also add the "signature on delivery" option to our deliveries to ensure your parcel arrives safely to you. If you are not home when your shipment arrives, it will be taken to your nearest Australia Post shop for collection.

Shipping option

Estimated delivery time

Price

Standard Australia Post - Same state

2 - 6 business days

<$199 $18.95

>$200 Free

Standard Australia Post - Interstate metro to metro

3 - 8 business days

<$199 $18.95

>$200 Free

Christmas and high volume times

Please check the Australia Post website for advice on shipping timelines and delays


International - most locations

6 - 20 business days

Please check the Australia Post website for advice on International shipping timelines and delays based on your location.

<$1499 $18.95

>$1500 Free

What happens if my Australia Post delivery is delayed: We have never lost a parcel or package using standard Australia Post delivery service. We have however occasionally had parcels take longer than the standard advised delivery timelines due to Aus Post experiencing delivery delays during COVID and peak periods. Once we have shipped your parcel - all care will be given to ensure you have the tracking number available to you so you can follow up directly with Australia Post if your parcel has not arrived as expected.

What happens if my Australia Post delivery is lost: Please ensure that your shipping information and phone number are correct at the time of placing your order. Once a parcel or package has been shipped, Nouvelle Nomad can not be held responsible for Australia Post misplacing or mis-delivering an item. You will receive Australia Post tracking notification so you can track the delivery.

We will always select the "signature on delivery" option for your order, which requires someone to sign for the package on it's arrival. If no-one is home, the package will be taken to your local Australia Post Shop for pick up within the next 10 days. If the package is not collected within the timeframe, Australia Post returns the package to sender. If this happens and you would like a re-delivery, this will be charged at the price of the shipping.

If you would prefer that Insurance is included in your Australia Post delivery this can be arranged and charged additionally at the time of your order. Please get in touch to arrange this if you would prefer.

Local delivery

We offer FREE local delivery to customers with 5km of our warehouse in Collingwood. 

When you place your order, if you check the free local delivery option we will contact you to arrange the best days and time for us both within 2-3 business days.

Suburbs include Fitzroy, Collingwood, Thornbury, Richmond, North Fitzroy, East Melbourne, City, Abbotsford, Clifton Hill.

In-store pickup

If you would prefer to drop past and pick up your order yourself - we can arrange this from the location of the item. It will either be located at our warehouse in Collingwood, or in the Mark Tuckey Melbourne showroom in Thornbury.

We will contact you at the time of purchase to arrange a pick up time that suits us both, generally in 2-3 business days.

International Shipping

We offer FREE international shipping on all full price rugs to most countries: including UK, Europe, US, New Zealand

Other countries we ship to: Please get in contact for all other regions and countries before purchasing as shipping availability via Australia Post varies.

For other orders, including Sale, trade and orders under $200AUD, please get in contact for a shipping quote before purchasing.

Broader delivery timelines should be expected for international shipping since expectations can vary greatly depending on the destination.

Shipping option

Estimated delivery time

Price

Standard

8 - 20 business days

POA

During COVID and peak times

Limited services

Some countries are not currently accepting deliveries due to COVID-19 restrictions. 

Check the destination guide below for more info. 

POA

All other countries

Check the Australia Post website for international shipping locations and timelines

POA

 

Import taxes and duties: Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Nouvelle Nomad is not responsible for these charges if they are applied and are your responsibility as the customer. We will provide you with a tax invoice at time of payment.

How do I check the status of my order?

When your order has shipped, you will receive an email and/or SMS notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us at hello@nouvellenomad.com with your order number, and we will look into it for you.

Refunds, returns, and exchanges

For our full refunds and returns policy see our return policy page 

We accept returns up to 14 days after delivery, if the item is unused and in its original condition, then we will refund the full order amount minus the shipping costs for the return. 

In the event that your order arrives damaged in any way, please email us as soon as possible at hello@nouvellenomad.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at hello@nouvellenomad.com