COURIER SHIPPING ON ALL ORDERS AUSTRALIA WIDE - FREE ORDERS OVER $120 

Frequently Asked Questions

SHIPPING

Where do you ship my order from?

All orders are dispatched from our Sydney warehouse.

Do you ship internationally?

Yes.

How long does it take for my item to be shipped?

Orders are shipped out from our warehouse Monday through Friday.

To track your parcel please click on the following link "track my order".

AUSTRALIAN ORDERS:

Free courier shipping on orders over $120.

Only $15 for courier shipping on orders under $120.

Following dispatch, Australian orders will usually be received in 

VIC, NSW, SA, QLD, ACT: 1-4 business days

TAS, NT, WA: 3-8 business days

Please note, transit times are indicative only and based on metro areas within states.

Orders are shipped by Australia Post or by courier. There is no signature required on delivery. All shipping partners may leave packages unattended at your location.

Please note that there are currently delays with postal services due to Covid-19 and shipping timeframes cannot be guaranteed. If you choose an express post, once dispatched, your order will be sent on the fastest service available. No refunds will be provided due to postal delays that are out of our control.

INTERNATIONAL ORDERS:

International orders are dispatched within 1-2 business days (AEST/AEDT). Shipping rates and methods will be displayed in your cart at checkout.

ORDER TRACKING:

What is my tracking number?

Your tracking number can be found in the dispatch email notification. Please check your spam folder first before contacting our customer service team at  info@newstaraus.com.au

Once your order is dispatched, you will receive order tracking by email and receive updates during the delivery process (for both Australian and International orders).

You can track the status of your order after it has been shipped using the Australia Post tracking number provided in your “Order Shipped” email.

If the item(s) has been held up with Australia Post or the courier, it is the customer’s responsibility to contact Australia Post or the courier directly using the tracking number provided.

Please note - it is critical that you double check your shipping address before purchasing because once the order has been processed, the shipping address cannot be changed. If you enter an incorrect delivery address and the parcel is “returned to sender”, you will incur a shipping fee to ship it back to the correct address.

 New Star Australia . will not be responsible for delivery delays due to unforeseen circumstances beyond our control, such as delays due to severe weather, natural disasters, carrier delays or strikes. 

New Star Australia does not charge import duties or taxes when shipping outside Australia. Customers outside Australia may need to pay import duties according to their own country's tax laws. 

Delivery occurs at the customer’s risk.

RETURNS

What is your return period?

Our return period to 30-days on all orders 

Please note that all shipping costs associated will be at the expense of the buyer.

The product must be returned in perfect condition and original packaging in order for a refund to be eligible. A stock fee of $10 will be accounted for if the packaging is not in selling conditions. 

Some of our products are extremely fragile and need to be packaged well to sustain rough handling. New Star Australia will not refund any items that are returned to us damaged

EXCHANGE POLICY

Do you accept exchanges on all items?

No. Please bear in mind that the sale of any items are final and we cannot exchange items within this collection.

FAULTY ITEMS

I received a faulty or damaged item ?

We apologise that you received a faulty or damaged item.

If the product is damaged, we will happily replace the product for you if it is in stock, otherwise the total amount will be refunded.

Broken items or missing parts must be reported to us within 14 days of delivery accompanied with any photo and video evidence or we are unable to claim against the shipping carrier. 

If you received a faulty or damaged item, please contact our support team as soon as possible so we can assist you in getting a replacement.

New Star Australia will not bear the cost of return shipping unless the item is damaged or you have been sent the wrong product.

New Star Australia cannot accept any liability for lost or missing goods returned by unregistered post.

Please allow up to 5 - 7 business days for the return to be assessed before a refund can be processed

For all other customer support service team please e-mail

info@newstaraus.com.au

PO Box, 9323, HARRIS PARK NSW 2150