Shipping and Delivery Policy

Last updated: 6 July 2026

At Scott & Wilson Sydney, we aim to process and deliver your order as quickly, safely, and accurately as possible.

This Shipping and Delivery Policy explains how our order processing, delivery times, tracking, shipping costs, and customer responsibilities work.

For any shipping-related questions, you may contact us at:

Scott & Wilson Sydney
Email: may05@use.startmail.com

1. Order Processing Time

Once your order has been placed and payment has been successfully received, we will begin processing your order.

Our standard processing time is:

Processing time: 1–3 business days

Processing time refers to the time needed to confirm your order, prepare it for fulfilment, and hand it over to our supplier or shipping partner.

Please note that processing times may be slightly longer during busy periods, promotional periods, public holidays, or unexpected operational delays.

2. Estimated Delivery Time

After your order has been processed and dispatched, the estimated delivery time is usually:

Shipping time: 1–7 business days

The exact delivery time may depend on:

  • Your delivery location

  • The selected shipping method

  • Local carrier availability

  • Customs procedures

  • Public holidays

  • Seasonal demand

  • Weather conditions

  • International shipping disruptions

Delivery times are estimates only and cannot be guaranteed. A delay in delivery does not automatically give the customer the right to cancel the order or receive a refund, unless required by applicable law.

3. Shipping Method and Order Origin

Scott & Wilson Sydney works with trusted international suppliers and fulfilment partners.

To reduce unnecessary stock, limit overproduction, and avoid excess warehouse handling, some products are shipped directly from our supplier or fulfilment partner. In certain cases, orders may be shipped from China or another international fulfilment location.

This fulfilment model allows us to offer a wider product range while keeping operations efficient.

Depending on your delivery country, customs duties, import taxes, VAT, or carrier handling fees may apply. These fees are determined by local authorities and are outside the direct control of Scott & Wilson Sydney.

Unless clearly stated otherwise at checkout, the customer is responsible for any applicable customs duties, import taxes, or local delivery fees.

4. Shipping Partners

We work with international shipping partners and local delivery carriers to deliver customer orders.

The final delivery carrier may vary depending on your country, region, and the shipping route used for your order.

Once your order has been shipped, you will receive tracking information by email where available.

5. Shipping Costs

Shipping costs are shown at checkout before you complete your order.

The final shipping cost may depend on:

  • The destination country

  • The delivery address

  • The weight or size of the order

  • The selected shipping method

  • Current shipping rates from our fulfilment partners

Any shipping fees paid at checkout are non-refundable, unless required by applicable law or unless the issue was caused by an error on our side.

6. Tracking Your Order

Once your order has been dispatched, you will receive a tracking number or tracking link by email, where available.

The customer is responsible for monitoring the tracking information after dispatch.

Tracking may show updates such as:

  • Order dispatched

  • In transit

  • Arrived in destination country

  • Out for delivery

  • Delivered

  • Available for pickup

  • Delivery attempt made

In some cases, the carrier may deliver your package to a pickup point, parcel shop, neighbour, reception desk, or other local collection location. It is the customer’s responsibility to follow the tracking updates and collect the package where required.

If your delivery is taking longer than expected or the tracking information appears unclear, please contact us first at:

may05@use.startmail.com

Please do not open a chargeback or payment dispute before contacting us, as this may delay the resolution process.

7. Delivery Address Responsibility

The customer is responsible for providing a complete and accurate delivery address at checkout.

Please carefully check the following details before placing your order:

  • Full name

  • Street name

  • House number or apartment number

  • Postal or ZIP code

  • City

  • Country

  • Email address

  • Phone number, where required for delivery

If you notice an error in your shipping address, please contact us within 24 hours after placing your order at:

may05@use.startmail.com

We will do our best to update the address before the order enters fulfilment, but we cannot guarantee changes once the order has been processed or shipped.

Scott & Wilson Sydney is not responsible for failed delivery, lost packages, returned packages, or additional costs caused by incorrect or incomplete address details provided by the customer.

8. Delivered Packages

If tracking information shows that a package has been delivered to the address provided at checkout, the package is considered delivered.

Scott & Wilson Sydney is not responsible for packages that are marked as delivered by the carrier but are later reported missing, stolen, misplaced, or collected by someone else at the delivery address.

If your tracking shows “delivered” but you have not received your package, we recommend that you:

  • Check around your property.

  • Ask neighbours, household members, reception, or building management.

  • Check whether the package was delivered to a pickup point.

  • Contact the local carrier for delivery details.

You may also contact us at may05@use.startmail.com, and we will do our best to assist where reasonably possible.

9. Failed Delivery or Uncollected Packages

If a delivery attempt fails or the package is sent to a pickup point, the customer is responsible for collecting the package within the timeframe provided by the carrier.

If a package is not collected in time, refused by the customer, or returned due to an incorrect address, additional shipping costs may apply.

In such cases, a refund or reshipment is not guaranteed and will be assessed on a case-by-case basis.

10. Delays Outside Our Control

Sometimes deliveries may be delayed due to circumstances outside our control.

This may include:

  • Customs inspections

  • Carrier delays

  • Public holidays

  • High order volume

  • Weather conditions

  • International transport disruptions

  • Local delivery issues

  • Supplier processing delays

  • Incorrect or incomplete address details

We will do our best to assist customers in case of delays, but we cannot guarantee exact delivery dates.

11. Lost Packages

If your package appears to be lost in transit, please contact us at:

may05@use.startmail.com

Please include:

  • Your order number

  • Your full name

  • Your shipping address

  • A screenshot or description of the tracking issue

We will review the tracking information and, where necessary, contact our fulfilment partner or shipping carrier for further investigation.

Please note that if the tracking information confirms delivery to the address provided by the customer, the package is generally considered delivered.

12. Contact Information

For questions about shipping, tracking, delivery delays, or address changes, please contact us at:

Scott & Wilson Sydney
Email: may05@use.startmail.com
Customer service hours: Monday–Friday, 9:00 AM–5:00 PM