Once your order has been placed and payment has been successfully received, we will begin processing your order.
Our standard processing time is:
1. 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.
1.2 Possible Processing Delays
Processing times may be slightly longer during:
1. Busy periods
2. Promotional periods
3. Public holidays
4. Unexpected operational delays
2. Estimated Delivery Time
2.1 Standard Shipping Time
After your order has been processed and dispatched, the estimated delivery time is usually:
1. Shipping time: 1–7 business days
2.2 Factors Affecting Delivery Time
The exact delivery time may depend on:
1. Your delivery location
2. The selected shipping method
3. Local carrier availability
4. Customs procedures
5. Public holidays
6. Seasonal demand
7. Weather conditions
8. International shipping disruptions
2.3 Estimated Delivery Dates
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
3.1 International Fulfilment
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.
3.2 Fulfilment Model
This fulfilment model allows us to offer a wider product range while keeping our operations efficient.
3.3 Customs and Import Charges
Depending on your delivery country, additional charges may apply, including:
1. Customs duties
2. Import taxes
3. VAT
4. Carrier handling fees
These charges are determined by local authorities or delivery providers 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
4.1 Delivery Carriers
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.
4.2 Tracking Information
Once your order has been shipped, you will receive tracking information by email where available.
5. Shipping Costs
5.1 Shipping Fees
Shipping costs are shown at checkout before you complete your order.
The final shipping cost may depend on:
1. The destination country
2. The delivery address
3. The weight or size of the order
4. The selected shipping method
5. Current shipping rates from our fulfilment partners
5.2 Refund of Shipping Fees
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
6.1 Tracking Details
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.
6.2 Tracking Updates
Tracking may show updates such as:
1. Order dispatched
2. In transit
3. Arrived in destination country
4. Out for delivery
5. Delivered
6. Available for pickup
7. Delivery attempt made
6.3 Pickup Points and Alternative Delivery Locations
In some cases, the carrier may deliver your package to:
1. A pickup point
2. A parcel shop
3. A neighbour
4. A reception desk
5. Another local collection location
It is the customer’s responsibility to follow the tracking updates and collect the package where required.
6.4 Tracking Issues
If your delivery is taking longer than expected or the tracking information appears unclear, please contact us first at Info@scottwilsonsd.com.
Please contact us before opening a chargeback or payment dispute, as a payment dispute may delay the resolution process.
7. Delivery Address Responsibility
7.1 Accurate Delivery Information
The customer is responsible for providing a complete and accurate delivery address at checkout.
Please carefully check the following details before placing your order:
1. Full name
2. Street name
3. House number or apartment number
4. Postal or ZIP code
5. City
6. Country
7. Email address
8. Phone number where required for delivery
7.2 Address Changes
If you notice an error in your shipping address, please contact us within 24 hours after placing your order at Info@scottwilsonsd.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.
7.3 Incorrect or Incomplete Addresses
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
8.1 Delivery Confirmation
If tracking information shows that a package has been delivered to the address provided at checkout, the package is considered delivered.
8.2 Missing Packages Marked as 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 tracking shows that your package has been delivered but you have not received it, we recommend that you:
1. Check around your property
2. Ask neighbours, household members, reception or building management
3. Check whether the package was delivered to a pickup point
4. Contact the local carrier for further delivery information
You may also contact us at Info@scottwilsonsd.com, and we will do our best to assist where reasonably possible.
9. Failed Delivery or Uncollected Packages
9.1 Collection Responsibility
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.
9.2 Returned or Refused Packages
If a package is:
1. Not collected in time
2. Refused by the customer
3. Returned because of an incorrect address
additional shipping costs may apply.
In these situations, a refund or reshipment is not guaranteed and will be assessed on a case-by-case basis.
10. Delays Outside Our Control
10.1 Possible Causes of Delay
Deliveries may sometimes be delayed due to circumstances outside our control.
These may include:
1. Customs inspections
2. Carrier delays
3. Public holidays
4. High order volume
5. Weather conditions
6. International transport disruptions
7. Local delivery issues
8. Supplier processing delays
9. Incorrect or incomplete address details
10.2 Delivery Assistance
We will do our best to assist customers in the event of delays, but we cannot guarantee exact delivery dates.
11. Lost Packages
11.1 Reporting a Lost Package
If your package appears to be lost in transit, please contact us at Info@scottwilsonsd.com.
Please include:
1. Your order number
2. Your full name
3. Your shipping address
4. A screenshot or description of the tracking issue
11.2 Investigation
We will review the tracking information and, where necessary, contact our fulfilment partner or shipping carrier for further investigation.
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:
Scott & Wilson Sydney Email: Info@scottwilsonsd.com Customer Service Hours: Monday–Friday, 9:00 AM–5:00 PM
