Shipping & Delivery
Caramel Lobster — Legal
Shipping & delivery policy.
Last updated: June 2026
This policy outlines how Caramel Lobster handles the shipping and delivery of orders placed through our online store at caramellobster.com. By placing an order, you agree to the terms set out below.
01
Order processing and dispatch
All orders are processed and dispatched from Sydney, New South Wales, Australia. Orders are processed on business days, Monday to Friday, excluding Australian public holidays.
Our standard processing time is 1–3 business days from the date of payment confirmation. Processing time is separate from and in addition to the estimated delivery window. You will receive an email with tracking information once your order has been dispatched.
Orders placed on weekends or public holidays will be processed on the next available business day. During high-volume periods such as product launches, processing times may be extended. We will communicate any significant delays via our website or email.
02
Domestic shipping (Australia)
We ship to all states and territories within Australia. Shipping rates are calculated at checkout based on your delivery address and order weight, using Australia Post services.
| Service | Estimated delivery | Cost |
|---|---|---|
| Standard | 3–7 business days | Calculated at checkout |
| Express | 1–3 business days | Calculated at checkout |
| Free shipping | 3–7 business days | Free on orders over $250 |
Delivery timeframes are estimates provided by Australia Post and are not guaranteed. Caramel Lobster is not responsible for delays caused by Australia Post or other circumstances outside our control, including weather events, strikes, or high postal volumes.
We deliver to PO Boxes for standard domestic shipments. Express services may require a street address.
03
International shipping
We ship internationally to most countries. International shipping rates are calculated at checkout based on your destination and the weight of your order.
| Service | Estimated delivery | Cost |
|---|---|---|
| International Standard | 7–21 business days | Calculated at checkout |
International delivery timeframes are estimates only. Actual delivery times may vary depending on destination country, local postal services, and customs processing times. Caramel Lobster is not responsible for delays caused by customs or local postal authorities.
Duties, taxes & customs fees
International orders may be subject to import duties, taxes, customs fees, and other charges levied by the destination country upon arrival. These charges are entirely the responsibility of the recipient and are not included in the price of your order or shipping cost. Caramel Lobster has no control over these charges and is unable to predict or advise on their amount. We recommend contacting your local customs office for further information before placing an order.
In the event that a package is refused or unclaimed by the recipient and returned to us, the customer will be responsible for the cost of re-delivery. Original shipping costs are non-refundable.
04
Order tracking
Once your order has been dispatched, you will receive an email containing your tracking number and a link to track your parcel. Tracking information may take up to 24 hours to become active after dispatch.
For international orders, tracking updates may be less frequent once your parcel leaves Australia. If your tracking has not updated for more than 10 business days, please contact us and we will investigate on your behalf.
05
Lost, damaged, or delayed parcels
Caramel Lobster takes care in packaging all orders to ensure they arrive in excellent condition. In the rare event that your order arrives damaged, please contact us within 7 days of delivery at shop@caramellobster.com with your order number and photographs of the damage. We will work to resolve the issue promptly.
If your parcel is lost in transit, please contact us and we will lodge an investigation with the carrier on your behalf. Caramel Lobster is not liable for parcels lost or delayed due to incorrect delivery addresses provided at checkout. Please ensure your delivery details are accurate before completing your order.
Once an order has been dispatched and tracking confirms delivery to the nominated address, Caramel Lobster accepts no responsibility for parcels that are subsequently lost or stolen.
06
Address changes and order cancellations
If you need to change your delivery address or cancel your order, please contact us immediately at shop@caramellobster.com with your order number. We can only accommodate changes before an order has been dispatched. Once a tracking number has been issued, we are unable to redirect or cancel your order.
07
Returns and refunds
Our returns policy is separate from this shipping policy. Please refer to our Returns Policy for full details on eligibility, timeframes, and how to submit a return request.
In accordance with the Australian Consumer Law (ACL), consumers are entitled to a remedy for goods that are faulty, not fit for purpose, or not as described — regardless of our store policy. This statutory right is not affected by our returns or refund policy.
08
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy is intended to exclude, restrict, or modify any rights you may have under the Australian Consumer Law or any other applicable legislation.
09
Contact
For all shipping and delivery enquiries, please contact us at shop@caramellobster.com. We respond to all enquiries within 1–2 business days.
Caramel Lobster is a registered Australian business. ABN: 49 664 399 348. This policy is governed by the laws of New South Wales, Australia.
