Last Updated: 26th July 2023

General Information

All orders are subject to product availability. If an item is not in stock at the time you place your order, we will notify you and refund you the total amount of your order, using the original method of payment, or with your consent, we can provide an estimated time of arrival for the backordered item.

Domestic Shipping

We offer shipping across all states and territories in Australia. Shipping costs are based on the weight and dimensions of your order, the shipping method chosen, and your location.

All domestic orders are shipped using Australia Post with insurance and tracking. Once your order is shipped, you will receive a confirmation email with a tracking number.

International Shipping

We offer international shipping to a list of countries that can be found below in “List of Destination Countries”. International shipping costs are calculated based on the weight and dimensions of your order, the shipping method chosen, and your destination.

All international orders are shipped using Australia Post with insurance and tracking. Once your order is shipped, you will receive a confirmation email with a tracking number.

Please note that international orders may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by our company. We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from our shipping carrier to the local carrier in the destination country or air and ground transportation strikes or delays.

Delivery Time

An estimated delivery time will be provided to you once your order is placed. Delivery times are estimates only and commence from the date of shipping, rather than the date of order.

We are not responsible for any delays caused by the customs clearance process in the destination country or natural occurrences.

Delivery Restriction

Please note that we reserve the right not to deliver orders if we believe the address is not secure, for example, to some PO Box addresses or hotels. If this affects an order you place, we'll notify you as soon as possible.

Signature Requirement for Delivery

For your security and to ensure the safe delivery of your order, all shipments require a signature upon delivery. If you will not be available to sign for your package, please consider shipping the item to an address where someone authorised by you will be available to sign for your package. 

If our shipping carrier is unable to obtain a signature and the package is returned to us, you will be responsible for any additional costs to redeliver the package.

Loss or Damage during transit

If you believe there is loss or damage during transit, please contact us immediately at concierge@perenn.is.

Upon receiving your communications, we will promptly:

• Initiate an investigation with the carrier to determine what occurred during transit.
• If the package is deemed lost or damaged, we will file a claim on your behalf with our insurance provider.
• Once the claim is approved, we will work with you to arrange a replacement or refund, depending on your preference and the item's availability.

Please note that while we strive to resolve these issues as quickly as possible, the investigation and claim process may take some time. We appreciate your patience.

Questions

If you have any questions about the delivery and shipment or your order, please contact us at concierge@perenn.is.

If your country is not listed below, feel free to also send us a message for us to consider adding your country to our list of destination countries.