Shipping policy

At Nova Charm Co., we want the delivery process to be as clear and straightforward as choosing the right kitchen utensil. Whether your order includes a strainer for rinsing and draining ingredients, a rice serving spoon for the dining table, or a cooking spatula for everyday meal preparation, this Shipping Policy explains the shipping charges and delivery arrangements that apply to purchases made through our website.

This policy applies to orders placed at https://www.novacharmco.site/.

Business Operator: SLF OPERATING PTY LTD
Business Address: 29 Corben St, Surry Hills NSW 2010, Australia
Shipping Enquiries: [email protected]

1. Shipping Charges

Our standard shipping arrangement is:

  • Orders of $10.00 or more: Free shipping.

  • Orders below $10.00: A shipping fee of $5.99.

Unless the checkout page expressly states otherwise, these amounts are intended to be in Australian dollars (AUD).

The free-shipping threshold is generally calculated using the merchandise subtotal before shipping charges and applicable taxes, after any relevant discounts. If a promotion provides different shipping conditions, the promotional terms will apply to eligible orders.

The shipping charge for your order will be displayed during checkout before you complete payment. Please review the order summary to confirm the product subtotal, shipping fee, applicable taxes, and total amount payable.

2. Order Processing

After an order is submitted, it may pass through several stages, including payment authorisation, order review, inventory confirmation, picking, packing, and preparation for dispatch.

Order processing is separate from the time a carrier takes to deliver the parcel. The total time between placing an order and receiving it therefore includes both preparation and transit.

The processing estimate, if provided, will be shown at checkout or communicated through an order-related message. Processing times may vary depending on stock availability, order volume, public holidays, operational conditions, and other circumstances.

We do not treat an estimate as a guaranteed dispatch date unless that commitment is expressly stated.

3. Delivery Estimates

Any delivery estimate displayed during checkout or provided in an order communication should be reviewed before purchase.

Delivery time may depend on:

  • The destination and postcode.

  • The carrier and delivery service used.

  • The time required to prepare the order.

  • Public holidays and weekends.

  • Weather and transport conditions.

  • Carrier network capacity.

  • Address verification or delivery access requirements.

Unless expressly identified as a guaranteed delivery commitment, delivery estimates are indicative only.

If no delivery period is specified, we will take reasonable steps to supply the order within the period required by applicable law.

4. Order Confirmation

After placing an order, customers may receive an order confirmation at the email address supplied during checkout.

Please check that your email address is correct and review your spam or junk folder if the confirmation does not appear.

An order confirmation should be retained for reference. It may contain information useful when contacting us about payment, delivery, a return, or a refund.

5. Dispatch and Tracking

Where tracking is available for a shipment, tracking information may be sent by email or made available through an order-status feature.

Tracking details may not update immediately after dispatch. A carrier may require time to register the parcel, perform its first scan, or transfer the shipment between facilities.

If you have not received tracking information where you expected it, contact [email protected] with your order number.

6. Delivery Address Requirements

Customers should provide a complete and accurate delivery address when placing an order.

Please check the following details before submitting payment:

  • Recipient's full name.

  • Street number and street name.

  • Unit, apartment, or building details where applicable.

  • Suburb or locality.

  • State or territory.

  • Postcode.

  • Any additional delivery instructions requested at checkout.

If you notice an error after placing an order, contact us as soon as possible. We will make reasonable efforts to correct the address before dispatch, but changes cannot be guaranteed once an order has entered fulfilment or has been handed to a carrier.

If an item is returned because the address supplied was incomplete or incorrect, we will contact the customer where reasonably practicable to discuss the available options.

7. Delivery Providers

We may use third-party carriers or fulfilment providers to transport and deliver orders.

The carrier and service used may depend on the destination, package characteristics, service availability, and fulfilment arrangements.

Carrier selection does not change the shipping fee shown at checkout or remove any obligations that apply to us under Australian law.

8. Delayed Shipments

Delivery may be affected by severe weather, public holidays, transport interruptions, high seasonal demand, carrier network issues, or other unexpected events.

If your order appears delayed, please review the available tracking information and contact us if the parcel has not progressed as expected.

If we become aware that an order cannot be supplied within the agreed or legally applicable period, we will communicate with the customer and address any cancellation or refund rights in accordance with applicable law.

We will not rely on a general delay statement to avoid obligations that arise under the Australian Consumer Law.

9. Missing or Lost Parcels

If a parcel appears to be missing, please contact us with your order number and any available tracking information.

If tracking shows that the parcel was delivered but you cannot locate it, you may wish to check the delivery area, household members, building reception, or another customary location where a carrier may have left the package.

We may review available tracking records and make reasonable enquiries with the carrier. The outcome will depend on the circumstances, available evidence, and applicable legal obligations.

10. Damaged Parcels or Incorrect Products

Please inspect your parcel and its contents after delivery.

If a product arrives damaged, defective, or different from the item ordered, contact [email protected]. Include your order number, a description of the problem, and photographs where reasonably available.

For example, please let us know if a strainer arrives with damaged mesh, a rice serving spoon is cracked, or a cooking spatula is materially different from the product described on the website.

We will assess the issue and explain the next steps under our Return and Refund Policy and applicable consumer law.

11. Multiple Packages and Product Availability

Depending on inventory and fulfilment arrangements, an order containing more than one product may occasionally be dispatched in separate packages.

If separate tracking references are issued, each package may have its own delivery progress.

If a product becomes unavailable after an order is placed, we will take reasonable steps to contact the customer and arrange an appropriate solution. Where a refund is required for goods that cannot be supplied, we will process it in accordance with applicable law.

12. Changes and Cancellations

If you need to change or cancel an order, contact us promptly at [email protected].

We will make reasonable efforts to accommodate the request before the order is packed or dispatched. Once the parcel has been handed to a carrier, it may no longer be possible to stop or redirect it.

Where cancellation is not possible, the customer may be able to request a return after delivery, subject to the Return and Refund Policy and any applicable statutory rights.

13. Shipping Questions

For help with shipping charges, order processing, tracking, address corrections, delayed deliveries, or missing parcels, contact:

SLF OPERATING PTY LTD
29 Corben St
Surry Hills NSW 2010
Australia

Email: [email protected]

Please include your order number and a clear description of the issue so that we can identify the shipment and assist you.

14. Applicable Law

This Shipping Policy is intended to operate consistently with the Australian Consumer Law, the Competition and Consumer Act 2010 (Cth), and applicable New South Wales legislation.

If any part of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.