Shipping policy

At Official Sinner, we are committed to delivering your orders promptly and efficiently. Please read our shipping policy carefully to understand how we handle your orders.

Shipping Methods and Delivery Times

  • Processing Time: All orders are typically processed within 1-5 business days. You will receive a confirmation email with tracking information once your order has been shipped.

  • Shipping Methods: We offer various shipping options, including standard and expedited shipping. Delivery times may vary based on your location and the selected shipping method:

  • Standard Shipping: 5-7 business days

  • International Shipping: We are proud to offer international shipping. Delivery times and costs may vary based on your location, and customs duties may apply.

Customs Charges on International Orders

All international orders are shipped Delivered Duty Unpaid (DDU).

That means:

  • Customs charges, import taxes, and clearance fees are not included in your order.
  • These charges are set by your country and must be paid by you, the customer.
  • OFFICIAL SINNER is not responsible for any customs fees or delays.

If a package is refused due to unpaid customs fees:

  • No refund will be issued.
  • DHL shipments cannot be returned to sender.

We are legally required to:

  • Declare the full value of your order on customs documents.
  • Include an invoice with every international shipment.
  • We cannot mark items as gifts or lower the order value.

Customs agents have full authority over package release and, in rare cases, may delay or deny delivery. Please check with your country’s customs office for specific information before ordering.

Pre-Order Items

  • Certain products may be available for pre-order. These items will be clearly marked on the product page.

    Pre-order Disclaimer:
    • If you place an order that includes both in-stock and pre-order items, your entire order will be held until the pre-order items are ready for shipment.
    • Estimated shipping dates for pre-order items will be provided on the product page. Please note that these dates are subject to change based on availability and production timelines.
    • If you would like to receive in-stock items sooner, we recommend placing separate orders.

Shipping Charges

  • Shipping costs will be calculated at checkout based on the shipping method you select and your delivery location.

Shipping Protection

Shipping Protection is an optional add on available at checkout. It is not insurance, and it does not replace or limit your rights under the Australian Consumer Law.

Whether or not you purchase Shipping Protection, we remain responsible for goods that are lost or damaged in transit before they reach you.

What Shipping Protection adds
  • Cover for parcels marked as delivered by the carrier but not received, including theft from your property. Without Shipping Protection we are not able to replace a parcel once the carrier has confirmed delivery.
  • Immediate replacement or refund for parcels lost in transit, without waiting for the carrier to complete an investigation.
  • Immediate replacement for parcels that arrive damaged, without a formal assessment process.
  • One free resend where an order is returned to us because of an incorrect or incomplete address supplied at checkout. The restocking fee is waived in this case.
What Shipping Protection does not cover
  • Parcels returned to us because they were not collected within the carrier's holding period. These are handled under Uncollected and Undeliverable Parcels below.
  • Change of mind.
  • International parcels delayed, held, seized or refused by customs, including where charges are unpaid. See Customs Charges on International Orders above.
  • Claims made more than 30 days after the carrier's delivery scan, or more than 30 days after the estimated delivery date where no scan exists.
  • Orders shipped to freight forwarding or parcel reshipping services.
Making a claim

Email support@officialsinner.com with your order number and a description of what happened. Claims are assessed within 3 business days.

The following conditions apply to all claims:

  • Where a parcel has been marked as delivered by the carrier but not received, you must first lodge an enquiry with the carrier and provide us with the enquiry reference number.
  • Approved claims are fulfilled by replacement of the original items. A refund is not provided in place of a replacement. Where an item is no longer available, store credit will be issued for the value of that item.
  • Claims for parcels marked as delivered but not received are limited to one per customer in any 12 month period.
  • For claims with a value over $150, we may require a statutory declaration confirming that the parcel was not received.
  • We reserve the right to decline a claim where we reasonably believe it has been made in bad faith.

Shipping Protection is charged at a flat $10 per order and is non refundable once an order has been dispatched.

Order Tracking

Once your order has shipped, you will receive an email with a tracking number to monitor your shipment. If you have any questions about your order or shipping status, please contact our customer service team.

Uncollected and Undeliverable Parcels

Once your order has been dispatched, it is your responsibility to collect it or arrange redelivery within the carrier's holding period.

A parcel may be returned to us where:

  • It is not collected from the post office or parcel locker within the carrier's holding period
  • The delivery address entered at checkout is incorrect or incomplete
  • Delivery is refused

Where a parcel is returned to us for any of the above reasons:

  • The original shipping cost is not refunded. This applies to orders that qualified for free shipping, where the actual cost of postage has still been incurred.
  • You may request that the order be resent. Redelivery is charged at the current shipping rate and must be paid before the order is dispatched again.
  • If you do not wish to have the order resent, the order will be treated as a change of mind return. Store credit may be issued at our discretion for the value of the goods, less the original postage, less any return to sender charge applied by the carrier, and less a restocking fee of 15% of the order value.
  • Store credit is only available where the goods are returned to us unopened and in original, unused condition.
  • Shipping Protection does not cover parcels that were not collected. Where an order was returned to us due to an incorrect or incomplete address and Shipping Protection was purchased, one free resend applies as set out above.
  • We will contact you at the email address supplied with your order once a parcel is returned to us. If we do not receive a response within 30 days, the goods will be returned to stock and no credit will be issued.

Nothing in this section limits your rights under the Australian Consumer Law where goods are faulty, damaged, or not as described.

Contact Us

For any inquiries regarding our shipping policy or your order, please reach out to our customer service team at support@officialsinner.com

We appreciate your support.