Shipping policy
Shipping locations
Prism and Pearl ships Australia wide and to selected international destinations.
International availability may vary depending on the destination and carrier serviceability.
Order processing times
All orders are processed within 1 to 3 business days after payment confirmation, excluding weekends and public holidays.
Once your order has been processed, you will receive a confirmation email with tracking details.
Shipping methods
We ship orders using Australia Post and Sendle, depending on your location and the most suitable delivery option available at the time of dispatch.
Shipping carriers are selected to ensure reliable delivery and tracking.
Estimated delivery times
Delivery times are estimates only and begin once your order has been dispatched.
Australia
Metro areas: approximately 2 to 7 business days
Regional areas: approximately 3 to 10 business days
International
International delivery times vary depending on destination, customs processing, and local carrier handling.
As a general guide, international orders may take approximately 7 to 21 business days after dispatch.
Delays may occur during peak periods, customs clearance, or due to factors outside our control.
Shipping fees
Shipping costs are calculated at checkout based on your location, order value, and delivery method.
Any applicable shipping charges will be clearly displayed before payment is completed.
Customs, duties and taxes
International orders may be subject to customs duties, taxes, or import fees imposed by the destination country.
These charges are the responsibility of the customer and are not included in the item price or shipping cost.
Prism and Pearl is not responsible for delays caused by customs processing.
Tracking your order
All orders include tracking.
Once your order has been dispatched, tracking information will be sent to the email address provided at checkout.
Please allow up to 24 hours for tracking updates to become active.
Delays and delivery issues
Prism and Pearl is not responsible for delays caused by shipping carriers once an order has been dispatched.
If your order appears delayed or tracking has not updated for an extended period, please contact our customer support team and we will assist where possible.
Incorrect address details
Please ensure all delivery details are correct at checkout.
Prism and Pearl cannot be held responsible for orders delivered to incorrect addresses provided by the customer.
Lost or damaged parcels
If your order arrives damaged or is confirmed as lost in transit, please contact us within 7 days of delivery or expected delivery date so we can investigate with the carrier.
Resolution options may include replacement or refund, subject to carrier investigation outcomes.
