Shipping

Shipping and delivery

Where we ship

Punelia ships to addresses in Australia only. We are operated from Germany and orders are dispatched from an international fulfilment network.

Processing

Orders are picked and dispatched within 1–2 business days. During busy periods this can stretch to 3–5 business days; if it does, we tell you.

Delivery times

Average transit time is 6–12 business days after dispatch. Deliveries to remote areas can take longer. These are estimates based on how our carriers normally perform, not guarantees.

If your order has not arrived within 17 business days of dispatch, email support@punelia.com and we will either trace it or replace it.

Shipping costs

Free standard shipping on all orders over A$99. Below that, a flat A$9.95 is added at checkout and shown before you confirm. The price you see is the price you pay — no tax or fees are added at checkout.

Who carries the risk

The goods are our responsibility until they are physically delivered to you. If a parcel is lost, stolen or damaged before it reaches you, that is ours to put right — we replace it or refund you in full. You do not have to chase the carrier yourself, and you do not lose that right because tracking says “delivered”.

If tracking shows your parcel as delivered but you do not have it, please check with neighbours and any safe place the courier may have used, then tell us. We take it from there.

Tracking

You get a tracking number by email as soon as your order is dispatched. Items may occasionally arrive in more than one parcel.

Damaged or wrong items

If something arrives damaged or is not what you ordered, email support@punelia.com with your order number and a photo. We replace it or refund you in full, and we pay the return postage. There is no deadline for telling us beyond the rights the law gives you.

Wrong address

If you notice a mistake in your delivery address, email us straight away. We can change it before dispatch. Once a parcel is with the carrier, an address change is usually no longer possible.

Cancelling an order

If your order has not been dispatched, email support@punelia.com and we cancel it and refund you in full. We do not charge a cancellation or handling fee.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, including the right to have goods delivered within a reasonable time. Nothing on this page limits those rights.