Shipping policy

Shipping & Delivery

Order Processing

We endeavour to dispatch all orders within 1–3 business days (excluding public holidays). During peak periods, dispatch times may be extended. Once your order has been dispatched, you will receive a confirmation email with tracking details.

Domestic Shipping (Australia)

Free standard shipping on all domestic orders over $250 AUD (after discounts).

Orders under $250 AUD are charged at the applicable rate shown at checkout.

Standard Shipping: Estimated 2–5 business days
Express Shipping: Estimated 1–3 business days

Delivery timeframes are estimates only and may vary depending on location and carrier conditions.

New Zealand Shipping

Free shipping on orders over $300 AUD, or
Flat rate of $9.99 AUD (subject to currency conversion).

Delivery timeframes are estimates only.

International Shipping Options

Acre Lou offers international shipping to selected countries including (but not limited to) the United States, United Kingdom, Canada, and New Zealand.

International customers may be offered one of two shipping options at checkout, depending on destination:

Express International: UPS Worldwide Shipping (DDP – Duties & Taxes Included)

All applicable import duties, taxes, and customs fees are calculated and paid at checkout.

What DDP Means:

There will be no additional charges on delivery
Orders will not be held by customs due to unpaid duties or taxes
Shipping rates displayed at checkout reflect the total landed cost for delivery to your destination

Standard International Shipping (DDU – Duties & Taxes Not Included)

This option is a lower-cost shipping service and does not include import duties, taxes, customs fees, or tariffs.

By selecting this option, customers acknowledge that:

Any applicable import charges are determined by local customs authorities
These charges are the sole responsibility of the customer
The carrier or customs office may contact the customer to request payment prior to delivery

Failure to pay required duties or taxes may result in the parcel being returned to Acre Lou.
In this instance:

The order will not be refunded
Original shipping fees are non-refundable
Any return shipping or carrier fees incurred will be deducted or charged accordingly

United States Shipping – Important Notice

Updated Import Tariffs – Effective 24 September 2025

As of 24 September 2025, Acre Lou has resumed shipping to the United States.

All U.S. orders:

Are shipped DDP (duties & taxes included)
Include all applicable U.S. import tariffs in the shipping price displayed at checkout

This ensures full transparency and eliminates unexpected charges at the border.

Delivery Timeframes (International)

International delivery timeframes vary by destination and courier. All delivery times provided are estimates only.

Acre Lou does not guarantee delivery dates and is not responsible for delays caused by:

Customs processing
Courier delays
Weather events
International transit disruptions

No compensation will be provided for orders that do not arrive by a customer’s intended event date.

Tracking

Once your order has been dispatched, you will receive a confirmation email with tracking details. Please allow up to 24 hours for tracking information to become active.

Tracking notifications are issued via Shopify, with tracking data automatically updated from our shipping partners.

Delivery Responsibility

Please ensure someone is available to receive your parcel upon delivery. We do not recommend parcels being left unattended or in areas with public access.

Once an order has been dispatched:

Risk of loss, delay, or customs interference passes to the customer
Acre Lou is not responsible for stolen or missing parcels after delivery confirmation

For delivery issues, customers should contact the nominated courier directly using the provided tracking information.

Incorrect Address & Checkout Responsibility

Customers are responsible for ensuring all shipping details entered at checkout are correct.

Once a parcel has been dispatched, Acre Lou cannot amend delivery addresses or redirect parcels.

Returned or Uncollected Parcels

If a parcel is returned to Acre Lou due to:

An incorrect or incomplete address
Failure to collect from the post office or courier
Refusal of delivery

The following applies:

A store credit will be issued for the value of the item(s) once received and inspected
Original shipping costs are non-refundable
Any return postage or carrier fees will be deducted from the store credit

Items cannot be held or reserved once returned. Repurchases must be made once the item is restocked.

Pre-Orders

Items available for pre-order will be clearly labelled on the product page with an estimated delivery window.

Please note:

Delivery dates are estimates and may change
Full payment is captured at the time of purchase
Orders containing multiple items will ship together once all items are available

Pre-orders follow the same returns and exchange policies as in-stock items.

Contact

For any shipping or delivery enquiries, please contact:
customercare@acrelou.com.au