Shipping policy

SHIPPING & DELIVERY POLICY – PHOTOBRICK AUSTRALIA

Last updated: September 2026

OVERVIEW

This Shipping & Delivery Policy applies to purchases made from Photobrick Pty Ltd (ABN 69 632 188 071), trading as Photobrick Australia ("Photobrick", "we", "us" or "our").

Photobrick products are personalised and made specifically for each customer. As a result, your order may require design preparation, customer approval and production before it is ready to be dispatched.

Please read this Shipping & Delivery Policy together with our Terms of Service and Refund Policy.

1. ORDER PROCESS

Most personalised Photobrick orders go through the following process:

1. Order received
2. Photo and order details reviewed
3. Photobrick design prepared
4. Design preview provided where applicable
5. Customer revisions or approval
6. Production
7. Quality check and packing
8. Dispatch
9. Delivery

The time required to prepare and manufacture your personalised Photobrick is separate from the shipping time after dispatch.

2. DESIGN PREVIEW AND APPROVAL

Where a design preview is provided, production may not begin until the design has been approved.

Please review and respond to your preview as soon as possible.

Delays in:

• approving a design;
• requesting revisions;
• providing a replacement photograph;
• responding to our emails; or
• confirming order information

may delay production and therefore the expected dispatch and delivery of your order.

If we are unable to obtain information or approval reasonably required to complete your personalised order, we may contact you again or place the order on hold until the required information is received.

3. PRODUCTION TIMES

Because Photobrick products are personalised, production times may vary.

The current estimated production or dispatch timeframe may be displayed on the relevant product page, during checkout, in your order confirmation or otherwise communicated to you.

Unless expressly stated otherwise, production and dispatch timeframes are estimates rather than guaranteed delivery dates.

Production may take longer during:

• Christmas and holiday periods;
• Mother's Day and Father's Day periods;
• promotional events;
• high-volume sales periods;
• periods of unusually high order demand; or
• circumstances outside our reasonable control.

Production may also be delayed where:

• design revisions are requested;
• we are waiting for customer approval;
• a replacement or higher-quality photograph is required;
• a component is temporarily unavailable;
• a frame is temporarily unavailable;
• additional customisation is requested; or
• there is an issue requiring clarification before production.

4. SHIPPING TIMES

Shipping time begins after your order, or the relevant part of your order, has been dispatched.

Shipping time does not include:

• design preparation;
• preview preparation;
• time awaiting customer approval;
• design revisions;
• manufacturing;
• quality control; or
• packing.

Estimated transit times depend on the delivery location, shipping method and carrier.

Any delivery estimate displayed on our website or provided by a carrier should be treated as an estimate unless expressly stated otherwise.

Once your order has been dispatched, you may receive tracking information where tracking is available.

5. AUSTRALIAN DELIVERY

We deliver Photobrick orders throughout Australia to eligible delivery addresses.

Delivery times may vary depending on:

• your location;
• metropolitan, regional or remote delivery;
• the selected shipping method;
• carrier capacity;
• weather;
• public holidays; and
• other logistics conditions.

Regional and remote locations may require additional delivery time.

Available shipping methods and applicable shipping charges will generally be displayed at checkout.

6. SHIPPING COSTS

Shipping costs, where applicable, are calculated or displayed during checkout.

Shipping charges may depend on factors including:

• delivery destination;
• product size;
• order weight;
• number of products;
• frame size;
• shipping method; and
• any applicable promotional shipping offer.

Any available free-shipping promotion may be subject to conditions or exclusions displayed at the time of the promotion.

7. TRACKING INFORMATION

Where tracking is available, we will provide tracking information after dispatch.

Please allow some time after receiving a tracking number for the carrier's tracking system to update.

A tracking number being created does not necessarily mean that the parcel has already entered the carrier's delivery network. Tracking information may take time to update after a shipping label is generated or the parcel is collected.

Carrier tracking information should be used as a guide to the status of your shipment.

8. MULTIPLE PACKAGES AND SEPARATE SHIPMENTS

Your Photobrick order may occasionally be delivered in more than one package.

For example:

• the Photobrick kit and aluminium frame may be dispatched separately;
• replacement or additional components may be dispatched separately;
• multiple products within the same order may be dispatched separately; or
• certain accessories may be supplied from a different location.

Receiving only part of your order does not necessarily mean that the remaining item is missing.

Where available, separate tracking information may be provided for separately dispatched parcels.

If you believe part of your order has not been dispatched or delivered, please contact us and provide your order number.

9. FRAMES AND ACCESSORIES

Aluminium frames and other accessories may have different availability or shipping requirements from the main Photobrick kit.

In some circumstances, a Photobrick kit may be ready before its frame or another accessory.

Where appropriate, we may:

• hold the order until all components are available;
• dispatch available components first and send the remaining component separately; or
• contact you regarding available options.

If a frame or accessory is temporarily out of stock, we may provide an estimated availability timeframe.

Any timeframe provided for restocking is an estimate unless expressly stated otherwise.

10. DELIVERY ADDRESS

You are responsible for providing a complete and accurate shipping address when placing your order.

Please carefully check:

• recipient name;
• street number;
• street name;
• unit or apartment number;
• suburb;
• state;
• postcode;
• country; and
• contact telephone number

before completing checkout.

If you notice an error after placing your order, contact us immediately at:

info@photobrick.com.au

We will make reasonable efforts to update your delivery information before dispatch.

However, once an order has been processed or dispatched, we cannot guarantee that an address can be changed.

11. INCORRECT OR INCOMPLETE ADDRESS

If a parcel cannot be delivered because the customer supplied an incorrect or incomplete address, it may be returned to us or redirected by the carrier.

If the parcel is returned to us for this reason, we will contact you where reasonably practicable.

Reasonable additional shipping charges may apply to resend the order to the corrected address.

This does not apply where the delivery problem was caused by an error by Photobrick or where applicable law provides otherwise.

12. RETURN TO SENDER

A parcel may be returned to sender for reasons including:

• an incorrect address;
• an incomplete address;
• failure to collect the parcel;
• unsuccessful delivery attempts;
• refusal of delivery; or
• other carrier-related reasons.

If an order is returned to us, please contact us to arrange the appropriate next step.

Because Photobrick products are personalised, an order being returned to sender does not automatically entitle the customer to a change-of-mind refund.

Additional shipping charges may apply where redelivery is required because of circumstances attributable to the customer.

Your rights under the Australian Consumer Law remain unaffected.

13. DELIVERY DELAYS

We work to dispatch and deliver orders within the estimated timeframes provided, but delays may occasionally occur.

Possible causes include:

• carrier delays;
• severe weather;
• natural disasters;
• public holidays;
• peak shopping periods;
• transport disruptions;
• industrial action;
• incorrect delivery information;
• remote delivery locations;
• unexpected production issues;
• component shortages; or
• other circumstances outside our reasonable control.

If your order is significantly delayed, please contact us and we will assist in investigating the shipment.

Nothing in this policy limits any rights or remedies you may have under the Australian Consumer Law.

14. DELIVERED BUT NOT RECEIVED

If tracking indicates that your parcel has been delivered but you cannot locate it, we recommend first:

• checking around the delivery location;
• checking any safe-drop location;
• asking other members of your household;
• checking with reception, building management or neighbours where appropriate; and
• reviewing any delivery photograph or information provided by the carrier.

If you still cannot locate the parcel, contact us as soon as reasonably practicable.

We may assist you in contacting or lodging an enquiry with the carrier.

A carrier's "Delivered" tracking status does not automatically determine the outcome of a claim. We will consider the circumstances and any available delivery evidence together with our obligations under applicable Australian law.

15. LOST PARCELS

If a shipment appears to be lost in transit, please contact us.

We may need to open an investigation with the shipping carrier before determining the appropriate remedy.

Depending on the circumstances and applicable law, the appropriate outcome may include:

• locating and delivering the original parcel;
• replacement;
• reshipment;
• refund; or
• another appropriate remedy.

We will not require a customer to waive rights available under the Australian Consumer Law because a third-party carrier was used to deliver the order.

16. DAMAGED DURING DELIVERY

If your order arrives damaged, please contact us as soon as reasonably practicable.

Please provide:

• your order number;
• a description of the damage;
• clear photographs of the damaged product;
• photographs of the shipping packaging where relevant; and
• photographs of any visibly damaged frame or component.

Please retain the product and packaging until we have had a reasonable opportunity to assess the issue.

Depending on the circumstances and your rights under Australian Consumer Law, we may arrange:

• replacement parts;
• a replacement frame;
• replacement of the affected product;
• a refund; or
• another appropriate remedy.

17. MISSING ITEMS OR COMPONENTS

If you believe your order is missing:

• bricks;
• baseplates;
• instructions;
• a frame;
• hardware;
• another component; or
• an entire item,

please contact us with your order number and details of what is missing.

Before reporting an item as missing, please check whether your order was dispatched in multiple packages.

Where an item or component has genuinely been omitted, we will assess the issue and provide an appropriate remedy in accordance with our obligations under applicable law.

18. AUTHORITY TO LEAVE / SAFE DROP

Depending on the carrier and shipping method, a parcel may be left at the delivery address without obtaining a signature where this is permitted.

If you provide delivery instructions, authority to leave or a safe-drop request, the carrier may follow those instructions subject to its own delivery procedures.

We recommend selecting a secure delivery location.

Nothing in this section excludes any responsibility that cannot lawfully be excluded under applicable Australian law.

19. PO BOXES AND SPECIAL DELIVERY LOCATIONS

Availability of delivery to PO Boxes, Parcel Lockers or other special delivery locations may depend on:

• the carrier;
• parcel dimensions;
• product size; and
• the shipping service selected.

Large Photobrick products or frames may not be suitable for delivery to certain PO Boxes or lockers.

Where a particular address cannot be serviced, we may contact you to request an alternative delivery address.

20. INTERNATIONAL SHIPPING

Where international shipping is offered, available destinations and shipping options will generally be displayed at checkout.

International delivery times may vary significantly depending on:

• destination country;
• customs processing;
• local postal or courier networks;
• import requirements; and
• other circumstances outside our reasonable control.

Not all products or sizes may be available for delivery to every country.

21. CUSTOMS, DUTIES AND IMPORT TAXES

For international orders, the destination country may impose:

• customs duties;
• import taxes;
• VAT;
• handling fees; or
• other government charges.

Unless expressly stated otherwise at checkout, these charges are not included in the product or shipping price and may be payable by the recipient.

Photobrick does not control charges imposed by foreign customs or taxation authorities.

Customers placing international orders are responsible for understanding any applicable import requirements or charges in their destination country, except to the extent applicable law requires otherwise.

22. CUSTOMS DELAYS

International shipments may be inspected or held by customs authorities.

Customs processing times are outside Photobrick's direct control.

We will provide available shipping information and reasonable assistance where appropriate, but we cannot guarantee the time required for customs clearance.

23. REFUSED INTERNATIONAL SHIPMENTS

If an international shipment is refused or returned because the recipient does not pay applicable import charges or does not complete required customs procedures, additional shipping, return or redelivery costs may arise.

Because personalised Photobrick products cannot generally be resold, refusal of delivery does not automatically entitle the customer to a change-of-mind refund.

Any refund or other remedy will be determined in accordance with our Refund Policy and applicable law.

24. DELIVERY DEADLINES AND GIFTS

Photobrick products are often purchased for:

• birthdays;
• anniversaries;
• Christmas;
• Mother's Day;
• Father's Day;
• weddings;
• graduations; and
• other special occasions.

We recommend ordering well in advance of any important date.

Unless Photobrick expressly confirms a guaranteed delivery service or guaranteed delivery date in writing, estimated production and delivery dates should not be treated as guarantees.

If you require an order for a particular date, please contact us before ordering where possible.

25. CUSTOMER RESPONSIBILITY FOR DELAYS

Photobrick is not responsible for delays caused by information or action required from the customer, including delays in:

• providing a suitable photograph;
• responding to a design preview;
• approving a design;
• requesting or approving revisions;
• providing a correct shipping address; or
• responding to a reasonable request for information required to complete the order.

This does not limit any rights you may have under applicable law.

26. AUSTRALIAN CONSUMER LAW

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Shipping & Delivery Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.

If a delivery or product issue gives rise to rights under the Australian Consumer Law, those rights will apply regardless of anything else stated in this policy.

27. CHANGES TO THIS SHIPPING POLICY

We may update this Shipping & Delivery Policy from time to time to reflect changes to:

• our delivery services;
• carriers;
• fulfilment arrangements;
• products;
• business practices; or
• applicable legal requirements.

The latest version will be published on our website together with the date it was last updated.

28. CONTACT US

For questions regarding shipping, delivery or an existing order, please contact:

Photobrick Pty Ltd
Trading as Photobrick Australia

ABN: 69 632 188 071

Business Address:
141 Chesterville Road
Moorabbin VIC 3189
Australia

Email:
info@photobrick.com.au

Website:
photobrick.com.au

When contacting us about an existing shipment, please include your order number so we can assist you as quickly as possible.