Shipping policy
Last updated: March 28, 2026
Shipping Policy – Discreet Intimate Essentials
At Discreet Intimate Essentials, we are committed to providing reliable, discreet and efficient shipping. We understand the importance of privacy and take every reasonable step to ensure your order is packaged securely and delivered confidentially.
1. Shipping Locations
We currently ship to customers in Australia and New Zealand, depending on the product and fulfilment location.
Some products may be shipped from different warehouses or makers, and available shipping destinations may vary by item.
2. Order Fulfilment and Processing Times
Orders are generally processed after payment has been received and cleared.
Standard fulfilment times vary depending on the product and dispatch location:
- Products dispatched from warehouses in Australia are generally processed within 1 to 3 business days
Orders placed on weekends or public holidays will usually be processed on the next business day.
Processing and fulfilment times may vary during peak periods, promotional events, public holidays, or when supplier or courier delays occur.
3. Shipping Timeframes
Estimated delivery timeframes depend on the dispatch origin and delivery destination. As a general guide:
- Australia: 2 to 7 business days
- New Zealand: 3 to 8 business days
These delivery timeframes are estimates only, are not guaranteed, and do not account for delays caused by customs clearance, international transit disruptions, or other events outside our reasonable control.
4. Multiple Warehouse and International Dispatch
Our products may be fulfilled from different warehouse or supplier locations in Australia.
If your order contains products from more than one fulfilment location, your items may be shipped separately and may arrive at different times.
5. Discreet Packaging
All orders are shipped in plain and discreet packaging with no obvious description of the contents.
We take customer privacy seriously and aim to ensure that all parcels are packed to protect confidentiality.
Our business name may appear in a neutral or abbreviated format where required for shipping and fulfilment purposes.
6. Shipping Costs
Shipping costs are calculated at checkout unless otherwise stated.
From time to time, we may offer free shipping promotions, which will be subject to any conditions displayed on our website.
7. Order Tracking
Tracking details will be sent to you when available. However, please note it may take up to 48 hours for tracking updates to become active, depending on the carrier or courier utilised.
It is the customer’s responsibility to ensure the contact details provided at checkout are accurate.
8. Delivery Delays
While we aim to ensure prompt dispatch and delivery, delays may occur due to circumstances outside our reasonable control, including:
- postal or courier network disruptions
- customs processing for international shipments
- severe weather events
- public holidays
- supplier or warehouse delays
- incorrect or incomplete address details provided by the customer
We are not liable for delays caused by third-party shipping providers, customs processes, or other events beyond our reasonable control.
9. Incorrect Shipping Information
Customers are responsible for providing accurate and complete shipping, contact and delivery information at the time of purchase.
If an incorrect address is entered, please contact us as soon as possible. We cannot guarantee changes can be made once an order has been processed or dispatched.
If an order is returned due to an incorrect or incomplete address, refusal of delivery, failure to collect the parcel, or other undeliverable delivery information, additional shipping or related costs may be passed on to the customer before the order can be re-sent.
Where an order is cancelled or refunded after being returned to us as undeliverable, the refund may be reduced by any shipping, return handling, re-stocking or related costs incurred by us.
10. Lost or Missing Parcels
If your parcel appears to be lost or significantly delayed, please contact us, and we will make reasonable efforts to assist with an enquiry through the relevant shipping provider.
We may require a reasonable period for the carrier’s investigation before a replacement, refund or other resolution is considered.
11. Damaged or Defective Items
If your parcel arrives damaged or your item is defective, please contact us within 5 days of delivery with your order number, a description of the issue, and clear photographs of the parcel and product where relevant.
Any claim for damaged or defective items will be assessed in accordance with our Returns and Refunds Policy and subject to any applicable conditions set out in that policy.
We will review the matter and work with you to determine an appropriate resolution in accordance with the consumer laws applicable in your country, where relevant.
12. Authority to Leave
To help minimise failed deliveries and subsequent undelivered orders, most carriers and couriers may deliver parcels under Authority to Leave where it is considered safe to do so.
If you do not wish for your order to be left unattended, please let us know as soon as possible after placing your order and we will use our best endeavours to update the carrier or courier instructions accordingly. However, we cannot guarantee that all carriers or couriers will be able to accept or follow those instructions.
Where a parcel is left in accordance with carrier or courier delivery practices, responsibility for the parcel passes to the customer once the parcel has been marked as delivered, subject to any applicable consumer rights.
13. Contact Us
If you have any questions about shipping, fulfilment or delivery, please contact us at customerservice@discreetie.com.au or by using the Contact Us form on our website.