Shipping policy

Shipping Policy – The Hookery

Last updated: February 2026

We want your Hookery goodies to reach you safely, quickly, and with as little stress as humanly possible. This Shipping Policy explains how we pack, handle, and deliver your orders, so you always know what to expect.

1. Order Processing Times

We aim to pack your order with care and send it on its way ASAP.

Processing time:

1–3 business days - However 95% of orders are shipped same day if the order is received by 2pm AEST (Australian Eastern Standard Time) 

During busy periods (sales, product launches, holidays), processing may take a little longer — but we always do our best to keep things moving smoothly.

You’ll receive an email confirmation once your order has shipped.

If your order is urgent then please select 'Express Post' it costs a little extra but its guaranteed to be the fastest option. 

2. Shipping Rates – Australia

We ship Australia-wide.

Standard Shipping

  • Fress standards shipping for orders over $75 within Australia

  • $10 Flat rate for all orders over $75 

Express Shipping

  • $8 for Express shipping for orders over $75 

  • $15 for Express shipping for orders under $75 

Shipping is calculated at checkout based on your location.

3. International Shipping

We currently do not ship Internationally, however if you have stumbled on us from afar then reach out and we can manually ship to you still. 

International shipping can get expensive so please request a quote on shipping before placing an order. 

Shipping costs vary by region and are shown at checkout.

Please note:

  • Import duties/taxes are the responsibility of the customer

  • Delivery times vary depending on your country’s postal system

  • Some countries may experience customs delays

If you’re unsure whether we ship to your region, email us at hello@thehookery.com.au.

4. Estimated Delivery Times

Please note these are estimates only.

Australia

  • Standard: 3–8 business days

  • Express: 1–4 business days

New Zealand

  • 5–10 business days

Rest of World

  • 7–21 business days

Weather, public holidays, customs, and courier delays may affect delivery times.

5. Tracking Your Order

All orders come with tracking.

Once your order has shipped, you’ll receive a tracking link via email so you can watch your parcel make its way to you (ideally without detours).

If you haven’t received your tracking details:

  • Check your spam/junk folder

  • Or contact us and we’ll resend it

6. Delivery Issues

We understand that shipping doesn’t always go perfectly (we’ve met Australia Post…).  We use a combination of couriers to offer you the best shipping options (price and speed) however some couriers perform better than others and some have good and bad days!! Don't we all. 

If your order is:

Delayed

Please allow a few extra days beyond the estimate. If it still hasn’t arrived, contact us and we’ll investigate.

Lost in transit

If the courier confirms your parcel is lost, we’ll replace it or issue a refund.

Damaged on arrival

Please send photos of the damage to hello@thehookery.com.au and we’ll get a replacement sent out.

7. Incorrect Address Provided

If an incorrect or incomplete address is provided at checkout don't fret we have your back and will do whatever we can do address the issue (all puns intended): 

  • All our couriers document delivery - if the item was delivered to the wrong address we will work with you to have it re-sent to you (there may be a fee for a re-delivery) 

  • If the parcel is returned to us, we can reship it if you're happy to help cover some of the new shipping fee (even though shipping is included in most orders, it still costs the same as every other site that ships so please be mindful that we are here to keep you happy but we are also in business to stay in business.

PLEASE Double-check your details at checkout to avoid delays.

8. Preorders & Backorders

If you purchase an item on preorder:

  • Estimated dispatch dates are listed on the product page

  • All items in your order will be shipped together unless arranged otherwise

If you would like other items sooner, please place separate orders.

9. Local Pickup (Optional Section)

If you select Local Pickup, the package will be left at the front door of the business address stated - this is a residential address so please be courteous of our beautiful neighbourhood and quickly and quietly pick up your parcel (and pat our beautiful Labradoodle on your way through). 

10. Contact Us

If you have any questions about shipping, your order, or tracking details, we’re always here to help.

The Hookery
Email: hello@thehookery.com.au
Website: thehookery.com.au

Your calm, cosy bundle of joy is on its way.