Shipping policy

Shipping Policy

Thank you for shopping with VividLad. We are a Hong Kong-based dropshipping business specializing in lamps and chandeliers sourced from trusted suppliers in China. All orders are fulfilled directly by our suppliers and shipped internationally to customers in Australia. We offer free shipping on all orders to make your experience seamless. We strive to provide reliable shipping, but please note that delivery times are estimates only and may vary due to factors beyond our control, such as customs processing or carrier delays. This policy outlines our shipping practices to ensure transparency and compliance with applicable laws.

1. Shipping Methods and Availability

We ship exclusively to addresses in mainland Australia and select territories using multiple reputable international carriers, such as Australia Air and EMS, selected based on order size or value. Shipping is handled by third-party carriers, and we do not ship to remote territories or certain outlying areas (examples include Christmas Island, Cocos (Keeling) Islands, and Norfolk Island). If your address is ineligible, we will notify you and issue a full refund.

Under Australian Consumer Law, we aim to dispatch orders within a reasonable time, typically 1-3 business days after payment confirmation. However, as a dropshipping service, fulfilment relies on third-party suppliers and carriers, and we are not liable for any related delays.

2. Shipping Costs

We offer free shipping on all orders, with no hidden fees, surcharges, or exceptions. This applies to all eligible Australian addresses and is clearly indicated at checkout.

3. Delivery Times

Delivery times are estimates and not guaranteed. On average, orders arrive in 10-14 business days to major Australian cities and 12-20 business days to regional areas, starting from the date of shipment (not order placement). These timelines exclude weekends, holidays, and processing time.

Delays may occur due to customs clearance, weather, strikes, or other force majeure events (e.g., pandemics, natural disasters). We are not responsible for such delays and will not provide compensation unless required by law. If your order hasn't arrived within 30 days of shipment, please contact us for assistance. Under Australian Consumer Law, if delivery is unreasonably delayed, you may be entitled to a remedy such as a refund, contact us to discuss.

4. Order Tracking

Tracking information will be provided via email once available from the carrier. You can track your package through the carrier's website. If tracking is delayed or unavailable due to carrier issues, we will provide updates upon request.

5. Lost or Damaged Shipments

• Lost Shipments: Customers should first contact the carrier directly. If the issue is not resolved within 5 days, contact us at customerservice@vividlad.com with proof of your communication with the carrier. If the order is confirmed lost (typically after 30 days from shipment with no resolution through coordination between the vendor, carrier, and customer), we will reship the item or provide a full refund at our discretion. We may require additional proof.
• Damaged Shipments: Inspect your package upon arrival. If damaged, photograph the item, packaging, and any visible issues, and report it to us at customerservice@vividlad.com within 2 days of delivery, including your order information. We will investigate and, subject to verification, provide a resolution such as a replacement or refund. We are not liable for damage caused by mishandling during transit unless proven to be our fault.
  In all cases, our liability is limited to the order value, and we disclaim responsibility for consequential losses (e.g., installation costs). This aligns with consumer protections under Australian law, where goods must arrive in acceptable condition.
  Note: We do not provide insurance for shipments. We recommend purchasing third-party insurance for high-value orders if desired.

6. International Shipping and Customs

As your items ship directly from China, they may be subject to Australian customs inspection. You are solely responsible for any import duties, taxes, GST, or customs fees imposed by Australian authorities. However, we specialize in low-value items (typically under AUD 1,000 per order), which are often exempt from duties and GST under current Australian rules (e.g., 5% customs duty and 10% GST may apply only to orders over AUD 1,000). We recommend checking with the Australian Border Force for the latest information, as we do not collect or remit these on your behalf.
Products are sourced from China and may require customer verification of local compliance.
We are not liable for seized or returned shipments due to customs issues. Risk of loss and title to the goods pass to you upon handover to the carrier in China.

7. Changes and Cancellations

You may cancel your order before shipment for a full refund. Once shipped, cancellations are not possible, but you can refer to our Returns Policy for options. Note that under our Returns Policy, customers are responsible for return shipping costs.

8. Force Majeure and Limitations of Liability

We shall not be liable for any failure or delay in performance due to events beyond our reasonable control, including but not limited to acts of God, war, government actions, customs delays, or carrier issues. Our total liability for any claim arising from shipping shall not exceed the purchase price of the goods. Nothing in this policy excludes or limits your statutory rights under applicable laws, including Australian Consumer Law.

9. Contact Us

For shipping inquiries, email customerservice@vividlad.com or use our contact form. We aim to respond within 48 hours.

This policy was last updated on August 15, 2025. We reserve the right to amend it, changes will be posted on our site.