Shipping policy

Shipping & Delivery Policy

Introduction
This Shipping & Delivery Policy explains how we ship and deliver products ordered on https://duchessence.com (the “Website”), operated by MD Agence Ecommerce (trading as “Duchessence”).

1. Where we ship

We currently ship to Australia.

If you would like to place an order to another destination, please contact us at contact@duchessence.com before ordering and we will let you know if we can accommodate your request.

2. Processing and delivery times

  • Orders are usually prepared and dispatched within 0–3 business days after your order is confirmed and payment is received.

  • Estimated delivery time within Australia is generally 2–7 business days from the date of dispatch, depending on your location and the carrier.

These timeframes are estimates only and are not guaranteed. Delivery times may be longer during busy periods or due to factors outside our control (for example, carrier delays, public holidays, extreme weather).

We are not responsible for delays caused by third‑party carriers or events beyond our reasonable control.

3. Shipping fees

Shipping fees are calculated at checkout based on:

  • your delivery address, and

  • the shipping method selected (where options are available).

All applicable shipping costs will be shown to you before you confirm and pay for your order.

From time to time, we may offer promotions such as free or reduced shipping; any such offers will be clearly indicated on the Website and/or at checkout.

4. Order tracking

Once your order has been dispatched, you will receive a shipping confirmation email.
Where available, this email will include a tracking number and a link so you can follow the progress of your delivery.

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

5. Delivery issues

If you have not received your order within the estimated timeframe, or if your parcel arrives damaged:

  • please first check the tracking information provided by the carrier, then

  • contact us as soon as possible at contact@duchessence.com with your order number and a brief description of the issue.

For damaged parcels, we may ask for photos of the packaging and the product to help us investigate with the carrier.

Please contact us within a reasonable time after the expected delivery date so we can assist you.

6. Incorrect address / failed delivery

You are responsible for providing a complete and accurate delivery address when placing your order.
If a parcel is returned to us due to an incorrect or incomplete address, or because it was not collected from the carrier within the required timeframe, we may:

  • reship the order to a corrected address (additional shipping fees may apply), or

  • offer a refund for the products (excluding original shipping costs), depending on the circumstances.

7. Additional information

For more details on returns, exchanges and refunds, please see our Returns & Exchanges Policy:
https://duchessence.com/policies/refund-policy

For our full terms of sale and website terms, please see our Terms of Service:
https://duchessence.com/policies/terms-of-service

Last updated: 4 January 2026