Shipping Policy

Last updated: 19 July 2026

This Shipping Policy applies to orders placed through the soulmuse. online store.

The terms “soulmuse.”, “we”, “us” and “our” refer to Indiana Marina Grace Douglas, a sole trader trading as soulmuse.

Free standard shipping

soulmuse. offers free tracked standard shipping on all orders to the destinations we currently serve.

There is no minimum order amount required to qualify for free standard shipping.

Express shipping is not currently available.

Free shipping does not include customs duties, import taxes, government charges or international carrier handling fees that may apply after an order reaches its destination country.

Shipping destinations

soulmuse. currently ships to:

• Australia

• New Zealand

• United States

• Canada

• United Kingdom

• Singapore

• Japan

• South Korea

• Hong Kong

• Malaysia

• Taiwan

Shipping availability is also determined by the countries and regions shown as available at checkout.

We may temporarily remove or suspend delivery to a destination because of:

• postal-service suspensions

• war, civil unrest or security concerns

• sanctions or legal restrictions

• natural disasters

• carrier disruptions

• customs restrictions

• an inability to provide reliable tracked delivery

• other circumstances outside our reasonable control

If we cannot ship an accepted order to the supplied destination, we will contact the customer and provide a refund through the original payment method.

Order processing

In-stock orders are normally processed within 2–6 business days.

Orders are processed and dispatched Monday to Friday, excluding Western Australian public holidays.

Processing time is the period between an order being placed and the parcel being handed to Australia Post. It is separate from the estimated delivery time.

Processing may take longer during:

• new product launches

• pre-sale periods

• promotional periods

• unusually high order volumes

• public holidays

• unexpected stock or fulfilment issues

Where a significant processing delay affects an order, we will provide an update by email.

Carrier and tracking

Orders are generally shipped using:

• Australia Post Parcel Post within Australia

• Australia Post International Standard for international orders

Australia Post may transfer an international parcel to a local postal or delivery provider after it reaches the destination country.

All orders include tracking where the selected postal service supports it.

Once an order has been dispatched, the customer will receive a shipping-confirmation email containing the available tracking information.

Tracking information may take approximately 24–48 hours after dispatch to begin displaying updates.

Estimated Australian delivery times

Australian orders are generally expected to arrive within:

2–10 business days after dispatch

This estimate may be longer for:

• regional and remote locations

• islands and territories

• Western Australia-to-eastern-states deliveries

• periods of high postal demand

• severe weather

• carrier disruptions

Express delivery is not currently offered.

Estimated international delivery times

International orders are generally expected to arrive within:

4–15 business days after dispatch

This estimate applies primarily to deliveries between metropolitan areas.

International deliveries to regional or remote locations may take longer.

International delivery estimates do not include time spent:

• undergoing customs inspection

• awaiting payment of import charges

• being processed by a destination postal provider

• affected by local public holidays

• affected by security or service disruptions

Delivery estimates are guides only and are not guaranteed delivery dates.

Delayed deliveries

Delivery delays may occasionally occur after an order has been dispatched.

A delay does not automatically mean that the parcel has been lost.

Please check the tracking information supplied with your order. If the parcel is more than two business days past its latest estimated delivery date, contact us at indiana.soulmuse@gmail.com.

The two-business-day period is a recommended time for contacting us and does not remove or limit any rights available under applicable consumer law.

We will take reasonable steps to investigate the delivery with Australia Post or the relevant destination carrier.

Pre-orders

Estimated dispatch periods for pre-order products will be displayed on the applicable product page.

Pre-order dates are estimates unless expressly described as guaranteed.

We will provide updates by email when new information about the expected dispatch date becomes available, including where the estimated timing changes or a delay occurs.

A customer may cancel a pre-order and receive a refund through the original payment method at any time before it has been dispatched.

Orders containing available and pre-order products

An order may contain both available products and pre-order products.

Where practical, available products will be dispatched separately rather than being held until the pre-order products are ready.

Customers will not be charged an additional standard shipping fee when soulmuse. chooses to divide an order into separate parcels.

Where an order contains multiple pre-order products with different availability dates, soulmuse. may:

• dispatch each product when it becomes available

• combine some or all of the products into one shipment

• otherwise divide the order based on stock timing and practical fulfilment considerations

Separate parcels may have different tracking numbers and delivery dates.

PO Boxes, Parcel Lockers and remote locations

Australian orders may be sent to valid PO Boxes and Australia Post Parcel Lockers where Australia Post permits delivery.

We may deliver to remote Australian areas, islands and territories where Australia Post provides an available tracked service.

Some remote addresses may experience longer delivery periods.

If the selected carrier cannot deliver to the supplied address, we may contact the customer to request an alternative address. If no suitable delivery arrangement can be made, the affected order will be cancelled and refunded.

Delivery addresses

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Before dispatch, a customer may request an address change by emailing indiana.soulmuse@gmail.com.

We will attempt to make the requested change, but an address change is not confirmed until we provide written confirmation.

Once an order has been dispatched, we cannot guarantee that the address can be changed or redirected.

Customers should not rely solely on updating an address within their customer account after an order has already been placed. They must contact us directly regarding the affected order.

Incorrect or incomplete addresses

If a parcel cannot be delivered because the customer supplied an incorrect or incomplete address, the customer may be responsible for the reasonable cost of sending the parcel again.

We will contact the customer after the parcel has been returned to us.

The parcel will only be resent once:

• it has been safely returned to soulmuse.

• the correct delivery address has been confirmed

• any applicable reshipping cost has been paid

If the customer does not want the parcel resent, we may provide store credit for the product amount paid, subject to any mandatory consumer rights and reasonable costs directly resulting from the incorrect address.

Authority to leave and safe-drop deliveries

Customers may be able to select an authority-to-leave or safe-drop option through Australia Post or another delivery provider.

Customers should only select a location that is secure, protected from weather and appropriate for parcel delivery.

Where a customer specifically authorises a parcel to be left in a nominated location, the customer accepts the risks directly associated with the suitability or security of that location.

This does not remove soulmuse.’s responsibility to investigate a genuine delivery failure or provide a remedy where required by applicable law.

International customs, duties and taxes

International orders may be subject to:

• customs duties

• import taxes

• value-added tax

• tariff charges

• customs processing fees

• postal or carrier handling fees

These charges are imposed by governments, customs authorities or delivery providers and are separate from soulmuse.’s free standard shipping offer.

Unless expressly stated otherwise, international customers are responsible for paying all customs duties, import taxes and related charges applied to their order.

soulmuse. cannot guarantee the amount of these charges or whether they will apply.

Customers are responsible for checking the import requirements and potential charges in their country before placing an order.

Delays caused by customs processing or unpaid import charges are outside our direct control, although we will provide reasonable assistance where possible.

Refused customs charges and international returns to sender

If a customer refuses to pay applicable customs duties, import taxes or carrier charges, the parcel may be refused, abandoned, destroyed or returned to soulmuse.

Where the parcel is safely returned to us, the customer may receive store credit for the eligible product amount paid.

Store credit will only be issued after the parcel has been received and inspected.

Any customs charges, return-to-sender charges or other direct costs imposed on soulmuse. because the parcel was refused may be deducted from the store credit where legally permitted.

Original customs duties, import taxes and third-party fees are not refundable by soulmuse.

Mandatory consumer rights applying in the customer’s country continue to apply.

Orders marked as delivered but not received

If tracking states that an order has been delivered but it cannot be located, the customer should:

1. confirm that the delivery address on the order is correct

2. contact Australia Post or the relevant local delivery provider to request delivery information

If the parcel remains missing, email indiana.soulmuse@gmail.com with:

• the order number

• the customer’s full name

• the delivery address

• any information supplied by the carrier

We will investigate the matter with Australia Post or the relevant delivery provider.

An order being marked as delivered does not automatically prevent us from investigating a genuine delivery issue.

Lost parcels

A parcel will be treated as lost when the relevant carrier confirms that it cannot be located or when the available evidence reasonably shows that it has been lost in transit.

Where an order is confirmed to have been lost before delivery, soulmuse. will provide an appropriate remedy, which may include:

• sending a replacement where stock is available

• providing a refund through the original payment method

The appropriate remedy will depend on the circumstances and the customer’s rights under applicable consumer law.

Damaged deliveries

Please inspect your parcel promptly after delivery.

If the parcel or product arrives damaged, email indiana.soulmuse@gmail.com as soon as reasonably possible.

Where available, please include clear photographs of:

• the outer packaging

• the shipping label

• the damaged product

• all products included in the parcel

Please retain the packaging and damaged product while the matter is being assessed, as the carrier may request additional information or inspection.

We will assess the issue and provide an appropriate remedy in accordance with our Returns and Refunds Policy and applicable consumer law.

Shipping insurance

Separate customer-purchased shipping insurance is not currently offered.

A customer’s mandatory rights relating to lost, damaged or undelivered products do not depend on purchasing additional shipping insurance.

Events outside our control

Delivery or processing may be affected by events outside our reasonable control, including:

• severe weather

• natural disasters

• war or civil unrest

• government restrictions

• customs action

• postal strikes

• carrier disruptions

• transport interruptions

• public-health emergencies

Where an event causes a material delay or prevents us from completing an accepted order, we will provide reasonable updates and any remedy required by applicable law.

Changes to shipping availability

We may update shipping destinations, delivery services or estimated timeframes when carrier availability, costs, laws or operational conditions change.

The shipping options available at checkout at the time an order is placed will determine whether we can accept delivery to a particular location.

Changes to this policy will not remove rights relating to an order that has already been accepted.

Contact

For shipping and delivery enquiries, contact:

Email: indiana.soulmuse@gmail.com

Please include your order number wherever possible.