Shipping policy

SHIPPING POLICY

Last updated: 29 July 2026

This Shipping Policy applies to purchases made from Ordessa, ABN 15 377 158 696.

Delivery locations

Ordessa currently delivers within Australia.

International delivery is not currently available.

Some carriers or products may be unable to be delivered to PO boxes, parcel lockers, islands, remote communities or locations requiring specialised freight services.

If we cannot deliver an order to the address provided, we will contact the customer to request an alternative address or arrange another appropriate solution.

Order processing and delivery estimates

Orders are generally processed for dispatch within 1–3 business days after payment is successfully received.

This processing period is included within the total delivery estimate below.

Most Australian orders are expected to arrive within approximately 5–12 business days after the order is placed.

Delivery to remote locations may take up to 15 business days.

Business days are Monday to Friday, excluding national and relevant state public holidays.

These timeframes are estimates rather than guaranteed arrival dates. Delivery may be affected by the destination, carrier capacity, public holidays, severe weather, road closures, peak shopping periods and circumstances outside Ordessa’s reasonable control.

If an order has not arrived after 12 business days—or 15 business days for a remote location—the customer should contact support@ordessa.com.au so that Ordessa can investigate.

Fulfilment and split deliveries

Ordessa works with third-party fulfilment partners to prepare and dispatch orders.

Products may be dispatched from different fulfilment locations. If an order contains multiple products, the products may arrive in separate parcels and on different days.

Customers will not be charged an additional delivery fee solely because Ordessa divides an order into multiple shipments after purchase.

Ordessa remains the customer’s point of contact for questions or problems concerning an Ordessa order.

Shipping charges

Any applicable shipping charge will be displayed before checkout is completed.

All prices and shipping charges are displayed in Australian dollars. Product prices include GST where applicable.

Any free-delivery promotion is subject to the conditions displayed with the promotion, including minimum order value, eligible products and eligible delivery locations.

Tracking

Where tracking is available, tracking details will be sent to the email address supplied during checkout after the parcel has been dispatched.

Tracking may take up to 48 hours after dispatch to begin displaying carrier scans.

If an order is divided into multiple shipments, separate tracking information may be provided for each parcel.

Delivery addresses

Customers are responsible for providing a complete and accurate delivery address.

Before completing checkout, customers should confirm the:

  • recipient’s full name;

  • unit or apartment number;

  • street address;

  • suburb;

  • state;

  • postcode;

  • phone number; and

  • email address.

Customers should contact support@ordessa.com.au immediately if an address needs to be corrected.

Ordessa cannot guarantee that an address can be changed after an order has entered processing or been submitted for fulfilment.

Reasonable carrier charges caused by an incorrect or incomplete customer-provided address may be payable by the customer. This does not apply where the address problem was caused by Ordessa or its service providers.

Authority to leave

A carrier may leave a parcel in a safe location where permitted by its delivery procedures and the delivery instructions supplied.

If no safe location is available, the carrier may attempt redelivery, take the parcel to a collection point or return it to the sender.

Customers are responsible for following carrier collection instructions before the stated deadline.

If tracking shows that a parcel was delivered but it cannot be found, the customer should:

  1. Check around the property and any designated safe location.

  2. Check with other household members, neighbours, building management or reception.

  3. Review the carrier’s tracking information.

  4. Contact support@ordessa.com.au if the parcel remains missing.

Ordessa will assist with a carrier investigation where appropriate.

Delayed or lost orders

Customers should contact support@ordessa.com.au if:

  • tracking has not updated for an unusual period;

  • the estimated delivery period has passed;

  • a parcel appears to be travelling in the wrong direction; or

  • the parcel may have been lost.

Ordessa will investigate with the relevant fulfilment partner or carrier.

Customers will not be required to resolve the matter directly with a manufacturer or fulfilment partner.

If an order is confirmed as lost or cannot be supplied, Ordessa will provide an appropriate remedy, which may include a replacement or refund.

Damaged deliveries

If a parcel arrives damaged, the customer should:

  1. Photograph the outer packaging before discarding it.

  2. Photograph the shipping label.

  3. Photograph the damaged product and internal packaging.

  4. Contact support@ordessa.com.au as soon as reasonably possible.

The customer should retain the product and packaging until Ordessa confirms whether an inspection or return is required.

A recommended reporting period does not remove or restrict rights available under the Australian Consumer Law.

Unclaimed and returned parcels

A parcel may be returned to sender if:

  • the address is incorrect or incomplete;

  • delivery is refused;

  • the parcel is not collected;

  • the recipient cannot be located; or

  • carrier collection instructions are not followed.

Ordessa will contact the customer after a returned parcel is received or confirmed.

Where the return was caused by incorrect customer-provided information or failure to collect the parcel, reasonable return-to-sender and redelivery charges may apply.

The customer may instead request a refund under the change-of-mind provisions of the Returns and Refund Policy. Original delivery charges and reasonable carrier charges may be deducted where permitted.

These charges do not apply where the return was caused by Ordessa, a fulfilment partner or a carrier.

Order changes and cancellations

Customers should contact support@ordessa.com.au immediately if they need to change or cancel an order.

Ordessa will attempt to accommodate the request, but changes and cancellations are not guaranteed after an order has entered processing or been submitted for fulfilment.

An order is not cancelled until Ordessa confirms the cancellation in writing.

This does not affect any cancellation or refund right that cannot legally be excluded.

Australian Consumer Law

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Contact

Ordessa
ABN 15 377 158 696
Email: support@ordessa.com.au