Shipping & Delivery

Processing Times

We aim to process, pack, and have your order ready for dispatch within 1–2 business days from the date of purchase. This can be subject to slightly longer lead times during periods such as seasonal sales and promos.

Orders placed after 10am on Fridays will be processed the following Monday (excluding public holidays).

Delivery Times

Delivery time, as of the time of collection of your order from our warehouse, is:

Australian Metropolitan Areas: Orders are typically delivered within 4 business days following dispatch.
Rural Locations, Northern Territory, Western Australia or Tasmania: Please allow up to 7-10 business days for delivery.

Shipping Methods & Costs – For Australian Orders

Free Shipping: Enjoy free shipping on all Australian orders over $100.
Our standard shipping fees for orders under $100 are :

$15 for NSW, Victoria, Queensland & South Australia
$35 for Northern Territory, Western Australia & Tasmania

Courier Service: We generally use Australia Post, StarTrack, or Couriers Please to deliver your order
We do not offer any form of express shipping at this time.

Please note that we cannot deliver to PO Boxes or Parcel Lockers, but our couriers can arrange delivery to local parcel points in your area.

Shipping Methods & Costs – For Hong Kong Orders

Free Shipping: Enjoy free shipping on all Hong Kong orders over HK$400
Our standard shipping fees for orders under HK$400 is HK$50
We do not offer any form of express shipping at this time.

Authority to Leave (ATL)
ATL authorise the courier to leave your order at your delivery address without a signature

All orders are automatically checked at Checkout to allow for Authority To Leave.

If the box is left tick, ATL will automatically apply, and a signature will be required upon delivery.

Should you NOT want ATL activated for your order, please ensure that you UNTICK the box at checkout.

Orders with Authority to Leave instructions are not insured once the courier marks the item as delivered.

Unsuccessful Delivery Attempts
If delivery is unsuccessful:

Australia Post: Your parcel will be held at your nearest post office for up to 10 business days. You will receive a notification with collection details.
StarTrack: Parcels will be held at their depot or collection point for 10 business days. You can arrange redelivery through their Redelivery Service – click here.
Couriers Please: Parcels will be held at their depot or collection point for 7 days. You can organise redelivery through their Redelivery Service – click here.

If the parcel is not collected or redelivery is not arranged within these timeframes, it will be returned to sender. To have your parcel shipped back to you, a fee of $35 will apply regardless of your delivery address.

Incorrect Delivery Address

All items are shipped to the address provided to us and we take no responsibility for incorrectly entered details when an order is placed. We are unable to change addresses or contact details on your behalf once an item has left our warehouse.

Should you become aware of any incorrect details while your item/s are in transit, please contact the courier company handling your delivery directly to see if you are eligible to change these details.

Track Your Order
Once your order is confirmed, you’ll receive an order confirmation email followed by a follow-up email with tracking details once the order is dispatched. If you do not receive these emails, please check your spam, promotions, or social folders. If you still can’t find them, feel free to reach out to customer care at hi@knownstranger.com.au

Shipping Delays
While we make every effort to dispatch and deliver your order on time, please note that shipping times may be affected by factors beyond our control, such as:

Adverse weather conditions
Public holidays
High-demand periods (e.g., sales, holidays)
Incorrect address details entered at checkout.
Payment issues (e.g., incorrect credit card information).
Fraud prevention verification, where additional details may be required to confirm the order.
Customs processing for international orders

Please be sure to contact us if your delivery is 5 days past its ETA.

If your delivery is delayed:

Check your tracking link for updates.
Contact the courier directly for more information.
If the courier cannot assist, please contact us, and we’ll escalate the issue on your behalf.

Note: Escalating with the courier directly first often results in quicker updates. If your order is missing, we’ll work with the courier to resolve it as quickly as possible.

Missing or Damaged Items
If your order is missing or arrives damaged, please contact us immediately at hi@knownstranger.com.au.

If your order arrives damaged or if there’s any issue, please

· Save all packaging materials and damaged items.

Take photos of the damage and email them to us.
Please do not dispose of the goods until we advise you to do so.

We will assist in resolving the issue by offering a replacement or refund, depending on the situation.

Click & Collect
Click & Collect isn’t available at checkout right now — but we can help! Just email hi@knownstranger.com.au and we will do our best to accommodate any requests.

Pre-Order Shipping Details
For pre-order items, the expected arrival date is an estimate and may change due to factors outside of our control. Here are the important details regarding pre-order shipping:

You will be charged at the time of placing a pre-order.
Pre-order items will be shipped as soon as they arrive in our warehouse, and we will notify you via email once they are on their way.
If your order includes both a pre-order item and other items, they will be shipped together one the pre-ordered items are in stock. Should you want the in-stock items immediately, please place a separate order for these items to avoid delays in shipping due to the preorder items.
For any cancellations, please contact us directly.

Commercial Shipping Rates

We offer straightforward flat-rate shipping for all your business needs.

NSW/VIC/QLD/SA/ACT Metro Areas

Estimated Delivery Time ~ 2-7 business days

QUANTITY	SHIPPING FEES
1 to 4 ctns	AUD10 per box
5 to 10 ctns	AUD5 per box
11 to 30 ctns	AUD3 per box
30+ ctns	AUD90 Flat Rate
160+ ctn	Full Pallet Free Delivery

WA, NT, TAS, Remote Areas

Estimated Delivery Time ~ 5-12 business days

QUANTITY	SHIPPING FEES
1 to 4 ctns	$35 per box
5 to 10 ctns	$20 per box
11 to 59 ctns	$10 per box
60+ ctns	$600 Flat Rate

HONG KONG COMMERCIAL CUSTOMER

QUANTITY	SHIPPING FEES
Under 10 ctns	HK$150 Flat Rate
10+ ctns	Free Shipping

OTHER INTERNATIONAL ORDERS

Contact partner@hellotoa.com for custom shipping quotes.