Shipping policy

1. Order Processing & Dispatch

Orders placed through www.primeonline.com.au are generally processed and dispatched within 1–2 business days.

Business days exclude weekends and public holidays. During sale periods, promotional events and peak trading periods, processing times may be longer than usual.

Once your order has been dispatched, delivery timeframes will depend on your location and the delivery service selected.

2. Shipping Methods, Costs & Delivery Times

Available shipping methods, shipping costs and estimated delivery timeframes will be displayed at checkout before you complete your purchase.

Delivery timeframes are estimates only and may vary depending on your destination, courier services and circumstances outside our control.

3. Order Tracking

Where tracking is available, tracking details will be provided once your order has been dispatched.

Please allow time for tracking information to update after dispatch.

4. Incorrect Delivery Details

Customers are responsible for providing accurate delivery details when placing an order.

If you notice an error in your delivery address, please contact us as soon as possible at stkilda@primeonline.com.au.

We cannot guarantee that address changes can be made once an order has been processed or dispatched. Additional shipping costs may apply if an order needs to be resent due to incorrect delivery information supplied by the customer.

5. Delayed, Lost or Damaged Deliveries

If your order has been delayed, appears to be lost or arrives damaged, please contact us at stkilda@primeonline.com.au with your order number and details of the issue.

We will work with you and the relevant delivery provider to investigate the matter and determine the appropriate next steps.

Nothing in this policy excludes or limits any rights you may have under Australian Consumer Law.

6. International Shipping

PRIME offers international shipping to destinations available at checkout.

International shipping options, costs and estimated delivery timeframes will be displayed at checkout where available.

International orders may be subject to customs duties, import taxes and other charges imposed by the destination country. Unless otherwise stated at checkout, these charges are the responsibility of the customer.

International delivery timeframes may vary due to customs clearance and local delivery services.

7. Contact Us

For shipping enquiries or assistance with an order, please contact:

Email: stkilda@primeonline.com.au

Please include your order number when contacting us about an existing order.

PRIME

Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies available to consumers under Australian Consumer Law.