Shipping policy

Last updated: 25 August 2026

This Shipping Policy explains how COULEI (operated by EVV AUS PTY LTD) processes, ships, and delivers orders placed through coulei.com.au. It forms part of the terms on which you purchase from us. Nothing in this policy limits or excludes any rights or remedies you have under the Australian Consumer Law.

1. Order processing time

Orders are usually processed and dispatched within 1-2 business days of being placed. Processing time refers to the time it takes us to prepare, pack, and hand your order to our shipping partner - it is separate from delivery/transit time.

Pre-sale orders: Orders placed during our pre-sale period will be processed and dispatched from 18th November 2026. You’ll receive a shipping confirmation with tracking once your order is on its way.

During sale periods, promotions, or public holidays, processing may take a little longer. If there's a significant delay with your order, we'll do our best to let you know.

Orders placed on weekends or public holidays will begin processing on the next business day.

2. Shipping destinations

We currently ship Australia-wide and internationally to most countries (excluding USA).

3. Shipping carriers and cost

We pick, pack and ship orders from Sydney, Australia using Australia Post.

Shipping costs are calculated automatically at checkout, based on your delivery address, the weight/size of your order, and the shipping method available. The exact cost will always be shown before you complete your purchase, so there are no hidden shipping fees.

4. Estimated delivery times

Delivery times are estimates only, calculated from the date of dispatch (not the order date), and are not guaranteed:

Australia (metro areas): approximately 2–6 business days after dispatch
Australia (regional/remote areas): approximately 5–10 business days after dispatch
International: approximately 7–21 business days after dispatch, depending on destination and customs processing

Delivery estimates provided at checkout are based on information from our shipping carriers and are subject to change due to factors outside our control, including customs delays, weather, courier network disruptions, and public holidays in the destination country.

5. Order tracking

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information (where available for your selected shipping method), so you can follow your parcel's progress.

6. International orders: customs, duties, and taxes

For orders shipped outside Australia, your order may be subject to import duties, taxes, and customs clearance fees imposed by your country's customs authority. These charges are the responsibility of the customer and are not included in the price of your order or your shipping cost, as they are outside our control.

We recommend checking with your local customs office for more information on potential charges before placing an international order. Customs processing can also affect delivery timeframes, and delays caused by customs are outside our control.

7. Address accuracy

Please double-check your shipping address at checkout. We are not responsible for orders delayed, misdirected, or lost due to an incorrect or incomplete address provided by the customer. If you notice an error shortly after placing your order, contact us as soon as possible at contact@coulei.com.au and we will do our best to update it before dispatch, but we cannot guarantee a change once an order has been processed.

We currently ship to street addresses; if you'd like to use a PO Box or parcel locker, please contact us before ordering to confirm it can be accommodated for your chosen shipping method.

8. Lost, delayed, or damaged parcels

If your order hasn't arrived within the estimated delivery window, or has arrived damaged, please contact us at contact@coulei.com.au with your order number so we can investigate with the relevant carrier and find a resolution, which may include a replacement, refund, or store credit, in line with your rights under the Australian Consumer Law.

9. Multiple shipments

If you order multiple items, they may occasionally be shipped separately or arrive on different days, depending on stock availability and carrier logistics. You will not be charged extra for split shipments.

10. Changes to this policy

We may update this Shipping Policy from time to time to reflect changes in our shipping partners, processes, or applicable law. Updates will be posted on this page with a revised "Last updated" date.