Shipping policy

STANDARD SHIPPING

• FREE standard shipping on Australian orders over $150 AUD (excluding bulky items).
• Orders under $150 incur a shipping fee of $9.95- $16.95 AUD depending on the weight and volume of your order.

EXPRESS SHIPPING

Express shipping rates are calculated at checkout based on your location and parcel size.

DISPATCH TIMEFRAMES

During regular trading periods, orders are dispatched within 24–48 hours (excluding weekends and public holidays).

Please note dispatch times may vary during:

• promotional or sale periods
• preorder launches
• high-volume order periods

Personalised items may require additional processing time, which will be noted on the product listing.

ORDER CHANGES

Once your order is placed, you’ll have a 30-minute window to update your shipping address or email details.

DELIVERY & SIGNATURE REQUIREMENTS

All orders require a signature on delivery due to the higher value of our products.

If you may not be home to receive your parcel, we recommend shipping to:

• a workplace address, or
• a free Australia Post Parcel Locker

This can help avoid delays or collection from your local Post Office.

SHIPPING PROVIDERS

Orders are shipped via Australia Post and trusted courier partners.
Express orders are sent using Australia Post Express where available.

BULKY ITEMS

Shipping costs for bulky items (soft play products) are calculated at checkout based on your delivery address.

INTERNATIONAL SHIPPING

We ship internationally via Australia Post International Express with signature required on delivery.

Shipping costs are calculated at checkout based on your location and parcel weight.

If your country is unavailable at checkout, please contact us via email at help@henlee.co and we’ll do our best to assist.

DUTIES & TAXES

USA & Canada

Import duties and taxes are included in the shipping cost shown at checkout.

All Other Countries

Import duties and taxes are not included and may be charged by your local customs authority upon arrival. These charges are the responsibility of the customer.

If an international order is refused or not collected within the carrier’s collection timeframe, any original shipping, return shipping, duties or import fees incurred will be deducted from your refund.

International orders are not automatically covered by shipping insurance. If you would like your order insured against loss or damage, please contact us prior to placing your order for a custom shipping quote including insurance coverage.

PRE ORDER ITEMS

If your order includes a pre-order item, your entire order will be dispatched once all items are in stock.

Estimated dispatch dates for pre-order products are listed on the product page and may change.

If you would like in-stock items shipped sooner, please place a separate order.

ADDRESS ACCURACY & DELIVERY ISSUES

Please ensure your shipping address is correct before placing your order.

Henlee is not responsible for parcels returned due to incorrect or incomplete addresses. Any redirection or reshipping costs will be charged to the customer.

Once your parcel has been dispatched, delivery timeframes and parcel handling are managed by the shipping carrier. Unfortunately, we cannot guarantee delivery dates or accept responsibility for lost or delayed parcels caused by the carrier.

SHIPPING INSURANCE

Orders are not automatically covered by shipping insurance.

If you would like your parcel insured against loss or damage, please contact us before placing your order for a custom shipping quote including insurance coverage.

INTERNATIONAL RETURNS

We currently accept change-of-mind returns for customers in:

• Australia
• New Zealand
• USA
• Canada

Return shipping to our office in Western Australia is at the cost of the customer. Original shipping, duties and taxes paid cannot be refunded.

Unfortunately, we cannot offer change-of-mind returns for orders shipped to other international destinations.