Shipping Policy

Shipping Policy Overview

This Shipping Policy applies to products purchased directly through the Clothentia website.

We aim to process eligible orders and coordinate delivery through available courier or logistics services based on the delivery address provided by the customer.

Shipping and delivery may depend on product availability, payment status, address serviceability, courier operations and other reasonable fulfilment requirements.

Order Processing Before Dispatch

After an order is submitted, it may undergo normal processing before shipment is arranged.

Order processing may include:

• Verification of the order information.
• Confirmation of the applicable payment status.
• Confirmation of product availability.
• Review of the delivery address and contact information.
• Packing and preparation for shipment.
• Handover to an available courier or logistics provider.

Orders are considered dispatched once they have been handed over for shipment and the relevant shipping process has been initiated.

Delivery Locations and Serviceability

Delivery availability depends on whether the address or postal code entered by the customer is serviceable through an available courier or logistics network.

A location that is generally serviceable may temporarily become unavailable because of courier restrictions, operational conditions or other circumstances affecting the relevant delivery network.

If an order cannot reasonably be delivered to the address provided, Clothentia may contact the customer for clarification or take appropriate action regarding the affected order.

Estimated Delivery Time

Where an estimated delivery period is displayed during checkout, order tracking or order-related communication, the period should be treated as an estimate rather than an absolute delivery guarantee.

Actual delivery may depend on factors such as:

• Destination and postal code.
• Courier network and serviceability.
• Product and order processing.
• Weekends and public holidays.
• Regional operational restrictions.
• Transportation or logistics delays.
• Weather, natural events or other circumstances outside reasonable operational control.

Shipping and Delivery Charges

Where a shipping or delivery charge applies, the applicable amount may be displayed in the cart, checkout or order summary before the order is submitted.

Shipping charges may depend on the order, destination, delivery method or other applicable fulfilment conditions.

The total amount shown at the relevant checkout stage should be reviewed before the customer completes the order.

Order Tracking

Once tracking information becomes available, the order may be tracked using the tracking facility provided through Clothentia or the relevant shipment information associated with the order.

Tracking updates are generated as the shipment moves through the applicable logistics network and may not always update immediately after each physical movement.

Delivery Address and Contact Information

Customers are responsible for providing complete and accurate shipping information when placing an order.

Address change requests

If you notice an address error after placing an order, contact Clothentia as soon as possible.

An address change cannot be guaranteed once the order has entered shipment processing or has already been dispatched.

Delivery Attempts

The courier or logistics provider may make delivery attempts according to its normal delivery process.

A delivery attempt may be unsuccessful where:

• The recipient is unavailable.
• The contact number cannot be reached.
• The delivery address is incomplete or cannot be located.
• Access to the delivery location is restricted.
• The recipient declines or does not accept the shipment.

If the courier cannot complete delivery, the shipment may be re-attempted, held, returned or otherwise handled according to the applicable courier process.

Delayed Shipments

Although we aim to support timely order fulfilment, delivery delays can occur after dispatch.

If the shipment has not arrived within the latest available estimated delivery period, customers should first review the tracking status and then contact Clothentia where additional assistance is required.

We may review the order with the relevant courier or logistics provider where appropriate.

Lost or Untraceable Shipments

If a dispatched order appears to be lost or cannot reasonably be located through the available tracking information, contact Clothentia with your Order ID.

The shipment may need to be investigated with the applicable courier or logistics provider before a final resolution is determined.

If the shipment is confirmed as lost and delivery cannot be completed, the affected order will be handled with an appropriate replacement or refund resolution where applicable.

Damaged Package or Product on Delivery

If the external package appears damaged or the product received is damaged, defective, missing or materially different from the product ordered, contact Clothentia within the applicable return period.

Customers may be asked to provide photographs or other reasonable information showing the package, product or issue so the request can be reviewed.

Eligible product-related issues are handled under Clothentia's Return Policy and Refund and Cancellation Policy.

Failed Delivery and Return to Origin

If delivery cannot be completed, the courier may return the shipment to its origin or another applicable fulfilment location.

This may happen due to circumstances such as:

• Incorrect or incomplete shipping address.
• Repeated unsuccessful delivery attempts.
• Recipient being unavailable.
• Recipient refusing delivery.
• Location becoming unserviceable.
• Courier or logistical restrictions.

Once a returned shipment is received and verified, Clothentia may contact the customer or process the order according to the applicable circumstances and policies.

Order Cancellation and Shipping

An order that has not yet reached a stage where shipment cannot reasonably be stopped may be eligible for cancellation under Clothentia's Refund and Cancellation Policy.

Once an order has already been dispatched, normal pre-shipment cancellation may no longer be available.

If a delivered product is eligible for return, customers should use the applicable Return Policy instead.

Shipping Process at a Glance

Shipping and Delivery Support

If you need assistance regarding dispatch, tracking, delayed delivery or another shipment-related issue, contact Clothentia using the details below.