Shipping policy

Processing

Once your order is placed, our team will carefully prepare your item(s) for shipment. 

Please kindly allow up to 2 days for your order(s) to be processed, we will always do our best to fulfil your order(s) as quickly as possible!

Please note: Orders placed during busy sale periods—such as Black Friday, Boxing Day, EOFY sales, and similar promotions—may take up to 5 business days to process due to high order volumes.

Estimated Shipping Times

Shipping timeframes are estimates only and may vary depending on your location and carrier delays.

Please note that customs processing may cause additional delays for international orders.

While the Personail team will do all we can to ensure your order is delivered on time, sometimes life happens and unforeseen circumstances can occur (Customs checks, holiday season, severe weather events, etc). We completely understand delays are frustrating, however, once your order is with the courier, any issues are beyond our control and are handled by the courier service.

Shipping Costs

Shipping costs are calculated at checkout based on your location and selected shipping method. Shipping fees are non-refundable once your order has been dispatched.

Preorders

If your order includes a preorder item, your entire order will be held and shipped together once the preorder item becomes available.

Incorrect Address

Please double-check your shipping address before completing your order. Personail is not responsible for orders delivered to an incorrectly provided address.

Lost, Stolen, or Damaged Parcels

We take great care in packing and sending your order, but once it’s in the hands of the carrier, events during transit are unfortunately outside our control. Personail is not responsible for lost, stolen, or damaged parcels. Personail is not responsible for any packages once they are in the hands of any one of our shipping subsidiaries.

Coverage for lost, stolen, or damaged parcels is only available if Shipping Protection was purchased at checkout.

If you’ve purchased Shipping Protection and believe your parcel is lost, stolen, or damaged, please contact us at hello@personail.com to file a claim. Here’s how claims work:

Lost, Stolen, or Damaged Parcels

Lost Parcels
Considered lost if there’s been no tracking update for 10 consecutive days from the last scan.
Please submit your claim within 30 calendar days of the last tracking update. Claims outside this timeframe may not be eligible.

Stolen Parcels
If your tracking shows “Delivered” but you haven’t received your parcel, it may be deemed stolen.
Claims will need to be filed after 5 days from the delivery date, but within 15 days in order to be approved.

Damaged Parcels
Please notify us within 10 days of delivery if your order arrives damaged.
Photos of both the outer packaging and the damaged items are required so we can process your claim quickly.

Please note: Approved claims are issued as store credit only to be used towards a future purchase. In some cases, the shipping carrier may need to complete an investigation before we can finalise your claim. Insufficient details or missed claim windows may result in your claim being declined.

Customs & Import Taxes

International shipments may be subject to import taxes, duties and/or customs clearance fees, which are levied once a shipment reaches your country. Unfortunately, Personail is not responsible for any customs and import taxes that may apply as we have no control over these charges.