Shipping policy

Shipping and delivery

This page explains how TOBY DUNCAN prepares and sends orders, and what to do if something goes wrong on the way.

Order processing

Orders are prepared and dispatched within 1-3 business days of being placed. Orders placed at the weekend or on a public holiday begin processing on the next business day.

Delivery time

Estimated delivery is 15 business days from dispatch. This estimate covers the time in transit; it does not include the 1-3 business days needed to prepare the parcel.

Shipping cost

Shipping is calculated at checkout and estimated from the distance between our dispatch address and the delivery address, together with the weight of the parcel. The exact amount is shown before payment is taken, so there are no surprises afterwards.

Tracking

A tracking link is emailed when the parcel leaves us. Tracking can take up to 24 hours to show the first scan.

Lost parcels

If tracking has not moved for an extended period, contact us at service@tobytrend.shop within 7 days of the expected delivery date. We will open a trace with the carrier and either resend the item or refund it once the carrier confirms the parcel is lost.

Damaged parcels

If a parcel arrives damaged, photograph the outer packaging and the item and contact us within 48 hours of delivery. We will arrange a replacement or a refund as soon as the photographs are received.

Address accuracy

Please check the delivery address before completing an order. If an address needs correcting, email us immediately; once a parcel has been dispatched we can only help by opening a carrier enquiry.

Questions about an order can be sent to service@tobytrend.shop or by phone on +64 21 597 204.