Shipping policy

Order Processing

All orders are packed and shipped within 2 business days of placement. Each order is shipped separately; combining multiple orders into one shipment is not available.

Order Changes or Cancellations

Orders are processed through our dispatch partner warehouse, so changes or cancellations may not always be possible. Contact us immediately after placing your order if changes are needed, and we'll do our best to accommodate your request.

EU Customers - Your Right to Withdraw

If you're based in the European Union, you have the right to withdraw from your order within 14 days of receiving your goods, for any reason with no explanation needed. This is your right under the EU Consumer Rights Directive, and we honour it fully.

To exercise this right, use our EU Right to Withdraw form. Once we receive your request, we'll confirm it by email and send you return instructions.

Your withdrawal window opens from the day your order is delivered, so if you've submitted a request before your parcel has arrived, please allow it to be delivered. Your withdrawal will still be valid and we'll be in touch once it's in your hands.

For full details on the process, refunds, and return postage, see our EU Right to Withdraw information.

Shipping Options

  • All orders are sent via Australia Post as regular parcel post with tracking.
  • Express Post options are available and can be selected at checkout.

Shipping Rates

Australian Orders:

  • $13 Flat Rate for orders up to $500
  • $19 Flat Rate for orders over $500
  • Express post is calculated at checkout

International Orders:

  • NZ - $18 Flat Rate for orders up to $500
  • NZ - $30 Flat Rate for orders over $500
  • All other locations: International shipping is calculated at checkout based on order weight and destination.

Once your PKs are on their way, you'll receive a shipping confirmation email with a tracking link so you can follow their journey!

Delivery ETAs

We ship all orders from Melbourne, Australia via AusPost. Delivery times depend on location, but approximate ETAs are:

Australia:

  • Victoria: 2-4 working days
  • Interstate: 3-6 working days
  • Regional / remote locations may take longer
  • Express Post: 1-3+ working days depending on location

International:

  • New Zealand: 4-7 business days
  • Canada & USA: 5-9 business days
  • UK & EU: 4-12 business days
  • Rest of World: 7-21 business days

International ETAs refer to the time taken for parcels to reach the destination country. Once the parcel arrives, it is handed over to the local postal service where it needs to clear customs before final delivery. 

INTERNATIONAL SHIPPING DISRUPTIONS & SERVICE UPDATES

Sometimes international shipping can hit a few bumps along the way! Various factors like weather events, strikes, customs changes, or other disruptions can affect delivery times to certain countries which we note here as necessary: INTERNATIONAL SHIPPING NOTICES. 

However, we rely on Australia Post for all our international shipments, and they keep an up-to-date list of all current (and past) service disruptions or delays that might impact your order, and we recommend checking Australia Post's International Service Updates for detailed information prior to placing your order. If you've already placed an order and notice your tracking hasn't updated in a while, don't worry, just reach out to us and we'll help track down your PKs!

Parcel Tracking

You'll receive a shipping confirmation email with tracking link which will also provide you with the most up to date delivery estimate.

Hot Tip: When clicking on the AusPost tracking link in your shipping confirmation email, scroll down and click the toggle to 'Journey' (usually found at the top right of the tracking page, just below the tracking number), to show all parcel updates.

International Tracking: AusPost transports your parcel from Australia to the destination country, where it's handed over to the local postal service upon customs entry. Once in customs, your parcel can also be tracked through your local postal carrier.

Customs & Duties (International Orders Only)

All international orders are subject to the customs regulations of the destination country. Items are declared at their exact value and classified as dutiable merchandise in compliance with Australian export laws. Orders cannot be marked as "gifts" for customs purposes.

Import duties, taxes, and customs fees are determined by your country's regulations and are the responsibility of the customer. These charges are not included in our prices or shipping fees. We recommend checking with your local customs office before placing an order to avoid unexpected charges.

For UK Customers: PaperKrane is not yet VAT registered in the UK, and all prices displayed on our website are VAT-exclusive. VAT may be charged by the UK when your order arrives, and PaperKrane is not responsible for any delays or additional fees due to UK VAT charges.

FOR EU Customers: VAT is collected at checkout where applicable (as noted below). However, from 1 July 2026, EU orders may also be subject to additional customs duties collected by the delivery carrier before or at delivery.

For our EU Customers from 6th December 2025 we have implemented an Electronic At Source (EAS) system to make your shopping experience smoother.

  • For orders under €150: VAT is collected at checkout through our IOSS (Import One-Stop Shop) registration, so the price you see is the final price you pay - no unexpected charges when your PKs arrive!
  • For orders over €150 (the IOSS threshold): Orders are generally handled as DDU (Delivered Duty Unpaid) and you'll need to pay taxes and duties directly to customs upon delivery.

For USA Customers: You will now see a line item added at checkout that says 'Duties & Tariffs' - this fee covers all required import duties and tariffs now required by sellers to collect prior to shipping goods to the USA.

Delayed Deliveries or Missing Parcels

Ugh, we get it, nothing's more frustrating than when things take forever to arrive! Don't worry, though, we've got your back! Le't see how we can help! 

CHECK YOUR PARCEL TRACKING:

First, always check your tracking - it really is the best way to stay up to date for your delivery ETA! 

When you click the link you may need to click the 'toggle' on the top right of the tracking - change it from 'Overview' to 'Journey' to see more detailed information.

From here, there's a few things we can look at:

For AU Orders:

  • If your item says 'in transit' generally it is still on it's way to you - please check the 'estimated delivery date' at the top of the tracking, if this date is still current please give it a little more time!
  • If your tracking hasn't updated in awhile - or the ETA date has passed, please let us know - we can lodge an inquiry with AusPost for more info. Or, if you'd prefer, you can also do this!
  • If the tracking says 'delivered' but you don't have the parcel - try not to panic! Firstly, check if it was left in a 'safe' place (for example with a neighbour, tucked in behind or under something in your garden to keep it out of view, perhaps it's been left by the side gate etc...) If you still can't find it - get in touch so we can lodge an inquiry with AusPost!

For International Orders:

  • If your item says 'in transit'or 'cleared' generally it is still on it's way to you...check the 'estimated delivery date' at the top of the tracking, if this date is still current please give it a little more time!
  • If your parcel is with customs - it's still waiting to be cleared. Sometimes there are delays (which are unfortunately out of our control!), in this case it's best to try to reach out to your customs service (if they haven't yet reached out to you!)
  • If your parcel has been 'handed over to local carrier service' - this means your parcel has been handed over to your local postal service, and you should be able to look up the tracking ID (or tracking number) on your local postal carrier's website. 
  • If the tracking says 'delivered' but you don't have the parcel - try not to panic! Firstly, check if it was left in a 'safe' place (for example with a neighbour, tucked in behind or under something in your garden to keep it out of view, perhaps it's been left by the side gate etc...) If you still can't find it you will need to lodge an inquiry with your local postal service. 

If you have any issues with tracking, or need some guidance do reach out, we're always happy to help!

Returns & Exchanges

Sometimes, thing's aren't quite right, or don't arrive quite as expected, it's annoying but we're always happy to help! If this happens to you, please get in touch at contact@paperkrane.com.au within 14 days of receiving your order and we'll sort it out for you!

Please also pop by our Returns & Exchange info for all the details!

Need Help?

Need to organise an exchange or discuss a return? Please visit our returns & exchanges info page. Otherwise, please email us at contact@paperkrane.com.au with your order number and what you're after,  we're always happy to help find the right solution for you