At Milk & Stone, we are committed to providing a smooth and efficient shipping experience for all of our clients. Given the custom nature of our products, the following outlines our shipping policy, including turnaround times, shipping costs, international shipping, and client responsibilities for customs and import fees.

Turnaround Time for Orders

All of our keepsakes are meticulously handcrafted and customised to meet individual client specifications. As such, our standard dispatch timeframe is approximately 6 to 10 weeks from the date we receive your inclusions. However, please note that turnaround times can vary depending on the time of year, our current order volume, and any unforeseen circumstances. Milk & Stone is committed to dispatching orders as promptly as possible while maintaining the high quality of craftsmanship we are known for.

Worldwide Shipping

Milk & Stone proudly offers worldwide shipping, ensuring our keepsakes can reach clients across the globe. We work with reputable and reliable shipping carriers to guarantee that your package is handled with care and delivered in a timely manner.

Shipping Costs and Delivery Times

Shipping costs and delivery times will vary depending on your location, the time of year, and the shipping method you choose during checkout. When placing your order, you will be provided with shipping options and the associated costs. Please keep in mind that during busy periods, such as holidays, delivery times may be extended.

Customs Fees and Import Taxes

For international orders, clients are responsible for any applicable customs duties, import taxes, or fees imposed by the destination country. These fees are determined by the customs authorities in the destination country and are not within the control of Milk & Stone. Any customs fees or taxes incurred during the shipping process must be paid by the recipient. We recommend that you familiarise yourself with your country’s customs policies to avoid unexpected charges.

Tracking and Notifications

Once your order has been dispatched, you will receive a notification email containing your tracking information. This will allow you to monitor the progress of your shipment and provide an estimated delivery date. Please note that once your package is handed over to the shipping carrier, delivery times are subject to the carrier’s schedule and any delays they may encounter.

Shipping Method Selection

During the checkout process, you will have the option to select your preferred shipping method. This selection will influence both the cost of shipping and the estimated delivery time. Please ensure that you choose the method that best suits your needs.

Delays and Issues with Delivery

While we strive to ensure timely delivery, Milk & Stone cannot be held responsible for shipping delays caused by customs processes, carrier delays, weather conditions, or other factors beyond our control. Should your shipment be significantly delayed or lost in transit, please contact us at hello@milkandstone.com.au, and we will assist you in resolving the issue.

Address Accuracy

It is the client’s responsibility to ensure that all shipping information provided during checkout is accurate and up to date. Milk & Stone will not be responsible for lost or undelivered packages due to incorrect or incomplete shipping details. Should you need to update your shipping address, please contact us as soon as possible.

Returns and Exchanges

As all of our products are custom-made and contain personal inclusions, we do not accept returns or exchanges based on change of mind. For more details, please refer to our Warranty and Guarantee Policy.