Shipping policy
Effective date: 16 May 2026
This Shipping Policy explains how AGOVIA dispatches and delivers your order, the carriers we use, how insurance and risk are handled, and your responsibilities as the recipient. It applies in addition to our Terms of Service and your rights under the Australian Consumer Law (ACL), which cannot be excluded.
1. Processing and dispatch
Ready-to-wear orders are processed and dispatched within two (2) business days of order confirmation, subject to stock and order verification. Bespoke commissions are dispatched once production is complete and final payment has cleared. Estimated lead time for bespoke pieces is four (4) to six (6) weeks from the date the design is signed off and the deposit is received, unless otherwise quoted.
2. Delivery timelines
All delivery timeframes provided by us — whether on the website, in studio, by email, or otherwise — are estimates only. Actual delivery may be affected by carrier processing, customs clearance, weather, supplier delays, and other factors outside our reasonable control. AGOVIA is not responsible for delays caused by third-party shipping carriers, customs authorities, or international delivery networks.
3. Carriers
We dispatch through reputable, tracked, signature-on-delivery carriers. Our default carriers are:
- Domestic Australia — Australia Post Express (AusPost Express) or, where required, StarTrack Express.
- International — DHL Express.
- Orders valued over AUD $1,000 (regardless of destination) — DHL Express by default.
We may, at our discretion, dispatch via an alternative carrier of equivalent service and tracking standard where this is appropriate for the destination, value, or timeframe.
4. Shipping fees and freight surcharges
Shipping fees displayed at checkout reflect carrier rates current at the time of pricing. International freight, fuel surcharges, security surcharges, and currency-driven adjustments are set by the carriers and can change at short notice in response to global events, fuel-price movements, customs reform, and other operational factors.
We will use reasonable efforts to keep our published rates current and to update them promptly when carriers notify a change. However, where carrier rates change between the time a rate is quoted and the time we dispatch your order — particularly during periods of significant global disruption — the freight cost may differ from the amount displayed at checkout. Where this occurs, we will contact you before dispatch to confirm the revised freight cost and obtain your approval. We will not dispatch your order at a higher freight cost without your consent.
5. Insurance — not provided by default
Orders are not insured by default. While shipments through our nominated carriers are tracked and signature-on-delivery, transit insurance against loss, theft, or damage is an optional service and is only included where you request it and AGOVIA confirms it in writing.
Loss in transit is uncommon, particularly through DHL Express and AusPost Express. Nonetheless, in the absence of insurance arranged through AGOVIA, the carrier's standard liability conditions apply once the parcel has been handed over to the carrier. AGOVIA's liability ends on dispatch and any claim must be pursued against the carrier under the carrier's published terms, except where the ACL or other applicable law provides otherwise.
Recommended insurance thresholds:
- Orders valued over AUD $1,000 — insurance is available on request and we recommend you consider it.
- Orders valued over AUD $5,000 — insurance is strongly recommended and we will prompt you to confirm coverage before dispatch.
To arrange insurance, please email hello@agovia.com.au with your order number before dispatch. We will obtain a quote from the carrier or a third-party insurer, confirm the additional cost with you, and add it to your invoice. We will not knowingly dispatch high-value orders without insurance unless you instruct us in writing to do so, acknowledging the absence of cover.
6. Risk and title
Risk in the goods passes to you on dispatch, that is, on hand-over of the parcel to the nominated carrier. From that point, the carrier's terms and conditions of carriage govern the parcel's transit, and any loss or damage claim must be made against the carrier (or against the insurer, where insurance has been arranged).
Title to the goods passes to you on receipt by AGOVIA of cleared payment in full.
Nothing in this clause limits the consumer guarantees that apply to your purchase under the ACL.
7. Delivery address and recipient
You are responsible for providing a complete and accurate delivery address at the time of purchase. We do not deliver to PO Boxes or parcel lockers for jewellery orders. Once an order is dispatched, the delivery address generally cannot be changed; any changes are subject to carrier policy and may incur an additional fee. If an order is returned to us because the address provided was incorrect, incomplete, or the parcel was unclaimed, a re-delivery fee will apply.
8. Lost, stolen, or damaged parcels in transit
If your parcel does not arrive within a reasonable time after the estimated delivery date, please contact us at hello@agovia.com.au with your order number so we can lodge an enquiry with the carrier. Carrier investigations typically take up to ten (10) business days for domestic orders and up to thirty (30) business days for international orders.
Where insurance has been arranged, we will assist you in lodging a claim with the carrier or insurer. Subject to the outcome of the claim, we will arrange a replacement, repair, or refund as appropriate. Where insurance has not been arranged, liability for the parcel sits with the carrier under the carrier's terms; AGOVIA will provide reasonable assistance to lodge an enquiry but is not liable for loss, theft, or damage occurring after dispatch, to the extent permitted by law.
Once a parcel has been marked as delivered to the address you provided, AGOVIA is not responsible for theft, loss, or damage occurring after delivery.
9. Import duties, taxes, and customs
International orders may be subject to import duties, taxes, and customs charges imposed by the destination country. These charges are determined by the destination country's authorities and are payable by the recipient. AGOVIA cannot estimate or refund these charges. If a parcel is refused at customs or by the recipient and returned to us, return shipping, customs, and any restocking charges will be deducted from any amount refunded (where a refund is required under the ACL or otherwise agreed).
10. Collection from studio
Where you elect to collect your order from our Melbourne studio, you must collect it within fourteen (14) days of being notified that it is ready. We may dispose of uncollected goods in accordance with applicable law (including Part 4.2 of the Australian Consumer Law and Fair Trading Act 2012 (Vic)) where reasonable attempts to contact you have been unsuccessful.
11. Peak periods and unforeseen events
During peak periods (such as Christmas, end of financial year, and major sale events) and where unforeseen events occur (including industrial action, public-health restrictions, severe weather, carrier disruptions, and natural disasters), processing and delivery may take longer than the estimates above. We will use reasonable efforts to keep you informed of material delays.
12. Contact
For shipping enquiries, insurance requests, or to update delivery instructions, please contact hello@agovia.com.au quoting your order number.