Shipping policy

Shipping Policy

Effective Date: 11 November 2026

At Grand Vault Lab, we believe that receiving your purchase should be just as enjoyable as selecting it.

Whether you are looking forward to displaying a beautiful artificial floral arrangement, adding a decorative vase to your living space or creating a warm atmosphere with a candle holder, we want your order to arrive safely and in good condition.

Because our collection includes both delicate decorative pieces and lightweight artificial floral products, we place particular importance on appropriate order preparation and clear delivery information.

This Shipping Policy explains our shipping charges, order processing arrangements, delivery procedures and how we handle shipping-related concerns.

1. Shipping Destinations

Grand Vault Lab accepts orders for delivery to destinations made available through our website checkout.

Available delivery locations may depend on carrier coverage, fulfilment arrangements and product availability.

Customers should ensure that their delivery address is complete and accurate before submitting an order.

Certain remote, restricted or otherwise unsupported locations may not be serviceable.

If we discover that a delivery address cannot be serviced after an order has been placed, we will contact the customer to discuss an appropriate solution.

2. Shipping Fees

We aim to provide a straightforward and affordable shipping arrangement for our customers.

Our standard shipping fee structure is:

Orders of US$10 or More

Orders with a merchandise subtotal of US$10 or more qualify for free standard shipping.

Orders Below US$10

Orders with a merchandise subtotal below US$10 are subject to a standard shipping fee of US$5.99.

The applicable shipping charge will be displayed during checkout before payment is completed.

The merchandise subtotal refers to the combined price of the products in the order before shipping charges are added.

Any applicable discounts or promotional adjustments will be reflected in the checkout total.

If a specific promotion provides different delivery conditions, the promotional terms will apply where valid and clearly disclosed.

3. Order Processing

After an order is successfully submitted, our team will begin the order verification and preparation process.

Depending on the products purchased, this may involve:

  • Reviewing the order details.

  • Confirming payment status.

  • Checking product availability.

  • Preparing artificial flowers and decorative arrangements.

  • Inspecting fragile decorative items where appropriate.

  • Preparing protective packaging for vases and candle holders.

  • Confirming that the correct products and quantities are included.

  • Arranging dispatch through the available delivery service.

We aim to process orders as efficiently as reasonably possible.

Processing times may vary depending on order volume, stock availability, supplier arrangements, public holidays and operational circumstances.

An automated order confirmation indicates that your order has been received. Dispatch confirmation or tracking information may be provided separately when available.

4. Packaging and Product Protection

We recognise that different decorative products require different handling considerations.

Artificial Plants and Flowers

Artificial floral products may contain flexible stems, delicate petals, leaves or decorative components.

Where appropriate, protective packaging may be used to help reduce crushing, bending or unnecessary movement during transportation.

Some artificial arrangements may require gentle adjustment after unpacking to restore their intended display shape.

Customers should follow any product-specific instructions supplied with the item.

Vases

Glass and ceramic vases require particular care during transportation.

We aim to use suitable protective packaging and cushioning arrangements to reduce the likelihood of impact damage.

Customers should inspect fragile items carefully after delivery and contact us if they arrive cracked, chipped or broken.

Candle Holders

Candle holders may contain delicate decorative surfaces, glass elements or other breakable components.

We aim to prepare these items with reasonable care and suitable packaging according to their characteristics.

If a candle holder arrives damaged or incomplete, please contact us so that we can investigate the issue.

5. Delivery Timeframes

Delivery timeframes depend on the destination, dispatch location, carrier service and other logistical factors.

Any delivery estimates displayed at checkout or communicated through our customer service channels are indicative unless expressly stated otherwise.

Delivery may be affected by:

  • Distance between dispatch and delivery locations.

  • Carrier operating schedules.

  • Remote area service availability.

  • Public holidays and weekends.

  • Severe weather events.

  • Peak seasonal shopping periods.

  • Customs clearance for international shipments.

  • Transport delays and other unforeseen circumstances.

We will make reasonable efforts to assist customers if an order is significantly delayed.

Nothing in this section excludes any rights or remedies available under Australian Consumer Law if products are not supplied within the agreed or legally required timeframe.

6. Shipping Confirmation and Tracking

Where tracking is available, we may send a shipping confirmation email containing a tracking number or other relevant delivery information.

Tracking services are provided by the relevant carrier.

Please allow reasonable time for tracking information to become active after a parcel has been handed over to the delivery provider.

Tracking updates may not appear continuously. Temporary gaps in tracking activity do not necessarily indicate that a parcel has been lost.

If tracking information appears incorrect or has not changed for an extended period, please contact us for assistance.

7. Delivery Address Accuracy

Customers are responsible for providing accurate delivery information during checkout.

Please review the following details carefully:

  • Recipient's full name.

  • Street number and street name.

  • Apartment, unit or building number.

  • Suburb or city.

  • State or territory.

  • Postcode.

  • Country.

  • Contact information where requested.

An incorrect or incomplete address may cause delays, unsuccessful delivery attempts or additional transportation expenses.

If you identify an error after placing your order, contact us as soon as possible.

We will make reasonable efforts to update the information before dispatch, although changes cannot be guaranteed after fulfilment has commenced or a parcel has been handed to a carrier.

8. Missed or Unsuccessful Deliveries

If no one is available to receive a parcel, the carrier may follow its own delivery procedures.

Depending on the service and destination, this may include:

  • Leaving the parcel in an authorised safe location.

  • Making another delivery attempt.

  • Directing the parcel to a collection point.

  • Holding the parcel for collection.

  • Returning the parcel to the sender.

Customers should follow any delivery instructions provided by the carrier.

If a parcel is returned due to an incorrect address, failure to collect or unsuccessful delivery attempts, please contact us to discuss the available options.

Any additional delivery arrangements or charges will be explained before a new shipment is organised.

This section does not remove any responsibility that legally remains with us under Australian Consumer Law.

9. Lost or Delayed Parcels

We understand how disappointing it can be when an order does not arrive as expected.

If your parcel has not arrived within the indicated delivery period, please contact our customer service team.

We may:

  1. Review your order information.

  2. Check the available tracking records.

  3. Confirm the delivery address.

  4. Contact the carrier where appropriate.

  5. Investigate the parcel's delivery status.

  6. Discuss an appropriate resolution based on the circumstances.

Where an order is confirmed lost or not delivered, we will handle the matter in accordance with applicable consumer guarantees and other legal obligations.

10. Damaged Items During Delivery

Although we take reasonable care when preparing orders, damage may occasionally occur during transportation.

If a package arrives damaged, we recommend taking photographs of:

  • The external shipping box.

  • The internal protective packaging.

  • The affected decorative product.

  • Any broken or missing components.

This information can help us understand what happened and determine the appropriate next steps.

For example:

  • A ceramic vase arriving with a visible crack.

  • A glass decorative vessel arriving in multiple pieces.

  • Artificial flower stems arriving broken or significantly crushed.

  • A candle holder arriving with a damaged base or decorative component.

Please contact us as soon as reasonably possible after discovering the issue.

We will assess the matter and provide an appropriate remedy in accordance with Australian Consumer Law.

Any suggested reporting period does not limit your statutory rights.

11. Multiple Items and Separate Shipments

Where an order contains multiple products, items may occasionally be dispatched separately.

This may occur because of different inventory locations, product availability, packaging requirements or fulfilment arrangements.

Separate shipments may have different tracking references and delivery dates.

If your order contains several decorative items, please review the available shipment information before assuming that a product is missing.

If an item remains undelivered after the other parcels have arrived, please contact us so that we can investigate.

12. International Deliveries and Customs

For orders delivered outside Australia, additional import requirements may apply.

Depending on the destination country, international shipments may be subject to:

  • Customs inspections.

  • Import duties.

  • Value-added or local taxes.

  • Customs clearance fees.

  • Other government-imposed charges.

Where such charges are not collected during checkout, they may be payable by the recipient in accordance with local law.

International delivery periods may also be affected by customs procedures, local transport arrangements and import restrictions.

Customers should check applicable import requirements before purchasing.

13. Changes to Orders and Shipping Details

If you need to change an order or update a delivery address, please contact us immediately.

We will make reasonable efforts to accommodate changes before dispatch.

Once an order has been packed or handed to a carrier, we may be unable to modify the shipment.

If a parcel is already in transit, available redirection options will depend on the delivery provider.

Any order cancellation or refund request will be handled according to our Return and Refund Policy and applicable consumer law.

14. Delivery Responsibilities and Consumer Guarantees

Grand Vault Lab aims to arrange delivery in accordance with the order details and applicable legal requirements.

We recognise that customers have rights where goods are not delivered as agreed or within a reasonable time.

Nothing in this policy is intended to transfer legal responsibilities to customers where those responsibilities remain with the supplier.

We will assess delivery complaints fairly and take appropriate steps to resolve valid concerns.

15. Contact Our Shipping Team

For questions about shipping charges, tracking details, damaged parcels, delivery delays or missing products, please contact:

Grand Vault Lab
Business Name: DEW CLOUD
Contact Person: Kerrie Courtney
Email: [email protected]
Business Address: 12 Glenrosa Rd, Red Hill QLD 4059, Australia
Website: https://www.grandvaultlab.com

We appreciate your patience and trust. Our goal is to make every delivery a positive part of your Grand Vault Lab shopping experience.