Shipping policy

Effective Date: 19 May 2026

Our Shipping Policy forms part of, and must be read in conjunction with, our Website Terms of Service which can be accessed here.

 

PROCESSING TIMES

Each Thompson Lane piece is individually wrapped and packaged with great care. Ready-to-ship orders are typically packed and dispatched within 2 business days, however please allow a little longer during peak periods or new collection launches. Pre-order items will be dispatched once completed, in line with the timeframe listed on the relevant product page. From time to time unforeseen circumstances may impact processing times; we will notify you as soon as possible if a delay is expected.

 

PRICING

Shipping is calculated at checkout based on the items in your order.

Local delivery is available for eligible Toowoomba addresses. Availability and options are determined at checkout.

 

TRACKING

All parcels are shipped with tracking. Once your order is prepared, you will receive a confirmation email outlining the delivery provider and tracking number. Please note that it may take a short period for tracking information to become available after a shipment has been processed.

If you have not received an email within 5 business days of placing your order, please contact us.

 

DOMESTIC SHIPPING (Australia)

Shipping within Australia is calculated at checkout based on the items in your order. Orders are typically sent via Australia Post or Couriers Please depending on their size and location.

Approximate transit times for shipped orders after dispatch are:

• QLD, 2-5 business days

• NSW, VIC, ACT - 3-6 business days

• WA, SA, NT, TAS and some regional areas in above states - 7-20 business days

Please note that the delivery times specified are approximate only and as provided by our delivery providers. We cannot guarantee these delivery times.

 

LOCAL DELIVERY

Once your order is prepared you will receive an email to arrange delivery. Delivery will typically occur within 5 business days of order date for ready-to-ship pieces, and upon completion for pre-order items.

 

INTERNATIONAL SHIPPING

Due to the varying specifications of our pieces, international shipping is currently available via request. Please contact us to request an international shipping quote.

Additional fees, such as customs duties, taxes, or handling charges, may also apply for international shipments. These fees are the responsibility of the customer and may vary depending on the destination country's regulations. Please note that we are unable to influence or predict the amount charged for customs duties or taxes. We recommend contacting your local customs office for more information regarding applicable charges for your specific order.

 

WORK AND/OR COMMERCIAL ADDRESSES

If you are providing a commercial address, please always include the level (if a multi story building), the name of the company and/or any special instructions to ensure the delivery person can easily find the building. If they are unable to locate the address the parcel may be deemed undeliverable and returned to us. 

 

PO BOXES

We do not currently ship to PO Boxes. If delivery to a PO Box is required, please contact us prior to placing your order. This may be able to be arranged on request, however additional shipping fees are likely to apply.

ERRORS AND OMISSIONS

Each Thompson Lane piece is created with so much heart and we want it to arrive to you safely. Please take care when entering your shipping address to ensure all details are correct.

If you identify any errors with your delivery details after finalising your order, please contact us promptly. We are able to update shipping information for orders that have not yet been dispatched. If your order has already left our premises you will need to contact the delivery provider directly to discuss redirection options. We are unable to provide refunds or replacements for items that are lost due to incorrect shipping information.

 

REDELIVERY AND COLLECTION POINTS

If a delivery cannot be completed due to an incorrect or incomplete address, inaccessible premises, unclear delivery instructions, or because the recipient is unavailable, the parcel may be redirected to a post office, collection point or depot in accordance with the delivery provider’s procedures.

Once a parcel has been redirected for collection, it is the customer’s responsibility to collect it within the timeframe required by the delivery provider. If a parcel is returned to us because it was not collected or could not be delivered, redelivery can be arranged at the customer’s expense.

 

LOST OR DAMAGED ITEMS

While we take great care to ensure your order reaches you in perfect condition, unfortunate incidents may occur during transit. Shipped orders include the standard level of cover provided by the relevant delivery provider. Additional cover may be purchased at our discretion.

Damaged items

In the event your item arrives damaged you must:

• Contact Us within 48 hours of your order arriving

• Provide photographs and/or video of the damage, including any damage to the exterior packaging

• Keep all products, packaging materials and evidence of the damage until any claims have been finalised with the delivery provider

Upon notification from you we will initiate an investigation and work with you towards a resolution, which may include a replacement, refund, or insurance claim in accordance with our Refunds & Returns Policy. Some delivery providers may require you, the recipient, to lodge a compensation claim at your local Post Office; we will provide more information relevant to the delivery provider used for your parcel.

Lost Parcels

If it has been seven business days since the expected delivery date and your parcel has not yet arrived, please contact us promptly and we will follow up with the delivery provider.  Our delivery providers have strict timeframes and conditions for lodging a claim for lost parcels and we will be unable to assist further if these are not met due to delay in notifying us.

Signature on Delivery

Most parcels will require a signature on delivery for insurance purposes. If you request a parcel be left unattended after it has left our premises, you do so at your own risk and it may no longer be covered for any loss, theft or damage that may occur.

Please refer to our Refunds & Returns Policy for more detailed instructions on lost or damaged items.

  

RETURNS AND EXCHANGES

We understand the importance of finding the perfect piece and want you to be completely satisfied with your purchase. If for any reason you need to initiate a return or exchange, please refer to our dedicated Refunds & Returns Policy for detailed instructions. The policy outlines eligibility criteria, timeframes, and any associated restocking fees, if applicable.

 

POLICY UPDATES

This shipping policy is subject to change from time to time. Any revisions or updates will be communicated to you through our website or via email. It is recommended to review this policy each time you order to stay informed about any modifications.

 

DISCLAIMER

Once an order has been delivered to your nominated address, we take no responsibility for any damage, loss or theft that may occur. If you will not be present to accept delivery of your parcel or feel that your address is unsafe to leave a parcel unattended (for applicable parcels), we recommend sending your order to an alternative address or ensuring you will be able to collect from the delivery providers depot.

By placing an order with us, you acknowledge and agree to comply with the terms and conditions outlined in this shipping policy.

 If you have any questions or require further clarification, please don’t hesitate to contact us and we’d be happy to assist.