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Shipping policy
Last updated: August 2026
Potter & Dwell currently ships within Australia and to New Zealand.
We aim to process and dispatch orders within 3–5 business days, excluding weekends, public holidays and peak sale periods.
Some products, including made-to-order, personalised or pre-order items, may have longer processing times. Where applicable, these timeframes will be clearly stated on the product page.
If your order contains both pre-order and in-stock items, your order may be held and dispatched together once all items are available, unless otherwise stated.
Once your order has been dispatched, you'll receive tracking information by email where applicable.
Potter & Dwell reserves the right to cancel and refund an order if we're unable to deliver to the address or destination provided.
Shipping Costs
Shipping costs are calculated at checkout based on the size, weight and destination of your order. Any applicable shipping charges will be displayed before payment is completed.
From time to time, Potter & Dwell may offer free shipping promotions. Any applicable conditions will be clearly outlined at the time of purchase.
Shipping costs for The Sunday Edition are displayed at checkout and may vary depending on the delivery destination.
Delivery Timeframes
Delivery timeframes are estimates only and begin once your order has been dispatched. Actual delivery times may vary depending on your location, carrier delays, customs processing or peak delivery periods.
As a general guide:
Australia
Metro areas: 2–7 business days
Regional areas: 3–10 business days
New Zealand
Delivery times vary depending on the destination and local postal service.
Customs clearance and import processing may result in additional delays.
Tracking
Tracked shipping is available to select at checkout for eligible orders.
For orders sent using a tracked shipping service, tracking details will be emailed to you once your order has been dispatched. Please allow up to 48 hours for tracking information to become active.
Please note: The Sunday Edition are sent via untracked mail and do not include tracking.
Customs, Duties & Taxes
Orders sent to New Zealand may be subject to customs duties, taxes, import fees or other charges imposed by the destination country.
Unless otherwise stated, these charges are not included in the purchase price or shipping cost and are the responsibility of the customer.
Incorrect Shipping Information
Please ensure your shipping details are correct before completing your order. If you notice an error after placing your order, please contact us as soon as possible.
While we'll always do our best to update your details before dispatch, we cannot guarantee that changes can be made once an order has entered the packing or dispatch process.
Potter & Dwell cannot be held responsible for delays or delivery issues resulting from incorrect or incomplete shipping information provided at checkout. Additional postage charges may apply if an order needs to be resent.
Lost or Delayed Parcels
Occasionally, deliveries may be delayed due to circumstances outside our control, including carrier delays, customs processing or peak delivery periods.
If your order appears to be significantly delayed or lost, please contact us and we'll work with the relevant delivery provider to investigate and find an appropriate solution. International delivery investigations may take longer due to carrier and customs processes.
Nothing in this policy excludes or limits any rights or remedies available to you under applicable consumer law.
Refund and Returns Policy
Last updated: August 2026
You may return eligible items within 30 days of receiving your order for a refund or exchange.
To be eligible for a change-of-mind return, items must:
Have an individual purchase price of $15 or more.
Be unused and in their original condition.
Be returned in their original packaging where reasonably possible.
Be accompanied by proof of purchase.
To request a return or exchange, please contact us with your order number and the reason for your return. Once we receive your request, we'll provide instructions for returning your order.
For change-of-mind returns, return shipping costs are the responsibility of the customer.
The following items are not eligible for change-of-mind returns or exchanges:
Individual items with a purchase price of less than $15.
Digital downloads, digital publications and other downloadable content once accessed or downloaded.
Personalised or custom-made products.
Gift cards.
Sale items marked as Final Sale.
Items that have been used, damaged or are otherwise no longer in their original condition.
These exclusions apply to change-of-mind returns only and do not exclude or limit any rights or remedies available under applicable consumer law.
Mystery & Curated Products
Some Potter & Dwell products, including mystery books, curated bundles and seasonal collections, are intentionally designed to include an element of surprise.
While every selection is thoughtfully curated, we cannot guarantee that you do not already own a particular book, product or design included in a mystery or curated purchase.
Change-of-mind refunds or exchanges are not available solely because you have previously read, received or own an included item, or because the contents differ from your personal preferences or expectations.
This does not exclude or limit any rights or remedies available under applicable consumer law.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or you receive an incorrect item, please contact us as soon as possible.
Please include:
Your order number.
A description of the issue.
Clear photographs where applicable.
Depending on the circumstances and your rights under applicable consumer law, an appropriate remedy may include a repair, replacement, exchange or refund.
Where Potter & Dwell is responsible for the issue, we'll also cover reasonable return shipping costs where required.
Shipping Costs
Original shipping charges are generally non-refundable for change-of-mind returns.
Where an order is faulty, incorrect or otherwise covered by applicable consumer law, any refund of shipping or other associated costs will be handled in accordance with your applicable consumer rights.
Refunds
For approved change-of-mind returns, once your returned item has been received and inspected, we'll notify you of the outcome of your return. If a refund is approved, it will be processed to your original payment method.
Refunds or other remedies relating to faulty, damaged, incorrect or otherwise non-compliant products will be handled in accordance with applicable consumer law.
Please allow up to 10 business days for an approved refund to appear in your account, depending on your payment provider.
Consumer Rights
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under applicable consumer law, including the Australian Consumer Law and, where applicable, the New Zealand Consumer Guarantees Act 1993.
Consumer guarantees may provide rights to a repair, replacement, refund or other remedy where goods or services fail to meet applicable legal requirements. These rights apply in addition to Potter & Dwell's voluntary change-of-mind returns policy.
Contact Us
If you have any questions about returns or refunds, please contact us.
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