Shipping policy

Last updated: 14 July 2026

At Lerro, we want your order to arrive safely and with as little uncertainty as possible. This policy explains where we ship, how orders are processed, estimated delivery times and what to do if something goes wrong.

This policy should be read together with our Terms of Service and Returns, Refunds & Exchanges Policy. Nothing in this policy excludes, restricts or modifies any right or remedy available under the Australian Consumer Law or any other law that cannot lawfully be excluded.

1. Order Processing

Orders are usually processed within 1-3 business days after payment is successfully received. Business days exclude weekends and public holidays.

Processing may take longer during launches, promotions, peak periods or where an order requires payment or address verification. If a material delay is known before you order, we will aim to disclose it on the product page, at checkout or through a website notice.

Processing time is separate from delivery time. An order is considered dispatched when it has been handed to the delivery carrier or fulfilment partner.

2. Dispatch Origin

Unless the relevant product page or checkout states otherwise, Lerro orders are fulfilled directly by our supplier or fulfilment partner in China. Please take the dispatch origin and estimated delivery timeframe into account before ordering.

If your order contains multiple products, products stored in different locations or a combination of available and pre-order products, it may be sent in more than one parcel. Split parcels may arrive on different days and may have separate tracking numbers. You will not be charged additional delivery fees solely because we choose to split an order after checkout.

3. Delivery Destinations

Available delivery destinations are shown at checkout. If the checkout does not accept your address, we may not currently deliver to that location.

Some carriers cannot deliver to PO boxes, parcel lockers, military addresses or certain remote areas. Where a selected service is unavailable, we may ask for an alternative address or offer another delivery method. We will not change the delivery destination without your agreement.

We may be unable to ship a product to a destination because of carrier limitations, customs rules, sanctions, import restrictions or other legal requirements. If we cannot accept or fulfil an order for that reason, we will contact you and refund any amount paid for products we cannot supply.

4. Shipping Charges

Available shipping methods and charges are displayed at checkout before payment. Charges may vary according to destination, parcel weight, order value and selected delivery speed.

Any free-shipping threshold applies to the merchandise value after discounts and before delivery fees, taxes or duties, unless the offer states otherwise. If a return causes a voluntary change-of-mind order to fall below a promotional threshold, the treatment of delivery charges will be governed by the promotion terms and our Returns, Refunds & Exchanges Policy, subject to applicable law.

5. Estimated Delivery Times

The following timeframes are general estimates after dispatch:
- Australia: Approximately 1-2 weeks
- International destinations: Approximately 1-3 weeks

The estimate displayed at checkout or provided in your dispatch confirmation may be more specific and should be used where it differs from the general guide above.

Delivery estimates are not guaranteed dates. Actual delivery time can be affected by destination, carrier network conditions, customs processing, public holidays, severe weather, peak shopping periods and other events outside our reasonable control. Remote locations may take longer.

If you need an order by a particular date, please allow additional time. Do not rely on an estimated delivery date for an event or deadline unless Lerro has expressly agreed in writing to a guaranteed service.

6. Tracking

Where tracking is available, we will send the tracking number to the email address or mobile number provided with your order. It may take several business days after dispatch for an international tracking event to appear or update while the parcel moves between carrier networks.

Tracking scans are controlled by the carrier and may not always update in real time. A temporary gap in tracking does not necessarily mean the parcel is lost.

You are responsible for monitoring tracking and arranging collection or redelivery where the carrier requests it. Please contact us if tracking has not updated for an unusual period or the estimated delivery window has passed.

7. Customs, Duties and Import Taxes

International orders may be subject to customs inspection, import duties, taxes, brokerage charges or other fees imposed by the destination country. Unless checkout expressly states that these charges are included, they are the recipient's responsibility and are not controlled by Lerro.

Customs authorities may require the recipient to provide identification, tax information or payment before releasing a parcel. You are responsible for checking local import rules before ordering and cooperating with reasonable customs requirements.

We will complete customs declarations accurately and will not undervalue an order or mark a commercial purchase as a gift. Customs delays are outside our direct control, but we will provide reasonable information available to us to help resolve a delivery issue.

If a parcel is refused because duties, taxes or customs requirements are not completed, section 13 of this policy applies.

8. Delivery Instructions and Authority to Leave

If you request authority to leave, nominate a safe location or authorise delivery without a signature, the carrier may leave the parcel according to those instructions. Please choose a location that is secure, weather-protected and accessible to the carrier.

Responsibility for a parcel after an authorised delivery will depend on the circumstances, your instructions and applicable law. Nothing in this section limits your rights where the parcel was not delivered as authorised, was delivered to the wrong location or Lerro otherwise remains legally responsible.

If no one is available and authority to leave does not apply, the carrier may leave collection or redelivery instructions. Failure to collect a parcel within the carrier's timeframe may result in it being returned to sender.

9. Accurate Delivery Information

Please check your name, street address, unit number, postcode, email address and telephone number carefully before placing your order. Lerro is not responsible for a delivery failure caused solely by inaccurate or incomplete information supplied by the customer, to the extent permitted by law.

Contact us immediately if you notice an error. We will try to update the details before dispatch, but changes are not guaranteed once processing has begun. For security reasons, we may ask you to verify your identity before changing an address.

If an address error is caused by Lerro, we will correct the issue at no additional cost to you.

10. Delayed Orders

If your order has not arrived by the end of the estimated delivery window, please:

1. Check the tracking link and any carrier messages;
2. Check with other household members, your building manager, reception or the nominated safe location;
3. Confirm that the delivery address on your order is correct; and
4. Contact Lerro with your order number and tracking details.

We will review the tracking and, where appropriate, open an investigation with the carrier or fulfilment partner. Carrier investigations can take time, particularly for international parcels, and we appreciate your cooperation while the delivery status is confirmed.

A carrier or customs delay does not automatically entitle either party to cancel immediately. However, if we cannot supply your order by an agreed date or within a reasonable time, we will provide an appropriate solution, which may include a replacement or refund, in accordance with the Australian Consumer Law and other applicable law.

11. Parcels Marked Delivered but Not Found

If tracking shows "delivered" but you cannot locate the parcel, first check the delivery location, household members, neighbours where appropriate, reception and any safe place shown in the tracking record. Then contact us as soon as possible, preferably within 7 days of the delivery scan, so we can investigate while carrier records are current.

We may ask you to confirm the address, provide a written non-receipt statement or assist with reasonable carrier enquiries. The 7-day request supports a prompt investigation and does not remove any rights you may have under applicable law.

We will assess the tracking, proof of delivery, delivery instructions and surrounding circumstances before determining the appropriate outcome. Where the parcel was not delivered as agreed or remains lost in transit, we will provide a remedy required by law.

12. Lost, Damaged, Leaking or Tampered Parcels

Lerro does not treat responsibility for your order as ending merely because it has been dispatched. If a parcel appears lost, arrives damaged, is leaking, has been opened in transit or is missing an item, contact us as soon as possible.

Please provide:

- Your order number;
- A description of the issue;
- Photographs of the parcel, shipping label, internal packaging and affected product where available; and
- Any carrier notice or relevant tracking information.

Keep the product and all packaging until we confirm whether they are needed for assessment. Do not use a product if its seal is broken unexpectedly, the packaging has been materially compromised or you reasonably believe it may be unsafe.

Once the issue is verified, we will provide an appropriate remedy, which may include replacement of the affected item or a refund. Your rights are not limited by a short notification period where the Australian Consumer Law provides a remedy.

13. Refused, Unclaimed and Undeliverable Parcels

If a parcel is returned because it was refused, not collected, duties were not paid, customs requirements were not completed, or the customer supplied an incorrect or incomplete address, we will contact you after the parcel is received and identified.

Where the return was not caused by Lerro's error or a failure to supply as agreed:

- Original delivery charges are not refundable;
- Actual carrier return-to-sender charges may be deducted from a voluntary refund; and
- New delivery charges must be paid before the parcel is resent.

Any refund will be processed in accordance with our Returns, Refunds & Exchanges Policy after the returned goods are received and assessed. Opened, used or non-resalable products may not qualify for a voluntary refund.

If the parcel was returned because of Lerro's error, we will arrange an appropriate remedy at no additional cost to you.

14. Order Changes and Cancellations

Contact us as soon as possible if you need to change or cancel an order. We will try to assist, but we cannot guarantee a change or cancellation after processing or fulfilment has begun.

If an order has already been dispatched, it cannot be recalled in most cases. You may request an eligible return after delivery under our Returns, Refunds & Exchanges Policy. Refusing delivery does not automatically cancel an order and may result in return-to-sender charges where permitted by law.

15. Pre-Orders and Backorders

Where we offer a pre-order or backorder, the expected dispatch period will be displayed before purchase. Dates are estimates unless expressly stated as guaranteed.

If the expected dispatch period changes materially, we will provide updated information and any options required by law. If we cannot supply the product within a reasonable time, you may be entitled to cancel the affected item and receive a refund.

Orders containing pre-order and in-stock products may be held and shipped together or split into separate parcels, as disclosed at checkout or in the product information.

16. Events Outside Our Reasonable Control

Delivery may be affected by events outside our reasonable control, including severe weather, natural disasters, industrial action, carrier disruption, border closures, customs holds, public-health emergencies or failures of transport infrastructure.

We will take reasonable steps to minimise disruption and keep affected customers informed where practicable. This section does not remove any right to a solution where an order is not supplied within an agreed or reasonable time.

17. Consumer Rights

Online purchases are protected by the same Australian Consumer Law guarantees that apply to in-store purchases. We will not exclude responsibility for delivery or product issues where the law requires Lerro to provide a replacement, refund or other remedy.

For more information, visit the Australian Competition and Consumer Commission pages on [buying online](https://www.accc.gov.au/consumers/buying-products-and-services/buying-online) and [products or services that have not been received](https://www.accc.gov.au/consumers/buying-products-and-services/not-receiving-products-or-services-that-are-paid-for).

18. Policy Updates

We may update this policy to reflect changes to delivery services, destinations, business practices or legal requirements. The updated version will be posted with a revised date.

The shipping terms disclosed when we accept your order will generally continue to apply to that order unless a change is required by law or you agree to it.

19. Contact Us

For shipping questions or help with an order, contact Lerro through the Contact Us page on our website. Include your order number and tracking number, where available, so we can assist you efficiently.