Shipping Policy

Handmade in small batches

Every order is handmade in small batches here in Brisbane, so please allow 2–3 business days for your order to be made before it's shipped. This means your item is fresh, not sitting in a warehouse

Thank you for your patience!

Delivery timeframes

Once your order has been made and dispatched from Brisbane, delivery typically takes an additional 2–7 business days, depending on your location.

Estimated total time (batch + delivery): 4–10 business days, depending on where you are.

Delivery options and rates

Order tracking

You'll receive a tracking link by email once your order ships

Delays

Delivery times are estimates and can occasionally be affected by courier delays, peak periods (like holidays), or circumstances outside our control. We'll always let you know if there's a delay with your order.

Your responsibilities

You are responsible for:

providing a complete and accurate delivery address
providing clear delivery instructions where required
ensuring there is a reasonably safe location for the parcel to be left

Where a parcel has been properly delivered in accordance with an Authority to Leave instruction, responsibility for the parcel passes to the customer at the time of delivery. The Fifth Scent Co is not responsible for loss, theft or damage occurring after proper delivery.

Incorrect addresses and returned parcels

The Fifth Scent Co is not responsible for delays caused by an incorrect or incomplete delivery address supplied by the customer.

If a parcel is returned because the address was incorrect or incomplete, the parcel was not collected, delivery was refused, or the carrier could not complete delivery for reasons outside our control, you may be required to pay the reasonable return and redelivery charges before the order is resent.

Delayed or missing parcels

If tracking shows that a parcel is delayed or has not been delivered, please contact us so we can investigate with the carrier.

A replacement or refund will not ordinarily be provided while the parcel remains in transit or while a reasonable carrier investigation is underway.

If the parcel is confirmed as lost, or is not delivered within a reasonable time following investigation, we will determine the appropriate resolution.

Where tracking records show that an order has been delivered, we may request further information and investigate with the carrier before approving a replacement or refund. Proof of delivery will be considered when assessing the claim.

Damaged parcels

If a product is damaged during delivery, contact us at info@thefifthscent.co as soon as possible.

Please provide:

your order number
a description of the damage
photographs of the product and the external and internal packaging

Please retain the damaged product and packaging while the claim is being assessed. We may require further information or ask for the product to be returned.

PO boxes and parcel lockers

We do not deliver to PO boxes or parcel lockers.

Questions about your order

If you have any questions about your delivery, get in touch at info@thefifthscent.co and we'll help sort it out.