Shipping policy
Every Delft tile is painted by hand in our studio, so the time before your order ships is part of the making, not a delay. Here is exactly how it works.
Processing and lead times
How long an order takes before it leaves us depends on what you have ordered.
| What you ordered | Before dispatch |
|---|---|
| Hand-painted tiles and murals — made to order | 2–4 weeks |
| Peel & stick tiles and decals — held in stock | 1–4 business days |
| Studio seconds — already painted and fired | 1–4 business days |
| Colour sample cards | 1–4 business days |
Kilns cannot be hurried, and a larger order takes longer than a small one. You will receive an email with tracking the moment your order is on its way. If anything is running behind, we will tell you before you have to ask.
Shipping rates
Shipping is calculated automatically at checkout, based on the weight of your order and where it is going. There is nothing to request and no quote to wait for.
| Destination | Carrier | Cost |
|---|---|---|
| Australia | Australia Post, tracked | From $13, calculated at checkout |
| International | FedEx, tracked | From AUD $41, calculated at checkout |
| Orders over AUD $1,000 | Australia Post or FedEx, tracked | Free, anywhere in the world |
Free shipping over AUD $1,000 is automatic, uncapped and applies to every destination. It travels on a standard tracked service rather than an express one, so allow the longer end of the estimates below.
Delivery estimates
Once your order has been dispatched, allow:
- Within Australia — 2–7 business days, depending on how far from Sydney you are.
- International — 5–10 business days.
These are estimates from our carriers, not guarantees. Customs processes overseas can occasionally add time, and that part sits outside our control.
International orders
We ship worldwide. All international orders are sent with import duties and taxes already paid by us, including VAT for customers in the EU and UK — so there is nothing further to pay when your parcel arrives.
International parcels travel with FedEx and are tracked door to door.
Delivery addresses and P.O. boxes
- Australian orders ship with Australia Post and can be sent to a street address, a P.O. box or a Parcel Locker.
- International orders ship with FedEx, which requires a street address — it cannot deliver to a P.O. box. Please give us a physical address at checkout, along with a phone number, so the carrier can reach you if needed.
If an order cannot be delivered because of an incomplete or undeliverable address, we will contact you to arrange redelivery. Any carrier charge for redirecting or redelivering is passed on at cost.
Fragile items
Tiles are ceramic, and we pack them accordingly — but a parcel network is a parcel network. While every order is packed with as much care as we can give it, Akka Ventures is not liable for breakages that occur in transit. If something arrives damaged, photograph it before unpacking any further and email us; we will make it right.
Large and palletised orders
Very large orders travel by freight rather than parcel post. Where a mechanical forklift unload is not available, we will quote a tail-lift vehicle for your address. Tail-lift delivery needs suitable truck access and an easily accessible ground-floor location for a pallet jack.
If conditions on the day — access, environment or weather — do not allow for this, additional services such as waiting time, hand unloading, futile delivery or redirection to another address will attract additional fees, charged at cost by the freight carrier. You are welcome to collect from your local freight depot to reduce the cost, or to arrange your own freight.
Tracking your order
You will receive an email with a tracking number as soon as your order ships. Please allow 48 hours for the carrier's tracking to begin updating.
If tracking has not moved for several days, or your order has not arrived within the estimates above, email chloe@akkaventures.com with your name and order number and we will look into it. We reply within 24–48 hrs.
Returns and exchanges
We have a 30-day returns policy — you have 30 days from delivery to request a return or exchange, in original condition. The full terms are in our refund policy.
Any question we have not answered here, just ask: chloe@akkaventures.com.