Shipping policy
OVERVIEW
Thank you for shopping with Natalie Maree. We carefully prepare each order and aim to have your pieces on their way to you as soon as possible.
Our range includes products stocked and dispatched by Natalie Maree, personalised keepsakes produced and shipped through Gelato, and selected products shipped directly by supplier partners through Syncee and Shopify Collective.
SECTION 1 — AUSTRALIAN SHIPPING
Natalie Maree currently ships physical products within Australia.
Available shipping options and charges are displayed at checkout before payment.
Once your order has been dispatched, you will receive a shipping confirmation with tracking details where applicable.
SECTION 2 — SHIPPING RATES & FREE SHIPPING
For products stocked and dispatched by Natalie Maree, our shipping rates are:
- Standard shipping: $9 for orders under $50.
- Standard shipping: free for orders $50 and over.
- Express shipping: $15, where available.
Unframed and framed NM Keepsakes shipped through Gelato are also eligible for free standard shipping on orders $50 and over.
Products shipped directly by supplier partners through Syncee or Shopify Collective are excluded from this free shipping offer. Their applicable shipping charges are displayed at checkout.
For mixed orders, free shipping applies only to eligible shipments. Separate supplier shipping charges may still apply, even when your total order is $50 or more.
The $50 threshold is based on the order value used at checkout. Products from other shipping profiles may count towards that threshold, but their own shipping charges remain payable.
Digital keepsakes are delivered electronically and do not incur shipping charges.
SECTION 3 — PRODUCTS STOCKED BY NATALIE MAREE
In-stock products dispatched by Natalie Maree are generally processed and dispatched within 2–3 business days.
After dispatch, estimated delivery times are:
- Standard shipping: 5–8 business days.
- Express shipping: 1–2 business days.
Delivery estimates depend on your location and carrier coverage. Regional and remote deliveries may take longer.
Express shipping applies to transit after dispatch and does not shorten order processing time.
During busy periods, new releases or promotions, processing may take longer. We will contact you if we become aware of an unexpected delay affecting your order.
Business days are Monday to Friday, excluding public holidays.
SECTION 4 — SUPPLIER-DIRECT PRODUCTS — SYNCEE & SHOPIFY COLLECTIVE
Selected products are sold through Natalie Maree and shipped directly to you by supplier partners through Syncee or Shopify Collective.
These products are not held or dispatched by Natalie Maree. Processing times, delivery estimates, dispatch locations and shipping charges may differ from those for NM-stocked products.
Please refer to the relevant product listing and shipping information displayed at checkout.
Supplier-direct products are excluded from our free standard shipping offer. Orders containing products from multiple suppliers may incur separate shipping charges and arrive in separate parcels.
Natalie Maree remains your point of contact for questions about your purchase, delivery or returns.
SECTION 5 — NM KEEPSAKES — DIGITAL
Digital keepsakes do not require physical shipping.
Please allow 1–2 business days for your personalised digital keepsake to be created and delivered electronically to the email address or phone number provided with your order.
Creation time begins once we have received all information required to prepare your keepsake. If details are missing or need clarification, delivery may take longer.
Digital keepsakes are supplied as high-resolution files prepared at A4 size. Printing and framing are not included.
Please check your spam or junk folder if you are expecting delivery by email. If your keepsake has not arrived within the advised timeframe, please contact us.
SECTION 6 — NM KEEPSAKES — UNFRAMED & FRAMED
Unframed and framed NM Keepsakes are individually designed by Natalie Maree, then professionally produced and shipped directly to you through our print and fulfilment partner, Gelato.
Please allow 1–2 business days for your personalised design to be created once all required details have been received. Printing, framing where selected, and delivery require additional time.
The delivery estimates for NM-stocked products do not apply to Gelato keepsakes. Any specific production and delivery estimates will be provided in the product listing, at checkout or in your order updates.
Unframed keepsakes include a physical print only. Framed keepsakes include the print and selected frame.
Both physical formats are eligible for free standard shipping on orders $50 and over. Express delivery is available only where specifically offered at checkout.
Please contact Natalie Maree directly with any questions about your keepsake or its delivery.
SECTION 7 — SEPARATE SHIPMENTS
Orders containing NM-stocked products, physical keepsakes or supplier-direct products may arrive in separate parcels and on different days.
Applicable shipping charges for the different shipments will be displayed at checkout. Tracking details will be provided for each shipment where available.
Digital keepsakes are delivered electronically and separately from physical products.
SECTION 8 — TRACKING & DELIVERY DELAYS
Processing and production times are separate from delivery times.
Unless expressly stated otherwise, delivery dates are estimates rather than guarantees. Carrier delays, public holidays and other disruptions may affect delivery.
If your order is significantly delayed, please contact us so we can investigate and help arrange an appropriate solution.
Using Gelato, supplier partners, postal services or couriers does not remove our obligations under the Australian Consumer Law.
SECTION 9 — DELIVERY DETAILS
Please ensure your delivery address, email address and phone number are correct before completing your purchase.
If you notice an error, contact us as soon as possible. We will try to update your details, but changes may not be possible once an order has entered production or been dispatched.
If a parcel is returned because an incorrect or incomplete address was supplied, or because it was not collected, we will contact you to discuss the next steps. Reasonable redelivery costs may apply and will be confirmed before another shipment is arranged.
This does not apply where the issue was caused by us or our fulfilment partners.
SECTION 10 — LOST, DAMAGED OR INCORRECT DELIVERIES
If your parcel appears lost, arrives damaged or contains an incorrect item, please contact us with your order number and details of the issue.
For damaged deliveries, photographs of the item and packaging can help us investigate. Where practical, please retain the packaging while we assess the issue.
We will work with the relevant carrier, Gelato or supplier partner and provide an appropriate solution in accordance with your rights under the Australian Consumer Law.
Please also refer to our Returns & Refunds Policy.
SECTION 11 — YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW
Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.
SECTION 12 — CONTACT
For questions about processing, shipping or delivery, please contact us through our Contact page or email hello@nmkeepsakes.com.au.