Shipping policy

Shipping Policy

At Matai Watches, we are committed to delivering your order safely and efficiently. By placing an order with us, you agree to the terms outlined below.

1. Dispatch Timeframes

  • Orders are processed and shipped daily on business days.

  • Orders placed before 10:00 am AEST will generally be dispatched the same day.

  • Orders placed after this time, or on weekends or public holidays, will be dispatched the next business day.

  • During peak periods, promotional events, or holidays, dispatch times may be extended due to increased order volumes.

2. Shipping Carriers

We use trusted courier partners to ensure reliable delivery:

  • Primary Courier: CouriersPlease

  • Additional Carriers: Australia Post 

Carrier selection may vary depending on delivery location, parcel size, and service availability.

3. Delivery Estimates

Delivery timeframes are estimates only and are not guaranteed.

Standard Shipping
Delivery times vary by destination. Please refer to your tracking link for the most accurate delivery updates.

Express Shipping

  • Within the Australia Post Express Next Day Network: next business day delivery (estimate).

  • Outside this network: 1–3 business days.

Rural Deliveries
Express options may automatically convert to standard delivery for remote or rural locations where express services are unavailable.

4. Tracking

All orders include tracking. Tracking details will be emailed automatically once your order has shipped.
If you do not receive tracking, please check your spam or junk folder before contacting support.

5. Packaging

All products are securely packaged to prevent damage during transit.

6. International Shipping & Customs

International orders may be subject to:

  • Import duties

  • Customs taxes

  • Tariffs

  • VAT or GST

  • Clearance fees

These charges are determined by your country’s customs authority and are not included in your purchase price or shipping cost.

Customer Responsibility:
The customer is solely responsible for all customs charges, import duties, tariffs, taxes, or brokerage fees imposed by their country. Matai Watches has no control over these charges and cannot predict their amount.

We are not liable for:

  • Customs delays

  • Additional import costs

  • Government-imposed tariffs or taxes

  • Returned shipments due to unpaid customs fees

If a shipment is returned due to refusal to pay customs charges, the original shipping cost and any return fees will be deducted from any eligible refund.

A valid phone number is required for all international orders to assist customs and couriers with delivery.

7. Oversized Shipments

International packages exceeding 5 kg may incur an additional oversize shipping fee. Customers will be notified prior to dispatch if this applies.

8. Delays Outside Our Control

We are not responsible for shipping delays caused by events beyond our control, including but not limited to:

  • Courier delays

  • Weather events

  • Customs inspections

  • Industrial action

  • Public holidays

  • Global shipping disruptions

9. Address Accuracy

Customers are responsible for providing correct shipping details. We are not liable for delivery issues caused by incorrect or incomplete addresses provided at checkout.

10. Contact

For any shipping enquiries, please contact our support team before placing your order if you require clarification.