Shipping & Delivery

Handling Times

Personalised Frames

Due to their customised nature please allow up to 5-8 business days for your order to be made and dispatched. If you are ordering a frame for a special event such as an anniversary or birthday, please account our handling and shipping times mentioned below. Exceptions may apply during promotional and busy holiday periods. 


All jewellery orders will be dispatched within 2-3 business days

Polaroid Prints

All Polaroid Print orders will be dispatched within 3-4 business days

Glass Cups

All Glass Cup orders will be dispatched within 3-4 business days 


All Everlasting Bouquet orders will be dispatched within 4-7 business days 

Delivery Times

Our delivery times are estimated only and are not guaranteed. Once the packages are sent to our shipping provider, arrival times are out of our control and in the hands of the shipping service that has been selected (Australia Post or DHL Express)

Empyrean The Collective are not held responsible for:

  • Mistakes made by Australia Post/DHL Express
  • Wrong addresses given by customers
  • Damage to orders by postal service
  • PO Box issues
  • Stolen packages after delivery

If you have a specific question with respect to your shipment, please contact us at and provide your order number. 

Australian Orders

Standard Shipping: 3-5 business days

Express Shipping: 1-2 business days

International Orders

The below timeframes are estimates only and will vary country to country. Please visit Australia Post's website for Standard and Express delivery times specific to your country here

  • New Zealand: 7-12 business days
  • Asia: 12-15 business days
  • United States & Canada: 12-20 business days
  • United Kingdom: 12-20 business days
  • Europe: 12-20 business days
  • Rest of the world: 12-20 business days
  • DHL International Express: 5-8 business days

All shipping charges from your order are non-refundable. If you would like to change your shipping method or made a mistake, please contact us within 24 hours of your order being placed.

Unfortunately, we cannot be responsible for any delays caused by destination customs clearance processes, local duties and taxes, and items that are lost in transit. Items that are delayed due to Australia Post are not covered for a refund if they are successfully delivered even though not on time.  

Due to COVID-19, we are experiencing delays to the usual delivery times. For more information, please refer to your tracking emails from Australia Post or visit the Australia Post website.

Duties and Taxes

You may be charged for duties, taxes or any surcharges which may be imposed by your country as your order passes through customs. Customers are liable for such charges and may be contacted by the local customs agencies directly to settle these charges. Please note that Empyrean The Collective does not pre-pay or cover these costs, have no control over these charges and are unable to advise what the cost would be as customs policies and import duties vary from country to country. To estimate these expected charges, please contact your local customs agency for details.

Tracking Details

You will be notified by email when your order has been dispatched. Shortly after, you will receive tracking notifications directly from Australia Post, along with estimated delivery times and options to manage your delivery.

These emails may take up to 24 hours from when your shipping confirmation is received to appear in your inbox. If you're unable to locate your shipping notification emails please check your spam folder or contact us.

Track your order here: 


Failure to Deliver/Pick Up

As the recipient, you are responsible for any subsequent costs incurred for parcels returned to our office due to attempted deliveries, insufficient/incorrect delivery information or failure to retrieve parcels from delivery centres.

If you receive a collection slip in your letterbox to pick up your parcel from the nearest post office, please do so ASAP or it will be sent back to us after 3 days. Standard shipping fees will be incurred for all parcels re-sent from our office.