Effective Date: October 3, 2026
Welcome to tilbaleather. We sell leather goods and aim to provide a clear and reliable shipping experience for every customer.
This Shipping Policy explains where we ship, shipping costs, processing times, estimated delivery times, order cut-off times, tracking, delivery issues, and other information related to shipping your order.
1. Shipping Destination
We currently offer shipping throughout Germany.
Eligible orders shipped within Germany qualify for free shipping.
We do not currently charge a standard shipping fee for eligible deliveries within Germany.
2. Shipping Cost
Shipping Cost: Free
All eligible orders shipped within Germany are shipped free of charge.
If any additional shipping charges apply to a particular order or delivery arrangement, the applicable charge will be displayed before you complete your purchase.
3. Order Processing and Handling Time
Our standard handling time is:
1–2 business days
Handling time begins after your order has been successfully placed and payment has been confirmed.
During handling, we prepare your leather goods for shipment, complete applicable order checks, and arrange the package for dispatch.
Orders may require additional processing time in certain circumstances, including periods of unusually high order volume or circumstances outside our reasonable control.
4. Order Cut-Off Time
Our standard order cut-off time is:
2:00 PM AEST, Monday–Friday
Orders placed before the cut-off time on a business day will generally begin processing according to our standard handling schedule.
Orders placed after the cut-off time may be processed on the next business day.
Orders placed on weekends or applicable public holidays may also begin processing on the next business day.
5. Transit Time
After an order has been dispatched, the estimated transit time is:
3–4 business days
Transit time begins once the package has been handed over to the applicable delivery carrier.
Actual transit times may vary depending on the delivery location, carrier operations, weather, public holidays, and other circumstances outside our reasonable control.
6. Estimated Total Shipping Time
Our estimated total shipping time is:
4–6 business days
This consists of:
- Handling time: 1–2 business days
- Transit time: 3–4 business days
- Estimated total: 4–6 business days
Delivery estimates are not guaranteed delivery dates.
7. Delivery Address
Customers are responsible for providing accurate and complete delivery information during checkout.
Please carefully check:
- Full name
- Street address
- House or apartment number
- Postal code
- City
- Other relevant delivery information
We are not responsible for delays or failed deliveries caused by incorrect or incomplete address information supplied by the customer, except where otherwise required by applicable law.
8. Order Confirmation
After successfully placing an order, you may receive an order confirmation containing relevant information about your purchase.
Please review your order confirmation and contact us promptly if you notice an incorrect delivery address or other important order information.
Once an order has entered processing or been dispatched, changes may not always be possible.
9. Shipment Tracking
Where tracking information is available, it may be provided after your order has been dispatched.
Tracking information can take some time to become active after the carrier receives the package.
If tracking information does not immediately show movement, please allow reasonable time for the carrier's system to update.
10. Delayed Deliveries
Although we aim to deliver orders within the estimated 4–6 business-day timeframe, delivery may occasionally take longer.
Possible causes of delays include:
- Carrier delays
- Severe weather
- Public holidays
- High shipping volumes
- Incorrect or incomplete address information
- Operational disruptions
- Transportation issues
- Events outside our reasonable control
If your order appears to be significantly delayed, please contact our customer support team so we can assist with the available information.
11. Lost Packages
If your package appears to be lost in transit, please contact us with your order information.
We may work with the applicable delivery carrier to investigate the shipment.
We may request tracking information, delivery details, or other information reasonably necessary to investigate the issue.
Where a package is confirmed to be lost, we will provide an appropriate resolution in accordance with applicable law and the circumstances of the order.
12. Damaged Packages
If your package arrives visibly damaged, please inspect the contents as soon as reasonably possible.
If the product has been damaged during delivery, contact us promptly and provide:
- Order number
- Description of the damage
- Photographs of the product
- Photographs of the packaging
- Any relevant delivery information
We will review the matter and provide appropriate instructions or a resolution where applicable.
13. Incorrect or Missing Items
If you receive an item that differs from what you ordered, or if an item appears to be missing from your order, please contact us as soon as possible.
Please provide your order number and details of the issue so that we can investigate and provide an appropriate resolution.
14. Delivery Attempts
Delivery may involve one or more delivery attempts depending on the carrier and delivery circumstances.
If a carrier is unable to deliver a package because nobody is available, the address is inaccessible, or another delivery issue occurs, the carrier may provide further instructions or arrange another delivery attempt.
Customers should follow the carrier's applicable instructions where necessary.
15. Incorrect Address Information
If you realize that the delivery address provided during checkout is incorrect, contact us as soon as possible.
We will make reasonable efforts to assist, but we cannot guarantee that an address can be changed after an order has entered processing or been dispatched.
If a package is returned to us because of an incorrect or incomplete address supplied by the customer, additional arrangements may be required before the order can be resent.
Mandatory consumer rights remain unaffected.
16. Public Holidays and Non-Business Days
Handling and delivery estimates are based on business days.
Weekends and applicable public holidays may not count as business days for processing purposes.
Orders placed during non-business days may begin processing on the next applicable business day.
17. Unforeseen Circumstances
Delivery times may be affected by circumstances beyond our reasonable control, including:
- Severe weather
- Natural disasters
- Transportation disruptions
- Carrier interruptions
- Government restrictions
- Strikes or labor disruptions
- Unusually high shipping volumes
- Other unforeseen events
When such circumstances occur, delivery may take longer than the standard estimated timeframe.
18. Returns and Return Shipping
We offer free returns for eligible products within our 30-day return window, subject to the conditions in our Return Policy.
If a return is approved, we will provide the applicable return instructions.
For more information, please review our Return Policy.
19. Refunds Following a Return
Once an eligible returned product has been received and approved, the applicable refund will generally be processed through the original payment method.
Our standard refund processing time is:
4–6 business days
The time required for funds to appear in your account may vary depending on Stripe, your bank, card issuer, or other financial institution.
20. Shipping and Payment
We accept Stripe as our payment method.
Orders generally begin processing after successful payment confirmation.
If payment cannot be successfully authorized or completed, order processing may be delayed until the payment issue has been resolved.
21. Shipping Communication
We may use the contact information provided during checkout to communicate with you about your order, including:
- Order confirmation
- Shipping status
- Delivery information
- Delays
- Delivery issues
- Return or refund matters
Please ensure that your contact information is accurate when placing an order.
22. Contact Us About Shipping
If you have questions about your order, shipping status, delivery time, tracking, damaged packages, or other shipping matters, please contact our customer support team using the information below.
23. Business Information
Business Name: tilbaleather
Legal Business Name: Tilba Leather
Contact Number: +61410306111
Business Address: 24 Bate St, Central Tilba NSW 2546
Support Email: info@tilbaleather.shop
Live Chat Support: 24/7
Business Hours: Monday - Friday, 9:00 AM - 5:00 PM
Time Zone: Australian Eastern Standard Time (AEST)