Shipping & Delivery Policy
Sultanella Kataifi is committed to processing and delivering your order safely and efficiently.
This Shipping & Delivery Policy applies to purchases made through:
We currently ship to Australia and New Zealand.
Sultanella Kataifi
ABN: 26 194 025 899
Email: info@sultanella.com.au
1. Where We Ship
We currently offer delivery to:
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Australia
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New Zealand
Delivery availability may vary depending on the product, destination and applicable food-import or transport requirements.
If delivery is unavailable to a particular location, this will generally be indicated at checkout or we will contact you after receiving the order.
2. Order Processing
Orders are generally processed within 1–2 business days after payment has been successfully received.
Orders are normally processed during business days, Monday to Friday, excluding Australian public holidays.
During periods of high demand, promotions, holidays or unexpected operational disruptions, processing may take longer.
If there is a significant delay in processing your order, we will make reasonable efforts to contact you.
3. Delivery Times
Delivery times are estimates and may vary depending on your location, shipping method, courier network and other circumstances.
Australia
Typical delivery timeframes are approximately:
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Sydney / metropolitan NSW: 1–4 business days
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Other Australian metropolitan areas: 2–6 business days
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Regional and remote areas: 3–10 business days
New Zealand
Typical delivery times are approximately:
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Major metropolitan areas: 4–10 business days
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Regional and remote areas: 6–14 business days
These timeframes are estimates only and are not guaranteed unless we expressly state otherwise.
Delivery may take longer during peak periods, public holidays, extreme weather, courier disruptions or customs processing.
4. Shipping Costs
Shipping charges are calculated and displayed at checkout based on factors such as:
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Delivery destination;
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Order size;
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Product weight;
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Shipping method; and
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Available courier services.
Any applicable shipping charge will be shown before you complete your purchase.
Where a free-shipping promotion applies, the conditions of that promotion will be displayed at the time of purchase.
5. Delivery Address
Customers are responsible for providing a complete and accurate delivery address.
Please carefully check your:
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Name;
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Street address;
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Suburb/city;
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State/region;
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Postcode;
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Country; and
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Contact details.
If an order cannot be delivered because an incorrect or incomplete address was provided, additional shipping charges may apply where reasonably incurred.
If you notice an incorrect address after placing your order, please contact us immediately at:
We will try to correct the address before the order is dispatched, but we cannot guarantee that changes will be possible after processing has begun.
6. Tracking
Where tracking is available, tracking information will normally be provided to the email address associated with your order.
Once an order has been handed to the courier or postal service, tracking information may take some time to become active.
Customers should use the tracking information provided to monitor delivery progress.
7. Delivery Delays
We make reasonable efforts to dispatch orders promptly and work with reputable delivery providers.
However, delivery may occasionally be delayed because of circumstances outside our reasonable control, including:
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Courier or postal delays;
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Severe weather;
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Natural disasters;
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Floods or fires;
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Transport disruptions;
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Public holidays;
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Customs or border processing;
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Incorrect or incomplete delivery information;
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High-volume periods;
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Government restrictions; or
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Other circumstances beyond our reasonable control.
If your order appears to be significantly delayed, please contact us at:
We will reasonably assist with investigating the delivery.
Nothing in this policy limits any rights you may have under applicable Australian or New Zealand consumer law if goods are not delivered within the required timeframe.
8. Missed Deliveries
If nobody is available to receive the order, the delivery provider may:
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Leave the parcel in a safe location;
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Leave a collection notification;
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Redirect the parcel to a collection point; or
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Attempt delivery again.
The procedure will depend on the courier or postal service used.
Customers should follow any instructions provided by the delivery provider.
9. Lost Parcels
If tracking indicates that your parcel has been delivered but you cannot locate it, please contact us as soon as possible.
We may ask you to:
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Check around the delivery address;
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Check with household members or neighbours;
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Check any collection notification;
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Contact the delivery provider; and
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Confirm your delivery address.
We may also contact the delivery provider to investigate the matter.
Where a parcel is confirmed as lost or where applicable consumer law requires a remedy, we will provide an appropriate remedy in accordance with the circumstances and applicable law.
10. Damaged Parcels
If your Sultanella Kataifi arrives damaged, please contact us as soon as reasonably possible.
Please send an email to:
Please include:
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Your order number;
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Photographs of the outer shipping packaging;
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Photographs of the Sultanella product packaging;
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Photographs of the damaged product;
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A description of the damage; and
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Your delivery details.
Please retain the original packaging until we have completed our investigation, as the courier may require evidence of damage.
If the product does not meet an applicable consumer guarantee, we will provide the remedy required by applicable law.
11. Food Products and Delivery
Sultanella sells food products.
We use reasonable measures to package products appropriately for delivery.
Once your order has been delivered, customers should follow all storage instructions printed on the product packaging.
If a product appears damaged, contaminated or otherwise unsafe upon delivery:
Do not consume the product.
Contact us immediately at:
Please retain the product and packaging where possible so that we can investigate the issue.
12. New Zealand Orders
Customers ordering from New Zealand should be aware that food products entering New Zealand may be subject to applicable:
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Customs requirements;
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Biosecurity requirements;
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Food-import requirements;
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Border inspections;
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Duties;
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Taxes; and
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Other government requirements.
Delivery may be delayed if an order is selected for inspection or requires additional processing.
Customers are responsible for complying with applicable import requirements to the extent that those responsibilities legally fall on the customer.
Sultanella will provide reasonable information or documentation required from us for the shipment.
We cannot guarantee that every product will be permitted entry into New Zealand in every circumstance, as import requirements can change and may depend on the particular product and shipment.
13. Customs, Duties and Taxes
For New Zealand orders, additional customs charges, duties, taxes or other government fees may apply depending on the circumstances.
Where such charges are legally payable by the customer, they are the customer's responsibility unless we expressly state otherwise at checkout.
Sultanella is not responsible for delays caused by customs, biosecurity or other government authorities.
14. Refused or Undeliverable Shipments
If an order is refused, abandoned or returned because of:
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An incorrect address supplied by the customer;
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Failure to collect the parcel;
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Failure to comply with applicable import requirements;
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Customer refusal to accept delivery; or
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Other circumstances attributable to the customer,
additional shipping or return costs may apply where reasonably incurred.
However, this does not affect any refund or other rights the customer may have under applicable consumer law.
15. Change of Delivery Address
If you need to change your delivery address after placing an order, contact us immediately:
We will try to update the address before dispatch.
Once an order has been dispatched, we may be unable to change the delivery address.
16. Shipping Restrictions
Certain products may be subject to restrictions depending on the destination, courier requirements or applicable food laws.
If we are unable to ship a particular product to your location after your order has been placed, we will contact you and provide an appropriate solution.
Where an order cannot be fulfilled, we will provide a refund where required.
17. Click & Collect
Unless specifically stated on our website, Sultanella does not currently offer a Click & Collect service.
18. Delivery to PO Boxes
Delivery to PO Boxes may be available depending on the shipping method selected.
Some courier services may require a physical street address.
If your selected delivery method cannot deliver to the address provided, we may contact you to arrange an alternative delivery method.
19. Shipping and Consumer Rights
Nothing in this Shipping & Delivery Policy excludes, restricts or modifies consumer rights that cannot legally be excluded.
For Australian customers, applicable rights under the Australian Consumer Law continue to apply.
For eligible New Zealand customers, applicable rights under the Consumer Guarantees Act 1993 and other New Zealand consumer laws continue to apply.
Where goods are not delivered within the required timeframe or otherwise fail to meet applicable consumer guarantees, you may have rights to a remedy.
20. Contact Us
For questions regarding shipping, delivery or an existing order, please contact:
Sultanella Kataifi
ABN: 26 194 025 899
Email: info@sultanella.com.au
Website: www.sultanellakataifi.com.au
Please include your order number whenever contacting us about an existing order.
Thank You
Thank you for choosing Sultanella Kataifi.
We appreciate your business and will do our best to ensure that your order reaches you safely and promptly.