Shipping policy
Last updated: October 20, 2026
Thank you for shopping with Ashgrove & Ember. This policy explains where we ship, how long orders take, and what shipping costs.
1. Where We Ship
We currently ship to addresses in the United States. Orders are dispatched from Queensland, Australia. We cannot deliver to P.O. boxes in some cases, so please provide a street address where possible. We do not ship to other countries at this time.
2. Shipping Cost
Standard shipping is free on all US orders. The price you see in your cart is the price you pay for shipping: $0.00 (USD).
3. Processing Time
Orders are processed and dispatched within 1–2 business days after payment is confirmed. Business days are Monday to Friday, excluding public holidays in Queensland, Australia. Orders placed on weekends or public holidays are processed on the next business day.
4. Estimated Delivery Time
Once your order has been dispatched, the estimated delivery time is 5–7 business days. Delivery times are estimates, not guarantees, and may be affected by customs processing, carrier delays, weather, public holidays, or other events outside our control.
| Stage | Estimated time |
|---|---|
| Order processing and dispatch | 1–2 business days |
| Delivery after dispatch | 5–7 business days |
| Shipping cost | Free (USD $0.00) |
5. Order Tracking
When your order is dispatched, we send a confirmation email with a tracking number and link. You can also use the “Track Your Order” link in our website footer. Tracking information may take up to 48 hours to update after dispatch.
6. Customs, Duties and Taxes
Because orders ship internationally from Australia, they may be subject to import duties, customs fees, or taxes charged by the destination country. Unless clearly shown at checkout, these charges are the responsibility of the recipient and are not included in our prices or shipping cost. We do not control these charges and cannot predict their amount.
7. Address Accuracy
Please check your shipping address carefully before completing your order. We are not responsible for orders delivered to an incorrect address provided by the customer. If you notice a mistake, contact us as soon as possible at the email below, and we will try to correct it before dispatch.
8. Delayed, Lost or Damaged Packages
- Delayed: if your order has not arrived within 10 business days of dispatch, please contact us and we will investigate with the carrier.
- Lost: if the carrier confirms the package is lost, we will send a replacement or issue a refund.
- Damaged: if your candle arrives damaged, please contact us within 7 days of delivery with your order number and photos of the item and packaging. We will replace it or refund you at no cost. See our Return & Refund Policy.
9. Contact Us
Questions about shipping? We reply within 1 business day.
Ashgrove & Ember
Email: contact@ashgroveember.shop
Address: 23 Melbourne Avenue, Camp Hill, Queensland 4152, Australia
Hours: Monday–Friday, 9:00 AM–6:00 PM (Brisbane time, AEST)