Shipping policy
Last updated: 16 September 2026
At Soleia Muse, we’re committed to making your shopping experience simple and reliable. We currently ship to customers throughout Australia and New Zealand.
Please review the information below for details about processing, shipping and delivery.
1. Where We Ship
We currently deliver to:
Australia
New Zealand
Availability may vary for remote or restricted locations.
2. Processing Time
Orders are typically processed within 2–3 business days, Monday to Friday, excluding public holidays.
Orders placed after our daily order cut-off time will begin processing on the next business day.
During busy promotional periods, public holidays or periods of unusually high demand, processing may take slightly longer.
If a significant delay affects your order, we will make reasonable efforts to keep you informed.
3. Shipping Costs
We offer:
Free Standard Shipping on all orders to Australia and New Zealand.
There is no minimum order value required.
No additional shipping or handling fee will be added at checkout for standard delivery.
4. Estimated Delivery Times
Our current estimated delivery times are:
Processing time: 2–3 business days
Transit time: 4–9 business days
Estimated total delivery time: 6–12 business days
Business days are Monday to Friday and exclude public holidays.
Delivery times are estimates and may occasionally be affected by circumstances outside our reasonable control, such as carrier disruptions, severe weather, customs processing or peak delivery periods.
5. International Fulfilment
Some products may be dispatched from fulfilment centres located outside Australia or New Zealand.
Where applicable, this is reflected in our estimated delivery periods.
We work with fulfilment and delivery partners to deliver orders directly to the shipping address provided at checkout.
6. Order Tracking
Where tracking is available, you will receive a shipping confirmation email containing your tracking details once your order has been dispatched.
Please allow some time for the carrier's tracking system to update after your shipping confirmation is sent.
If you have not received tracking information or have questions about the status of your order, contact us at support@soleiamuse.com.
7. Incorrect Shipping Addresses
Customers are responsible for providing complete and accurate shipping information at checkout.
If you notice an error in your delivery address, please contact us at support@soleiamuse.com as soon as possible.
We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.
If an order is returned because an incorrect or incomplete address was supplied by the customer, reasonable redelivery costs may apply.
This does not apply where the delivery issue was caused by us or our fulfilment partners.
8. Failed or Unclaimed Deliveries
If a parcel cannot be delivered because:
- the shipping address provided was incorrect;
- delivery was repeatedly refused; or
- the parcel was not collected where collection was required,
the parcel may be returned to the sender or fulfilment centre.
Please contact us if this occurs.
Reasonable redelivery charges may apply where the failed delivery resulted from information or actions attributable to the customer.
9. Lost Packages
If your order does not arrive within the expected delivery period, please contact us at support@soleiamuse.com .
We will investigate the shipment with the relevant carrier or fulfilment provider.
Where a product cannot be supplied or delivered within the promised or a reasonable period, we will provide an appropriate solution in accordance with applicable consumer law.
That wording is better than simply saying “we will work with the carrier”. The ACCC states that where a business cannot provide a paid-for product on time or within a reasonable time, it needs to provide a solution.
10. Damaged Packages
If your product arrives damaged, please contact us as soon as reasonably possible at support@soleiamuse.com.
Please provide:
- your order number;
- a description of the issue; and
- photographs of the product and packaging where reasonably possible.
We will review the issue and provide an appropriate remedy.
Nothing in this section limits any rights you may have under the Australian Consumer Law or, where applicable, New Zealand consumer law.
11. Australian Customers
For customers in Australia, our shipping practices operate alongside any rights available under the Australian Consumer Law.
Online businesses selling directly to Australian consumers must comply with applicable Australian consumer protections, including requirements concerning accurate delivery information and consumer guarantees.
12. New Zealand Customers
For customers in New Zealand, applicable consumer protections may also apply.
New Zealand's Consumer Protection guidance states that products sold to New Zealand consumers should be delivered within a reasonable time and that businesses offering goods to New Zealand consumers can be subject to New Zealand consumer laws.
13. PO Boxes and Restricted Addresses
We currently [DO / DO NOT] ship to PO Boxes.
Delivery to certain remote areas, parcel lockers, military addresses or restricted locations may not be available depending on the carrier.
If we are unable to fulfil an order to the address provided, we will contact you.
14. Shipping Policy Updates
We may update this Shipping Policy occasionally to reflect changes to our delivery services, carriers, fulfilment arrangements or legal requirements.
The current version will always be available on this page.
15. Contact Information
Store name: Soleia Muse
Legal company name: We Build Brands bv
Company address: Broekstraat 33, Deurle, East-Flanders, 9831, Belgium
Company registration number: BE 0797.324.261
Phone: [PHONE NUMBER]
Email: support@soleiamuse.com