COVID-19 Shipping Information

​Due to the COVID-19 pandemic, we are temporarily unable to ship to some countries. International shipping to certain regions is currently closed due to border closures, grounded freight vehicles and length customs & quarantine delays.

It is important for us to inform our customers of lengthy delays in shipping to international countries, and slight delays within our Australian shipping network. We are working closely with our shipping carriers to provide the best and fastest service and we appreciate your patience and understanding.

Our shipping process:

When your order is received, Australian domestic orders are dispatched same day or next day (excluding weekends) with Australia Post. International orders (excluding NZ, who are sent via Australia Post) are processed via DHL eCommerce International – these parcels are dispatched from our warehouse two times a week. You will receive an email with a tracking number as soon as your parcel is processed for dispatch.

Length of delay:

The COVID-19 situation is ever changing, so we can only provide information as it is provided to us.

Australia & U.S: Short delays with parcels arriving within the week or so. Currently, next day delivery is not guaranteed by Australia post with their Express Post service, however, it is still the fastest possible Australia Post shipping option. Please contact Australia Post for detailed delivery timeframes and if they are delayed due to a changed stage level in your region or from our shipping region in Metro Melbourne, Australia.

Asia, Canada, Europe, United Kingdom: Delays are reported to be anywhere up to 8 – 12 weeks.

Rest of the World: Delays are reported to be anywhere up to 8 weeks and longer depending on region specifically.

Where is my parcel?

We are always here to help however we can, however we would appreciate if you could take the below steps to check on the whereabouts of your parcel. If you still need our assistance after reading the below information, please send us an email at info@zilchacne.com and we will try our best to assist and please remember DHL may change these details and the shipping locations at any point to manage their COVID-19 safe response.

  1. If you receive an email providing you with tracking details, your item has been processed and dispatched from our warehouse.
  2. For international customers: If your tracking link details that your parcel is in SYDNEY, then it means that it is awaiting to leave Australia on the next available flight. Because most international flights have been cancelled or grounded, the shipping network is backlogged with international parcels and freight leaving Australia.
    For Australian and New Zealand customers: Please check your tracking link with Australia Post as they will update as the parcels move through the network.
  3. For international customers: If your tracking link details that your parcel has left SYDNEY with no further information, it has left Australia and is on its way to DHL’s worldwide processing facility in Germany. They have informed us there may be lengthy customs and quarantine delays that can be up to 1-2 weeks. Once it clears this, your parcel is then routed to your country to be delivered by your local postal service.
  4. For international customers: If your tracking link details that the parcel has arrived in your country (destination country), then the parcel is likely to have been passed over to your local delivery network (eg: Royal Mail in the UK or Singapore Post in Singapore) to be delivered to your address. Please contact your local postal network and not DHL to track and enquire about this. Any customs and duties will be collected by your local service and they will be also be able to advise on this.

We would like to take this opportunity to thank everyone for their patience and understanding. It is a difficult time for everyone, and we hope to see some positive changes with shipping and countries’ borders soon.

Stay safe and take care.
From the team at Zilch.