At Terra Hide Collective, we aim to process and deliver every order safely, accurately, and as quickly as possible. This Shipping & Delivery Policy explains our order-processing times, shipping methods, estimated delivery periods, and related conditions.
Order Processing
Orders are typically processed within 2 to 5 business days after payment has been successfully confirmed.
Orders placed on weekends, public holidays, or outside normal business hours will begin processing on the next available business day.
During sales, seasonal promotions, new collection launches, or periods of high order volume, processing may take slightly longer.
Order Confirmation
After placing an order, you will receive an order confirmation using the email address provided at checkout.
Please review your order details carefully, including the product, size, colour, billing information, and delivery address. Contact us as soon as possible if any information is incorrect.
An order confirmation does not guarantee shipment if the payment is declined, the product becomes unavailable, or the order is identified as potentially fraudulent.
Shipping Destinations
Terra Hide Collective may offer domestic and international shipping to eligible locations displayed during checkout.
Available shipping methods, delivery times, and charges may vary according to the destination, package size, order value, and courier availability.
If we are unable to deliver to your location, you will be notified and any eligible payment will be refunded.
Estimated Delivery Times
Estimated delivery times begin after the order has been processed and handed over to the courier.
Typical delivery estimates may include:
* Domestic orders: approximately 3 to 7 business days
* International orders: approximately 7 to 20 business days
These timeframes are estimates only and are not guaranteed. Delivery may take longer for remote locations, customs inspections, public holidays, severe weather, courier disruptions, or other circumstances outside our control.
Shipping Charges
Shipping charges are calculated and displayed during checkout before payment is completed.
The shipping cost may depend on:
* Delivery destination
* Selected shipping method
* Package weight and dimensions
* Order value
* Courier rates
* Promotional shipping offers
Any free-shipping promotion will be subject to the conditions stated with that offer.
Shipment Tracking
Once your order has been dispatched, you may receive a shipping confirmation email containing a tracking number or tracking link.
Tracking information may take up to 24 to 48 hours to become active after the courier collects the package.
Customers are responsible for monitoring the shipment and ensuring that someone is available to receive the delivery where required.
Customs, Duties, and Taxes
International orders may be subject to customs duties, import taxes, processing fees, or other charges imposed by the destination country.
Unless otherwise stated during checkout, these charges are not included in the product price or shipping fee and are the responsibility of the customer.
Terra Hide Collective does not control customs charges and cannot predict their amount. We recommend contacting your local customs authority for more information before placing an international order.
Customs Delays
International shipments may be delayed while undergoing customs inspection or clearance.
Terra Hide Collective is not responsible for delays caused by customs authorities, government agencies, local regulations, documentation requirements, or unpaid import charges.
Customers must provide accurate information and cooperate with any customs or courier requests required to complete delivery.
Correct Delivery Information
Customers are responsible for providing a complete and accurate delivery address, telephone number, email address, and any additional information required by the courier.
Terra Hide Collective is not responsible for delays, failed deliveries, or lost packages caused by incorrect or incomplete information provided during checkout.
Contact us immediately if you need to update your delivery address. We cannot guarantee that changes can be made after an order has been processed or dispatched.
Failed Delivery Attempts
The courier may attempt delivery more than once or provide instructions for collection from a local facility.
If a delivery fails because no one is available, the address is incorrect, import charges are unpaid, or the package is not collected, the order may be returned to us.
Additional shipping charges may apply if the customer requests the order to be shipped again.
Returned-to-Sender Packages
Packages may be returned to Terra Hide Collective due to an incorrect address, refused delivery, unpaid customs charges, failed delivery attempts, or failure to collect the package.
If an order is returned to us, we will contact the customer to discuss reshipment or an eligible refund.
Original shipping charges, customs charges, and return-to-sender fees may be deducted from the refund where permitted.
Delayed Shipments
Delivery delays may occur due to weather conditions, customs inspections, transportation disruptions, public holidays, courier issues, natural disasters, political events, or other circumstances beyond our reasonable control.
We will assist customers with available tracking information, but we cannot guarantee a specific delivery date once a shipment is under the courier’s control.
Lost Packages
If your tracking information has not updated for an extended period or the package appears to be lost, please contact us.
We may open an investigation with the courier. Courier investigations can take several business days to complete.
A replacement or refund may be offered after the courier confirms that the package has been lost, subject to our investigation and applicable conditions.
Damaged Packages
Please inspect your package as soon as it arrives.
If the parcel or product is damaged during delivery, contact us promptly and provide:
* Your order number
* Clear photographs of the external packaging
* Clear photographs of the damaged product
* A description of the issue
* A photograph of the shipping label
Keep all packaging materials until the matter has been reviewed, as the courier may require them for investigation.
Missing or Incorrect Items
If your order arrives with a missing or incorrect item, contact us as soon as possible.
Please include your order number, photographs of the received items, packaging, shipping label, and a clear description of the issue.
Once reviewed, we may arrange a replacement, correction, store credit, or refund where appropriate.
Split Shipments
Some orders may be shipped in more than one package due to product availability, warehouse location, packaging requirements, or courier limitations.
You may receive separate tracking details for each shipment. Additional shipping charges will not normally apply unless clearly stated before checkout.
Pre-Orders and Made-to-Order Products
Pre-order, customized, and made-to-order leather products may require additional production time before dispatch.
The estimated production or dispatch timeframe will be displayed on the product page or communicated after the order is placed.
Delivery estimates begin only after the product has completed production and has been handed over to the courier.
Ownership and Risk
Responsibility for the package transfers according to the applicable shipping and consumer-protection laws.
Customers should ensure that the delivery location is secure. Terra Hide Collective may not be responsible for packages that are confirmed as delivered by the courier but are subsequently lost, stolen, or removed from the delivery location.
Order Changes and Cancellations
Contact us as soon as possible if you need to change or cancel an order.
We will attempt to accommodate the request, but changes or cancellations cannot be guaranteed once processing, production, packaging, or dispatch has begun.
Customized or made-to-order products may not be eligible for cancellation once production has started.
Contact Us
For questions about shipping, tracking, delivery delays, damaged packages, or missing items, please contact Terra Hide Collective through the contact details provided on our website.
Please include your order number and the email address used during checkout so that our team can assist you efficiently.
