Shipping policy
PROCESSING & DISPATCH
Orders will be processed Monday-Friday, with dispatch within 2 business days (excl. public holidays).
Once your order has been shipped, you’ll receive a confirmation email with tracking information. If you have not received your confirmation email, please check your junk mail and contact us via ciao@pietrolab.com
SHIPPING COSTS
We ship directly from our warehouse in Perth, Australia.
Express Shipping (1-2 Business Days after dispatch)
Flat rate $12
Please allow extra time for addresses outside of the Australia Post Express Delivery Network. Track here orders with express shipping will be shipped via Australia Post. If your order is delayed, lost or damaged please contact Australia Post directly by using this link here.
Standard Shipping (5-7 Business Days after dispatch)
Flat rate $5
Orders with Standard Shipping will be shipped via Australia Post. If your order is delayed, lost or damaged please lodge an enquiry with Australia Post via your tracking link.
SHIPPING DELAYS
We’ll do everything we can to ensure you receive your order within the timeframe advised. However, from time to time there may be some delays that are outside of our control. If you haven’t received your order within the expected timeframe, please check your tracking details and/or contact the courier directly.
LOST PACKAGES
All orders are the responsibility of the customer once they’ve left our warehouse. Should you suspect your package has been lost in transit, please contact us via ciao@pietrolab.com, and we’ll use our best endeavours to help you track your package.
In the rare event your order is lost, please make a claim directly with the carrier.
CHANGE OF ADDRESS
Should you wish to change your shipping address, please contact us directly via ciao@pietrolab.com prior to receiving your shipping confirmation email. Unfortunately, we cannot change addresses once your package has been shipped.
INCORRECT ADDRESSES
Please take care to ensure you enter your address correctly at checkout. Where you have entered an incorrect or incomplete address, any additional fees involved in redirecting or resending your order will be your responsibility.
PICKUPS
Pickups are allowed at our Pietro Gelateria stores when ordered through pietrogelateria.com