Shipping policy
Shipping Policy
Last updated: 1 May 2026
Thank you for shopping with Torvian.
Torvian is based in Brisbane, Australia and ships worldwide.
This Shipping Policy explains how shipping, delivery, pre-orders, customs, failed deliveries, and shipping delays are handled when you purchase from our website.
By placing an order with Torvian, you agree to this Shipping Policy, our Terms of Service, Returns & Refunds Policy, and Privacy Policy.
Contact Details
Torvian
Email: jamesneilalterio@gmail.com
Business location: Brisbane, Australia
Shipping Locations
We ship to Australia and selected international locations.
Available shipping countries and regions will be shown at checkout.
If your country or region is not available at checkout, we may not currently ship to that location.
We reserve the right to refuse, cancel, or limit orders where shipping is unavailable, restricted, high risk, or commercially unreasonable.
Pre-Order Shipping
Some Torvian products, including our travel coat, may be sold as pre-orders.
If you purchase a pre-order item, you understand that the item may not be ready to ship immediately.
Our travel coat has been in development for several months and may be produced in limited batches. Production may begin once enough preorder demand has been reached to move forward with a production batch.
The estimated shipping timeframe for pre-order products will be shown on the product page, checkout page, order confirmation, or email updates.
Pre-order shipping timeframes are estimates only and may change due to production timelines, supplier availability, quality control checks, freight delays, customs clearance, warehouse processing, or other factors outside our direct control.
Free Shipping on Pre-Orders
Torvian currently offers free standard shipping on pre-orders, unless stated otherwise on the product page or at checkout.
Free shipping applies to the original delivery of the order only.
Free shipping does not cover:
- Return shipping costs
- Exchange shipping costs
- Customs duties
- Import taxes
- VAT
- Tariffs
- Brokerage fees
- Failed delivery fees
- Redelivery fees
- Address correction fees
- Refused delivery costs
- Any extra costs charged by carriers, customs, or government authorities
If an order is returned to us because of an incorrect address, failed delivery, refusal to accept delivery, or failure to pay customs charges, we may deduct any shipping, return shipping, customs, carrier, and handling costs from any refund where permitted by law.
Estimated Shipping Timeframes
Estimated shipping timeframes will be shown on the product page, checkout page, order confirmation, or shipping update emails.
Shipping timeframes may include:
- Pre-order production time
- Quality control time
- Warehouse processing time
- Carrier delivery time
- International freight time
- Customs clearance time
Delivery estimates are not guaranteed unless we clearly state otherwise in writing.
We recommend that you do not order for a specific trip, flight, event, or deadline unless the product page clearly says the item is in stock and the delivery estimate works for your timing.
Torvian is not responsible for missed trips, missed flights, travel disruption, hotel costs, replacement purchases, or other losses caused by delivery delays, unless required by law.
Processing Times
For in-stock items, orders are usually processed within 2–5 business days, excluding weekends and public holidays.
For pre-order items, processing begins once the product is ready, quality checked, and available for dispatch.
During high-volume periods, launch periods, pre-order releases, public holidays, or unexpected delays, processing may take longer.
Production and Batch Delays
Because our travel coat may be produced in batches, delays can occur.
Possible delay reasons include:
- Minimum preorder quantity not being reached yet
- Supplier or manufacturer delays
- Fabric, component, zipper, button, packaging, or material delays
- Quality control issues
- Factory scheduling delays
- Freight delays
- Customs delays
- Courier or warehouse delays
- Public holidays
- Events outside our reasonable control
If there is a significant delay, we will provide an update by email where appropriate.
Where required by law, you may be offered the choice to continue waiting or cancel for a refund.
Australian consumer guidance says that if a business cannot supply a product paid for on time or within a reasonable time, it must provide a solution, and businesses must not take payment when they know they will not be able to supply the product.
Shipping Confirmation and Tracking
Once your order has shipped, you may receive a shipping confirmation email with tracking details.
Tracking updates may take time to appear after dispatch.
Once an order is handed to the carrier, delivery timing is controlled by the carrier and may be affected by delays outside our control.
Incorrect or Incomplete Addresses
You are responsible for entering a complete and accurate shipping address at checkout.
Torvian is not responsible for orders delayed, lost, returned, or delivered incorrectly because of an incorrect, incomplete, outdated, or misspelled address provided by the customer.
This includes errors in:
- Street address
- Apartment or unit number
- Suburb, city, state, or postcode
- Country
- Phone number
- Email address
If you notice an address error, contact us immediately at:
We will try to update the address before dispatch, but we cannot guarantee changes once an order has been processed, packed, or shipped.
If an order is returned to us due to an incorrect or incomplete address, you may be responsible for reshipping costs, return costs, carrier fees, and handling costs where permitted by law.
Failed Delivery, Refused Delivery, and Uncollected Parcels
If a parcel cannot be delivered because you are unavailable, refuse delivery, fail to collect the parcel, or fail to respond to carrier notices, the parcel may be returned to us or disposed of by the carrier.
If the parcel is returned to us, we may deduct the following from any refund where permitted by law:
- Original shipping costs
- Return shipping costs
- Carrier fees
- Customs charges
- Handling costs
- Redelivery costs
- Any other costs charged to us
If you would like the order resent, you may need to pay the reshipping cost before we dispatch it again.
International Shipping, Customs, Duties, and Taxes
International orders may be subject to customs duties, import taxes, VAT, tariffs, brokerage fees, or other charges imposed by the destination country.
These charges are the customer’s responsibility unless clearly stated otherwise at checkout.
Torvian does not control these charges and cannot predict whether they will apply.
We do not refund customs duties, import taxes, VAT, tariffs, brokerage fees, or government charges unless required by law.
If you refuse delivery or fail to pay customs charges, your order may be returned, delayed, abandoned, or destroyed. In that case, any refund may be reduced by shipping costs, return costs, customs costs, carrier fees, and any other amounts charged to us, where permitted by law.
Lost, Stolen, or Missing Parcels
If your tracking says your parcel was delivered but you cannot find it, please first check:
- Your mailbox
- Front door
- Parcel locker
- Building reception
- Apartment concierge
- Local post office or collection point
- Household members
- Neighbours
- Any safe place listed in the tracking
Then contact the carrier directly, as they may have more detailed delivery information.
You can also contact us at:
We will try to help where reasonable, but Torvian is not responsible for parcels that are confirmed as delivered to the shipping address provided by the customer unless required by law.
If a parcel is lost in transit before delivery is confirmed, we may work with the carrier to investigate. Depending on the outcome and applicable law, we may offer a replacement, store credit, refund, or another suitable solution.
Damaged Parcels
If your parcel arrives damaged, contact us as soon as possible at:
Please include:
- Your order number
- Photos of the damaged packaging
- Photos of the product
- A short description of the issue
Do not throw away the packaging until we have reviewed the issue, as the carrier may require evidence.
If the product itself is damaged, faulty, incorrect, or misdescribed, it will be handled under our Returns & Refunds Policy and any consumer rights that apply.
Split Shipments
If your order contains multiple items, they may be shipped separately.
This may happen if:
- Some items are in stock and others are pre-order items
- Items are fulfilled from different locations
- Products become available at different times
- Shipping separately allows faster delivery
You may receive separate tracking numbers for split shipments.
Delivery Delays Outside Our Control
Torvian is not responsible for delays caused by events outside our reasonable control, including:
- Carrier delays
- Customs delays
- Border inspections
- Weather events
- Natural disasters
- Strikes or labour disruptions
- Public holidays
- Incorrect addresses
- Failed delivery attempts
- Payment review delays
- Supplier or manufacturer delays
- Freight congestion
- Government restrictions
- Events affecting factories, warehouses, carriers, or ports
We will make reasonable efforts to keep customers updated where delays are significant.
Orders Needed by a Certain Date
Please do not place an order assuming it will arrive before a specific travel date, event, holiday, or deadline unless the product is clearly marked as in stock and the delivery estimate is suitable.
Pre-order items are not recommended for urgent travel dates.
Torvian does not guarantee delivery before a specific trip, flight, event, or deadline unless we have expressly confirmed this in writing.
We are not responsible for costs or losses related to missed delivery expectations, including replacement purchases, airline baggage fees, missed trips, missed flights, hotel costs, or travel disruption, unless required by law.
Changes to Shipping Costs and Methods
Shipping costs, delivery methods, carriers, and available countries may change at any time.
The shipping options available for your order will be shown at checkout.
We reserve the right to change carriers or shipping methods where needed to fulfil your order.
Order Cancellation Before Shipping
For pre-orders, you may cancel for a full refund within 24 hours of placing the order.
After 24 hours, pre-order cancellations are not guaranteed unless required by law, or unless we notify you of a significant delay and offer you the option to cancel.
For in-stock items, cancellation requests are not guaranteed once the order has been processed, packed, or shipped.
To request a cancellation, contact:
No Shipping Refunds for Change of Mind
Shipping costs are not refundable for change-of-mind returns unless required by law.
This includes situations where you:
- Chose the wrong size
- Changed your mind
- No longer need the item
- Ordered for a trip and no longer need it
- Do not like the fit, colour, style, or feel
- Refused delivery
- Entered the wrong shipping address
- Failed to collect the parcel
- Failed to pay customs charges
For pre-orders with free standard shipping, the original shipping fee may be shown as free at checkout. However, if an order is returned, refused, or undeliverable due to customer action or inaction, we may deduct actual shipping, return, carrier, customs, and handling costs from any refund where permitted by law.
Consumer Rights
Nothing in this Shipping Policy limits any rights you may have under the Australian Consumer Law, EU consumer law, UK consumer law, US consumer protection laws, or any other mandatory consumer protection laws that apply in your country, state, or territory.
For Australian customers, consumer guarantees may apply where a product is not supplied within a reasonable time or where there is a genuine product issue.
Contact Us
For shipping questions, contact:
Torvian
Email: jamesneilalterio@gmail.com
Business location: Brisbane, Australia