Shipping policy

We ship our handcrafted Moroccan products to customers throughout Australia. This policy outlines our delivery methods, timeframes, costs, and other essential information for Australian customers.

Shipping Coverage

We ship to all Australian states and territories, including:

  • New South Wales
  • Victoria
  • Queensland
  • Western Australia
  • South Australia
  • Tasmania
  • Australian Capital Territory
  • Northern Territory

Both metropolitan and regional areas are covered.

Shipping Carriers

TerraFez partners with premium international carriers for deliveries to Australia:

DHL Express

FedEx Express

These carriers were selected for their reliable service to Australia and careful handling of our fragile handcrafted items.

Processing Times

Processing times remain consistent for Australian orders:

In-Stock Items: Orders processed within 1 business day Custom-Crafted Items: 7 days to 6 weeks processing time, depending on item complexity and current production volume

You'll receive email notifications when your order is processed and when it ships from Morocco.

Delivery Timeframes

Once shipped from Morocco, estimated delivery time to Australia is 3-5 business days to major cities (Sydney, Melbourne, Brisbane, Perth, Adelaide). Regional areas may require an additional 1-2 business days.

Delivery times may vary due to customs clearance and local distribution factors.

Shipping Costs

Shipping costs to Australia are calculated based on:

  • Package weight
  • Dimensional weight (for larger items)
  • Final delivery location within Australia

Exact shipping costs in Australian Dollars (AUD) will be displayed during checkout before purchase completion.

Australian Customs, GST, and Duties

We offer two shipping options for Australian customers:

Option 1: Delivered Duty Paid (DDP) Service

  • We handle all Australian customs clearance procedures
  • GST (10%) is included in your total at checkout
  • Import duties and fees are pre-paid by TerraFez
  • No additional charges upon delivery
  • All customs paperwork completed on your behalf

Option 2: Standard International Shipping

  • GST (10%) and any applicable import duties will be collected by the carrier upon delivery
  • You are responsible for customs clearance fees
  • Lower upfront cost, but additional charges may apply on delivery
  • We complete export documentation; you handle import procedures

Your preferred shipping method can be selected during checkout.

Australian Biosecurity: Our ceramic and mosaic products comply with Australian biosecurity requirements and do not require special permits.

Order Tracking

Full tracking service for Australian deliveries:

  • Tracking number provided via email once shipped
  • Track through your TerraFez account
  • Customer service available for tracking assistance

Insurance and Lost Packages

Complete protection for Australian shipments:

  • All orders fully insured against loss or damage
  • Immediate replacement or full refund for lost/damaged items
  • Insurance included at no additional cost
  • Contact us immediately if issues arise

Address Changes

For Australian address changes:

  • Email contact@terrafez.com immediately
  • Changes possible only before dispatch from Morocco
  • No redirects possible once shipped

Special Handling for Australia

Our fragile items (ceramic sinks, Zellige mosaics) receive enhanced packaging for the long journey to Australia:

  • Premium protective packaging materials
  • International shipping-grade protection
  • Clear fragile handling labels
  • Designed to maintain artistic integrity during transit

Potential Delays

Possible delay factors for Australian deliveries:

  • Australian customs clearance (typically 1-2 days)
  • Weather conditions affecting flights
  • Carrier service disruptions
  • Peak season volumes (Christmas period)

We'll communicate any significant delays and provide updated estimates.

Customer Service Hours

For Australian customers:

  • Monday-Friday, 9:00 AM - 5:00 PM (GMT+1 Morocco Time)
  • This corresponds to evening hours in Australia:
    • 7:00 PM - 3:00 AM (AEST)
    • 6:00 PM - 2:00 AM (ACST)
    • 4:00 PM - 12:00 AM (AWST)

Contact Information

Email: contact@terrafez.com

Address: TerraFez
13 RUE HASSAN DKHISSI
RES MALAK BUREAU N1
30000 FES
MOROCCO

This Australia-specific policy was last updated on March 7, 2025.

TerraFez reserves the right to modify this shipping policy at any time. Changes will be effective immediately upon posting on our website.