Last Updated: August 2026
At AUS Direct, we aim to make receiving your Australian-sourced essentials as simple and reliable as possible.
This Shipping Policy explains how orders are processed, delivery timeframes, shipping charges, tracking and what to do if there is an issue with your delivery.
AUS Direct provides delivery to eligible locations across Sri Lanka.
Delivery availability may vary depending on your location, product type, courier coverage and other delivery requirements.
If we are unable to deliver to your selected address, our team will contact you using the details provided with your order.
Orders are processed after your order and payment details have been successfully confirmed.
Our standard order processing time is: X-XX business days
Orders placed on weekends or public holidays may begin processing on the next available business day.
Processing times may take longer during:
If a significant delay affects your order, we will aim to keep you informed.
Estimated delivery times may vary depending on your location and product availability.
Typical delivery timeframes:
Colombo and selected areas:
Other areas in Sri Lanka:
These timeframes are estimates only and should not be considered guaranteed delivery dates.
Certain Australian-sourced products may require additional time depending on availability and sourcing arrangements.
Delivery charges may vary depending on factors such as:
The applicable delivery charge will be displayed during checkout or communicated before your order is confirmed where necessary.
After placing an order, you may receive an order confirmation containing details such as:
Please review your order confirmation carefully and contact us as soon as possible if any information is incorrect.
Where tracking is available, tracking details or delivery updates may be provided after your order has been dispatched.
Updates may be sent through:
Tracking availability may depend on the courier or delivery method used.
Customers are responsible for providing a complete and accurate delivery address when placing an order.
Please check that your delivery information includes:
If you notice an error after placing your order, please contact us as soon as possible.
We cannot guarantee that delivery details can be changed once an order has been processed or dispatched.
Our delivery partners may contact you before or during delivery.
Please ensure that the contact number provided with your order is correct and available.
If a delivery cannot be completed because:
the order may be returned or another delivery attempt may be required.
Additional delivery charges may apply where redelivery is necessary.
While we aim to deliver orders within the estimated timeframe, delays may occasionally occur due to circumstances outside our reasonable control.
These may include:
We will aim to provide updates where reasonably possible.
If your order arrives with visible damage, please contact AUS Direct as soon as possible.
We may ask you to provide:
Please keep the original packaging and affected product until our team has reviewed your request.
For further information, please refer to our Returns & Refunds Policy.
If an item is missing from your order or you receive an incorrect product, please contact our customer support team as soon as possible.
Please provide:
Once the issue has been reviewed, our team will advise you of the appropriate next step.
If your order has not arrived within the expected timeframe, please check any tracking information provided before contacting us.
If you believe your parcel may be lost, contact AUS Direct with your order number.
We may need to investigate the delivery with the relevant courier before providing a resolution.
Orders returned to AUS Direct because of:
may require an additional delivery fee before they can be sent again.
Any refund for an eligible returned order will be handled according to our Returns & Refunds Policy.
If you need to update your delivery address or other order details, contact us as soon as possible.
We will try to assist before the order is dispatched, but changes cannot be guaranteed once fulfilment has started.
If you wish to cancel an order, please contact AUS Direct as soon as possible.
Orders that have already been processed, packed or dispatched may not be eligible for cancellation.
If an order has already been shipped, our Returns & Refunds Policy may apply.
Delivery and processing times may be longer during:
We recommend allowing additional time when ordering during these periods.
If you need assistance with delivery, tracking or an existing order, please contact the AUS Direct team.
AUS Direct
Email:
Phone / WhatsApp:
Address:
When contacting us about an order, please include your order number so we can assist you more efficiently.
