Shipping & Delivery

Shipping Costs and Delivery Times

Due to a recent change in our business operations, all orders are processed and sent from our Australia base fulfillment center within 3 - 5 business days from the date of placing your order.

You can find the full detailed letter of explanation by our company here: "Letter to our Customers". Please note, our fulfillment team operates during business days and business hours only.

Disclaimer: For orders containing ONLY Sheet Masks Product Types, Spot Patches Sheet Types, Small Makeup Types such as Pimple Patch, Sheet Mask or Eye Brow Pencils etc, in a quantity of 1 - 10 per order it will be delivered via Letter Service, therefore you will not receive any tracking information. If the order is placed with Express Shipping, it will be delivered via Priority Letter Service.

Letter Service via Australia Post generally takes between 3 - 10 business days to arrive. Priority Letter Service via Australia Post generally takes between 2 - 5 business days to arrive.

Unfortunately we do not own or have any influence how Australia Post operates to reduce this timeframe. To find out more, please visit the official website at Australia Post via this link.

*rural/remote areas may take longer

An email will be sent to you with your tracking number once your order has been processed. Delivery times may incur delays during holiday periods or extreme weather events.

We deliver to PO Boxes and Parcel Lockers. Please include the street address of the Parcel Locker location.

We advise to use a shipping address where someone is available to collect the parcel during business hours Monday - Friday. If deemed safe, the courier may leave the parcel at the address. Otherwise, the parcel will be taken to the nearest collection point and a collection card will be left for you. 

If a parcel is returned to Keoji due to being unclaimed or because an incorrect address was submitted, the customer will be responsible for the re-delivery handling and postage fee. This fee is valued at $20 depending on the weight and size of the order. If the customer would prefer a refund, then the fee will be deducted from the total order amount.

Keoji is not responsible for unclaimed parcels or parcels that have had incorrect addresses submitted during the order. Keoji is also not responsible if a parcel has been lost or stolen, unless this occurred during transit. We provide tracking numbers and the status 'Delivered' will signify that the order has been successfully received.

As with the majority of businesses, Keoji is reliant on our courier partners to delivery our products to our customers. Therefore Keoji is not responsible or liable for delays caused by courier/postal partners such as Australia Post. Refunds are not eligible due to uncontrollable events such as COVID-19 pandemic causing transit delays within our third party courier/postal network, such as Australia Post.

Keoji will process and attempt at contacting the customer if a parcel has been returned to us by the courier within 1 - 2 weeks of receiving the returned parcel. It is the customers responsibility to track their parcel via the provided tracking notification email and/or SMS and notify Keoji of any change or issues that may arise. Keoji do not monitor or track customers orders post order status being  'Shipped' or 'Fulfilled'.

If you have requested a redirection or safe drop for your parcel, Keoji will not be responsible for lost or undelivered parcels for your order. Please ensure the address is correct when confirming your order to avoid any inconvenience.