Policies
Shipping & Returns
Last updated: 30 November 2025
Shipping Policy
Australia-Wide Shipping
Louievale Equine ships to all locations within Australia. We are based in Kewarra Beach, QLD, and all orders are dispatched from our workshop.
| Shipping option | Estimated delivery | Cost |
|---|---|---|
| Standard Shipping | 5–7 business days | Calculated at checkout |
| Express Shipping | 2–3 business days | Calculated at checkout |
| Free Shipping | Standard delivery | Free on orders over $200 |
Processing Times
Processed and dispatched within 1 week of purchase. You will receive a tracking number via email once your order ships.
4–6 weeks to complete. We will confirm your timeline before finalising and keep you updated throughout the process.
Tracking Your Order
All orders include tracking through Australia Post. You will receive your tracking number via email as soon as your package is dispatched. Track your parcel at auspost.com.au.
Delivery Issues
Lost or Damaged Parcels
If your order arrives damaged or goes missing in transit, please contact us immediately at louievaleequine@gmail.com. We will work with Australia Post to resolve the issue and get you sorted as quickly as possible.
Incorrect Address
Please double-check your shipping address at checkout. We cannot be held responsible for orders shipped to incorrect addresses provided by the customer. If you need to update your address after ordering, contact us as soon as possible and we will do our best to catch it before dispatch.
International Shipping
We currently ship within Australia only. International shipping may be available in the future.
Returns & Exchanges
Ready-Made Items
- 30-day return window from date of purchase
- Items must be unused and in original condition
- Customer pays return shipping for change-of-mind returns
- Email us at louievaleequine@gmail.com to start a return
Custom Orders
Custom orders are non-refundable as they are made specifically to your specifications. We always confirm all details with you before beginning production.
Faulty or Incorrect Items
If your item arrives faulty, damaged, or not as described, we will replace it or issue a full refund at no cost to you. Contact us immediately with photos and we will make it right.
Exchanges
Want a different size or colour? Email us within 30 days and we will arrange an exchange. Items must be unused and in original condition.
Contact Us
Questions about shipping or returns? We are happy to help.