Shipping Policy

This Shipping Policy applies to all purchases made through mothercitychai.com and operates in accordance with the Australian Consumer Law (ACL).

Mother City Chai is inspired by the rich tea culture and spice rituals of Cape Town, South Africa, and our Rooibos Sticky Chai is handcrafted in Melbourne Australia. While our roots are global, all orders are carefully hand-packed and dispatched to ensure freshness, safety, and consistency upon arrival.

From the Mother City to You

Our blends are rooted in heritage — inspired by generations of chai rituals from the Mother City — and finished, packed, and fulfilled with care to meet Australian food-grade standards.

This allows us to honour origin and story while ensuring reliable delivery and quality control for every order.

Order Processing

Orders are typically processed within 1–3 business days (Monday to Friday, excluding public holidays) after payment is received.

Processing times may be extended during:

• Small-batch production cycles

• Product launches or limited releases

• Peak seasonal demand

Once dispatched, you will receive a shipping confirmation email with tracking details where available.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to guarantees that your goods will:

• Be of acceptable quality

• Match their description

• Be delivered within a reasonable timeframe

Nothing in this Shipping Policy limits or excludes your rights under Australian Consumer Law.

Shipping Rates & Delivery Timeframes

Shipping fees are calculated at checkout based on your location and selected delivery option.

Australia

Estimated delivery times (after dispatch):

• Standard Shipping: 3–7 business days

• Express Shipping: 1–3 business days

Delivery times may vary depending on courier networks and regional locations.

International Shipping

We ship internationally to selected destinations.

Estimated delivery timeframes range from 7–28 business days, depending on destination country, customs processing, and local postal services.

Delivery estimates are indicative only and not guaranteed.

Tracking & Delivery

Where tracking is available, a tracking link will be provided via email once your order ships.

Once a parcel is marked as delivered by the carrier:

• Responsibility for the order transfers to the customer

• We are unable to accept responsibility for loss or theft after confirmed delivery

If delays occur, we recommend contacting the courier directly before reaching out to us.

Customs, Duties & Taxes (International Orders)

International orders may be subject to customs duties, taxes, or import charges imposed by the destination country.

These charges:

• Are not included in product or shipping costs

• Are the responsibility of the customer

• Are non-refundable

Mother City Chai is not responsible for delays caused by customs clearance processes.

Damaged, Lost, or Incorrect Deliveries

If your order arrives damaged, incorrect, or incomplete, please contact us within 48 hours of delivery and include:

• Your order number

• A brief description of the issue

• Clear photos of the product and packaging

Where required under Australian Consumer Law, we will offer:

• A replacement, or

• A refund

Address Accuracy

Please ensure your delivery address is correct at checkout.

We are not responsible for:

• Orders delivered to incorrectly supplied addresses

• Delays or losses caused by address errors

Additional shipping costs may apply if an order is returned due to incorrect address details.

Changes to This Policy

This Shipping Policy may be updated from time to time to reflect operational or legal changes. Updates will take effect once published on this page.

Contact Us

For shipping enquiries, please contact:
📧 support@mothercitychai.com