Shipping policy

Shipping Areas 

Lengua currently ships Australia-wide and New Zealand.

Multiple Warehouses & Separate Shipments 

Some products are fulfilled from different suppliers, publishers or warehouses. As a result, items within the same order may be shipped separately and may arrive at different times. 

Where items are shipped separately, tracking information may be provided separately where available. 

Dispatch Timeframes 

Orders are generally processed and dispatched within 5–10 business days from the date of purchase, unless otherwise stated on the product listing. 

Business days do not include weekends or public holidays. 

Delivery Timeframes 

Once an order has been dispatched, delivery timeframes are determined by the shipping provider and are outside of Lengua’s control. 

Lengua cannot guarantee delivery dates or be responsible for delays caused by couriers, postal services, supplier processing, public holidays, weather events, incorrect delivery details, customs or biosecurity processing, transport disruptions, or other circumstances outside our control. 

Tracking 

Tracking information will be provided where available. Some supplier-dispatched items may have limited tracking depending on the fulfilment method used. 

Shipping Address 

Customers are responsible for providing accurate and complete delivery details at checkout. 

Lengua is not responsible for delays, failed deliveries, redelivery fees or lost parcels caused by incorrect or incomplete delivery information provided by the customer. 

Authority to Leave 

Where a shipping provider leaves a parcel at the delivery address, responsibility for the parcel may transfer to the customer once the parcel is marked as delivered by the shipping provider. 

Lost Parcels 

If your parcel appears to be lost in transit, please contact us at hello@lengua.com.au. We will work with the shipping provider or supplier to investigate the issue. 

Please note that investigation timeframes are determined by the relevant shipping provider or supplier and are outside Lengua’s control. 

Damaged Parcels 

If your order arrives damaged, please contact us within 14 days of receiving your order and provide your order number, photographs of the damaged item, photographs of the packaging, and a brief description of the issue. 

We will assess the issue and provide an appropriate remedy where required under Australian Consumer Law.