Shipping policy
Last updated on: October 18th 2025
Welcome to Brickilo! We’re glad to have you here and aim to make your shopping experience for building blocks as smooth as possible. This Shipping Policy explains how we process and deliver your orders.
1. Shipping Methods & Processing Time
1.1 Order Processing
Orders are recorded immediately after purchase and typically processed on the next business day, unless there’s an issue such as incorrect shipping details. While we always aim to ship promptly, delays can happen due to high order volumes, customs checks, extreme weather, or Australian public holidays. If there’s a significant delay, we’ll let you know and work to reduce its impact.
1.2 Delivery Time
Delivery times vary depending on your location. Customs clearance or local courier schedules may affect the final delivery date.
1.3 Carrier Selection
We use the most reliable courier available for your destination to ensure fast and secure delivery. At this time, we’re unable to accommodate requests for specific carriers.
2. Shipping Fees & Duties
2.1 Customs & Duties
Whenever possible, orders are shipped duty-free. However, in some countries, shipments may be sent under Delivered Duty Unpaid (DDU), meaning customers are responsible for any customs fees, import duties, or local taxes required for customs clearance.
2.2 Tracking Updates
Tracking may temporarily stop updating while your package is in customs. This is normal, and updates usually resume within 48–72 hours once it clears. For sea or rail shipments, tracking may not update until the shipment reaches the destination port.
3. Order Changes & Cancellations
3.1 Cancellations
You can cancel your order before a domestic tracking number in China is issued (usually within 24 hours). Please contact our support team with your order number to request a cancellation.
3.2 Modifications
Changes to your order can also be made before a domestic tracking number in China is issued. Contact customer service with your order number to request a modification.
4. Delivery & Receiving Packages
4.1 Delivery Attempts
Our couriers will deliver to the address provided at checkout. If delivery fails, they may leave a notice for redelivery or collection. Customers are responsible for providing complete and accurate delivery details. Brickilo is not responsible for delays caused by incorrect or incomplete addresses.
4.2 Marked as Delivered but Not Received
If tracking shows “delivered” but you haven’t received your package, please allow a few days, as it may still be in transit. If a package is correctly marked as delivered, refunds cannot be issued.
4.2.1 Delivery Responsibility
Once a courier marks a package as delivered, Brickilo is not liable for any loss or theft at the delivery location. Customers are responsible for ensuring their delivery details are secure. If a delivery issue occurs (such as misdelivery or theft), please file a claim directly with the courier. We’ll still do our best to assist by contacting them on your behalf.