Last Updated: August 1, 2025
pou-mall Shipping Policy
We partner with leading local Australian logistics providers (AusPost, Aramex) to ensure fast, safe and reliable delivery of your home goods orders across the country.
1. Order Processing Time
All orders will be packed and dispatched within 1-2 business days after successful payment.
- Weekends and public holidays in both China and Australia are not counted as processing days. If your ordered item is temporarily out of stock, we will notify you via email within 24 hours, you can choose to wait for restock, exchange for equivalent items or get a full refund.
- Our working hours are 9:00-18:00 (CST) Monday to Friday, corresponding to 11:00-20:00 (AEST) for Australian east coast.
2. Delivery Coverage & Timeframe
Delivery time is calculated from the date of dispatch, not the date of order placement:
| Region | Delivery Timeframe |
|---|---|
| Metropolitan areas (NSW, VIC, QLD main cities, ACT, SA/WA metro) | 5-7 business days |
| Remote areas (Tasmania, Northern Territory, remote WA/SA/QLD) | 7-9 business days |
3. Shipping Fee & Optional Shipping Insurance
| Service | Fee Rule |
|---|---|
| Optional Shipping Insurance | Charge at 2% of your actual order amount ✅ Benefit: For any return request within the 14-day return window (whether due to product quality, wrong delivery, or personal reasons like change of mind), we will cover all return shipping costs, no extra charge for you |
4. Logistics Tracking
Once your order is dispatched, we will automatically send a notification email to your registered email address with the full tracking number. You can also check real-time logistics status via the "My Orders" section on our official website at any time.
5. Exception Handling
If you encounter any of the following issues, please contact our customer service team via email service@mail.pou-mall.com or hotline +86 15978986940 during working hours, we will resolve it for you within 24 hours:
- Lost parcel: If you have not received your parcel 7 days after the expected delivery date, we can arrange a free re-delivery or full refund (refund will be credited to your original payment account within 7 business days)
- Damaged/missing items: Please take photos of the outer packaging and inner products within 24 hours after signing for the parcel, we can arrange free replacement, partial refund or full refund according to the situation
- Delivery delay: If the parcel is delayed more than 3 days beyond the expected timeframe, we will issue you a AUD 5 no-threshold coupon as compensation
6. Important Notes
- Please double-check your delivery address before placing an order. If you need to modify the address after the order is dispatched, you will need to pay an additional AUD 6 redirection fee
- If you are not available to sign for the parcel, the logistics provider will arrange a second delivery or drop it off at the nearest pickup point. Parcels not picked up within 3 days will be returned to sender, and you will need to bear the return shipping cost
