Where we ship
We ship to four markets: Australia, South Korea, Singapore and Taiwan. We cannot accept orders for delivery to any other country at this time.
All six of our products (Propolis Manuka Honey 829+, Propolis Manuka Honey Signature Series 1650+, Native Bee Propolis Extract, Manuka Lozenges, Manuka Honey Candy, and Xotic+ Organic Lion's Mane Extract) can be sent to all four markets. Orders to Singapore and Taiwan travel on Australia Post International Standard or International Express. Orders to South Korea travel with our contracted courier service, shown as Standard Shipping at checkout. Every service we use carries all of our products. Within Australia we offer Parcel Post and Express Post at checkout.
Everything we send is packed and dispatched from Australia. Orders going to South Korea, Singapore or Taiwan are personal imports for the person named as the recipient, so please order for your own use or as a gift, not for resale.
We ask that orders are not sent to a freight forwarder, parcel forwarding service or purchase agent. This matters most for South Korea, because using one can remove the personal import treatment that applies to food sent directly to you.
Processing and dispatch
Orders are picked and packed on business days at our despatch location in Queensland, Australia. We do not dispatch on weekends or Queensland public holidays.
- Orders usually leave us within 1 to 2 business days.
- There is no daily order cut-off time. Orders placed on a weekend or public holiday are processed on the next business day.
- You will receive a dispatch email with tracking details once your parcel is lodged with the carrier.
- At busy periods, and if an item is briefly out of stock, dispatch can take longer. We will contact you if your order will be delayed.
Delivery estimates
Delivery times below are estimates from the carrier, counted in business days from dispatch, not from when you place the order. They are not guarantees. Customs inspection, weather, carrier delays and public holidays in your country can all add time.
- Australia: 2 to 6 business days.
- South Korea: 5 to 10 business days.
- Singapore: 5 to 10 business days.
- Taiwan: 5 to 10 business days.
Customs clearance time is outside our control and is not included in these estimates.
Shipping costs
Shipping is calculated at checkout from the weight of your order and the delivery address, so the cost is shown to you before you pay. Our jars are packed protectively, so a single jar can weigh more than you expect.
- Australia: Parcel Post and Express Post, charged by parcel weight and delivery address.
- Singapore and Taiwan: International Standard and International Express, charged by parcel weight and delivery address.
- South Korea: Standard Shipping, charged by parcel weight and delivery address.
- Free shipping: we do not offer free shipping, and there is no order value at which shipping becomes free.
Shipping charges cover carriage only. They do not include any import duty, import tax or customs charge raised in the destination country. See the sections below.
South Korea: your Personal Customs Clearance Code (PCCC)
Korean customs will not release an imported parcel to a private individual without the recipient's Personal Customs Clearance Code, known in Korean as 개인통관고유부호. This is a requirement of Korea Customs, not of our store.
- What it is: a personal identification number issued by the Korea Customs Service for people receiving goods from overseas. It is used instead of your resident registration number.
- The format: the letter P followed by 12 digits, so a code looks like the letter P and then your own twelve digits.
- Where to get one: it is issued online at unipass.customs.go.kr.
- Where you give it to us: we collect it in the cart before you check out. Please enter it exactly, with no spaces.
- The details must match: the name and mobile phone number registered against the PCCC must match the recipient name and phone number on your order. If they do not match, customs will hold the parcel.
- Without it, your parcel stops: customs will not clear the goods. The parcel will be held, and if it stays unclaimed it will eventually be returned to us or disposed of by customs.
Please also make sure your Korean address and phone number are complete and current, because customs and the delivery partner may need to contact you directly.
Taiwan: EZ WAY real-name verification
Taiwan Customs requires the consignee of an imported parcel to confirm the declaration through EZ WAY (實名認證 App). This is a Taiwanese government requirement and we cannot complete it for you.
- Download the EZ WAY app and register in advance, using your Taiwanese identity document and a Taiwanese mobile number.
- The name you give us at checkout must match the name on your Taiwanese ID and on your EZ WAY registration. A nickname, an English spelling variant or a family member's name will stop the parcel.
- When your parcel arrives in Taiwan, the app will send you a notification asking you to confirm the customs declaration. Please respond promptly.
- If the declaration is not confirmed, the parcel is held at customs and may be returned or disposed of.
Singapore
Singapore orders are packed and posted from Australia by Australia Post, the same as our Taiwanese orders. Your parcel is a personal import, so you are the importer of record. Please read this section together with the delivery estimate and the customs duties sections above and below.
Customs duties, import taxes and thresholds
For orders delivered outside Australia, you are the importer. Any import duty, import tax, goods and services tax, customs brokerage or handling fee charged in your country is payable by you, in addition to what you paid us. These charges are set and collected by your government and its carriers, not by us, and we have no way to calculate, absorb or refund them.
The prices you pay at checkout are our prices for the goods plus shipping. They do not include destination country charges. For Australian orders, the price shown is the price you pay, and where Australian GST applies to a product it is included in that price.
- Duty-free thresholds change. Each country sets its own threshold and its own rules for how the value is worked out, and they are revised from time to time. Please check your national customs website before you order, because the figures are theirs to set, not ours.
- South Korea: a self-use allowance of 5kg of honey per person applies. Please do not route your order through a purchase agent or forwarder, because doing so can remove the personal use treatment that applies to food sent directly to you.
- Taiwan: there is a limit on how many duty-free parcels one person can receive in a half-year. Frequent importers can lose duty-free treatment for later parcels.
We declare every parcel accurately, with the true description and the true value of the goods. We will not mark an order as a gift, understate its value, or alter the contents description, and we cannot make an exception to this on request.
If customs refuses, holds or destroys a parcel
Occasionally a parcel is held, refused entry or destroyed by the authorities in the destination country. Where that happens:
- We will share the tracking information and any carrier notice we receive, and we will help you deal with the carrier or customs where we reasonably can.
- If the parcel is returned to us undamaged and still fit for sale, we will refund the price of the goods. The original shipping cost, any return freight charged to us, and any duties or fees already incurred are not refundable.
- If the parcel is destroyed, disposed of or abandoned by customs, or is never returned to us, what happens next depends on why clearance failed. We refund the value of the goods, but not the shipping you paid, except where clearance failed because of information you supplied, for example a Personal Customs Clearance Code that was wrong or registered to someone else, or a recipient name that does not match that person's identification, in which case no refund is due. Food products are often destroyed rather than returned, because return freight on food is not always available.
- Where clearance failed because the information given to us was missing or did not match (for example a PCCC that was absent or registered to a different name, an EZ WAY declaration that was not confirmed, or an incomplete address), we are not able to recover the parcel or its value for you, and we cannot refund what customs has taken.
- If clearance failed because of something we got wrong, such as an inaccurate declaration or a packing error on our side, we will refund you in full or resend the order.
- If you decline to pay the duties or fees due and the parcel is returned or destroyed as a result, we refund the price of the goods once they are back with us, less our outbound shipping cost and any return or handling charge the carrier bills us. Our Refund and Returns Policy sets this out.
Nothing in this section limits your rights under the consumer law of your own country, or under the Australian Consumer Law where it applies.
Delivery problems and incorrect addresses
Please check your address, recipient name and phone number carefully before you pay. Once an order is dispatched we usually cannot redirect it.
- Address mistakes: if you notice an error, email us straight away at commons@thefinefood.com. If the order has not been dispatched we will fix it. If it has, we cannot, and any redelivery cost is yours.
- Undeliverable or unclaimed parcels: if a parcel is returned to us because the address was wrong or incomplete, or because it was not collected in time, we will refund the goods once they are back with us and fit for sale. Shipping and return costs are not refunded, and we can re-send at your cost.
- Tracking stalled or parcel not arrived: contact us if tracking has not updated for 5 business days on an Australian order, or 10 business days on an international order, or if your parcel has not arrived within the estimate above. Those two timeframes are ours, not the carrier's, and they are simply when we would like to hear from you. We will lodge an enquiry with the carrier. Australia Post will not accept a formal missing item enquiry until 10 business days after the estimated delivery date for a domestic parcel, or until 25 business days after posting for an international parcel sent with Australia Post, so there is a period in which we can chase your parcel informally but cannot yet lodge a formal enquiry. Carriers generally require a waiting period before a parcel is treated as lost, and we have to follow their process before we can resolve it.
- Damaged on arrival: please take photographs of the outer carton, the packaging and the product, keep everything as it arrived, and send the photos to us as soon as you can. Do not throw the packaging away, because carriers require it for a claim.
- Marked delivered but missing: tell us promptly and we will raise it with the carrier. Where a parcel is left at your address on your own standing instruction to the carrier, or with a building concierge you have nominated, we cannot take responsibility for it after that point. Where it was left somewhere you did not authorise, tell us and we will pursue the carrier.
Nothing in this section limits your rights under the consumer law of your own country, or under the Australian Consumer Law where it applies.
Warm weather, crystallised honey and softened candy
Our products are natural foods and they travel across long distances and warm climates. A few harmless changes are normal.
- Crystallised honey is not spoiled honey. Honey that turns grainy, cloudy or firm has crystallised, which is a natural property of honey and not a sign of any problem. It is safe to eat.
- It reverses easily. Stand the sealed jar in warm, not hot, water, no hotter than 40 degrees Celsius, and stir gently until the crystals dissolve. Do not use boiling water, a stovetop or a microwave, as high heat can change the flavour and character of the honey.
- Lozenges and candy can soften. In hot weather these may soften, become sticky or stick together in the bag. Cooling them at room temperature or briefly in a refrigerator firms them up again. Neither the texture change nor a change in appearance affects safety.
- Honey and the propolis extract can separate or change shade slightly with temperature and time. This is normal for natural products and not a fault.
- We do not use insulated or refrigerated shipping, and we cannot control the temperature a parcel is exposed to in transit or after delivery.
Because these changes are natural and reversible, they are not treated as a fault. If something arrives leaking, broken, or genuinely not as described, contact us and we will make it right. Please store your products in a cool, dry place, away from direct sunlight.
Your consumer rights in your own country
If you are in South Korea, Singapore or Taiwan, your own country's consumer law may give you rights beyond what this policy describes. Our Refund and Returns Policy sets those out market by market. Where your local law gives you more than this policy does, your local law applies.
Questions
If anything here is unclear, or you want to check whether we can deliver to your address, email us at commons@thefinefood.com and we will help.
The Fine Food Commons Australia Pty Ltd, ABN 71 691 868 103. Shop 8, 130 Scarborough Street, Southport QLD 4215.
This policy was last updated on 6 August 2026.
