OUR PROMISE TO YOU:
We promise to deliver our pieces to you in a safe and secure manner. We will deal promptly with any issues that may arise concerning your order.
Please read carefully - by placing an order with us, you are acknowledging your agreement to the following conditions:
As all our pieces are handmade and based on a 'MADE-TO-ORDER' basis, please allow at least 2 WEEKS for production. We aim to turn around any orders within 1-2 weeks of receipt of that order (business hours) but, if this isn't possible, we'll email you.
All prices are quoted in AUD currency. Delivery is made at an additional cost and your tracking number will be provided once we have lodged your package at the Australia Post Office.
Payment is accepted via various payment options. Goods will not be dispatched until full payment is received by us. Payment of your order made via our website checkout is completely secure - we don't retain any payment information or card details. We are not responsible for any charges incurred by you from your Credit Card Company or bank in relation to the processing of any order made with us. Please note that if, for any reason, your card payment is not authorized by your bank/credit card company, we will not be able to proceed with your order and it will be cancelled.
It should be noted that we cannot accept any responsibility for delay caused by Australia Post. Please allow for an additional time for posting.
Please ensure you give us a complete postal address - we cannot accept any responsibility for items that are undelivered due to the submission of an incomplete address. Please ensure that there is someone at this address that can accept delivery - we cannot accept any responsibility for items that are undelivered as there was nobody home. The customer will be responsible for meeting any further postal costs in this case.
We cannot be held responsible for orders, for which we hold a proof of posting, subsequently, goes missing in the mail. If an order is sent to your given address, not delivered but held in the Post/Sorting Office and not picked up, by the customer, from there, the Post Office will return said order to us. We are not responsible for any additional costs involved in sending this order on to you again - you must meet that additional postage cost yourself (you will receive a PayPal invoice for the postal charge). As the order had not been cancelled by you within the regulation 7 days, our legal requirements are considered fully met and a refund of the full purchase price is not allowable in this case.
You have a 7 day cooling off period during which you can cancel your order and receive a full refund. Please contact us at firstname.lastname@example.org if you wish to invoke this right.
However, as we endeavour to dispatch orders within 2 weeks (working week), your order may have already been sent prior to you cancelling your order (you will have received a dated confirmation email notifying you of this). If this is the case, please return your package unopened, unused and in a re-saleable condition and we will organise a refund of your order costs (less delivery costs).
REFUNDS & RETURNS:
If you wish to exchange your product, please contact us at email@example.com.
We will ask you to return it in an unopened, unused and re-saleable condition within 7 days of receiving your items. Costs of returning packages must be met by the customer personally. If you are not satisfied with our product or your order does not reach you in perfect condition, please contact us as a matter of urgency. We will then arrange with you to either replace the goods or refund you the purchase price of the order (including any postal charges where the product is defective), whichever is your choice. We must insist all goods are returned unopened, unused and in a re-saleable condition.
- Customised Products
(For items with customisation options, including any product configurations, image personalisation, text inscriptions, or designs)
If the item contains personal configuration, inscription, or personalized designs on any of our products, we are not able to accept returns or exchanges unless the products are damaged or defective upon arrival.
However, we will provide an exchange or refund if there is a misspelling or error in the configuration, inscription, or design due to a mistake by us.
If you would like to return an item, please contact us by email within 7 days of receiving your order. You have the option of an exchange, refund or store credit. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging Our policy lasts for 7 days - if 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Additional non-returnable items:
- Gift cards
- Sale items (Only regular priced items may be refunded)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
The buyer is responsible for return shipping costs, and original shipping costs are non-refundable. In the case of an exchange, we will cover the cost to send the new items back out to you. We do not take responsibility for lost or stolen parcels so it is best to send items back with tracking. Please do not mark your parcel 'return to sender', we are charged by Australia Post for these returns, and the cost will be passed onto the buyer.
If your item is deemed faulty, we will cover your return shipping costs. Once we are notified of a fault, we must receive the faulty item back within 14 days for domestic and 21 days for International.
Please contact us by email prior to returning your product: firstname.lastname@example.org
We do not sell or pass on any of our customer's information, ie name, address, email address etc to any other parties. However, we do reserve the right to contact you regarding your order and, on occasion, may email you about our products if you have subscribed to our newsletters.
We retain copyright on all materials on this website, including photographs and images, page design, text, product names and descriptions of any of our products and these may not be reproduced in whole or in part by electronic or other means without our prior written consent.
All of our pieces are designed and hand-printed in our own home in Melbourne, Australia, using the highest quality supplies and are designed with you, the customer, in mind.
If you have any questions, please contact us by email: email@example.com