Please note all our items are made to order, and while we generally get them dispatched within 1 week, it can take up to 2 weeks to be dispatched (if there is a longer wait time on some items due to demand, it will be stated on the listing).
Our parcels are sent using a mix of Australia Post and couriers. These again can take from 2-10 working days to arrive, if you need it sooner, you will need to add express post into your cart (it is a separate item, you will need to search for express post in the online shop), and this will arrive 1-2 business days after dispatch.
We cannot take any responsibility for lost or damaged mail once it has left our care. We also don’t offer refunds or exchanges on personalised and custom orders.
If your item arrives damaged please contact us within 48 hours with your order number and photographs and descriptions of the damage exactly as they have arrived to you.
Where repair or replacement is deemed necessary by our team, your initial item must be returned to us in an unused condition, including all original packaging. All return shipping costs are payable by the customer. We recommend that you carefully repackage your item to avoid any damage during delivery and consider using tracked or registered mail carrier to track your item for your own peace of mind.
Please retain proof of postage until we have confirmed your replacement has been processed.
We reserve the right to refuse returns if they don’t meet the conditions above.
Refunds and replacements will not be offered if the customer:
- simply changes their mind
- decides they do not like the purchase
- decides they have no use for it
- damages the goods by not handling carefully as per our Product Care, and/or mounting items securely to surfaces
Our Personalised Products and Custom Designs are made-to-order according to each customer's specifications, so changes and requests for returns or re-makes where the customer has made a personalisation error or simply changed their mind are not possible. We understand that these things happen sometimes though, and where we can, we'll try to help out with an affordable solution if we receive notification within time period specified above.
If your order is incorrect for any reason, please contact us within 48 hours with your order number and photographs and descriptions of what you have received.
If you wish to return a non-personalised/customised item, you need to contact us within 3 business days. For change of mind on non-personalised/customised orders, the buyer is responsible for all shipping costs.