FAQs shipping and terms and conditions
ABN
From 12th September 2021
Thank you for supporting our small business! Here’s some information for you regarding our products and shipping!
TURNAROUND TIME
As we’ve gotten busier (thanks to you legends!) we have extended our make time to 3-4 weeks , as we couldn’t keep up with the orders coming through! However you can always find the correct turnaround time on our checkout terms and conditions box please keep that in mind. Christmas items, frames and pressed floral items will have a longer turnaround time 10-15 business days. To fully complete them it takes 3-4 weeks TO MAKE. If your order is placed on a weekend or Friday afternoon it wont get started on until the next business day - Monday.
The ONLY way we send an order urgently is if you select “rush my order” if just leaving a note for us saying urgent we cannot guarantee it’ll get to you any quicker due to the volume of orders we get. When selecting express postage this does not mean your order will be made quicker, it just purely refers to the posting times. So once it’s left our hands after our turnaround time it’s up to Australia post to get it to you quicker. Turnaround time DOES NOT include shipping times so please keep that in mind when ordering.
DISCOUNT CODES
we have some discount codes on our site our sign up to subscribe to emails is 5% off your order. You can only use this once.
SHIPPING
Once an order has been made and a tracking number is provided (please keep an eye out in your junk/spam folder as we often end up there ) it’s up to Australia Post to get it to you within their delivery times. We unfortunately cannot control this. Please see Australia Posts website for their current turnaround time.
If you’ve selected express shipping, this doesn’t mean we send the same day. It will still take the same amount of time to make it will just hopefully get to you quicker via aus post.
LOCAL PICK UP
If selecting this option you agree to collect your items from the given address. Failure to do so within a 2 week period, without giving us notice will result in an invoice being sent out to you for postage. If you do not live in the area or country and select this option, you will be emailed an invoice for shipping as we make our items on demand we do not refund for mistakenly clicking this option. Failure to pay the invoice for shipping will result in you losing your item with no refund being offered if your item has been made.
SHIPPING OVERSEAS
UNITED STATES, UNITED KINGDOM, CANADA, NZ & IRELAND
PLEASE NOTE OVER THE MONTHS NOVEMBER-DECEMBER-JANUARY shipping times will be longer
If you are purchasing from overseas please make sure to select the correct shipping and not local pick up. Failure to do so will result in an invoice being sent out to you for shipping, we do not offer refunds for the wrong selection so please chose carefully.
We cannot give a correct timeframe for overseas shipping due to the pandemic shipping times and estimates are highly inaccurate. We recommend keeping your tracking number and checking that. However on average it has been anywhere from 14-32 business days for regular postage, express can be 8-20 business days.
We do not take responsibility for lost or damaged parcels, once we provide a tracking number it is out of our hands and we cannot control what happens to your package afterwards. This also means when placing an order with us it may not be accepted into your country and that is out of our control.
If you missed collection your parcel from your local post office etc and it gets returned to us we will only re send if you pay for the shipping. This is no fault on our end we do not keep track of your tracking it’s your responsibility, if you can see they tried to deliver contact your postal carrier before it gets returned and you need to pay another fee.
REFUNDS/LOST OR DAMAGED PARCELS
If your item has been made and you request a change to this there will be a $10-$15 fee depending on the product for us to change or completely re make your product. You will be sent a link via email and once payment is complete we can change or re make your order. This is non negotiable as it’s our time and products being used.
We do not refund or replace an order if it’s lost by Australia post (in saying that we will absolutely try help you find your item with auspost). Once we have made the order and have a tracking number for the order that’s being sent to you, Australia post is then responsible for keeping your item safe and delivered to you. We do not take responsibility for damaged packages or items due to the handling of Australia post. All items we have we take photos of before sending for advertising and proof of the item being made up to our standards.
We also do not refund due to change of mind. All floral bunches will vary slightly however if you selected white, they will be white. If you selected white and pink, there will be a mixture of white and pink, just will not 100% match the photo although as you’ll see from our page we try our hardest to do so. Wood grain on the discs and boxes can vary also we cannot control this but we do our best to send the nicest pieces we have. We will not refund if you do not like the wood if you want a different piece etc all our pieces are made with the finest quality. We also do not refund based off in correct spelling or wrong name choices, Please make sure ALL spelling is correct when ordering as once made we cannot change anything, and once sent we also cannot do anything so no refund, store credit or discount can be given. All designs made are final. If there is an issue with your order you must contact us within 1 business day to discuss this, any longer and there will be nothing we can do about it as if something was wrong a week is more than enough time to notify us.
Strictly NO items are to be returned to us due to change of mind or if they’ve arrived later due to late ordering and processing/shipping times. All our items are handmade to order we keep no stock on hand. If you order an item from our store and don’t keep in mind processing time, and shipping time and receive your item wanting to return it, we will not accept a return nor will we refund you. Our terms and conditions are clear and you have to check an agreement at the checkout before even purchasing because of this.
font previews- we have several font preview tools placed around the website. It’s in the main home page and on most products that have personalisation, if you pick a font and are not happy with it as we have a font preview tool we will not make and replace your item for you all sales and product choices are final.
PHOTO SHARING
We share all our products on our Instagram page. Please note if you purchase something that has a surname we try not to use that until you’ve tagged us in a post so no one sees your announcement. If we do not think a surname is included in the product we have the right to share all our images we take of the product.
CHARGE BACKS
If you order from us and file a chargeback with your bank or payment provider and we can dispute it we will and can also take legal action as fraudulent charge backs are illegal. We don’t take people using small businesses for granted especially if you ordered a personalised item and then try and claim to get it back.
TAGGING
By tagging us on social media you allow us to share your photo with our followers on our page. This can be in a story, in a post or both. If your account is private and you tag us we do not have access to view your photo. If you would like to be featured please message our Instagram with a photo!
PROBLEM WITH AN ORDER
If there is a problem with your order we will try and contact you via the email or phone number provided at the checkout.
COPYRIGHT AND USING OUR PRODUCTS FOR RE SELL
Some of our designs have copyright protection which helps us when there’s so many designs being stolen and sold elsewhere. If we make you a custom design you are not allowed to sell/use for profit without permission. This includes using our product (custom or not) to make a profit - renting it out etc unless you are in a wholesale agreement with us, or another contract eg consignment where we would take a percentage of the sale if you are re using our item we’ve made for a profit, business transaction or other. Especially if it competes with us for sale transactions. If we find our products are being sold/used to make a profit outside a contractual agreement we will send a cease and desist letter to you or your company. If you are wanting to use a product for personal profit you can message us and we can always work with you so it can work for the both of us but please keep in mind we have the right to say no.
If you sell your product after you no longer have use for it, that doesn’t fall under these terms unless you’re over pricing and making a profit. If you purchased an item from us and have been using it to make a profit that is not allowed unless in a contract agreement with us.
We do not allow our products to be sold or used without our name being used with them. If you’d like to know more about wholesale please give us a message on Instagram.
Thank you for supporting our small business, we love making all your special keepsakes. X