FAQ

TURNAROUND TIME

  • HANDMADE: Generally our turnaround time is 3 weeks and in some cases sooner, this does not include postage time. (All products in the handmade category have this turnaround time unless the listing details state in stock ready to post)
  • During a sale period turnaround time for custom products may be extended to 4 weeks.
  • ALL OTHER PRODUCTS: We aim to have your order dispatched within 3-5 working days.
  • Please allow the full turnaround time for your order.
  • Turnaround times may be subject to change without notice.

ORDERING

  • Due to the custom nature of our handmade products please double check your order before finalizing checkout, because once your order is confirmed, we’re unable to accept cancellations. If you have any questions prior to checkout please don’t hesitate to contact us.
  • Please be sure to double check your customer notes when ordering to ensure you have correct spelling of names ect and colour choices (colour chart is located in the main menu).
  • We do not allow changes to be made regarding colours, sizes, custom design ect after your order has been placed so please make your notes clear and choose carefully. If you have any questions regarding anything please contact us prior to ordering to discuss.
  • Custom orders are most welcome but must be discussed prior to placing your order.

DISCOUNT CODES: 

We do not under any circumstances refund orders if discount codes are forgotten or not used during a sale. We also do not apply store credit or products to the value of the code to the existing order so please be sure to check your discount has been applied before checking out.

LOCAL PICKUP PRODUCTS: All products in this category are strictly LOCAL PICKUP ONLY (CHINCHILLA QLD) Do not add these items to your cart if you require postage, the order will be cancelled and a 10% restocking fee will be charged. 

LOCAL PICKUP USE CODE: localpickup

(Please DO NOT use this code unless you are physically picking up your order, we will not accept order cancellations under any circumstances if you have used this code to get free postage. We will invoice the outstanding postage amount before your order is sent)

SHIPPING

FLAT RATE $10 POSTAGE FOR ALL ORDERS OVER $150 can be selected at checkout

  • Postage is calculated by weight and includes Signature on delivery.

0-500g – $9.90

.501-1kg – $13.15

1kg-3kg – $16.30

3.01-5kg – $19.45

5kg-22kg – $21.50

***SOME HEAVY ITEMS MAY INCUR A BULKY ITEM CHARGE***

  • All parcels will need to be signed for, if you are not home a card will be left for pickup from your local P.O. We ONLY post Signature on delivery, WE DO NOT SAFE DROP.
  • All orders are posted via Australia Post from Chinchilla Queensland Australia. Please allow up to 2 weeks for delivery in some areas but in most cases your order will arrive sooner (THIS DOES NOT INCLUDED TURNAROUND TIME).
  • We are not responsible for delays in shipping once the parcel has been posted.
  • If your parcel is unable to be located please contact us and we will lodge an investigation with Australia Post. Upon completion of the investigation and outcome we may offer a replacement to be sent. Any refunds issued will be less postage and promotional discounts. No refunds, exchanges or replacements will be sent until we have gone through the necessary procedure with Australia Post.
  • We are not responsible for any redelivery costs that may occur due to Australia Post not leaving a card for pickup. If your order is sent back to us you will need to cover the cost of postage to have it posted back.
  • Unfortunately at this time we do not offer international postage.

RETURNS AND REFUND POLICY

  • Each item is inspected carefully before being packed. All of our products are individually wrapped and posted in either satchels or cardboard boxes and carefully wrapped to avoid damage.
  • If your order does happen to arrive damaged please contact us with your order name, order number and photographs with a description of the damage.
  • Contact must be made within 48 hours to advise of any damage in transit. all refunds, returns or exchanges are at our discretion and are assessed on a case by case basis

We do not offer refunds for:
⦁          change of mind purchases
⦁          wrong colour/name/size ect selection on behalf of the customer
⦁          if the goods are damaged by using them in a way they weren’t  intended to be used

  • Where replacement or repair is deemed necessary, if requested your initial item must be returned to us in an un-used condition for inspection. 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 postage 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.
  • Any refunds issued will be less initial postage and promotional discounts.
  • Please note: Any refunds issued will incur a 10% admin fee.

PRODUCT SAFETY                                                                                       

  • All products are painted with non toxic water based paint and sealed with non toxic gloss.
  • Although all of our wooden decor is sanded to avoid any sharp edges or surfaces some pieces may not be suitable for little mouths and to ensure the longevity of your items we recommend them as being used for “decor purposes” only.
  • ALTHOUGH MOST OF OUR PRODUCTS ARE RECOMMENDED AS DECOR PURPOSES ONLY STRICT ADULT SUPERVISION IS RECOMMENDED WHEN YOUR CHILD IS PLAYING WITH ANY OF OUR PRODUCTS AS THEY MAY CONTAIN SMALL PARTS.

MAGNET SAFETY

  • Some of our products contain magnets. If swallowed they can be hazardous. Please keep all products containing magnets out of reach of children.
  • Products containing magnets are never to be used as toys.

QUALITY

  • All of our products are handmade and some minor imperfections may occur for example knots in wood. These are not to be considered faulty just handmade. We do not send products we ourselves would not be 100% happy with.