Frequently Asked Questions & Terms and Conditions

Order & Shipping

How do I know the status of my order?

Once your payment has cleared, you will receive a confirmation email with the status of your order. For large or custom made orders, you will be notified that your order is in production. Production times vary depending on the product. Refer to each product listing for accurate production time. A shipping confirmation email with tracking information will be sent when your order is dispatched.

How long will my order take to arrive?

Standard orders will be shipped within 24 hours. All international orders are shipped by air. International shipping will take 4-6 days. For products that are made to order, refer to each product listing for accurate production time for that product. You will receive a shipping email with tracking information when your order is dispatched.

How much will the shipping charge be?

Shipping is calculated during checkout and will depend on the final destination of the package.

Flat shipping rates will apply to Australia.

What if I am not home when my order arrives?

Each shipment will require customer’s signature. If you are not home at the time of delivery, a card will be left with instructions for you to arrange re-delivery or a pickup. The courier company will make two more attempts to deliver your package, for a total of three attempts.

Which countries do you sell to?

Currently we support shipments to:

  • Australia
  • Canada
  • New Zealand
  • United Kingdom
  • United States

We are planning to expand to more countries and regions shortly.

Payments

What payment methods do you accept?

We accept all major Credit Cards and PayPal. All online payments are securely processed via PayPal or Stripe. You don’t need a PayPal or Stripe account to use a credit card.

Is it safe to shop on your website?

Ordering is simple and safe. Our web site uses a safe encrypted connection with an SSL certificate. All submitted personal and financial information is processed by PayPal or Stripe. We do not store any payment method details.

Do I need to pay taxes or custom duties?

You may be liable to pay taxes and custom duties.

GST is included for Australian customers.

What are the supported currencies?
  • USD

We plan to add more major currencies shortly.

Returns

What is your return policy?

We have a 14 day return policy. We offer full refunds for undamaged products.

What if my order arrives damaged?

There is always the possibility of damage when shipping large, fragile items. Due to considerable protective packaging, this rarely happens. We will replace any products that arrive damaged. If items are damaged during delivery, you must contact us immediately via email within 24 hours of receiving the product and provide photos of the damage along with the packaging. We will then supply a replacement at no cost to you.

What if the product is different to what I have ordered?

Handmade products never look identical, which makes them look authentic. Products that you receive may slightly vary from product pictures. We make every effort to ensure product photos and descriptions are as accurate as possible.

However, if you do not receive a product that you have ordered, or something is missing, you must contact us immediately via email within 24 hours of receiving the product and provide photos of the product along with the packaging. We will then supply a replacement at no cost to you.

Still have a question?

Please contact us for more information.

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