PROCESSING AND HANDLING TIMES
My processing and handling times are generally between 1 to 5 business days. That means that I will do my best to have your order packed and posted within one to five business days. I am just one disabled artist, so if I get a lot of orders at once I may take a little bit longer to get your orders posted.
Due to the virus, postage times are extended both within Australia and internationally.
Australian postage times are generally 1 to 3 weeks.
International postage times are generally 6 to 12 weeks, and any internal postage delays within your country may further delay the package. (Eg significant USPS delays in America)
I recommend choosing to have your international orders sent as parcels with Sendle. This is a tracked service, but will still take several weeks to get to you.
Untracked international post is available to some countries, but you choose this option at your own risk. Untracked international postage has an estimated postage time of 6 to 12 weeks. This means that untracked international post may take three months or more to arrive. There is no tracking on untracked international mail. Untracked international post can fit up to 50g, so usually up to three pins.
All Australian orders will be sent via Australia Post or Sendle. All small Australian packages are sent as untracked letter mail by default. If you would like a tracking number, please choose registered letter mail or parcel post or express post. I cannot check on the status of orders sent as untracked letter mail, as there is no tracking for this service. Your order should arrive within three weeks within Australia, but I have had a few packages take up to a month due to the pandemic. Your proximity to my location in Brisbane does not mean that the package will necessarily get to you any faster. I have had untracked packages take a month to get to the Gold Coast, and three weeks to travel within Brisbane. Delivery speed is up to Australia Post and Sendle, and I have no power to get them to find one specific package out of the thousands that they manage each day if it does not have a tracking number.
I am not liable for any orders that do not reach their destination. Please make sure that the correct address is listed in your order confirmation. Unless you indicate otherwise, orders will be shipped to the address I am given with your order. Anything returned to me due to an incorrect address will result in new shipping charges, which will be the responsibility of the buyer. There will be no refunds on missing packages due to an incorrect address. If you would like to return your order, you must pay for the shipping to return the items to me in Brisbane before you can get a refund of the cost of the items. If you would like to exchange your order, you must pay to return the items to me, and then pay for any new shipping charges for the replacement items.
Please contact me first if you have any problems.
If your item arrives damaged, please contact me at firstname.lastname@example.org with photographs of both the damaged item and the damaged packaging with the address visible. This will help me to apply for reimbursement from the postal service if possible.
UK AND EU SHIPPING
I have disabled all UK and EU orders on my website. If you are from the UK or EU, you can still buy my products from my Etsy store, because Etsy withholds and disburses VAT on my behalf. If I were to ship orders to the EU, you would be charged up to $35usd in handling fees, plus approximately 20% VAT, in order to pick up your parcel. If you buy your items through Etsy, they will withhold the VAT at time of purchase, and you can avoid the handling fees entirely.