FREQUENTLY ASKED QUESTIONS

Here are some of our most Frequently Asked Questions. If your question isn't answered here and you’d like to speak to someone in Customer Care please click here.

ORDERS

SHIPPING

RETURNS

ORDERS

When do I need to place my order to receive it by Christmas?
As our pieces are handmade to order in our Australian studio, please allow time for production. Production time starts from five business days and may go up to twenty business days.

Please note the following dates for placing your order: 

Australia
For regular post, order by 28th November 2023
For express post, order by 1st December 2023

For regular post to NT, order by 24th November 2023
For regular post to WA, order by 25th November 2023
For express post to NT & WA, order by 30th November 2023

International
For express post to China & Asia, order by 17th November 2023
For express post to Europe, order by 18th November 2023
For express post to Canada, order by 21st November 2023
For express post to UK, order by 22nd November 2023
For express post to New Zealand & USA, order by 23rd November 2023
How long will it take to receive my order?
As our pieces are handmade to order in our Australian studio, please allow time for production. 

Production time starts from five business days and may go up to twenty business days. You can find estimated production times on each product page.
I need my order urgently, can I request it is made as an express service?
If you require your order urgently, please contact us with all of the necessary details and we will do our best to accommodate your request. We also recommend browsing our Ready to Ship collection for pieces available now.
Can I change my order details after it has been placed?
We aim to process orders as quickly as possible, but if you need to modify or cancel your order, please contact us as soon as possible. We'll do our best to accommodate your request.
What payment methods do you accept?
We accept VISA, Mastercard, Shop Pay, Union Pay, Apple Pay, Google Pay, PayPal and AfterPay. 

Please note that Afterpay is only available for Australian customers and will be processed in AUD. Read more about Afterpay Terms of Service here.
Do you offer gift cards?
We offer gift cards in set amounts here, available to be used online. Gift cards are valid for three years from the date of purchase. Gift cards are issued in AUD.

SHIPPING

What are your delivery options?
Please visit our shipping page here for detailed information on our shipping options and costs.
Where does my order ship from?
Queensland, Australia.
Which Courier company do you ship with?
We currently ship with Australia Post. For international parcels shipped with Australia Post: Once your order has arrived in the destination country, you can track the parcel through your local postal service.
How long will it take to receive my order once it has been dispatched?
Express Shipping, Australia Post - 1-3 business days
Regular Shipping, Australia Post - 3-7 business days
International Express Shipping, Australia Post - 5-20 business days depending on location

All delivery timeframes are provided as a guideline only, you can view more information and check for delays on AusPost.
How can I track my order?
Once production is completed and your order has been dispatched, you will receive a shipping confirmation with a tracking number provided.
Should I expect to pay any taxes or customs duties when I receive my order?
Orders are shipped on a DDU (Delivery Duty Unpaid) basis, if you are an international customer you are responsible for duties and taxes within your country. Customs duties and import taxes are calculated based on your shipping destination and the value of your items. We recommend contacting your local customs authority for further information.

RETURNS

What is your return policy?
Please visit our returns page here for information on our returns policy.
What do I do if my item is faulty?
Please email us with your order number, details and a photo of the fault. Once we receive your request we will arrange a solution for you.
Do you refund shipping charges?
Shipping charges are non refundable.