How Long Will My Delivery Take?
If your item is already in stock, we will usually ship it the same day or at most within 2 business days of your payment clearing. You will then be able to track your parcel via Australia Post.
If your item appears as “on backorder” it means that we will need a little more time to craft the item before shipping it. Depending on availability of the raw materials needed, and how busy the workshop is, it will usually take us 1-2 weeks to craft and ship your item.
Delivery time from date of shipping depends on your location, but will typically be:
- Australian Capital Cities: 2-3 days
- Other Australian Locations: 2-5 days
- International Locations: ~9 days
My item shows as “on backorder”. What does that mean?
“On backorder” means that we will need to finish crafting your item and it will therefore take a little longer to ship it to you. Depending on the complexity of the item, the availability of the raw materials, and how many other orders are ahead of yours in the workshop queue, it might take a week or two before your product is ready to ship. We will keep you posted on specific estimates of completion times when we receive your order.
What if my item is faulty?
We stand by the quality of the products we create. Understand that the combination of hand-crafting and use of natural raw materials will often result in subtle imperfections in the product. We consider this part of its natural aesthetic, and what sets it apart from mass-produced synthetic items. Whilst we expect our products to provide years of enjoyment, their longevity will vary considerably according to the intensity of their use and how you care for them. They will inevitably develop signs of wear and tear, and will eventually require replacement.
If your product fails within the first 6 months of purchase and during normal use, please contact us and describe the problem and how it occurred. We will either arrange to repair or replace the item at our cost if we agree that it failed due to design, material, or construction. You will be responsible for the cost of shipping the item to us.
If your product fails after 6 months of use, please contact us and we can either negotiate repair, advise you on DIY repair and/or supply replacement components as appropriate.
Who pays for return of faulty items?
If we agree that the fault was due to defective material, design, or craftsmanship, we will send the repaired item or an equivalent replacement back to you at no charge to you. If we agree to receive your faulty item for repair or replacement, you will be responsible for the cost of shipping it to our workshop in Sydney, Australia.
Can I change my mind?
Unless you have ordered a custom product, you may contact us to request cancellation of your order before we ship it. If we receive your request in time (i.e. before we dispatch the item), we will refund your payment in full.
If you request cancellation of your order for a custom product, we will advise you of the cancellation fee according to the cost of materials we have already incurred, and refund you the balance of your payment after deducting this fee.
Due to the nature of our products, we cannot accept returns of product simply because you changed your mind after we have shipped.