We use Australia Post to ship orders in Australia and overseas. At the present time our cart can only calculate shipping rates for Australia. Please contact us to inquire about an international shipping rate for your order.

This web site is installed with an Australia Post API to obtain up to date shipping rates dynamically during cart loading and checkout. Please refer to the Australia Post web site for current information and to ensure you select the most suitable postal service for your order. Should you require additional postal services not available through our online API please contact us for a quote. We will then issue an online invoice to receive payment for your order.

Undelivered or Damaged Goods

For your peace of mind and ours, we strongly recommends that your order is shipped with extra insurance cover, signature upon delivery and tracking. We cannot be held responsible or liable for undelivered orders, damaged orders, or orders that arrive after a customer expected it to arrive because of shipping problems. We regrettably cannot reproduce or replace an order that may be or has been the subject of a compensation claim as the availability of materials for repeat orders at short notice cannot be guaranteed and workloads may limit how quickly a repeat order can be fulfilled. In some cases a custom design may be unique and cannot be reproduced.

All products are carefully inspected and wrapped for shipping to minimise any damage during transit. In the unlikely event that a product is received damaged as a result of shipping and compensation was included with the shipping method, please contact us immediately by email to [email protected] so that we may assist you to claim compensation from Australia Post.

Please note that it is the addressee who received the damaged parcels that has sole responsibility for claiming compensation from Australia Post. For undelivered parcels it is the sender who has the role right to make a claim. We will assist where possible in either situation.

Compensation

Australia Post’s General Post Guide provides information on the compensation policy for lost or damaged parcels shipped within Australia. The following is guidance taken from Australia Post’s web site:

For undelivered parcels within Australia, the sender has the sole right to make a claim for compensation. For damaged parcels delivered within Australia, the addressee has the sole right to make a claim for compensation. The right to claim may be waived in favour of another person by written request to the Australia Post manager handling the claim. Claims for compensation must be submitted within 6 months of the shipping date. For international shipping, please refer to Australia Post’s International Post Guide.

When informing us that your parcel was received damaged, please include details about the damage and photos in your email so that we may support your claims if asked to do so by Australia Post. We will provide you with information on how to claim compensation from Australia Post, however we will not act on any customers behalf regarding compensation for a damaged parcel unless that customer wishes to waive their right of sole responsibility to claim. If you would like us to claim and refund you compensation for the damaged parcel, we will charge a 1.5% service fee of the total insured value of the parcel to cover the cost of acting on your behalf.

Where we have a right to make a claim to recover and refund compensation for a lost parcel, we will refund you the total value of the successful compensation claim within seven (7) days of receiving compensation from Australia Post. We reserve the right to decline a request for compensation for a lost parcel at discretion if we believe the claim is fraudulent or misleading. We also reserve the right to request that you communicate with Australia Post directly to recover compensation for a lost parcel.

If you would like to handle a compensation claim for a lost parcel directly with Australia Post, you may request us to waive sole right to claim compensation in writing by using the contact form on this web site.

This request will incur a 1.5% service fee of the total insured value of the parcel as we will be required to write to Australia Post to waive sole right to claim. Any service fee associated with any compensation claim will be deducted from the compensation payable if refunded by us or charged in a separate invoice payable within five (5) days.

Stolen Orders

We cannot be held responsible or liable for losses incurred if your order was shipped uninsured and unregistered or Australia Post can confirm that the parcel containing your order was delivered to your address and you claim that is was subsequently stolen after delivery. We recommend that you communicate directly with Australia Post regarding a stolen parcel. Please contact us immediately and we will provide you with information to contact Australia Post.