FAQ + Terms and Conditions

FAQ

Processing times

Processing times are increased from September > Early December. Generally 2-4 weeks for a completely hand made custom item is to be expected, such as our Heirloom Hoops and custom doormats. If you are concerned regarding processing times please shoot us an email!

Heirloom Hoops

We have worked extremely hard to develop our website in 2020 so that heirloom hoop orders receive a confirmation email stating all their selected materials and design selections. Please ensure your details are correct on this email as this is what your order will be filled from. If you have left any information out you think we would need, please get in touch via email ASAP with your order number in the subject field.

Unfortunately if your order is received and as per the confirmation email we are unable to provide replacements and or refunds should it differ from what you had expected. If your order is delivered with an incorrect feature as per your confirmation email please don't hesitate to get in touch. We can either happily replace or refund the incorrect item.

We try our very best to ensure no filters are on the velvet colours on our website however colours may differ from screen to screen

Shipping

We use a combination of Couriers and Australia Post. Australia post is receiving a large amount of parcels during Covid and delays are to be expected. Please keep an eye on your tracking and please don't hesitate to get in touch if it has been a longer time than usual. We are happy to help where we can.

Doormats

Our doormats are hand painted. There will be variations from piece to piece however if your order is incorrectly painted please get in touch asap we are happy to help! If you have received a digital proof for your order pease ensure it is correct as it is how we will process your order.

We want to ensure all our customers are as delighted as we are! If you do have an issue with your product we would love to hear from you so we can work towards a resolution. .

TEXT SPECIFICATIONS:

Please note there will be no refunds/ partial refunds or replacements if your text was not supplied correctly in the notes to seller section. This also refers to digital proofs. If possible we will amend the design however there may be additional costs involved and confirmation from chalk and co must be received in order to change specifications. We are not held liable for any other discrepancies in mistakes within the artwork of the boards if a digital proof is approved.

REFUNDS:

Refunds will be given to non personalised products should you wish to return them due to quality or change of mind. It is important you notify us within 3 days of receiving your order for this to occur. Goods must be in original condition and original packaging. Partial refunds will not be given, you must return the product in its original condition for a refund due to change of mind.
We do not offer refunds or returns on personalised products in any circumstances.

FAULTY:

Please note sometimes faulty or sub standard items make their way to you. Please contact us within three days of receiving your item to let us know. Please keep your packaging and note return to seller on the original packaging. This will be at no additional Cost. To cover your parcel please lodge it with Australia post and ensure that you have a receipt for proof of postage. Should you incur postage costs, please forward us the receipt so we can reimburse you for the costs. We will then send out a replacement of your item or refund on return of your item.

PLEASE NOTE:

We can only do this if you communicate with us any discrepancies in your order as soon as possible. Please understand all items must be returned in their original condition, original packaging and original shipping. For example, cards that have been written on will not be replaced or refunded. Items must be in a resealable condition or in case of damaged/faulty returned to us in the condition stated.

MISSING OR LATE PARCELS:

Please note it is the customers responsibility to investigate lost or missing parcels. If your order has not arrived within 20 business days please get in touch asap to let us know. We will do everything we can to ensure your parcel is located.

We can not be held liable for stolen parcels where tracking states delivered.

In the case of a lost or missing parcel you must notify us within 14 business days after your order. We can not assist in any way after this period of time.

If you wish to add insurance to your postage or a signature on delivery please get in touch prior to your order.

PAYMENT:

We currently accept payment through PayPal and Direct Check-out (Credit, Debit and Etsy Gift Cards). Afterpay is available. Should you request a refund, please keep in mind that we are only able to refund in the method of shipping.
All orders are to be paid in full prior to any customisation. Some custom designs will show as a reserved listing which enables the customer to pay for the item before design work commences.

SHIPPING:

We can accomodate express shipping if you contact us prior to arrange a custom listing.

We use a courier or Australia post depending on the size and weight of your order to offer the cheapest an most effective shipping services. On some occasions WE CAN NOT SHIP TO POST BOXES OR AUSTRALIA POST PARCEL LOCKERS.

In which case you have provided an incorrect or incomplete shipping address additional shipping charges may be applied if your item requires redelivery.

We can not guarantee shipping times. We can try our best to upgrade your shipping and ship via air rather than road however once it is shipped your parcel is in the hands of the courier and we are unable to guarantee arrival prior to your date.

ADDITIONAL POLICIES

We aim to get to all our customers within 1-3 business days. However sometimes we can't - or sometimes our email doesn't allow us to run as we like! If you haven't received contact from us within three business days please don't hesitate to send us a follow up email asap.