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No cost replacements if damaged during transit

Okay let's talk about shipping. Obviously, we wouldn't package a damaged product, and we certainly don't want you to receive a damaged item either.
We all know shipping companies can be rough! They drop, kick and throw parcels (we've all seen the videos) but as far as we're concerned, if they've damaged it, we've done a horrible job packaging it safely for you!
All of our parcels are packaged by a human, and tracked by couriers that we trust and have had good dealings with in the past. We use our couriers to get the parcel to you quickly and affordably. If they haven't lost it and it's on time, they've done their part.
Whether you are 10 minutes from us or overseas in a place we've never heard of before, we will remake and resend your item ASAP. We just need you to do a few things on arrival to help us process your claim as quickly as possible.
Each case is assessed individually by us and we will figure out the best course of action to resolve this without any cost to you and as quickly as possible.
The simplest fix might be to remake your order and ship another one ASAP but in the event that you have missed a deadline (maybe it's a gift?), we would be happy to refund your purchase too. We will be in touch to find the right solution.

Ready for pick up within 5 business days from receipt of payment and approval.

Once we receive your order we will begin production on the next business day and have booked for pick up by you or one of our couriers within 5 business days. Our couriers usually pick up daily and you will receive tracking details as soon as the driver scans your item.
If you have chosen 'Local Pickup' instead of shipping, we will notify you as soon as it's ready to be picked up from our workshop in Brendale within 5 Business Days

Cheap and Calculated Postage

We have clever postage calculation software installed that will figure out how much your parcel will cost to be delivered to your address. This software will compare multiple couriers and will quote you the best price, every time.
Sometimes, this calculation may be a little higher than it should be so we have added a Flat Rate option to help keep costs down. This way, you have the option to benefit from cheaper shipping if its available and if not, we will pay the difference above the Flat Rate offered. We DO NOT add a mark up on our shipping cost in order to profit from this component of our business.
If you have any questions regarding shipping price or think that the quote is too high, please get in contact with us so we can look into this and resolve the issue ASAP. Email: [email protected]

Packaged with care to reduce potential damages during transit

Most of our competitors do not pack their artwork well enough and will have you pay extra for insurance or even raise a claim with the courier before helping with damaged parcels. This can take weeks and is not something that we want you to be worried about.
As far as we are concerned, if it's damaged upon arrival, it's our fault! Plain and simple.

We only work with couriers we can trust!

We have dealt with almost all of the available and trusted courier services we can find and can say that we do not use a few due to issues in the past.
We are pretty particular in who we use to deliver our delicate products and we assess our couriers on the below criteria:

• Are deliveries arriving on time? (within reason)Are our parcels arriving with damage?

• If there was a problem, did the courier try to resolve the issue quickly and reasonably?

• Are they reasonably priced?

We understand that there will be delays at times but we can honestly say that a few couriers did not meet the above minimum requirements and we do not align ourselves with their service. It's not good for you, and it looks bad for us.
If you have any suggestions regarding any part of our postage process, we would love to hear your feedback! We don't pretend to know everything and are always trying to improve our service!

Packaging materials can be repurposed or recycled.

It is really important that we source and use not only locally made packaging material, but also environmentally friendly material that can be either repurposed or recycled. Biodegradable materials are something we try really hard to use and this is something we are still working on getting right.
Cardboard is better than plastic, but it's also more expensive...
As we grow, we are investing more and more in better packaging solutions all whilst trying to keep our packaging and postage as cheap as possible for you.

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