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FAQs / T&Cs

Orders

TURNAROUND TIME

All our creations are made to order, so please allow up to 5 - 7 business days for them to be designed and cut.
Out of peak season you are more likely to see your creation go out faster than our quoted production time, however if you have a deadline you need to meet urgently, please email us and we will do our best to work within your time frame.


CAN I ADD TO MY ORDER?

Please contact us ASAP to check on the status of your current order. If it has not been sent yet then it is no problem to add additional items. Please note that adding items to your order may delay your order dispatch.


CAN I CANCEL MY ORDER?

Each creation is made to order, so unfortunately we cannot alter, re-do or refund orders once production has commenced. If no work has been commenced on your order, a 10% cancellation & admin fee applies.


CUSTOM QUOTES

All quotes provided for any custom work are valid for 30 days from the date you are quoted.

Shipping

Free Shipping on all orders $150 and over!

SHIPPING / POSTAGE

All our creations are carefully packaged and shipped via Australia post with tracking right to your door.
Typical delivery time within Melbourne Metro is 2-3 business days, to most capital cities in 3-7 days and to most regional areas within 8-10 days.

The quoted time frames above are a guide only. These times do not include order production time.

UPDATE AS OF OCTOBER 2021:

PLEASE NOTE THERE IS CURRENTLY A DELAY WITH AUSTRALIA POST DUE TO COVID-19 / LOCKDOWNS, IF YOU REQUIRE YOUR ORDER URGENTLY PLEASE ENSURE YOU SELECT THE EXPRESS POST OPTION ON CHECK OUT.


WHAT HAPPENS IF MY CREATION ARRIVES DAMAGED?

In the case that your item is damaged in transit please contact us within 48hrs of delivery. For damaged items we will need photos emailed to us to verify the fault/damage. If we can verify that the item was damaged in transit you will need to return the product, along with all it's packaging including the original shipping label, to your local Australia post where you can open a 'damaged parcel insurance claim'. If you have any issues please feel free to email us.

Please be sure to handle all items with care. The nature of acrylic is particularly fragile and must be handled carefully. We recommend mounting applications with all our products, however these are recommendations only. The customer is responsible for assessing the most appropriate fixings for your particular wall surface or installation requirement. Please ensure you use a quality product to mount your items, for example heavy duty 3M foam mounting tape or picture hanging strips, and follow the adhesive/hook manufacturer instructions to ensure adequate fixings for the weight of your product. We will not be held responsible for accidental damage and unfortunately cannot offer replacements for damage due to falling or mishandling.

Our products are not designed to withstand being dropped, bent, placed under pressure or handled roughly. So please be sure to take care with them.

PICK UP ORDERS

At our discretion we may allow pick up orders if there are time constraints. Once the items have been handed over to you (or your appointed pickup person) no responsibility will be accepted for damage claims. 


Returns

As each creation is made to order we cannot cancel, alter, re-do or refund orders once production has commenced. In the case of incorrect details provided by you or change of mind please contact us ASAP to seek production status. Customers with an account can login at any time to view the current production status of their order.

If you have any questions please send us an email and we'll be happy to help!


Product Care

ACRYLICS

When holding your acrylic creations, please make sure to always hold by the thickest parts of the product, as acrylic is a fragile material. Take extra care not to bend or drop the acrylic mirror - it is very fragile and a should be treated like you would a piece of glass.

No accessories or mounting attachments are included with our acrylic plaques. The plaque can easily be fastened to the wall or door with quality Command 3M mounting strips or mounting tape (recommended).

While we recommend this, each wall surface is different and it is up to the customer to determine what best suits their needs.

It is the customer’s responsibility to ensure the item is securely fastened to the required surface,

Items are not to be handled by children. Please do not hang items above cots or beds, or within a child's reach.


To clean the product please only use warm water with a small drop of mild dish washing liquid and a soft non scratch micro fiber cloth,as some chemicals in cleaning products can cause the acrylic to crack.


CHOPPING BOARDS

Hand wash only!  Do not put the product in the dishwasher or immerse in water as this can cause the board to split. Be sure to regularly oil your acacia chopping boards with a food safe timber oil to keep your board looking brand new.