Pre-orders are considered as a custom order. We do not offer, refunds, returns, exchanges or credit notes for incorrect choice of purchase or change of mind on pre-orders, unless the product is damaged or faulty. If you believe your item is damaged or faulty please contact us within 48 hours of receiving your damaged goods. If we have not been contacted within a 48-hour period of receiving your item to advise us it’s damaged, we consider that you are happy with the arrival of your purchase.
Please always check your order within that time frame, past that time frame we cannot assist in repairs or returns.
All oversized orders are dispatched via various freight partners and are covered by insurance. In the event damages occur during transit we will attempt to repair the item first. However, if the item cannot be repaired and restored back to it’s original condition, we will then offer a replacement option, if we have the item in stock. Refunds are only available for damaged & faulty items that cannot be repaired.
Pre-order Shipping Delays
Please keep in mind that pre-orders may arrive later than expected, our shipments maybe delayed or disrupted due to port closures, including other issues that are out of our control. We will do our best to ensure we provide our customers who have pre-order purchased, with a status update on their purchase if unexpected delays occur. Please keep up to date on shipments on our Instagram stories, alternatively please email us for any updates on your pre-order purchase and we will endeavour to return your enquiry within 24 hours.
All of our products are hand made by artisans, this is a process that takes time. Pre-orders have an expected 10-12 week production time, unless specified otherwise in the online description of the product; it then takes 4-5 weeks for the shipping of the container to arrive at our warehouse.
ALL pre order sales are final, even with included shipment delays of up to 4 months. If, shipment delays surpass the 4-month period, we will then process a refund for your pre-ordered purchase.
Pre-order balance payments must all be paid in full within a fortnight of the product arriving at our warehouse. Failure to do so can result in the loss of your deposit, no credit will be provided for the loss of your deposit. Please contact us if you require more time to pay your balance; and we will do our best to accommodate your circumstances. In addition, In the event you cant take your purchase straight away we are happy to hold your order for a further a month if the final balance payment has been made in full.
For further assistance please contact us below.
Email: email@example.com | PH: 0407 805 701