If there is a problem with your order, please get it touch with us as soon as possible, so we can address your concerns. All email correspondence is responded to within 24 hours Monday-Friday. If you have not heard back from us, please check your junk mail folder, or call 0414 578 733.
Current processing times:
(excluding public holidays)
3-5 business days
3-4 business days
6-7 business days
15 business days
We work around the clock to get your orders out as soon as possible! If you have an urgent order (i.e. if you are a stylist on a deadline or your house is up for sale and about to be photographed), please contact us as soon as possible to ensure your deadline is met and we can fast track it for you. There is no extra charge for this.
TRACKING YOUR ORDER
For courier tracking numbers, please use the tracking number provided to you in your order updates (check your junk mail)! It is the customer’s responsibility to keep track of their delivery via the provided tracking number. If there are delivery delays or you would like to lodge an investigation, please do this via the courier’s website. Unfortunately, we do not have any faster way to contact them and have to use the same channels as you do. After an order is placed and shipped off, the customer has no legal right to reverse payment or lodge payment disputes due to courier delays.
If your delivery date on your tracking information is overdue, please contact the couriers directly and lodge a late item enquiry via their website for them to follow up.
Signatures will not be obtained by the driver at time of delivery. If there is not a safe place to leave your order, it will be taken to a nearby (“pop”) shop for you to collect from.
If a card is left for you advising that your delivery is awaiting collection at a pop shop, please ensure you collect your order asap. Otherwise, they will return it to us which will incur additional shipping costs to re-deliver. We cannot be responsible for shipping delays once it has left our studio. We do all we can to get your order out quickly and efficiently! If you have any questions, please don’t hesitate to contact us!
We include FREE SHIPPING on all our products – Australia Wide!
You will be provided with the courier company name and a tracking number when you order has been shipped.
If you live in a remote area where the cost exceeds standard shipping charges, a request may be sent to you for the additional postage cost.
If you are not in Australia, please contact us before ordering to find out shipping costs to your country, or check our custom orders & international shipping page. Our shipping price does not include any applicable import duties and taxes that you may have to pay upon arrival.
We cannot refund orders already placed as all our products are custom made just for you.
If your delivery is deemed as “lost” during transit (on its way to you), we can re-do your order for you after it is investigated by the courier company and officially deemed as lost. They must first declare it is “lost” after an investigation has been undertaken by the courier company. Otherwise we have no claim for insurance in order to re-do your order. We cannot be responsible for shipping delays once it has left with the couriers. We do all we can to get your order out quickly and efficiently!
When your order is shipped, you will receive a notification with the courier tracking link. Please contact the courier directly if you suspect delivery problems or delays. If we can help you further after this, we will! We do not refund due to delays in courier deliveries after we have shipped your order, as each order is custom made just for you – whether that be artwork or wallpaper.
Orders can be placed through our secure website using a valid credit/debit card.
We also have Afterpay!
Afterpay is an interest-free lay-by system, where you purchase now receive your product before it’s paid off. Payments are direct debited from your account every 2 weeks until paid in full. All you need to apply is to have a debit or credit card, to be over the age of 18 years, and be a resident of the country offering Afterpay. Late fees and additional eligibility criteria apply. For complete terms visit www.afterpay.com/terms
RETURNS AND REFUNDS
We take great care in carefully packaging your artwork & wallpaper in the best manner possible. In the unfortunate event that your item/s are damaged during transit, please contact us within 48 hours with photos of the condition or problem. We will do our best to help you replace the damaged item/s. If you notify us after this time frame, unfortunately we cannot refund or replace it due to courier insurance policies.
Please follow our instructions on how to best flatten prints that have been rolled up when you receive them under our Artwork Info page.
If your delivery is incorrect and you have received the wrong item, please notify us immediately. We do not accept returns due to change of mind or accidental orders. All our products are specifically made to order and we do not keep items in stock. Frames must be correctly handled and not carried by one edge of the mouldings, this will cause damage to the frame. Please take care when handling and moving your artwork!
Failure to accept delivery
If your order is returned to us after failure to be delivered by the shipping company, we cannot be responsible for any re-delivery charges. We will contact you with an invoice/payment link (at cost price) to re-book your delivery. Please ensure all your delivery details are correct when placing your order, including commercial business names – just to make delivery easier for couriers to deliver without any confusion.
Any offers we have are only valid for the time period stated and are valid one per customer. Discounts cannot be used in conjunction with any additional offers or specials. If you have a discount code, please use it at check out under “redeem your coupon” on the checkout page. If you forget to enter your code, we cannot refund the difference afterwards. Please note: all discount codes for sales are applicable to all wallpaper and artwork, except wallpaper samples and already discounted pairs on our Specials page.
We cannot refund orders after they are processed as the orders are custom made and sent out to our customers asap. We cannot process a refund due to change of mind, accidental order or items damaged in transit. We cannot process refunds for incorrectly installed wallpaper and failure to follow instructions. If all installation instructions are followed, there is no reason for it to fail at any time.
Product Colour Discrepancies & Portrayal:
Every effort is made to portray items accurately. Please be advised screen colour settings vary from screen to screen and can affect the way colours appear. We cannot be held responsible for any colour discrepancies. We make every effort to display our products as clearly and accurately as possible. We also have the option of ordering samples of wallpaper, so if you are worried about colours, please order a sample!
If you order wallpaper and don’t measure correctly, we cannot guarantee the colour to match perfectly when you order an extra piece. This is due to the different level of ink in the cartridge, which can change the output colour very slightly to your original order.