This is applicable for parcel delivered by Australia Post customers only.
In the unfortunate event that your item has arrived damaged during transit, and you have selected the transit cover for your order, then your items are covered under AusPost Insurance Cover. Claims for damages must go through Australia Post for replacement/refund.
The image below explains how to submit a damages claim. (Or visit: https://auspost.com.au/receiving/delayed-lost-or-damaged-items/compensation#tab3)
Please remember to keep all the packaging material your items have arrived in, as these must be presented to the Post Office with the damaged item for inspection and submission.
Claims can take Aus Post approx 10-14 working days to process. Once processed they will either refund you directly or us. If they do send the refund to us, we will advise you of this and you can decide to get a replacement product (if stock is available), a store credit or refund.
In the case of items missing from a package due to the packaging being damaged/torn during transit. Australia Post will only compensate for the item/s that are missing from the package.
If you require any further assistance with submitting a claim, please email us at hello@artisanalaustralia.com.au