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RETURNS & MISSING ITEMS & CANCELLATIONS

Returns

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned which can/are razors, blades, facemasks, underwear, period underwear, menstrual cups, chocolate, reusable sanitary pads, feminine hygiene products, or gift cards..

Additional non-returnable items:
Gift cards
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Please note that any items that are returned, the buyer will have to pay the cost of the shipping fee. 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If your request has been rejected, then we will ship it back to you, provided that you pay additional shipping fee. If you decide that you would not like the product been send back to you or do not pay additional shipping fee, your order will be non-refundable.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@artisanalaustralia.com.au

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. We will provide with a gift card only minus any applicable fees & charges.

Exchanges (if applicable)

We only accept returns and exchanges for defective, damaged, and incorrect items upon confirmation by our team. To initiate an exchange for the same item, please contact us at hello@artisanalaustralia.com.au and we will provide instructions for the item exchange. Please be aware that we will not ship a replacement item until we have received the returned item.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

Faulty / Damaged / Missing / Incorrect Items

Should you receive a faulty / damaged / missing / incorrect product, please contact us as soon as possible via email hello@artisanalaustralia.com.au within 24 hours with your specific problem and we'll get back to you promptly. Please provide us the photos of the items that you received plus shipping label.

Damage claims must be made within 24 hours of the parcel being delivered. 

Please note that if you do not advise us of anything that may be wrong with your order (including missing or damaged or incorrect products) within 24 hours from its delivery, we are unable to assist you further under any circumstance.

Delivered by AusPost, please see page Applying For Australia Post Compensation for more information.

Delivered by Courier, please provide us the information:

  1. Description of the damage to goods
  2. Description of the internal packaging
  3. Description of the external packaging
  4. Pictures of the damage to goods (as received upon delivery) 
  5. Pictures of the internal packaging (left in the original packaging) 
  6. Pictures of the external packaging (clearly showing the shipping label) 

Missing Items – email hello@artisanalaustralia.com.au within 24 hours with the photos of products received and the shipping label on the package, and we'll get back to you promptly. Please provide us the photos of the items that you received plus shipping label.

*PLEASE NOTE: We do not offer exchanges or store credit for 'change of mind' on the following:

  • Items that were purchased on Quick Sale (short Best Before Date or Expire Date)
  • Items best before date or expire date is shorter than 6 months
  • Products that were ordered in specifically for the customer 

We are not required to provide a refund or replacement if you change your mind.

But you can choose a refund or exchange if an item has a major problem. This is when the item: 

  • has a problem that would have stopped someone from buying the item if they had known about it
  • is unsafe
  • is significantly different from the sample or description
  • doesn’t do what we said it would,or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value.

If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.

Please keep your proof of purchase—e.g. your receipt.

If you have received a damaged item, or an item that you did not order, please take a photo, and contact us within 24 hours of your order arriving.

Change of Mind Policy

We are happy to credit or exchange any* unused goods within 30 days of receipt of delivery, provided we receive the goods back in their original, saleable condition (Including tags / hygiene stickers etc). Returns will be approved at our discretion and all postage costs are to be incurred by the customer. Please email hello@artisanalaustralia.com.au with notification of the items, reason for the return and the order number or a copy of receipt. We will respond within 24 hours with instructions on how to proceed. 

For products:

  • purchased instore or on line;
  • for instore purchases - are collected and paid for at the time of purchase; and
  • other than the excluded products listed below;

In addition to the rights granted by applicable statute (including the Australian Consumer Law), if you change your mind you may return the product within 30 days of the date of delivery, for online purchases, provided that the product is: 

  • returned in its original condition;
  • in its original unopened and sealed packaging; and
  • accompanied by proof of purchase (the sales receipt or another acceptable form of proof of purchase).

Excluded products are:

  • clearance and sale products; 
  • products sold as seconds, floorstock, repaired products, or products that have a defect where this has been drawn to the customer’s attention before the purchase of the product;
  • upholstered and furniture products;
  • made to order products – products which are made to individual customer specifications, including custom made furniture products, or custom fabric products, which have to be ordered specifically for a customer. 

Items posted are at the customer’s cost and risk, and freedom shall not refund customers for any products that it does not receive, or that it receives which are broken or damaged.

Except as set out above, Artisanal Australia shall not provide a refund or replacement if you simply change your mind, unless Artisanal Australia chooses to do so at its absolute discretion.

If Artisanal Australia does accept such cancellation, the customer must pay an amount to Artisanal Australia which in Artisanal Australia  reasonable view reflects the loss that Artisanal Australia will suffer as a consequence of the cancellation (including but not limited to storage fees and any mark down). Artisanal Australia shall set off this amount against any moneys already paid to us by the customer for this product, and refund the balance. For any cancellation charges over and above what has already been paid to freedom, the customer must pay such amounts to Artisanal Australia request within 7 days.

For a change of mind order exchange, or partial return, we charge a $10 handling fee (which includes administrative and restocking costs), as well as a $15 re-delivery fee (if applicable). We will contact you when the re-delivery fee exceeds $15; re-delivery fees cannot be combined with any of our shipping offers if the order has already been shipped. The item must be returned in a saleable condition (unused, unopened, and with the packaging undamaged) at the customer's own cost and risk. If the order has not yet been shipped, we can process an order exchange. However, if the exchange value is 50% or less than the original value, the customer is responsible for paying the difference in the General Transaction Fee. Please refer to the "Changing a Processed Order" section for more details.

For a change of mind order cancellation, we will charge $20 plus general transaction fee plus original shipping fee^ when the order has been sent out. Customers are required to ship the item(s) back to us at their own cost and risk. This $20 fee includes admin cost, restocking costs. If the order has not yet been shipped, the fee will be the general transaction fee. All of these fees are charged by payment issuers and Artisanal Australia does not benefit from them. If the parcel is returned to us as "Return to Sender", customers will be charged an additional flat rate of $15.95 for the cost of returning it to our warehouse. Please see section "Redelivery Charges" for more information.

^Original shipping fee: The fee that customers pay for this order (applicable to orders with a value under $99). If your order's total exceeds $99 and you have availed of our shipping discount offer, kindly get in touch with us to ascertain the original shipping fee.

General Transaction Fee: (Calculate based on order value)
Credit Cards & Bank Cards 2.70% + $0.33, (MasterCard, Visa, Eftpos)
American Express 3.80% + $0.33,
PayPal 3.90% + $0.33,
Humm 7.90% + $0.33,
ZipPay 7.90% + $0.33,
Afterpay 8.95% + $0.33
Bank Deposit $0

Unauthorised Returns

Please be advised that Artisanal Australia shall not be liable for any unauthorised returns. It should be noted that Artisanal Australia does not provide refunds for unauthorised returns. If Artisanal Australia elects to accept such returns, the refund amount shall not exceed 40% of the original order value or the order value minus $50, whichever is lower. The item must be in a resalable condition, or no refund shall be issued.

Authority to Leave without Signature

ArtisanalAustralia.com.au provides customers the flexibility of allowing for parcels to be left without a signature with Authority To Leave. Please write a comment in the comment/delivery section at check out to provide us with authority to leave for your parcel. In some circumstances, authority to leave will be unsuitable including addresses with high foot traffic, locations with no protection from the weather and some apartments and units. Please note ArtisanalAustralia.com.au will not accept liability in any circumstance for any parcels that are deemed damaged, lost or stolen once delivered when they have been provided with authority to leave without a signature. 

Changing a processed order

In order to ensure orders are despatched as soon as possible to customers, all processed orders cannot be changed, amended or canceled after 60 minutes from the time order is placed. Please check your order confirmation email carefully that will be sent to your nominated email address in checkout to ensure all information is correct. Should you need to make any changes to your order, ArtisanalAustralia.com.au needs to be notified within 60 minutes of the order being placed by emailing hello@artisanalaustralia.com.au. Please note after the 60-minute time frame, no changes or cancellations are permitted. 

Redelivery Charges

Please note before ordering that refusal of delivery or subsequent return of an order to us by Australia Post defined as a "Return To Sender"  will be charged incur an additional flat rate of $15.95 for the cost of return to our warehouse. This charge is reflective of exactly what Australia Post charges us for this return service. The only exception from this fee is if a parcel is returned to us and ArtisanalAustralia.com.au deems the product as being faulty or damaged. If a parcel is marked by Australia Post or courier as "Return To Sender" because of any of these reasons and not limited to just these scenarios:

1. An incorrect address is provided by the customer during checkout, 
2. Customer refuses to accept delivery for a change of mind
3. Customer did not collect the parcel from the Post Office before it was returned to us, the flat rate fee of $15.95 will apply. If you would like the order to be sent back to you, you will need to pay an additional delivery fee based on the actual postage charges by Australia Post.

Auto Cancellation

For orders that have been "Returned to Sender" by Australia Post or a courier.  Due to a best before or expiry date, we will attempt to contact you at least two times within two weeks. If we do not receive a response from you or a solution within two weeks of the "Returned to Sender" date, the order will be deemed cancelled in accordance with our Change of Mind policy – change of mind order cancellation. This is because most of our goods come with a best before or expiry date.