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FAQ

GENERAL

Forgotten Pickups

If you have made an order in person at one of our kiosks and forgotten to pick it up, just go back any time during standard retail hours. Our staff will hold your order all the way up until the 24th of December.

Open Dates & Times

All of our kiosks open during different dates throughout the year - for a list of exact dates and locations, please see here


Our open hours Monday-Sunday are the same as in the shopping centre in which the respective kiosk resides. During extended trading hours please contact us via chat as sometimes our hours may vary.

In-store Pickups

Unfortunately we do not offer this feature. Orders to be picked up at one of our kiosks must be made in person at the same kiosk.

Faded/Worn Writing

We will gladly touch up any of our products, free of charge. Just bring it into any one of our kiosks - no receipt necessary.

ORDERING

Bulk Discounts

For orders over $500, please email us directly at enquiries@artisanornaments.com.au or contact us via chat and we will contact you with a custom discount amount.

Foreign Languages

For foreign languages in Latin alphabets, there is no extra cost – just enter in the text in as normal.


We can sometimes personalise with non-Latin alphabets (eg Chinese, Russian, German etc), however do so on a case by case basis and occasionally charge a surchage. Please email us at enquiries@artisanornaments.com.au with an exact image of the text to be written for a custom quote

Multiple Words

Since we charge per word, our word fields are designed to be for single words/names only.


If multiple words are placed into the same field (for example KevinAndAnn), the text will be written exactly as it appears (ie with no spaces, in one single line - even if something like “put spaces between names” is written in the Add Comments field)

Custom Images

Unfortunately we cannot paint custom images or include photos on our baubles.

Writing Variations

Since our personalisation is done entirely by hand, writing can vary from writer to writer and we cannot guarantee it will be 100% identical to the display photo, or to previous orders you have received.

Image Variations

All our baubles are 100% mouth blown glass and painted by hand. For this reason, slight variations exist between the same products exist. The differences should only be very minor and do not affect the quality of the product in any way.


In the same way, the bauble diameters may vary by a few mm from their listed size.

SHIPPING

Delivery Time

During November and December orders are shipped every Tuesday and Friday - from there on, shipping times are dependent on Australia Post.


During January - October, orders are shipped once every 2 weeks (usually on the 1st and 15th of every month).

Shipping Costs

We charge a flat shipping fee of $9.99 for non-bulky orders under $99, and offer free standard shipping for non-bulky orders over $99.


Express shipping is $15.95 flat for non-bulky orders.


Shipping prices for corporate and bulk orders are quoted individually.

Receiving by Christmas

Order must be placed by 5pm on the 18th of December to arrive by Christmas via standard shipping, or by 5pm on the 21st of December to arrive by Christmas via express shipping (this excludes bulk orders which take longer to complete and deliver)


After these dates we cannot guarantee your order will arrive by Christmas

PAYMENT

Payment Methods

We accept Visa, Mastercard & Afterpay through our secure online payment system.


We do not accept American Express or Diners Club cards.

Website Security

When purchasing from Artisan Ornaments your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. 128-bit SSL encryption is approximated to take at least one trillion years to break, and is the industry standard.


If you have any questions regarding our security policy, please contact us at enquiries@artisanornaments.com.au

GST & Currency

All prices shown are in Australian Dollars (AUD) and prices are inclusive of a 10% GST surcharge on purchases.

RETURNS AND EXCHANGES

Wrong Details

Please email us as soon as possible at enquiries@artisanornaments.com.au with "URGENT - DETAILS CHANGE" in the subject field, and the order number and detail change written clearly in the email (Eg Change Red writing to Gold, Thomas to Tom). If your bauble has not yet been personalised, we will gladly make the change for you.


Unfortunately we cannot make changes to orders that have already been personalised. It is the customers responsibility to ensure that all details entered are correct - we will not take any responsibility for errors or omissions on the customers end, and will fill out orders exactly as the details are provided to us.

Broken Arrivals

We ensure that all our products are packed and handled with the utmost care, however, in rare circumstances damage can occur during transit. In the event of a product arriving broken, please take a photo of the product within 48 hours and send through to enquiries@artisanornaments.com.au. Replacement orders unfortunately cannot have the details changed (design, colour, name etc) from the original broken order.

Refunds & Exchanges

Please choose carefully. Note that this is a personalised item and writing may differ from that which is shown in pictures. We do not normally give refunds if you simply change your mind or make a wrong decision. You can choose between a refund, exchange or credit where goods are faulty, have been wrongly described, are different to the product purchased on the website or don’t perform as advertised.