Shipping and Returns
Shipping Policy & Return
Because every Artisan Ornament is personalised and hand-made to order, your
order gets a little more love than a standard parcel. Here's exactly what to
expect.
Order processing (make time)
Each piece is hand-lettered especially for you, and we make orders in scheduled
batches so every ornament gets the same care and attention. How often we run a
batch changes with the season:
- January to September: orders are made and dispatched every 10 days
- October: every 5 business days
- November and December (our busiest time): every 3 business days
So depending on when your order lands in the cycle, please allow a little time
for us to create it before it ships. Once it's made, Express Post takes over
(below). We'll always work as fast as we can, especially in the run-up to Christmas.
Shipping within Australia
- Free Express Shipping on all orders over $89
- Orders under $89 are sent via Express Post for a flat rate, shown at checkout
- Once dispatched, Express Post typically arrives within 1 to 4 business days for
most Australian addresses (regional and remote areas may take a little longer)
Tracking
You'll receive a confirmation email with tracking as soon as your order is on its
way, so you can follow it to your door.
International shipping
We ship worldwide. Delivery times vary by destination (typically 7 to 21 business
days after dispatch). Any customs duties, import taxes, or fees charged by the
destination country are the responsibility of the customer.
Christmas delivery
Christmas is our busiest time, and we want your ornaments to arrive with plenty of
time to spare. To guarantee delivery before Christmas, we recommend ordering
2nd of December for Australia, and the 25th of November for international orders.
Orders placed after these dates will still be made and sent as fast as possible, but
pre-Christmas arrival can't be guaranteed. Our current cut-off dates are alwa
on our homepage.
Delays
Once your order leaves us, delivery is in the carrier's hands. While delays are rare,
we can't be responsible for postal delays outside our control (weather, peak-season
volume, and so on). If your parcel seems lost or significantly delayed, get in touch
and we'll help track it down.
Returns
Because every ornament is personalised and made just for you, we're not able to accept returns or exchanges for change of mind, so please double-check your spelling, size and colour before you order. If you're unsure about anything, email us first and we'll
happily help you get it right.
That said, if something isn't right, we've got you. If your order arrives dam
faulty, or we've made a mistake with your personalisation, we'll gladly repla
refund it. Just email us within 14 days of delivery with a photo and your order number, and we'll sort it out. Full details are in our Returns & Refunds policy.
Questions?
Email support@artisanornaments.com.au and we'll look after you.
