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Shipping

 

How long does shipping take?

Please be informed that the estimated shipping timeframes provided below are intended as a general reference only. These estimates DO NOT include the time required for producing your product.

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Australia: For deliveries within Australia, orders are dispatched through Couriers Please or Australia Post. Generally, expect deliveries within 3-7 days for major cities and within 8-10 days for regional areas.

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International Deliveries: Kindly note that the timeframes mentioned do not consider any potential delays in customs clearance at the respective endpoints.

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New Zealand: Shipments to New Zealand are managed via courier services or Australia Post. Typically, deliveries take approximately 3-5 business days, although certain situations may cause variations due to processing or customs holds.

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Rest of the World: All international shipments are handled through courier services or Australia Post. Expected delivery times to other global destinations typically span from 5-14 business days.

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How is my order posted?

We take care of shipping your order using reliable couriers and Australia Post, picking the best option for you. With all orders within Australia, we make sure you can track your parcel right to your doorstep through the courier or Australia Post, unless you choose a different option during checkout. Don't worry, we'll share all the tracking details with you. And for those tricky PO Boxes and far-off places, we trust Australia Post to get your package to you.

Our Free Shipping Items are sent out in a way that we think works best, with Australia Post usually doing the honours. As for our friends in New Zealand and the rest of the world, your orders will journey to you via Australia Post, complete with tracking so you can follow along.

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What happens if my order is returned due to non-delivery?

If, by chance, your order finds its way back to us, it's important to stay on top of the online tracking. If we have to send it back out to you, there will be a re-delivery fee of $10 will apply, so double-check that your address is spot on and someone can welcome the delivery. If you're not around when the parcel calls, no worries, just pop by the nearest Australia Post Office or Courier Collect agents, or we can try sending it out to you again. Unfortunately, refunds won't be possible if the parcel takes a detour by your place.

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My item is for a special occasion and required by a specific date, how can I let you know?

Got a special event coming up and need your order by a specific date? Give us a heads-up before placing your order, so we can see if we can speed things up for you. While we'll do our best to get your order out in time, we can't guarantee delivery dates once it's out of our hands, so no refunds will be given if your order arrives late. But hey, we totally get those last-minute plans, so if you're in a rush, let us know beforehand, and we'll see what magic we can work up for you.

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Orders

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Do you do rush orders?

We get it, sometimes you need something right this minute! While we're always up for a challenge, rush orders aren't always a walk in the park. In certain cases, a small rush order fee of $15 may be necessary. Feel free to reach out before placing your order to chat about your timeline and any additional fees. We have lots of orders to juggle, but we promise to do our best to help you out as much as we can.

 

How long will my order take?

As the holiday season approaches, we wanted to let you know that while we won't be closing shop, we'll be taking some time off to unwind with our loved ones. This means that orders might take a tad longer than usual. If your order is placed after the 26th of November, please expect delivery by the New Year. Should you need something urgently during this time, please don't hesitate to reach out to us.

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The timeframes provided below are more like friendly reminders and don’t include the time it takes for your package to reach you. Keep in mind that public holidays and busy seasons may stretch these timeframes a bit. In case you need your items pronto, just drop us a message before ordering. We're here to help in any way we can. Typically, we aim to process most orders within 2 weeks (excluding peak seasons), ensuring that each item is crafted with care, thoughtfully packaged, and sent on its way with the utmost love. While we strive to dispatch sooner than expected, we like to have a bit of wiggle room. Please be aware that during peak seasons like Valentine's Day, Mother's Day, Father's Day, Easter, Christmas, and other bustling times, our timeframes might stretch a bit.

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The timing for your order really depends on where we are in our production schedule and the type of items you've chosen. Some items may be ready to go in a couple of days, while others may need the full timeframe. If you're in a rush, let us know, and we'll do our best to accommodate your request!

 

You'll receive cheerful shipping notifications once your order is all set for its journey. Please bear in mind that creating your one-of-a-kind piece takes time and care. Every design is meticulously crafted, machine-cut, and hand-finished in my Dubbo studio with great attention to detail.

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Can I cancel my order?

Before finalizing your order, we want to encourage you to take a moment to review your order details and our current production timelines. Once your order is confirmed, we unfortunately can't process cancellations, but if work on your order hasn't started, we may be able to consider canceling it, offering you a store credit in return. In certain situations where a cancellation is warranted after confirmation, there may be a small 10% cancellation and administrative fee involved. If we agree to cancel an order in progress, we may need to retain a part of the order value based on the work completed so far.

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What happens if my item is faulty, arrives damaged or items are missing?

If you receive an item that's faulty, shows damage upon arrival, or if any items are missing from your order, please get in touch within 48 hours of delivery. For damaged or faulty items, sending us some photos can help us better understand the situation.

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For Faulty Items: If we confirm an issue with your item, we'll make sure to send you a replacement without delay.

For Damaged Items: In the unfortunate event of items damaged during transit, kindly refer to the steps below for guidance on how to report damage.

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I have received my item damaged, what do I do?

If you receive a damaged item, our recommendation is to first check its condition before unwrapping it. In case of damage in transit, snapping photos of the damaged item along with its packaging can provide us with helpful visuals to assist you further.

 

Assistance for Damaged Item Claims Processing

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For Deliveries via Australia Post: Australia Post expects recipients to take the lead on claims for damaged items. To kick start a claim for compensation from Australia Post, we recommend starting the process within 48 hours of receiving your shipment through the provided link HERE. Once you've lodged your claim, please share your claim/reference number along with photos of the damage. We'll work alongside you, updating you on any developments and exploring options for replacement or repair. 

For Courier Deliveries: Should your item arrive damaged via courier, please email us photos of the damaged item and its packaging within 48 hours of delivery. Regrettably, we can't accept damage claims beyond this timeframe. We'll guide you through the next steps and determine if a replacement or repair is feasible.

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I forgot to use a promo code when I checked out, can I get a refund for the difference?

We understand that promo codes can slip our minds! However, once an order is placed, we are unable to retroactively apply any discounts. To make sure you benefit from any applicable codes, remember to input them before finalizing your order.

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Returns and Refunds

 

Do you offer refunds?

Here at Array of Whimsy, your satisfaction means the world to us. If you ever have any concerns about your product, please don't hesitate to reach out to us right away. The easiest way to get in touch is by sending us an email at arrayofwhimsy@gmail.com. Please understand that as a work-from-home mom, I might not always be available to take phone calls.

 

Please keep in mind that once personalized or custom-made products enter production, they cannot be canceled, altered, redone, or refunded. We don't offer refunds for changes of heart or delayed deliveries. If you realize there's been a mistake or if you've had a change of heart, please contact us as soon as possible to check on the production status. Remember, we're here to help with any questions you may have!

 

What happens if my item is faulty or arrives damaged?

If you receive a faulty or damaged item, please let us know within 48 hours of delivery. Simply send us photos showing the issue so we can quickly verify the problem. Once we confirm the fault, we'll send out a replacement right away. For any damage during transit, please ensure the photos show the item in its original packaging, with any protective films still in place. Hang onto all the packaging that came with your item—unpacking the item may affect your eligibility for a replacement

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My item fell off the wall and is now damaged, can you replace it?

Your items are crafted with care, and we hope you'll handle them with the same love. While acrylics are delicate, mishandling accidents can happen. Unfortunately, we can't replace items damaged due to falls or rough handling. We recommend using top-quality mounting products like 3M mounting tape or picture hanging strips. Remember, our products are designed to last for years with a little care. Remember, our small team at Array of Whimsy is always here for you. If you have any more questions, just ask—it's what we're here for!

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