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Shipping, Orders & Returns

 

Thanks for shopping at Array of Whimsy!

We hope to answer any questions you have below, if there’s something we’ve missed feel free to contact us anytime – we’re always happy to help!

Shipping

 
How long does shipping take?

 The quoted timeframes below are a guide only. These times do not include order production time.


Australia

Orders are sent with Couriers or Australia Post. Typical delivery time to most capital cities is 3-7 days and to most regional areas within 8-10 days.

INTERNATIONAL DELIVERY:
Please note that these timeframes don’t include any customs delay at either end.

New Zealand
Orders to New Zealand are sent via courier or Australia Post. Typical delivery timeframes are 3-5 business days but may take longer due to processing or customs delays.

Rest of the World
All international order are sent via courier or Australia Post. Typical delivery to the rest of the world range from 5-14 business days.

How is my order posted?

We use couriers and Australia Post, chosen at our discretion. All Australian orders include parcel tracking to your door via courier or Australia Post (unless a non tracked option is selected at checkout). Tracking details will be provided directly to you from the courier service. PO Boxes & Remote areas will be sent via Australia Post.

Free Shipping Items will be posted via a method chosen at our discretion. In most cases this will be Australia Post. 

New Zealand and the Rest of the World

Orders everywhere else are sent via Australia Post and will include tracking.

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

Re-Delivery

Not all drivers will leave a card at your door after an unsuccessful delivery attempt, so we highly recommend keeping an eye on your online tracking.

If for any reason a parcel has been returned to Array of Whimsy a re-delivery fee of $10 will apply. It is the customers responsibility to ensure address provided is correct and can be delivered to within business hours. In the event that no one is home to accept a parcel, it is customers responsibility to collect from Australia Post Offices or Courier Collect agents (where applicable), or be available to receive upon re-delivery. If the customer chooses not to get the parcel redelivered, unfortunately we cannot issue refunds.

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

Please check our current timeframes and contact us prior to ordering if your event date is close to our current dispatch timeframe. We can then confirm for you whether its possible to prioritise your order.

Please note that providing a date helps us dispatch your order but is not a guarantee of delivery. We will do our best to dispatch your order in a timely manner, but we cannot control what happens once the order leaves our premises so no refunds will be given for ‘late arrivals’. We understand that some events are being planned last minute so we’re always happy to accommodate urgent orders where possible provided you contact us prior to ordering. 

Orders

How long will my order take?

While we are not closing over the holiday period, we will be taking some time out with our family over the holiday period. For this reason orders may take a little longer than usual. Orders placed after the 26/11/22 may not be received until the New Year. If you require anything urgently during this time please contact us.

Dispatch timeframes below are a guide only and do NOT include delivery time. Public holidays may increase dispatch timeframe.
Timeframes may increase during the peak seasons. 

If you require your items urgently please contact us prior to ordering. We’re always happy to help if we can.

Most orders are usually processed within 2 weeks (with the exception of peak seasons) for your items to be created with love, carefully packaged and sent. While we can usually dispatch sooner than the stated time frames, we prefer to under promise and over deliver allowing us a little ‘wriggle room’.  Please note that the stated timeframes may increase during peak seasons (such as Valentines Day, Mothers Day, Fathers Day, Easter, Christmas etc.)

The timeframe on your order largely depends on where we’re at in our production schedule and on the type of item/s you are ordering. Some items may be sent within a couple of days, whereas other items will require the full timeframe. Please contact us if you need something fast – we can usually accommodate rush orders!

Shipping notifications will be sent when your order is complete.

Production of your unique piece takes time and requires a number of processes. We like to make sure a high standard is maintained with all our creations. Each piece has to be designed, machine cut and then finished by hand – all by myself in my Dubbo studio. 

I need it now! Do you do rush orders?

We understand that sometimes you just need it NOW! We always try to help when we can, but it is not always possible. In some cases you will need to pay our rush order fee of $15. However please get in touch before ordering to confirm if the fee would be applicable to you and if your timeframe is possible. Please bear in mind that at all times we have an order queue, and we are busily working hard to process all orders so we cannot always prioritise a rush order, but when we can help we will!

Can I cancel my order?

Please check your order details and our production timeframes before checking out an order, because once an order is placed and confirmed we cannot accept cancellations. Where no work has been commenced on your order, we may be able to cancel your order and offer a STORE CREDIT only. In some circumstances if a cancellation is accepted and refund needs to be issued, a 10% cancellation & admin fee applies. If we approve an order cancellation once work has commenced, we reserve the right to retain a percentage of the order value depending on the amount of work that has been done on the order.

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

In the case that your item is faulty, damaged upon arrival or items are missing from your order please contact us within 48hrs of delivery. For damaged or faulty items we will need photos emailed to us to verify the fault/damage.

 

Faults: In the case of faults, if we can verify that the item was faulty we will dispatch a replacement as soon as possible.

 

Damaged items: For items damaged in transit, please follow directions below for damage claims.

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

We recommend inspecting your items prior to removing from packaging. If your items have been damaged in transit we suggest taking a photo of the damaged item along with the packaging.

 

Deliveries via Australia Post:

Australia Post require the recipient to make the claim for damaged items. To submit a claim for compensation from Australia Post. We recommend lodging your claim within 48 hours of delivery via the link above. Compensation claims can only be made within 30 days of delivery. 

Once your claim has been lodged, please email us your claim/reference number and photos of the damage. We will keep you updated with any information Australia Post provides us and advise whether a replacement or repair is possible.

 

Deliveries via Courier:

Please take photos of the damaged item along with the packaging and email to us within 48hours of delivery. Damage claims beyond this timeframe cannot be accepted. We will then advise you of the next steps and whether a replacement or repair is possible. 

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

Sorry, we unfortunately cannot apply discount/promo codes after an order has been placed. Please make sure you apply any codes to your cart before confirming your order.

Returns and Refunds

 
Do you offer refunds?

Customer satisfaction is our number one aim so should you have any concerns regarding your product please get in touch straight away.

Our best method of contact is via email, as a work from home mum I cannot always attend to phone calls.

arrayofwhimsy@gmail.com

Custom Made Product Return

As each personalised or custom product is made to order we cannot cancel, alter, re-do or refund orders once production has commenced. Refunds are not available for change of mind or late arrival of items. In the case of incorrect details provided by you or change of mind please contact us ASAP to seek production status. 

If you have any questions just ask, we’re here to help!

 
What happens if my item is faulty or arrives damaged?

In the case that your item is faulty or damaged, please contact us within 48hrs of delivery. We will need photos emailed to us to verify the fault/damage. If we can verify that the item was faulty we will dispatch a replacement as soon as possible.

For damage in transit claims photos must show the item in it’s original packaging and protective films intact (if applicable). Please keep all packaging sent with your item.  If an item has been removed from it’s packaging you may not be eligible for a replacement. 

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

Please handle all items with care. Acrylics are particularly fragile and must be handled carefully. We cannot be held responsible for accidental damage due to mishandling. Please ensure you use a quality product to mount your items, for example 3M mounting tape or picture hanging strips, as we unfortunately cannot offer replacements for damage due to falling or mishandling. For more information see our Product Care page.

Our products are not designed to withstand being dropped, bent, placed under pressure or handled roughly. Look after your goodies and they will last for many years.

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