Shipping Policy

SHIPPING POLICY

Every piece we send is made to order, just for you. Here's exactly how your order gets from us to your door, and what to do if something doesn't go to plan.

HOW IT WORKS

1. Made to order
Nothing we send is sitting on a shelf. Once you place your order, your piece is made to order in the print you chose by our production partner. This usually takes a few days.

2. Shipped with tracking
When your order is ready, it's sent to you from our production partner overseas with full tracking. We'll email you your tracking link as soon as it's on its way.

3. With you in about 12 to 19 days
Most orders arrive within 12 to 19 days of being placed. Remote and regional areas, public holidays and busy times of the year can add a few extra days.

All delivery times are estimates, not guarantees. Once your order has left us, delivery times depend on postal and courier services, and we can't be responsible for delays caused by them or by events outside our control, such as severe weather, strikes or customs inspections.

SHIPPING COSTS

Shipping is free on every order to anywhere in Australia, with no minimum spend.

ORDERING FOR A SPECIAL DATE

If you need your order by a particular day, such as a birthday or a holiday, we recommend placing it at least 19 days beforehand. We always do our very best to get it to you on time, but we can't guarantee a specific delivery date.

CHANGES TO YOUR ORDER

Because every piece is made to order, production begins shortly after your order is placed. If you need to change your print, size or address, please email us within [12 hours] of placing your order. After that, we may not be able to make changes.

TRACKING YOUR ORDER

You can follow your order at any time on our tracking page:
https://wendysusan-brisbane.com/apps/parcelpanel

Just enter your order number and email address. Tracking details can take a few days to start updating once your parcel has left. This is completely normal for international parcels.

TAXES AND DUTIES

[Our prices include GST, and there are no extra customs or import charges to pay when your order arrives.]

HOW YOUR ORDER ARRIVES

Every order is carefully packed to keep it safe on its journey. Packaging can vary depending on the product and the size of your order.

Our laundry baskets are soft quilted fabric, so they usually travel compressed or vacuum-packed and may arrive a little flat. Simply shape the basket gently with your hands and pop a few towels or clothes inside, and it will hold its shape beautifully. This is normal and is not considered a defect.

ORDERS WITH SEVERAL ITEMS

If you order more than one piece, your items may arrive in separate parcels and on different days, as each one is made to order. You'll receive tracking for each parcel. Please wait until all parcels have arrived before letting us know that something is missing.

IF SOMETHING GOES WRONG

Delayed orders
If your order hasn't arrived within 25 days of being placed, please email us with your order number and we'll look into it.

Lost parcels
If a parcel appears to be lost, we'll first open an investigation with the carrier, which can take up to [10 business days]. If the carrier confirms the parcel is lost, we'll send you a replacement or give you a full refund. Claims for lost parcels must be made within [45 days] of placing your order.

Damaged in transit
If your order arrives damaged, please email us within [7 days] of delivery with your order number, photos of the item and photos of the packaging. Please keep the item and packaging until we've reviewed your claim. Once confirmed, we'll send a replacement or give you a refund.

Delivered but not received
If your tracking shows your order as delivered but you can't find it, please check your mailbox, around your property, with neighbours and with your local post office first. Then email us within [7 days] of the delivery date and we'll open an investigation with the carrier. Where the carrier confirms delivery to the address provided, we may not be able to offer a replacement or refund, but we'll always do our best to help.

YOUR DELIVERY DETAILS

Please make sure your shipping address and contact details are complete and correct before placing your order. We aren't responsible for orders delivered to an incorrect or incomplete address provided at checkout.

If a parcel is returned to us because of an incorrect address, because it wasn't collected from the post office, or because delivery was refused, we'll be happy to resend it once you confirm your details, and the cost of resending will be covered by you. If you'd prefer a refund instead, the refund will exclude the original shipping and return costs we've paid.

ORDER SECURITY

To protect our customers, we may review, hold or cancel any order that appears to be fraudulent or unauthorised. If we cancel your order, you'll receive a full refund.

QUESTIONS

If you have any questions about your order, write to us at info@wendysusan-brisbane.com. A real person reads every email, and we usually reply within a few hours[, Monday to Friday, 9 am to 5 pm AEST].

Nothing in this policy limits your rights under the Australian Consumer Law.