///// ☾ Next shop update ~ Thursday September 24 @ 7pm AEST! ☾ /////

Store Policies

COVID19 UPDATE:

Please note that there are currently significant delays with Australia Post estimated delivery times, particularly for international packages.

Before placing an order, please keep in mind that once your package leaves my studio and is on its way to you, we are at the mercy of Australia Post. All orders come with tracking, however we are also seeing some delays in scanning by Australia Post, meaning tracking numbers are not being updated with real-time info. Again, mostly with international packages.

Unfortunately, I am not able to refund or replace any packages lost, damaged or delayed by Australia Post, so if you're concerned about the risk, please do not place an order.

Thankfully, despite some delays, lost packages are not a regular occurance so please be patient if you are waiting for your package to arrive. Always feel free to let me know if your package has not arrived within 2 weeks for domestic orders and within 1.5 months for international. I will do everything possible to chase it up with Australia Post, and I'd encourage you to also lodge an enquiry at your end, should this occur.

Thanks! ♡♡♡


SHIPPING TIMES:

While most orders ship within 5 working days, please be aware it can take longer during busy periods. Please note changes and add-ons to existing orders can add extra processing time. I'll usually notify anyone affected by extended wait times, but if you're concerned just drop me a friendly email. Please keep in mind I'm a one-woman show and everything is done with my 2 little hands, so please do be patient (and friendly) with me - I'll always do my best to ship as quickly as I can ♡ ♡ ♡ If you need your beautiful new pieces for an event or special occasion, please do email me in advance or add a note to your order and I'll try my best to get it to you in time!

Please note, I'm not currently able to refund additional shipping after checkout, so please checkout in one transaction if you'd like to save on shipping. Alternatively, if you have an open order you'd like to add to, contact me for a combined shipping code to use when checking out on any additional orders to be combined. Orders can only be combined when shipping to the same address.

Please ensure all of your contact details, including postal address and email address are entered correctly to ensure you receive your order and any shipping updates. If your email is entered incorrectly you will not receive shipping updates. Remember to check your spam/junk folder if you can't find your shipping notification.

PRE-ORDERS:

Please note that items listed as pre-order will not ship until the pre-order period has finished (please see individual item listings for more details).

CUSTOMS + COLLABS:

I LOVE working with other makers! If you're a shop or designer wanting to work with me on something unique, please do get in touch. 

I also love custom pieces! Although not an option for everyone's budget, if you've got something fabulous in mind that you absolutely need to have, get in touch and let's chat!

REFUNDS/EXCHANGES/DAMAGED OR INCORRECT ITEMS:

I am unable to offer refunds or exchanges for any reason apart from faulty or incorrect items, sorry. Please don't ask for a refund if you change your mind as I won't be able to say yes and I much prefer bringing cheer than bad news! Swaps can sometimes be arranged if the item hasn't shipped yet, but once shipped and received I am unable to exchange.

If something arrives damaged or incorrect, please let me know as soon as possible so we can talk options.

I am unable to refund additional shipping if you choose to check out multiple times, however I'm happy to offer a credit toward your next order if you contact me. If you don't wish to pay multiple shipping, please be sure to check out with all items in one transaction, or contact me for a combined shipping code before shopping :)

PLEASE REMEMBER:

These are hand-made items, so while great care is taken in the creation of each piece, each comes with its own unique quirks. Slight imperfections are all part of shopping hand-made, and these pieces are designed to be loved and embraced with all their little unique details.

Also, please remember there is a real person behind this store, I'm a maker and a wife and a sister and a friend (and many more things too! Yay me!). I'm a nice human and always strive to provide quality work and friendly service, so please be nice to me in return. Things happen, but it's never life-or-death, so if you have any issues at all with your order just drop me an email so we can have a chat. It's super easy to be kind and it's what keeps our little creative community thriving! ♡

STILL GOT QUESTIONS? OR JUST WANNA SAY HEY? 

Please email helloshibuyamoon@gmail.com