FAQ

3 days march

FAQ

Due to new VAT regulations, orders to the UK are currently suspended. Please do not order if you require delivery to the UK; your order will not be fulfilled.

From July 1st 2021 all EU orders of any value may be charged additional VAT and import fees upon arrival.

Please note that due to the global COVID-19 situation, shipping time estimates may not be accurate as there may be delays or suspensions with postal services worldwide.

As of 8th May 2020, all international orders are being charged shipping with tracking by default.

Click here to view the latest from Australia Post on international delivery delays and suspensions.


Where do you ship from?
This shop ships from Sydney, Australia. I ship internationally!

Do products ship with tracking?
As of 8th May 2020, all international orders are charged shipping with tracking by default due to the global COVID-19 situation.

Domestic orders within Australia (with the exception of washi tape orders) do not come with tracking. If you'd like to add tracking to your domestic order, please add the relevant product to your order.


How long will it take to receive my order?

Please note that there are significant delays to international order deliveries due to the global COVID-19 situation. Estimates given below are only relevant for normal situations. Please see the Australia Post website for the latest delay estimates to your destination country.

Under normal circumstances, domestic orders within Australia should take within 2 - 5 business days, or 1 - 2 weeks.

Under normal circumstances, international orders can take anywhere from 10 - 35 business days, or 2 - 7 weeks. As shipping times can vary greatly depending on your country, local postal service and custom clearance times, please allow a period of at least 35 business days from shipment date before flagging an order as possibly lost in transit. Select destination countries also take significantly longer to receive orders than others.

International orders placed with tracking generally have slightly faster shipping times. If you require even faster express shipping, please contact me directly for a separate quote and payment.

As of mid-January 2019 Big Cartel is now able to send shipping notification emails, so any orders made after that time should receive notifications when shipped. Additionally, orders made with tracking will receive separate shipping updates through Australia Post.


When do you ship?
All orders will usually ship within one week. Currently, shipping days tend to be either Thursday or Friday (AEST). I may miss one week if I am busy, but orders should ship biweekly at the latest unless otherwise stated elsewhere.

Items sold as a PREORDER will begin shipping on the date noted in the item description, and will be shipped in batches from that date. This means that depending on the number of preorders made ahead of your own, the shipping date for your own order may be one or two weeks out from the date listed in the item description.

If your order contains an item on preorder as well as others currently available, the order WILL NOT ship until all items are ready. If this is inconvenient, please make separate orders so that shipping may be calculated and charged separately.

I will always try to ship out all orders as fast as possible, but as I am only one person I appreciate your patience and understanding!


Can you package my order in a specific way?

All orders are usually mailed in bubble wrap envelopes for protection. Prints when bought alone whenever possible are also shipped with a backing board. Due to weight restrictions, books are not shipped with backing boards. I do however write "PLEASE DO NOT BEND" on all applicable orders.

If you require specific packaging, or extra backing boards, please contact me separately for a custom shipping and handling charge. Please note that I will not package your order in any special way if you simply request it via note on your order. Typically, special or extra packaging will weigh and cost more, and can in some cases more than double the shipping charge if it puts your order in the next weight class.


What is this store's return and exchange policy?
In the case where a shipped order contains incorrect goods or the fault is otherwise my own, I will do my best to offer exchanges, replacements (as long as stock is available) or a refund as appropriate. I unfortunately cannot accept returns/exchanges in any other instance (e.g. lost or stolen articles, damage during transit). Please note that refunds will incur a 20% service fee and are only available if a) the item has not been shipped, or b) the item is returned undamaged, and the item was not customised in any way. All return shipping fees are the responsibility of the customer.


Policy regarding VAT, customs & import fees:
All customs and import fees including VAT/etc. where applicable are the responsibility of the customer.

Big Cartel currently remits and pays taxes on orders to certain US states. This is applied at the time of checkout.

From July 1st 2021, the VAT exemption for orders not exceeding EUR 22 to EU member countries has been removed, and therefore all orders to the EU may be charged VAT upon arrival by your local carrier. The customer is responsible for this fee. No refunds/returns are available on the basis of a customer refusing to pay any additional VAT, customs or import fees.