INTERNATIONAL SHIPPING
At the moment, we can only offer shipping within Australia as there are a lot of requirements involved in sending your treasures safely overseas. However, if you're interested in shipping outside of Australia, please feel free to let us know where you're from using the contact page. We will be working on getting international shipping up and running ASAP!
AUSTRALIAN SHIPPING
We offer standard delivery across Australia through AusPost. Items typically ship once a week on a Saturday, so keep that in mind when placing your order. Once your order has been processed and shipped, you will be sent a tracking number to view your package's delivery journey.
RETURNS
At Make Strange, we take great pride in customer satisfaction and are committed to ensuring that you are happy with your purchase. This policy outlines how we will handle refunds, repairs and replacements on eligible items, as well as which items may be eligible for refund, repair or replacement under Australian Consumer Law.
1. Your Rights Under Australian Consumer Law
Under the Australian Consumer Law (ACL), you are entitled to a remedy if the product you receive is:
- Faulty or damaged upon arrival.
- Not fit for purpose or not as described.
- Does not match a sample or demonstration model
2. Custom Orders
All custom orders are made to your specifications, including custom designs, colours, and other personalised details. Due to the nature of custom orders, they are generally non-returnable unless the product is faulty or not as described. You will be provided with opportunities to discuss the design of your custom piece before confirming your order, as well as opportunities to approve colours and shapes throughout the design process to ensure that you are satisfied with the final product.
3. Faulty or Damaged Items
If you receive a faulty or damaged item, please take photos immediately and contact us within 7 days of receipt. Depending on the situation, you may be eligible for either a refund, replacement, or repair.
You may be eligible for a refund or replacement if:
- The item you receive is significantly different from the product description
- The item was damaged significantly during delivery
- The item has major defects that were not disclosed in the product description
You may be eligible for a repair if:
- The item has minor defects that were not disclosed in the product description
4. Change of Mind
As many of our items are custom made, or made to order, we do not accept returns or provide refunds for change of mind or if you made a mistake when placing your order (e.g., wrong colour, incorrect engraving). Please ensure all information is correct before confirming your order.
5. Incorrect Orders
If we make an error in your order (e.g., wrong design, incorrect engraving), please contact us immediately. We will resolve the issue at no additional cost to you by offering:
- A replacement.
- A repair, if applicable.
We will require details of the error and may request photographs or other evidence to help us resolve the issue quickly.
6. Refund Process
Refunds will be processed in accordance with your rights under Australian Consumer Law and will be issued to the original payment method.
Refunds for faulty or damaged items will be processed as soon as possible once the returned item has been inspected.
7. Shipping Costs
For faulty or damaged items, we will cover the cost of return shipping.
For returns due to other reasons, customers are responsible for the return shipping costs.
8. How to Make a Return/Refund Request
To initiate a return or refund request, please follow these steps:
Contact us at [email protected] within 7 days of receiving the item, providing the following information:
- Proof of purchase.
- A clear description of the issue (faulty, damaged, incorrect).
- Photographic evidence of the issue (if applicable).
We will provide you with instructions for returning the item (if necessary) and will either arrange a replacement, repair, or refund.
Once the returned item is inspected, we will process the appropriate remedy as per ACL.
9. Contact Us
If you have any questions or concerns about our return and refund policy, please contact us at [email protected]