Postage
Please make sure you purchase your order with more than enough time before your special event.
Please take into account our turn around times, which is seperate from posting times.
The time it takes to get to you once posted will depend on both the postage option you choose at the checkout (eg Regular or Express) and also how busy the delivery network is (eg. peak periods such as Christmas may be on the longer side for delivery).
Postage delays are out of our control - once it is out of our hands, we put our full trust in the couriers and postmen to get your order to you.
Items with Express Post purchased will not necessarily be made first - but will significantly reduce the time it takes in the post while on transit to you. If Express Post is selected, please note you are only choosing an express type of postage and not an express made order.
We post with Australia Post, Couriers Please and Amarex.
Your orders are posted from Perth, WA.
WITHIN AUSTRALIA
All items are sent with tracking numbers, unless you choose 'Regular Post (untacked)' at the checkout for our smaller items.
Regular post generally takes between 2-10 business days.
Express post generally takes between 1-3 business days.
If you are outside of Australia Post's Express Post regions, this time may be slightly longer.
INTERNATIONAL POSTAGE
We post worldwide.
If the item you are trying to purchase is saying it can not be posted to your country - please get in touch with us, and we will happily get a quote for you and set the website up for your location so you can complete your order.
FAILED DELIVERY
In the event that the tracking does not show a successful delivery, or not tracking any further than its last scan - we will lodge an investigation with the postage company or courier, and work with them to sort the situation out. If they deem it as lost then we will replace your items for you.
In the event that the tracking shows it has been delivered successfully but you have not received your goods - We will lodge an investigation with Australia Post and work with them to sort the situation out. If they deem it to be a successful delivery due to GPS co-ordinates of the driver at your address, or photographic evidence of safe drop - then we will not replace the items. In this instance, we suggest lodging a stolen goods report with the police.
If you selected a postage type that was not tracked (eg. our $4 Regular Post Untracked, which is an option on smaller items), we offer no insurance for lost items as we are unable to see if these types of parcels were delivered or not due to there not being any tracking on them. Orders that get lost in the post purchased with this type of purchase will not be replaced free of charge.
We offer this cheaper option for those trying to keep costs within a budget, but they do come with the risk of the above. We always suggest choosing the tracked options (Regular Post Tracked, and Express Post) for those wanting a little peace of mind.
DAMAGED PARCELS
If your order arrives damaged, please email strachancreative@gmail.com within 24 hours of receiving the parcel. Please include a photo of the outside packaging of the parcel, and photos of the broken item/s.
If the order was sent via Australia Post to you - they will need you as the receiver to lodge the damage claim directly with them - they will not work with us as the sender for damaged parcels (its a bit silly, i know!)
We will then try work with you to give you the solution that works best for you out of the following: a store credit for a future purchase, or to have the item remade if there is enough time to get it to you before the event date.
PICKUP
Pickup is available 24/7 from Burswood 6100 WA. Please select this option at the checkout. Once your order is ready, you will receive an email with collection details.