Refund policy

Q: I've changed my mind - Can I cancel my order and get a refund?
A: Yes, that is fine, BUT it will depend on what stage your order is at.

If we have not made anything to do with your order yet - you will receive your refund less 10%. 
This is to cover costs we are charged when you place your order. When we refund you, we don't get these fee's back.
Eg. If your order was $100, your refund will be $90.

If we have already made your design but not cut/engraved/printed the item yet, then the refund will be less 10% as stated above, plus a $10 fee to cover design time we have already spent on your order.
Eg. If your order was $100, your refund will be $80.

If the item has already been cut/engraved/printed or posted, then unfortunately there are no refunds available for change of mind, sorry.

Q: My item arrived damaged, what happens now?
A:Oh bummer! I am so sorry to hear your item arrived damaged! That is never fun for anyone.
We take care packaging your items for a safe arrival, but please understand that once it is with the postal or courier company it is out of our hands with what happens. Australia Post for example accept parcels up to 22kgs, so at any one time you can have multiple parcels all weighing 22kgs each dropped on top of your parcel if it happens to be at the bottom of the pile. As you can imagine, things may possibly get damaged somewhere along the way across the country (or even across the world!) on its journey from me to you.

Please take a photo of your damaged items within 24 hours of the parcel arriving to you, along with a photo of the outside of the parcel too, and email them through to us: strachancreative@gmail.com
We can then work with you to get the situation sorted.

Q: My item arrived, and its not what I thought it would be. Can I get a refund?
A: If your item is for change of mind, and is from our standard range (eg, there is no customisation to it - such as our Weekly Planner), please get in touch with us to organise a refund. You will need to post your item back and in its original condition - eg, if it is an item that comes with a protective layer on it, it will need to be returned with this not having been removed already. The refund will fall in line with our refund policy stated above.

If your item has arrived, and is not what you ordered due to a mistake being made on the Strachan Creative end - please get in touch with us to organise a refund or replacement, we would love to be given the chance to correct our wrongs - we are only human after all.
Please make sure you get in touch with us, within 24hours of your parcel arriving to you.
Email: strachancreative@gmail.com OR use the Contact for on our website.