Refund and Shipping Policy

Refund Policy

Our returns policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

 

Change of Mind

 

If for some reason you are unable to progress you must notify us within 24 hours of paying to receive a full refund. Please note that purchases are final and we do not offer complete refunds on Custom Artwork once drawing process has started.

Please remember we want you to be 100% satisfied with your purchase so we offer 2 stage proofing with our detailed portrait drawings, first is a digital or hand-sketched mock-up of the brief to approve placement and overall design. The second is of the completed handmade artwork prior to shipping. We will work together for however long it takes to ensure the customer is satisfied.

Change of mind orders may be subject to a small transaction fee depending on the payment provider used.

Existing account balances cannot be redeemed for a cash or credit refund.


Additional non-returnable items:

  • Gift cards

  • Downloadable products


To complete your return, we may require a receipt or proof of purchase.

Refunds on shipping damaged products (if applicable)

 

Unless the portrait is deemed a genuine postal fault, exchanges and refunds will not be provided after use. For shipping your portraits we will require a photo of both packaging & damaged product, this will be used to claim insurance with the shipping agency. We will send you an email to notify you that we have received photos of a damaged package & product. You will be given an option for a refund or product redone and shipped.

If you are approved for a refund, then your refund less any transaction fees (varies depending on payment method) will be processed.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company's turnaround for refunds, it may take some time before your refund is officially posted.

There is often some processing time before a refund is posted. If no refund has been processed after 5 business days please contact your bank. 

If you’ve done all of this and you still have not received your refund yet, please contact us via email at tamsportraits@outlook.com


Exchanges (if applicable)

 

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, contact us.

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Shipping Policy

 

How much does shipping cost?

 

Australian Shipping:

 

 

 

 

 

 

 

 

 

 

 

 

Free Local pickup is available for customers in the Newcastle region, this is privately arranged with Tamara Burnett through email at tamsportraits@outlook.com during your portrait process. 

Local Newcastle Delivery - Fixed ​$10.00AUD

International shipping - Fixed $20.00AUD per kilogram. 

 

 

How to Track Your Shipped Order:

Once you have received your confirmation email from us including your tracking number, follow the steps:

How to track your Portrait Shipping via the website: 

1.    Go to the Australia Post track-search page at

https://auspost.com.au/mypost/track/#/search

2.    Enter in or copy and paste the last 10 digits of your tracking number from this email (highlighted above).

3.    Select the ‘Track’ button in red.

4.    The response should provide an update of where your parcel is currently located within Australia Post’s locations.

5.    Please allow 1-3 business days for Express Post, and 3-6 business days for Standard Post.

6.    If the Australia Post website doesn’t produce any results on the status of your shipping you may need to contact them via phone or in person. If you are having any troubles that cannot be resolved with Australia Post, please contact me and I will assist you.

How to track your Portrait Shipping via the Mobile App:

1.    Go to the Australia Post app on your mobile or tablet device, or download it for Free from the Apple or Google Play Store by searching “Australia Post”.

•    Google Play Store for Android Mobile Phones and Tablets:

https://play.google.com/store/apps/details?id=au.com.auspost.android&hl=en_AU

•    Apple Store for Apple iPhones and iPads:

https://apps.apple.com/au/app/australia-post/id380897313

2.    Select the + Plus icon in red down in the bottom-right corner of the app screen. 

3.    Enter in or copy and paste the last 10 digits of your tracking number from this email (highlighted above) and select the ‘Add’ button.

4.    The response should provide an update of where your parcel is currently located within Australia Post’s locations.

5.    Please allow 1-3 business days for Express Post, and 3-6 business days for Standard Post.

6.    If the Australia Post website doesn’t produce any results on the status of your shipping you may need to contact them via phone or in person. If you are having any troubles that cannot be resolved with Australia Post, please contact me and I will assist you.

 

 

How is my order dispatched and delivered?
 

We currently ship all orders via Australia Post (based on your nearest city or region) and retain tracking details for monitoring throughout the entire process.

How long does it take?
 

For Originals and products ready upon purchase:

After your order is placed, please allow 1-2 business days for Express Post, and 2-6 business days for Standard Post.

For Custom Portraits made to order:

After your order is placed, the portrait process on average takes around 2-3 weeks. Depending on your portrait size and design changes along the journey, this may take longer. Once complete you can expect to receive your order on average within please allow 1-2 business days for Express Post, and 2-6 business days for Standard Post for Australian customers. For International orders, shipping may take from 3-5 weeks.
Delivery times may vary from time to time e.g. during sale or holiday periods.

Please note that if we request a new photo of your pet or you request changes to your order this will lengthen the production and delivery time change requests to your order will not be accepted once production has commenced.

For Local Pickup:

Your product will be delivered within 1-3 business days, the following areas are available:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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