Delivery & Returns
RETURNS:
Due to the custom nature of what we sell, we do not accept refunds for change of mind - we only replace items if they are defective arrive damaged, or is a faulty product. If you have an issue with your order please get in contact.
Our return and refund policy does not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations, or otherwise as required by law.
Please ensure to double-check your details on custom orders before checking out.
To start a return, you can contact us at production@cocreativedesign.com.au and we'll provide details on the return.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at production@cocreativedesign.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14 day cooling off period
Notwithstanding the above and for noncustom items that are being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase and pay for any return fees.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at production@cocreativedesign.com.au.
Shipping can be shown at checkout.
We recommend you upgrade to express post or add tracking if your item is urgent. Large signs, wooden boxes and matchboxes which are sent with dangerous good courier cost more to ship (we offer pricing discounted where ever possible). Pricing will automatically update at checkout on these items. How long does shipping take?
Postage timing within Australia will depend on where you're located and which postage you opted for during check out.
When your parcel is ready to be picked up by the postman, you'll receive a Shipping Confirmation email. Please note FREE shipping is often untracked.
Do you ship internationally?
We ship worldwide daily, and all international items have tracking. However, we’re not responsible for delays in shipping times due to postage service delays or any other setbacks due to circumstances beyond our control.
Postage outside of Australia is available, but please be aware that postage times for these order may be extended longer than our normal estimated times due to the current pandemic situation.
The following shipping guidelines from Australia to the rest of the world are based on non-peak seasons as advertised by Australia Post, our national postal service. These timelines apply after your order has been designed and made:
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POSTAGE TIME |
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New Zealand |
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6-14 business days |
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Singapore & Hong Kong |
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6-12 business days |
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United Kingdom |
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10-20 business days |
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Europe |
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10-20 business days |
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US & Canada |
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12-18 business days |
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All other countries |
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12-20 business days |
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The above mentioned shipping times are just a guideline and in many cases your order will arrive sooner. However, we’re not responsible for delays in shipping times due to postage service delays or any other set backs that stem directly from circumstances beyond our control.
With international shipping is arranged, the customer is responsible for all customs/duties fees, if applicable. Please allow up to 30 business days for your order to arrive to you from Sydney, Australia after it has left our studio. Please note that not all countries allow for tracked postage internationally. If you have questions regarding postage to your location, please send us a message prior to placing your order.
We do offer EXPRESS INTERNATIONAL shipping which can be selected for delivery within approx. 1 week (after usual production times).
See published international items here:
https://auspost.com.au/service-updates/international-delivery-times