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Terms, Conditions & Privacy Policy

PRIVACY POLICY
CoCreative Design respects your privacy and treats your personal information as private. All personal details provided to us will be kept safe, secure and confidential and will not under any circumstances be distributed to third parties. Your personal information is used solely for our own purposes in ensuring that we can provide you with an excellent shopping experience. Your details will be kept safe on a private database for CoCreative Design's use only.

TERMS AND CONDITIONS

This website is operated by CoCreative Graphic Design PTY LTD (referred ongoing as 'CoCreative') and powered by Shopify. The following Terms and Conditions apply to the relationship between CoCreative and our site’s users.

At all times, any reference to ‘we’, ‘us’ or ‘our’ throughout the following Terms and Conditions, and this website, refers to CoCreative.

At all times, any reference to ‘you’ or ‘your’ refers to our users/customers.

The below Terms and Conditions govern the use of the CoCreative website. By engaging in our service, you’re assumed to have read and understood these Terms and Conditions - and are therefore bound by these Terms and Conditions, at all times, whilst interacting with our brand.

OUR SERVICE

CoCreative creates unique and premium items and strive for 5 star customer service.

If you’d like to chat about our pieces, ask us about styling advice, or anything else, get in touch with us by emailing: production@cocreativedesign.com.au

We reserve the right to refuse service to anyone, at any time, if we deem him/her to be misusing our service, or using our service in an unlawful manner.

Furthermore, we reserve the right to make alterations to our service, products or prices, at any time, without notice or consequence.

 

WHAT IS THE PRICE OF SHIPPING?

Standard Australia wide shipping is FREE on most items. Standard shipping is untracked. We do recommend you upgrade to express post or add tracking if your item is urgent. Large Signs, wooden boxes and matchboxes which are sent with a dangerous goods courier cost more and shipping with automatically update at checkout for these items.

ORDERS

Once you know which pieces you would like from our website, place them in your shopping cart by clicking the “Add to cart” button on each product you’d like to purchase. Custom details can be added on the product page or when you add to cart there is an area to leave custom notes. Once the products are in your cart you can begin our secure checkout process.

During checkout, you can create an CoCreative account with us or checkout as a guest. Creating an account lets us get to know you better so we can make future orders much quicker for you. An account also allows you to keep track of your order history. 

During the checkout process we’ll also collect certain details for you (see our Privacy Policy for more information). We’ll ask for these details only when necessary to deliver our service to you. After your order is complete, you’ll receive a confirmation email from us. If you don't receive this email, or if any details are incorrect, please contact us immediately.

 

PAYMENT

All prices in our store are listed in Australian Dollars (AUD) and our store is hosted by Shopify (www.shopify.com).

We use PayPal as a payment method on our website as it is one of the safest options available on the internet. Note that you don’t need a PayPal account to checkout and pay with PayPal. PayPal accepts all major credit and debit cards: Visa, MasterCard, Maestro and American Express.

We can’t be held responsible for any delays in payment clearance and we can’t ship orders until we have received payment in full. We also can’t promise the availability of your desired stock if payment doesn’t clear or can’t be made for any reason.

 

CANCELLATION

Please double check your order before finalising the checkout, because once your order is confirmed, we’re unable to accept cancellations. We’ll be happy to assist you in any way we can in the selection of your items. 

As most items we make are custom made, it does include custom design set by our trained design team and ordering in materials and as a small business it’s difficult for us to absorb these costs. We appreciate your understanding on our cancellation policy.

 

POSTAGE

CoCreative ships orders worldwide.

All of our products are made to order. Please allow three weeks for your order to be completed, before postage, during non-peak periods.

Once your order has been shipped, CoCreative cannot accept responsibility for loss or any damage to your package. Please note that CoCreative can not be held responsible for postage delays that occur after your order has left our care. 

Shipping includes careful packaging of delicate items, and Australia Post delivery. Prices are determined by the weight and packaging requirements of your order, in line with Australia Post and international courier estimations.

Please note that selecting Express Shipping ensures your order is moved through the postal service quickly via Australia Post, but does not mean production time in our studio will be faster. 

Please select your preferred postage service at the checkout. If untracked postage is selected, please know we cannot take responsibility for locating your parcel once it has left our care. Once your order has been shipped, CoCreative cannot accept responsibility for loss or any damage to your package.

Australia Wide Postage

If you encounter any issues with the service provided by Australia Post, including non-delivery of a parcel or if any part of your order is damaged during transit, you can contact them directly.

If you opted for regular tracked or express postage with your order, a tracking number will be included in the Shipping Confirmation email you receive from us. You can use this number to lodge an enquiry with Australia Post to locate your missing parcel.

If any item in your parcel was damaged during postage and you would like to submit a claim for compensation with Australia post, we recommend doing so within a 48 hour period after receiving your order. Please also notify us of the claim so that we can contact you with any communication Australia Post provides us regarding your order. We can be contacted via email at sales@cocreativedesign.com.au. Kindly include photographs of the damaged item in its original packaging and details of your claim with Australia Post. Please note: they will only allow compensation claims for 30 days after receipt of your parcel.

You have the option to select for Registered or Express postage, giving you an added level of security, and item/s will be upgraded to require signature upon delivery. 

While CoCreative cannot take any responsibility for lost or damaged mail once it has left our care, we are here to help. If you require any assistance with any of the above, please don’t hesitate to get in touch with us.

International Shipping

When international shipping is arranged, the customer is responsible for all customs/duties fees, if applicable. International postage is in sent as regular air mail. Please allow up to 30 business days for your order to arrive to you from Sydney, Australia. We do house some of wooden milestones, un-customised announcement discs and paper milestones in US and Canadian warehouses, delivery of these items is usually within 4-5 working days.

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 delays that stem directly from circumstances beyond our control.

Please allow the shipping time-frames stated above before contacting us about your order. Your order won’t be replaced before these shipping times have lapsed. If your order has not arrived after these times, please contact your shipping company with the tracking number you received when you placed your order. If they are unable to assist with your issue, please contact us at CoCreative and we’ll do our best to help.

 

IMPORT DUTIES AND TAXES

If your order is to be shipped outside Australia, we assume that you’re aware of any import duties or taxes that may apply in the country your order is being shipped to. CoCreative will not be responsible for the payment of any such costs, nor will we be responsible for replacing goods that may be seized by customs in your country.

 

RETURNS, EXCHANGES AND REFUNDS

CoCreative cannot take any responsibility for lost or damaged mail once it has left our care. We also don’t offer refunds or exchanges on personalised and custom orders.

Lots of love and care goes into packaging orders for shipment, and each item is inspected thoroughly before it’s sent.

If your item arrives damaged please contact us within 48 hours with your order number and photographs and descriptions of the damage exactly as they have arrived to you. We’ll assess damage on a case-by-case basis, and it’s at our discretion to determine whether an item can be returned and replaced or repaired on the basis of damage. Furthermore, we’ll refuse a damaged return if you haven’t sent us an email notification and appropriate corresponding photographs within the specified time period after receiving your order.

Where repair or replacement is deemed necessary by our team, your initial item must be returned to us in an unused condition, including all original packaging. All return shipping costs are payable by the customer. We recommend that you carefully repackage your item to avoid any damage during delivery and consider using tracked or registered mail carrier to track your item for your own peace of mind.

Please retain proof of postage until we have confirmed your replacement has been processed.

We reserve the right to refuse returns if they don’t meet the conditions above.

Refunds and replacements will not be offered if the customer:

  • simply changes their mind
  • decides they do not like the purchase
  • decides they have no use for it
  • damages the goods by not handling carefully as per our Product Care, and/or mounting items securely to surfaces

If you request a return of an item purchased through Afterpay, and this is deemed appropriate, we will offer you a store credit only. Please note, your personal agreement with Afterpay will still stand and you will continue to pay any scheduled repayments. CoCreative is unable to offer partial refunds/store credits. The store credit will be created for the total value of the item(s) returned. For any repayment queries please contact Afterpay on 1300 100 729.

Our Personalised Products and Custom Designs are made-to-order according to each customer's specifications, so changes and requests for returns or re-makes where the customer has made a personalisation error or simply changed their mind are not possible. We understand that these things happen sometimes though, and where we can, we'll try to help out with an affordable solution if we receive notification within time period specified above. 

If your order is incorrect for any reason, please contact us within 48 hours with your order number and photographs and descriptions of what you have received. 

 

PROMOTIONS

From time to time we may offer promotions including, but not limited to, discount codes, vouchers or giveaways.

These promotions will only be valid for specified periods, and any and all conditions must be complied with in order to successfully redeem or qualify for promotional benefits.

We reserve the right to suspend, cancel or modify any such promotions, at any time without notice or consequence. Vouchers won as part of promotional competitions are not valid with any other offer, and are applicable to purchase prices only (excluding shipping costs). 

While we will never share your personal details, from time to time we may use photos and/or videos of our products with your images/photos/logos on them for promotion and marketing on our digital channels (including, but not limited to: our website, our social media, our emails). You can request for products with your images/photos/logos not to be used for our promotional purposes by emailing us at CoCreative with your order number and a specific request not to include any of the pieces from your order in our image/video promotions and marketing.

 

PRODUCT INFORMATION

We take care to ensure that the images and descriptions of our products are accurate. We can’t, however, be liable for differences in colour or appearance that may be attributed to variations in calibration of your computer monitor or handheld device as compared to the printed colour of our products.

Kindly note, actual products may vary slightly in colour from those shown on your monitor. We do our best to display our products as accurately as possible in photographs and video, however we cannot guarantee the identical match of these colours. If you wish to have a sample of any material posted to you prior to ordering, please contact us at sales@cocreativedesign.com.au.

In addition to this, because our items are handmade, they may differ slightly from product to product. Any variation that may exist in colour, grain, appearance or otherwise, is not considered a fault and is instead reflective of the uniqueness of each item.

Many of the CoCreative products we make are wooden, wood bBeing a natural material,  grain is subject to minor variances from piece to piece, and any variation that may exist in either colour or grain is normal. These variantions contribute to the beauty of our products - each piece is as unique as the people our gifts are made for. 

 

PRODUCT CARE

Please take note the following care instructions to ensure the longevity of your CoCreative products.

We suggest placing your CoCreative items out of reach of children to ensure the best care for them. Many items are delicate and must be handled carefully. 

We don’t offer a warranty period for any of our products. We encourage you to follow all product care guidelines listed on our website, in the product description, or that accompany your product, and to take all reasonable precautions to ensure the long-life and quality of your items. Please contact us at enquires if you require any further information regarding the long-term care of your particular product.

 

INTELLECTUAL PROPERTY

All of the designs, images, photographs, illustrations, logos, text, HTML code or other intellectual property that has been made available on our website or throughout our social media, is the copyright material of CoCreative and remains our intellectual property at all times.

This content may not be reproduced, re-published or disseminated in whole or in part without the express consent of the authors and copyright owners at CoCreative. The use of our intellectual property in relation to any business or for the advancement of any commercial venture, or otherwise, is strictly forbidden.

Action may be taken against any person or persons who is found to be misusing our intellectual property.

 

LINKS TO THIRD PARTY WEBSITES

On occasion we might provide links to third party websites throughout our website or social media channels.

Following any third party links is at your individual discretion and we don’t assess or police these services or their policies and practices. You should always read the policies available before you engage in any third party service.

We will not be held liable for any loss, damage or otherwise that may occur through the use of any third party links.

 

SOCIAL MEDIA

CoCreative uses social media channels to update our customers about our brand, our products, and our promotions.

We encourage everyone to join us on these platforms. If you do join us on social media, please be aware that we have specific standards of conduct and behaviour.

We welcome all kinds of comments and thoughts - supportive, opposing, critical, etc., as long as they're made in the spirit of constructive and civilised dialogue. Please use polite language.

Please do not re-post our images without permission. Any image re-posted from our website or social media must be credited to us. We may refuse access to our social media for any person that repeatedly misuses our images.

We do on occasion share images of items produced or in production, if you do not wish for your item to be used please let us know. These images of orders may be used for further marketing and promotion.

FEEDBACK

We are always keen to hear people’s thoughts and feedback about our products and service. We reserve the right to publicly display any feedback shared with us - the feedback may be displayed on our website or via our social media channels.

If your feedback is shared by us, this will only ever be done using your first name and state where you live, or using your social media handle (i.e. account name).

If you don’t wish for us to share your feedback, please notify us.  

 

PRIVACY

Any personal information that is provided to us throughout your visit to CoCreative via email, or via our social media channels, will be governed at all times by our Privacy Policy. This policy is available on our website and details how your personal information will be collected, stored and dealt with by us. Please make sure to read this policy before interacting with our service or providing us with any personal information.

 

CHANGES TO TERMS AND CONDITIONS

CoCreative is always evolving, and as such, we may occasionally make alterations to our Terms and Conditions. We reserve the right to make such modifications without notice or consequence.

Any changes to our processes and procedures that will affect our Terms and Conditions and therefore our customers, will be published on our website and will take immediate effect from their time of publication.

 

WHOLE OF TERMS AND CONDITIONS

This document comprises the whole of the Terms and Conditions that govern the use of the CoCreative website.

These Terms and Conditions are current as of July 2020. If you have any questions, concerns or simply require further information about CoCreative, please contact us at sales@cocreativedesign.com.au and we’ll do our best to assist you.