FAQ, SHIPPING & PRIVACY
By visiting our site, and purchasing something from us, you engage in our “service” and agree to be bound by the following terms and conditions, please review our FAQs, shipping and privacy policies prior to purchasing.
Urgent Orders
If you need your order urgently please contact us to check our current turnaround times. In most cases we may be able to prioritise your order with the inclusion of the express post option and an overtime fee. Depending on your location your express parcel should arrive within 7 business days after ordering. However, during peak buying periods such as Christmas this may not always be possible.
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Urgent Orders
Changes to recent order
If you need to make changes please get in contact with us via email as soon as possible so we can update your design.
If it's too late in the production process, it might incur a extra change fee.
Customise
The Grounds Creative Co accepts no responsibility for any typographical errors, on any work approved by the client. The client should ensure that they have thoroughly reviewed the design and any wording provided before signing the customised proof agreement. Refunds are not available once an approved work has began production.
We love creating new and exciting products to add to our range, if there is a custom item that is not available on our website, please get in contact with us via our contact us page or via email hello@thegroundscreativeco.com.au.
Gift Purchases
Most of our items are purchased as a gift, so we can deliver straight to the recipient if you wish.
Please select gift wrapping option and type in the recipient address and message when you make your order and we will send it to your recipient complete with a beautiful little card with your message.
Shipping
All orders will be sent from our studio in Nathalia, Victoria via Australia Post, tracking information will be sent via email once your package has been sent.
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Standard – Production time plus 5-7 days delivery
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Express – Production time plus 1-2 days delivery
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FREE – Local pickup Nathalia, Vic 3638.
When checking out you can select the pickup option instead of postage. You will then be notified when your order is ready for pickup with further instructions.
For detailed information on delivery times to your specific location, please refer to the Australia Post website.
Please ensure that your details are correct, as orders will be sent to the address provided. If a parcel is returned to us due to an incomplete or incorrect address, then it will be the responsibility of the purchaser to pay for the return postage. NO refunds will be allowed for postal returned orders.
Hire items can also be delivered locally with a delivery fee depending on your location, contact us for a quote.
Exchanges & Returns
Ready Made Products
We hope you will be happy with your purchases however if you change your mind, you have 14 working days to notify us that you wish to return the product/s and dispatch items back within 30 days of delivery.
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Items must be returned in original condition, at which point a refund will be issued (please allow 3-5 working days for processing). We do not refund for original postage costs and you will be responsible for the cost of returning the item to us.
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The following items cannot be returned or exchanged:
If your product has been personalised, modified or customised, returns are unfortunately not accepted.
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Please bear this in mind when placing your order and get in touch should you have any questions.
Faulty or Damaged Items
We ensure that we package your order with care, and photograph each item prior to dispatch to ensure it is not faulty before delivery and we cross all our little fingers and toes that your order arrives safely!
The Grounds Creative Co will refund/exchange any products that are faulty or have been damaged in transit.
On the rare occasion your parcel was to arrive damaged. Our policy is as follows:
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Please notify us within 48 hours
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Photographic evidence may be requested of the item and the packaging they arrived in, prior to processing any replacement if it is deemed to be a fault of ours. Without photographic evidence, we will not be able to replace the item.
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If it is deemed a transit/Aus Post damage then we assist with the process to make a claim through Australia Post.
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Once approved The Grounds Creative will recreate the same order and send your order back to you.
We do not offer monetary refunds on items that have arrived damaged, instead, we offer to recreate the existing piece once the above process has been completed.
General Note
Actual product colours may differ slightly from the images used as they do not always photograph exactly the same and not all monitors display images the same.
Our permeant colour range is available to view here, please book an appointment to view and discuss colour options. Additional colours available via custom order via: hello@thegroundscreativeco.com.au. Mirror and Glitter are specialty acrylic and occur an additional fee.
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Due to the nature of the timber products, each piece has its own natural grain, making each one unique. Slight burn marks may be visible on the some timber items.
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As all of our products are handmade there may be some minor imperfections, we do not consider this to be a fault in the item but a warm reminder that your item was lovingly handmade just for you.
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If you are at all concerned about this please feel free to contact us.