Buyers are responsible for any customs and import taxes that may apply. I'm not responsible for delays due to customs.
But please contact me if you have any problems with your order.
Please ensure your ETSY address is up to date and contact us directly with correct shipping details as follows:
❗️❗️No PO BOX addresses, as our couriers do not ship to non physical addresses❗️❗️
📦City, State, Postcode
📦Cell Number - for couriers to text you
📦Email - so we can send you automatic updates on dispatch, transit times, estimated arrivals time, failed delivery attempt, nominated depot for retrieval. Check junk/spam folders.
If an item is returned as a result of incorrect address entered upon checkout, we can resend the item after receiving payment for the cost to reship and when correct shipping details are confirmed and resubmitted.
We recommend you check the tracking id number we provide upon dispatch on Etsy and via auto emails. Please contact couriers directly for them to assist your inquiry.
Once your order has been dispatched and in courier’s possession it becomes third party responsibility which is beyond our control.
For further assistance please contact us directly to raise the issue and we will endeavour to investigate.
⛔️Check Australia Post latest international announcement 14th May 2020 on their website⛔️
An Etsy seller is not accountable for third party shipping matters due to unexpected transit delays, limited airline capacity and government restrictions as a result of COVID-19.
Australia Post is working with partner airlines and other postal operators to move items as quickly as possible and clear the backlog.
Australia Post has suspended its “Economy Air” international delivery service for parcels to all countries effective 3 April until further notice.
We are unable to provide refunds for parcels
delayed and still in transit, both domestically and internationally via Australia Post. Due to Australia Post delays we now use Commercial Couriers.
As the mask is handmade you can expect it will be stiffer initially. The fabric will quickly soften once you have hand washed before use.
There is a video in About Me section demonstrating how to adjust mask.
Like breaking into a new pair of shoes, it takes a little bit of time to manipulate mask to most face shapes. Bend the wire with hands, to make it more pliable this will help with moulding better around nose bridge and check bones. Stretch the elastic to soften and reknot to adjust tension. Scrunch the masks for more softening.
Only hand wash in cold or warm water with laundry detergent, rinse then hung to dry. Additional fabric softener if you want it more softer.
Iron out creases and press pleats on high heat setti
As a result of large parcel volumes, some couriers drivers, are apprehensive to knock on doors, touch door bells or write out and leave parcel notes for failed delivery and in some cases from our experience some drivers have admitted that they ran out of time to fulfill all deliveries designated that day. As result, parcels go straight to pop shop or recollection points and held for 5 days before returned to sender and electronically update tracking ID as failed delivery attempt, even though most people are home in lock down.
We stress on shipping label for courier drivers to please call on delivery to avoid this from happening and list any special instructions for Driver on shipping note, eg authority to leave at front door.
We will respect your wishes, however please please note mobile is only used to print on shipping label and then destroyed.
Once your parcel has left our establishment it is your responsibility to correspond with the courier company directly in regards to any failed deliveries or organising redelivers, lost or stolen. If you do not have a direct contact for courier to call incase of any issues with your delivery expect further delays with online parcel inquiry submission response or long wait times on the customer service phone line with couriers. We are not responsible to chase parcels and we want uphold our diligence to make delivery as simple as possible for you.
We are more than happy to accomodate please message us and leave a note in your order so we can arrange alternative delivery service that does.