Have you got a question?
Hopefully you will find the answer below. If not, please email me.
‘give what you choose to give’ approach
Q: What does your ‘give what you choose to give’ approach mean?
A: I choose a new way of putting my heArt creations out into the world by giving you the opportunity and responsibility to place the value of energy exchange (in monetary value) that feels right for you to give. Give what you have and choose to give.
Q: How does this work?
A: To have a product in my website shop unfortunately I have to enter a price. So I have. But this is not set. If you Know that a creation is for you, and you will Know, then choose what to give, in (monetary value) exchange for it. If the amount you choose is the value I have entered for the product then simply ‘add to cart’ and complete your purchase. If what you have and choose to give is a lesser or greater amount, please email me to let me know that the creation is yours, and what you choose to give. I will then reply to complete your purchase. I understand ‘this way’ may feel uncomfortable and confronting, but doesn’t it also feel freeing?! I trust you that you will Know and choose what feels right for you, for me, for us.
custom orders + commissions
Q: Do you do custom orders or commissions?
A: I absolutely do! I would love to hear from you if you have a vision of something you would like created, or if you feel drawn to one of my creations but would like it uniquely created for you. I welcome custom orders and commissions, both private and commercial.
stockists
Q: Do you wholesale?
A: I am always open to discussing wholesale options, so please email me if you are interested in becoming a stockist.
shipping
Q: When will my order be shipped?
A: Your order will be shipped within 2-5 business days once full payment is received (with the exception of custom pieces which may take 2-4 weeks to create). Once your order has been posted I will email you a shipping notification.
Q: What postage do you offer, and how long will it take to arrive?
A: I currently use Australia Post. For standard post within Australia it normally takes 3-5 business days to arrive. Parcel tracking is available for all deliveries within Australia and a tracking number will be provided with your shipping notification.
For international regular airmail to most countries it normally takes 2-4 weeks to arrive. I have found in some cases it tends to take longer if your parcel comes under customs inspection. Thanks in advance for your patience. Regular airmail does not offer a tracking service. If you would like your parcel tracked, please contact me at time of purchase and I will advise you of additional charges for ‘international tracked express’.
Q: What happens if my parcel arrives damaged or goes missing?
A: I will carefully and lovingly pack your order to ensure that it arrives in as-created condition. However, as soon as your package leaves my hands, we are entrusting it to the postal service, and unfortunately mishaps can happen. In case of damage, I will endeavour to resolve any issues on a case-by-case basis to ensure a fair transaction for both of us.
If you are worried that your parcel has gone missing, please email me. Parcel tracking is available for all deliveries within Australia. International tracking is only available if you selected and paid the additional charges for ‘international tracked express’. If you have a tracking number I will do my best to help you locate your parcel.
I trust that you will understand that I cannot accept responsibility for lost, misdelivered or unclaimed parcels once they have left my hands. However, I will endeavour to resolve any issues on a case-by-case basis to ensure a fair transaction for both of us.
Q: Will I be charged taxes or import duties for international postage?
A: On some occasions your country’s import/export conditions may incur international customs duties, taxes and charges. International buyers are responsible for all fees associated with shipping to their respective shipping address. I cannot be responsible for being aware of, or for reimbursement of, any such charges.
Q: Can I collect my order?
A: Of course! If you are close to the Dandenong Ranges, Victoria and want to save on postage, simply select ‘local pickup’ at checkout and email me to organise a time for you to collect your order.
returns
Q: What happens if I want to return my order?
A: Please email me to discuss any concerns with your order within 48 hours of receipt. All of my offerings are very carefully and time-consumingly created (usually on order), so I cannot accept any returns for refund if you simply change your mind. I will always accept returns (for either refund or exchange) on a case-by-case basis if you are unhappy with the quality of your product.
Please return items within 7 days in their original condition and packaged accordingly to protect them from damage. It will be your responsibility to pay for the return postage. I suggest sending the return via a trackable method to ensure it is received by me. I cannot accept responsibility for items lost in transit.
I trust that you will understand that I cannot accept any returns for custom-made or commissioned pieces, as these were made at your request, specifically for you.
In saying all that, I will ALWAYS endeavour to resolve any issues on a case-by-case basis to ensure a fair transaction for both of us.
other questions
Q: What if I wish to cancel my order?
A: If you change your mind and wish to cancel your order, please contact me as soon as possible. If I haven’t commenced creating your order I will be happy to cancel and issue a full refund. If I have started creating your order, I will consider the cancellation on a case-by-case basis.
Q: How do I care for my sacred knotted piece?
A: Please handle your piece with love and care. They are made for indoor use only and I suggest keeping them away from direct sunlight. Dust particles hide the beauty of the knots, so always dust. Spot clean with damp cloth and gentle soap if needed.