Refund policy
RETURNS, EXCHANGES AND REFUNDS
At Stick Figure Fish Illustration, I take great care in packaging and inspecting each item before it is shipped to you. However, I understand that issues can occur during transit.
Return Window You have 14 days from the date of receipt to report any issues with your order.
Lost or Damaged Mail Stick Figure Fish Illustration cannot take any responsibility for lost or damaged mail once it has left my care. However, I am committed to ensuring customer satisfaction and will assist in tracking and resolving issues to the best of my ability.
Damaged Item Policy
I take great care in packaging and shipping your orders to ensure they arrive in perfect condition. However, in the unfortunate event that an item arrives damaged, please follow the instructions below to address the issue promptly and effectively.
Australia Post Shipments
If your order was delivered by Australia Post and arrives damaged:
- Retain Packaging and Item: Keep both the packaging and the damaged item.
- Send Me Photographs: Take clear photographs of the damage, the packaging, and the postal label. Reply to your order/shipping confirmation email with these photos.
- Visit Australia Post: Take the item and packaging to your nearest Australia Post Shop outlet as soon as possible. A Customer Service Complaint Form will be completed at the post office. I will also lodge a complaint for your item, but Australia post requires you to bring it in. I wish this was not the case. It's annoying. I appreciate it.
As soon as these steps are completed, I will send a replacement item or store credit.
Sendle (Courier) Shipments
If your order was delivered by courier (Aramex or Couriers Please) and arrives damaged:
- Retain Packaging and Item: Keep both the packaging and the damaged item.
- Send Photographs: Take clear photographs of the packaging, the parcel label and the damaged item like this.
- Email these photos to me by replying to your order/shipping confirmation email.
As soon as these steps are completed I will lodge the damage report for you and issue a replacement item or store credit.
I appreciate your understanding and cooperation in following these procedures to ensure a swift resolution to any issues with damaged items.
Thank you for your patience and support.
Lost Items If your item does not arrive within the expected delivery timeframe, please contact me as soon as possible. I will assist in locating the item by:
- Checking the shipment status and tracking information
- Contacting the shipping carrier to initiate an investigation
I also recommend that you lodge a complaint with your local postal service to expedite the investigation process. While I cannot take responsibility for lost items, I will do my best to assist you in resolving the issue.
Incorrect Orders If you receive an incorrect item, please contact me within 48 hours with your order number and photographs and descriptions of what you have received. I will correct the mistake as soon as possible.
Return Conditions 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 them carefully or not following my Product Care instructions
Afterpay Purchases If you request a return of an item purchased through Afterpay, and it is deemed appropriate, I will offer you a store credit for the total value of the item(s) returned. Please note, your agreement with Afterpay will still stand, and you will continue to pay any scheduled repayments. For repayment queries, please contact Afterpay on 1300 100 729.
Unclaimed Packages If your package is returned to me because it was unclaimed at your post office, I can repost it to you. You will need to pay for the re-shipping cost.
Manage Issues Through Your Customer Account For added convenience, you can manage issues with your order through your customer account on my website. Log in to your account to report a problem, track the status, and communicate directly with customer support.
VAT and Customs Information for EU Customers
Please note that for orders shipped to the European Union (EU), local Value Added Tax (VAT) and customs fees may apply. These charges are not included in the prices displayed on our website. As the buyer, you are responsible for paying any VAT and customs duties that may be applied by your local customs authority upon delivery. We strongly recommend that you check with your local customs office to understand the specific regulations and potential charges that may apply to your order. In the event that you refuse to pay these fees and your order is returned to us, we will refund the cost of the item(s), but any shipping fees and return shipping costs may be deducted from your refund.
Contact Information For any issues or queries regarding returns, exchanges, or refunds, please contact me at stickfigurefish@gmail.com and quote your order number, or reply to your order email.
I reserve the right to refuse returns if they do not meet the conditions above.
