Shipping policy

WHERE ARE PRODUCTS SHIPPED FROM?

All our products are stored in the Yarra Ranges VIC. Products listed as available to order are in stock and ready for dispatch (on occasion some furniture items may take longer to dispatch and may be shipped direct from our supplier).

HOW MUCH DO YOU CHARGE FOR LARGER ITEM SHIPPING?

*Some Original ART and some furniture items may be excluded from FREE SHIPPING Offer and are typically sent as an 'Insured' parcel. If the items details states a shipping quote is required, please contact us at helenjoyart@gmail.com to arrange.

HOW LONG WILL MY DELIVERY TAKE TO ARRIVE?

All shipments are subject to availability. 

Standard orders placed Monday through Friday (excluding public holidays) are typically dispatched within 1 business day. There are times, when our small family team experiences a peak number of orders which may extend the dispatch timetable to 2-3 business days. 

You will be notified of your order dispatch via email.

Most shipping is completed through Australia Post and sometimes Shippit (Couriers Please, Fastways (Aramex), DHL & TNT). If you are based in a capital city (except WA & NT), you can expect your order to be delivered within 2-5 business days after dispatch. Regional areas and WA & NT tend to take anywhere from 5-10 business days.

If you have a preference of the courier/postal service you would prefer, please feel free to email the team and let them know so they can accommodate. 

ART deliveries can only be delivered to a physical address. PO Boxes, Parcel Collect and Parcel Lockers cannot receive large items.

Please note: The delivery times stated above are indicative only. Once a parcel has been dispatched, we have no control over the delivery time frame, however the location of your parcel can be seen from the tracking information provided to you via email upon dispatch.

COVID delays: Shipping times may be delayed through external courier parties due to government imposed COVID lockdown, restrictions and processes. There have been many recent events where due to so much of the country being in lockdown, the volumes of parcels are above typical peak online shopping seasons and as a result shipping times can be up to 5 days longer than what we would ordinarily expect. Unfortunately, this is outside the control of the our team. 

DO YOU OFFER INTERNATIONAL SHIPPING?

We do not currently offer international shipping automatically sorry, however can arrange on a case by case basis. To obtain a quote for shipping overseas, please email the team with shipping address and items and they will arrange. we do not take responsibility for any additional fees or taxes relevant to the country the items are being posted to - this is the customer responsibility.

Please note: For insurance liability purposes, we cannot ship to North America.

DO YOU OFFER EXPRESS POSTAGE?

We will express ship predominately through Australia Post however from time to time we will use third party courier services. Express rates have recently increased to cover increases in costs of this service to us.

Express shipping does not mean that your order will be dispatched ahead of other orders but it means it will be shipped through the Australia Post express facility.

EXPRESS SHIPPING is not available on large items.

CAN I TRACK MY ORDER?

You will be issued with a tracking number via email at the time of shipment in order to determine its location. This can be used to see the tracking of your parcel every step along the delivery process. 

Please note: Sometimes scanning updates can run up to 24 hours behind. For example, a courier may have collected your parcel from us during the day, however the item is not scanned until overnight processing at the postal/couriers distribution centre.

DO YOU OFFER CLICK AND COLLECT?

Yes absolutely! Simply select 'Click and Collect' as your shipping option to collect from Shop 3/114 Canterbury Road, Kilsyth VIC 3137 Monday 9am-3pm, Tuesday-Friday 9am-5pm. Saturdays open from 9am - 3pm only.

You will receive an email once your order has been packed and it's ready to collect and this is typically within 1 business days. 

If Click and Collect hours are different due to limited staff availability through the COVID pandemic, that information will be reflected in your email.

Some furniture items may take up to 14 days to be available for click and collect. Please wait for your email updates on availability.

Please note: While every endeavour is made to ensure your parcel is ready for collection within 1 business day, you must ensure you wait for the collection email to confirm as this timeframe can be slightly longer during sale periods and peak shopping events (for example Christmas, Valentines Day & Mothers Day).

LOCKDOWN PERIODS: Please note that during lockdown periods, click and collect hours may be reduced. Your email notification advising that your order is ready for collection will advise of any changes to the standard collection hours.

Please note: If you select Store Pickup by accident or change your mind, you will be invoiced for shipping fees prior to order dispatch. If payment is not received, a cancellation (refund) will be processed in accordance with our terms and conditions, which can be found here.

WHAT IF MY PARCEL GETS LOST?

We will redeliver, replace or refund a parcel that is incorrectly addressed by us, but do not take responsibility for delivery addresses that are incorrectly provided or insufficient.

Upon notification of a missing parcel, an investigation will be lodged with the postal/courier provider and you will be kept up to date with all relevant information as it comes to hand.

If the postal/courier provider cannot locate the missing parcel and deems the parcel to be 'lost', we will arrange replacement of the item, if available, a credit for the store or a refund. 

Please note: We cannot process a refund for a missing package until postal/courier service provider's investigation is complete. This is because quite often the parcel is delivered while the investigation is underway. 

WHAT IF MY PARCEL GETS DAMAGED IN TRANSIT?

Our team takes extra care to make sure every package is wrapped and protected while balancing the need to reduce and reuse materials where ever possible. Over the past couple of years, we have only had a couple of parcels damaged during the shipping process and customers have been super impressed with our packing efforts.

In the unlikely event your package is damaged, We will arrange replacement of the item if available or a refund. Simply reach out to us via email at helenjoyart@gmail.com with your order details and evidence of the breakage to proceed with a replacement or refund. To help us out, please note it is easier for claim purposes if you take pictures of not only the broken contents, but also any damage to the box used for delivery as well.

CAN I CHANGE THE POSTAL ADDRESS AFTER PLACING AN ORDER?

Our team will accommodate a change in postal address after you have placed you order up until the point in time where your parcel has been dispatched.

Once dispatched you will receive notification of your parcels tracking. If you choose to redirect your parcel after we dispatch, you do so at your own risk and we cannot take responsibility for your parcels delivery. Your request for this redirect would need to be made directly to the courier/postal provider as per the details in your tracking email.

As much as we would like to accommodate a redirect after the parcel has left us, we have never had any success with achieving a successful redirection to a different address after it has left our facilities and therefore you do at your own risk. Doing a redirection after dispatch quite often results in major delays in the arrival of your parcel or parcels being lost.