HappyLittleHeartToys

if you have a problem with your order please let me know as soon as possible.

CUSTOM ORDERS: i now do not accept returns on custom orders. this is because orders that have been made with names, dates, custom colours etc.. cannot be resold if you change you mind.
**if i've made a mistake on the order a full refund is given of course.

MISSING ITEMS: if an item goes missing in the post or does not arrive in a reasonable amout of time (30 - 40 days) let me know and i'll fill in the forms required by australia post to start a missing item search. after the postal search (1-2 weeks) i am happy to refund or replace or give store credit** to the same value.

BROKEN OR DAMAGED ITEMS: in the case of the item being broken/ damaged when it arrives please let me know ASAP -7 days after receiving should be plenty of time to notice any defects.
i will offer a full refund, replacement or store credit. i will either require the damaged item (plus packaging, etc) to be returned to me OR photographic proof clearly showing the defect/fault.

CHANGE OF MIND RETURNS: if you change your mind on a purchase (custom orders see above) you can return within 7 days of recieving. please let me know ASAP so we can discuss return details.
all items, packaging etc will need to be returned back to me in ORIGINAL condition.
buyer will pay return postage costs.
refunds are not given until the item makes it's way back to me safely. proof of postage and or tracking are needed for you to prove sending the item.
refunds will be for item cost only and not postage-i don't keep your postage costs, these were paid to the post office when your items were sent to you and i can't have them refunded to me.

WRONG ADDRESS: please make sure your address is correct. i ship to the address given so if you've forgotten to change an old address this will cause problems.
in the case where you give an incorrect address, when it's returned i either refund minus original shipping costs- these were paid to the post office when your items were sent to you and i can't have them refunded to me.
OR the buyer will need to pay to have it resent to the correct address.

UNCLAIMED PACKAGES: if you aren't home to recieve your package it may end up back at your local post office and will need to be picked up by you. if you do not pick up your package the post office will return it to me unclaimed after a certain amount of time passes (normally 2 weeks).
when the package comes back the me if you still want your items you will have to pay a new postage cost to have them resent.

if you change your mind and don't want them resent refunds will be for item cost only and not postage-i don't keep postage costs, these were paid to the post office when your items were sent to you and i can't have them refunded to me.

REFUSED PACKAGES: if you refuse an international package because you don't want to pay import charges. when the item returns to me refunds will be for item cost only and not postage-i don't keep postage costs, these were paid to the post office when your items were sent to you and i can't have them refunded to me.

the buyer is responsible for return shipping costs unless we agree differently beforehand or is covered above.

please do not send anything back for a return/refund until we have discussed via etsy convo.

**REFUND, REPLACE, STORE CREDIT ?? i'm happy for the buyer to choose which option in cases where it's needed.

**STORE CREDIT- store credit given is valid in my shop only and not valid etsy wide or in any other etsy shops.

if you want to pay by credit card you can either use the credit card processor on etsy or use paypal's credit card processing.

if you pay by e-cheque your item will not be sent until it clears, which is up to a week.

aussie buyers can use paypal or contact me for other payment options- direct deposit, cheque, australia post money order.

any custom orders will require payment before i start work. generally there are no refunds on custom orders when work has begun. the refunds policy further down will give full details.

i now post 2 days a week but more if needed at busy times of the year.

AUSSIE BUYERS can expect their parcels in about a week after posting. i'm in NSW further states like Tassie and WA could take the full week, closer states will take less time. all aussie parcels now come with tracking numbers you can view at www.austpost.com.au

INTERNATIONAL BUYERS parcels are sent australia post airmail which is normally up to 2 weeks after posting. though it can take slightly longer (4-6 weeks) for postal service or customs delays

if you need your item faster or want tracking/registered post let me know and i'll find out the costs for you. please be aware these are extemeley expensive for international post.

i do not pay import or customs duties, taxes and charges. these are applied and collected by your country when you buy internationally. the buyer/person recieving package is responsible for this. if you aren't sure about customs limits and costs please check with your local post office.

i do not mark parcels as "gift" on customs forms. i also do not give a false $$ value on customs forms. it is illegal to give false information and if found out a very hefty fine or possible jail time are the consequences for me so please do not ask.

please make sure your etsy and paypal addresses are the same to avoid confusion about shipping. if they aren't the same i will contact you and the item won't be sent until i get a confirmation of the correct address so they aren't sent to the wrong place.

EXCESS POSTAGE -CUSTOM ORDERS:
for very large (heavy) custom orders i may need to charge extra postage costs and these will be discussed BEFORE the order is taken.

after postage and packaging costs if i've overcharged i'll refund the difference via paypal.

i love custom orders and requests and i'm (usually) happy to deal with these.

wholesale and other discussions welcome too.