FAQ

All items are hand-crafted by me, in between being a full-time Stay-at-Home Mum. Items are generally available via my local markets or Facebook first, before being added to my Etsy Store.

All Orders, no matter how I receive them, are completed in the order I receive confirmation to proceed (whether it be written confirmation for small orders, or deposit payments).
There may be a delay of a few days to a few weeks for me to complete your order depending on what you have requested.
A rough estimate of completion will be provided when ordering. If you do have a date that you would like something completed by, please let me know in your order form and I will assess IF I can accommodate the request.

All items are shipped with tracking and you will be notified upon shipment of your order. This is usually completed within 3-5 business days of completing your order / and or final payment.

Please remember, there is only ONE of me, and I am a Stay-At-Home mum of soon-to-be 4, sometimes specific deadlines can not be met, or an estimated completion date may change due to unforseen circumstances.
This will be communicated to you in writing.

Ready Made Stock - 

Available to purchase directly via my Etsy Store
Direct product links available on product pages.
This is stock that I have pre-made and is ready for collection / shipping.

Custom Orders*  - 

To order specific colours of my Ready Made Stock or order multiples of select colours, you can contact me via my Etsy Store and then I can generate a custom listing for you. This then allows for all standard electronic payments, shipping fees etc.
Alternatively, if you would like to collect locally, and / or pay cash, you can message me via my Facebook Page to arrange a custom order.

If you do not wish to process via my Etsy Store, I will generate an invoice for you and payment can be made via bank deposit OR cash on collection.
Please Note -  This is for my smaller Standard Stock Items ONLY. Specialty items, such as the Adventurer's Cloak, Hexi-Cardigan and Larger Plush Amigurumi will be by Waitlist Custom Orders ONLY.

Waitlist Custom Orders (WCO)* - 

My larger or specialty items, usch as my Adventurer's Cloak, Hexi-Cardigans and larger Amigurumi Items are by Custom Waitlist ONLY as these take considerable time and materials.
This process will be completed via email & all payments must be via Bank Transfer, PayPal or Local orders can pay with EFTPOS in person (please select preferred option on order form)
I will send you an  invoice once your order details have been finalised. 

All WCO items require a 50% NON-REFUNDABLE DEPOSIT to cover the cost of materials. This is required to be paid within 7-10 Business Days of receiving your invoice.
Payment of the non-refundable deposit indicates that you accept the Non-refundable deposit clause, and intend to pay the remaining balance upon completion of your order. Failure to pay the deposit within 7-10 Business days, indicates a cancelled order request. Unless, you email requesting to postpone your order; in which case, you will be moved down the que until your deposit has been paid.
A deposit will ONLY be refunded if I am no longer able to complete your project, not for simple change of mind (extenuating circumstances will be evaluated on a case-by-case basis).

 Requests - 

Looking for something specific, let me know and I will see how I can accommodate you.
Use the Requests Form to Inquire. Process will then be the same as for a standard Custom Order or a WCO (size, price, materials etc. will affect this).

Any orders processed via Etsy will be subject to their specific returns and refunds policies. If you made a purchase via Etsy and need to discuss a product, please do so via my Etsy Store.

Deposits -

All Ready Made Stock Items do not require a deposit.

Custom Orders generally will not require a deposit, however if the order total exceeds $50 a deposit MAY be requested.

WCO Items WILL require a deposit.
Deposits are 50% of the total items amount (excluding any postage). This is required to be paid within 7-10 Business Days of receiving your invoice.
Payment of the non-refundable deposit indicates that you accept the Non-refundable deposit clause, and intend to pay the remaining balance upon completion of your order. Failure to pay the deposit within 7-10 Business days, indicates a cancelled order request, or you will be moved down the que until your deposit has been paid. 
A deposit will only be refunded if I am no longer able to complete your project, not for simple change of mind (extenuating circumstances will be evaluated on a case-by-case basis).

Refunds & Replacements -
Refunds will not be issued for change of mind. All sales are final unless the product is faulty or defective.

You will be provided with the option for a replacement / repair first. The item must be returned in the condition the photos depict. A new or repaired item will then be provided in return. Customer will only need to cover the cost of shipping back to me and I will return at no cost.

All items must be returned for a refund and must return in the condition photos depict.  If item is reviewed and the damage is found to not be fault damage, a refund will not be issued.

Time frame -
Faults found within a 7 day period will generally be replaced / repaired / refunded after review.
Faults within a 30 day period will be reviewed on a case by case basis.
After 30 days, no item is covered

Review Process -
Accurate photos and details on how the fault occurred must be provided in writing. 

Please note -
Ends that have come unthreaded are not deemed faults. These are just the tails of ends that have already been tied in and can generally be clipped off at the surface (if unravelling occurs, this IS a fault).
General wear & tear are not faults.
Damaged caused by dragging, picking, chewing etc. are not faults.

For Posted Items
Damage occurred during shipping needs to be reported to the carrier in addition to contacting me, as carrier's have their own insurance. Items damaged in transit will remade / replaced / refunded once an insurance claim has been issued and approved with the parcel carrier.  Ensure you take photos of packaging BEFORE opening if you notice any damage, then check the item for damage as well. 
Any items over $100 will be provided with additional insurance at the cost of $2.50 per additional $100 of value.