Shipping, Policies & Returns

DOMESTIC POSTAL DELAYS (SEPT/OCT)

  • Please note AusPost is experiencing delays again (more info).
  • Express Post parcels are being prioritised in their network & we strongly encourage you to select it at check out.
  • Current guidelines are 2-6 business days for Express Post but up to 12 business days for  Parcel Post  
  • Business days exclude Saturdays, Sundays & Public Holidays.

We have the same tracking info as you do so unfortunately can not offer more information than AusPost tracking website. You will notice on your tracking page however a "Delivery Expected" window and any notes on delays in a "i" info box & you can click for more network info.

Thank you all so much for your patience and understanding. We're getting your parcels in the post within 2-4 business days & we're filling them full of Fast Postage Vibes we promise! 

If your parcel has been delayed over 15 business days, please send us an email at orders@blackbirdandviolet.com and we will lodge an enquiry for you.

 

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Processing: Processing time is currently up to 2-4 business* days. This is how long it takes us to process, pack & post your order. Postal estimates are on top of this.

Tracking: All shipping, Domestic & International, is tracked. You will be automatically sent a tracking number when your order is fulfilled, this number can be tracked here: Auspost.com.au (we do not have access to additional information). For International packages, you can often track via your countries main postal service (i.e USPS, Canada Post) with the same number, this yields more info once the package has landed in your county. 

Express Post: We highly recommend whenever possible you select Express post. 3D Printed Cutters & Polymer Clay are heat sensitive products and to reduce the low chance of heat damage, please use the Express Post option. We also recommend during an Australian Summer, to avoid Parcel Lockers or similar metal storage boxes for the same reason. Parcel Collect is a great option.

Insurance: Our parcels are not insured when they are sent. We do not take responsibility for refunding or replacing any orders that are lost or damaged by the postal service unless you have requested and paid for insurance on your parcel. Please read our "Lost Orders" section below for our alternative solution in the unlikely scenario that your parcel goes missing. 

If you would like to add insurance to your order: type “Please Insure” in the order notes when you check out and we will contact you with the quoted value from Auspost (it is normally between $2-$8AUD depending on the value of your order & country receiving) and if you wish to proceed, we will send you an invoice for this amount and insure your parcel for you.


  *Business days exclude Saturdays, Sundays & Regional Public Holidays (we are based in Victoria, Australia).

 

 

Domestic Shipping (Australia)
  • Shipping times continue to fluctuate since the pandemic began. Allow 1-4 business days for Express once dispatched & 4-10 for Parcel Post. 
  • For parcels over 8kg, please email us for a courier quote.
  • We offer flat rate, weight-tiered shipping Australia wide, regardless of postcode:
Parcel Post  Express Post
> 500g  $8.50 $10.90
500g to 1kg $10.90 $13.90
1kg to 3kg $13.90 $17.90
3kg to 5kg $17.90 $25.90

 

 

 

International Shipping (All countries except Australia)
  • All prices are in AUD. 
  • Current postal times are approx 1 to 4 weeks depending on your country. 
  • We are currently experiencing postal delays due to the global impacts of COVID-19. We can also only send to limited countries. Please scroll down to the “INTERNATIONAL IMPACTS” section to read more.
  • Shipping is calculated at checkout & is based on weight. We can not quote you shipping costs prior to ordering, please fill your cart with what you wish to order & then proceed to checkout to see the shipping fee and/or if we can post to you.
  • We can currently send up to 5kg overseas. 
  • We are not responsible for duties and/or taxes your country may charge you. All orders are sold on a delivery duty unpaid basis. Some countries have specific import restrictions on certain products & it is the responsibility of you the customer to check your local regulations before placing an order with us.
  • UK CUSTOMERS: Due to Brexit, there are major changes to how countries ship to the UK. We can only ship orders above $265AUD (approx £135) in value. You will also be liable for Duties & VAT upon arrival to the UK which we understand to be above 20%. We'd encourage you to look at a shipping pool with other local customers, to join your shopping list & share the shipping & tax costs. 
  • You will be automatically sent a tracking number when your order is fulfilled, this number can be tracked here: Auspost.com.au (we do not have access to additional information). You can also track via your countries main postal service (i.e USPS, Canada Post) with the same number, this yields more info once the package has landed in your county. 

 

 

 

ONCE YOU HAVE PLACED YOUR BLACKBIRD & VIOLET ORDER:

Adding to your order

We pride ourselves on our turn around of your orders and as such it may not always be possible to add to your order. If you have placed an order & wish to add to it, please email us at orders@blackbirdandviolet.com and please include the following information:

  • Your Name & Order Number
  • Items you would like to add

Depending on the number/weight of items you would like to add, we will get back to you with different solutions as soon as we can.

If we have already lodged your order with Auspost, we cannot make changes to the weight of the parcel & if you would like more items then another order will need to be placed. 

Cancelling your order

If you would like to cancel your order, please email us at orders@blackbirdandviolet.com, with the subject line “Cancel Order” and your name & order number in the body of the email. If we have not already lodged your parcel with Auspost then we can cancel your order and refund 100% of the value to you.

If we have already lodged your order with Auspost, but it has not been picked up, we will refund the value of the items but NOT the shipping cost.

If the parcel has been picked up by Auspost, we cannot cancel or refund your order.

 

UPON RECEIVING YOUR BLACKBIRD & VIOLET ORDER:


When receiving your Blackbird & Violet order, we ask you to take a moment & check off your items against the included invoice.


If there are any discrepancies or problems, please contact us WITHIN 48HRS of receiving your delivery. If contact is made outside of this time frame, we may not be able to honour the solutions below.
 

 

Missing or incorrect items

Email us at orders@blackbirdandviolet.com and please include the following information:

  • Your Name & Order Number
  • Details on what was missing or incorrect & any photos you think are necessary.

We will then endeavour to get the missing item/s, or an alternative solution in the case of sold out lines, out to you as soon as possible. We will cover the postal costs of sending out any missing or incorrect items. For International orders, we reserve the right to refund vs replace at our discretion. Any costs associated with orders being returned to sender due to being undeliverable or uncollected will be removed from order refund value.

Faulty or damaged items

Email us at orders@blackbirdandviolet.com and please include the following information:

  • Your Name & Order Number
  • Photos of the fault and/or damage. Please make it clear what the whole item is as well as the damage.

We will then endeavour to get the missing item/s, or an alternative solution in the case of sold out lines, out to you as soon as possible. We will cover the postal costs of replacing any faulty or damaged items that we are responsible for. For International orders, we reserve the right to refund vs replace at our discretion.

Please note: damage from heat exposure or postal company mishandling during transit is rare and out of our control. Should your item be damaged due to third party handling, we will discuss options to share the replacement costs should you wish to.

Refunds & Exchanges

We do not offer refunds for change of mind. We are happy to exchange items that are in the same condition you received them, if you contact us within 48hrs of the order being delivered. Please email us at orders@blackbirdandviolet.com and include the following information in the email:

  • Your Name & Order Number
  • Item/s you want to exchange
  • Item/s you would like instead

If your exchange is approved, you will be sent the address to return it to. Return postage costs are the responsibility of the customer, for both the items returned & the new items being sent out. Exchanged items will not be sent until return parcel is received (for piece of mind we encourage you to send your item/s back to us via tracked post).

Please note, we cannot exchange certain items such as Earrings, opened findings packets and other items that have hygiene concerns.

 

 

IF YOU HAVEN’T RECEIVED YOUR ORDER: 

Mis-Delivered Orders

Please ensure accuracy when entering your address. We use an intermediary app between our store & postal service, so we do not personally view the addresses to catch obvious errors. If an order is lost due to incorrectly entered address/old address, then we will not replace it and should your parcel RTS, any costs associated with orders being returned due to being undeliverable or uncollected will be removed from order refund value.

Sometimes you may get a notification saying your order has been delivered, but you have not received it. We have experienced 2 scenarios here:

  • It has been incorrectly scanned as delivered while being on-boarded, it is then delivered the next day.
  • The postal worker has left the parcel at the incorrect address.

In both these scenarios we recommend the same: contact your local post and speak to them about it. It is 100% faster than contacting us first - you know your local service, language and time-zone better than us and can talk to your address & situation. Normally a postal worker will take a photo of where they left a parcel or have a GPS marker from where it was scanned. In small enough towns, some even remember where it was delivered! We have seen most orders found this way. 

Lost Orders

Unfortunately, lost parcels are out of our control. If we suspect your order has been lost, we will lodge an enquiry with Auspost to confirm. Once confirmed, there are 2 outcomes:

1. If you requested & paid for insurance on your order you can choose to:
          a) have your order refunded [minus initial postage cost] or
          b) have us resend the order [at no additional cost to yourself].

2) If you did not request & pay for insurance on your shipping, then unfortunately there is nothing we can do to recover the cost of the parcel.
However, we do believe that online business is a two-way street, so while you choose to shop online & risk 3rd party postage, we too choose to operate an online business & use that postal service.
We are happy to talk through an option that equally shares the cost of the order should you wish to have it re-sent. We will likely offer to cover a higher portion of the products & ask you to cover the remainder & re-postal costs.

Any costs associated with orders being returned to sender due to being undeliverable or uncollected will be removed from order refund value.

 

  

INTERNATIONAL IMPACTS


Current delays are approximately an additional 2-4 weeks on top of standard times. 
They're still moving, it's just flight reduction, COVID-19 restrictions + strain on postal systems means its moving slower. You may notice your tracking info "stuck" at Melbourne Airport or your countries airport. This is normal, it is either waiting for a plane or to be sorted, this is the majority of the weeks of delays.
We are only offering International Express at this time: This option means that your parcel is given priority by the postal network. While still experiencing delays we would expect it to much faster, check for your countries expected delivery date here**

 
We are currently back to shipping to over 100 countries. If you can not check out, this means unfortunately at this time we can not post to you.

Popular countries we can currently NOT post to due to COVID-19 restrictions: India, Puerto Rico 

Suspected Lost International Parcels:
We are happy to lodge enquiries with AusPost, so they can look into the status of your parcel, if your parcel has taken over 3 weeks from the date sent.


 

Our Story

B&V are Sarah & Cody, two women based in Regional Victoria, Australia. Creating colourful & cheerful things has always bought a smile to our faces & it's a daily delight to be able to help others create those things too!

Shaking up the Shape Cutter scene in 2019, offering modern shapes in fresh colours but most importantly: sold individually. Most cutters back then were sourced from internationally based, traditionally focused printers & had to be bought in large sets of sizes that weren't always right for slab earring making.

In early 2020 we made the exciting decision to grow into
your one-stop-shop for Earring Supplies, focused on contemporary polymer clay making. 

Now in 2021 we're working super hard behind the scenes to continue to grow that range & bring some exciting new things to the table (helloooo resin!). 

To keep up to date on new products, check out our instagram.

Since June 2020 Blackbird and Violet donates $1000 of our sales each month, split evenly across the four groups below.

We would like to thank you for
making this possible & would like to encourage you to click the links below to find out more about these initiatives & charities. 

Pay The Rent  is a grassroots to grassroots collective in Victoria to Pay Our Rent to the First Nations people whose land we live on & part of a process of restitution to move towards justice & liberation for First Nations people.

Minus18 are champions for LGBTQIA+ youth, leading change, building social inclusion & advocating for an Australia
where all young people are safe.

Berry Street is an independent family service org., providing safe homes for children through fostering, kinship & residential care, works towards healing Childhood Trauma & speaks out for Childhood.

safe steps Family Violence Response Centre is a statewide (VIC) service for women, young people & children experiencing family violence, working towards ending family violence through a respond-recover-prevent framework.