Shipping, Policies & Returns

Please ensure you have read INTERNATIONAL IMPACTS section below first before making enquiries. COVID impacts are still going very strong with most international parcels taking 4-7 weeks to get to their destination.

 

Processing: Processing time is currently 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, clicking this number will take you to it's tracking info on Auspost.com.au. This is the most accurate way to track your package (we have access to no additional information on top of that link).

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.

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 Auspost (our shipping provider) 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 $3-$10AUD 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.

Duties/Taxes: 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 for International delivery.

 

Domestic Shipping (Australia)
  • Shipping times have slowed again due to Lockdown 2.0 in Victoria. Allow 2-6 business days for Express once dispatched & 4-10 for Parcel Post. These are just a guide and we will update as it changes over the next few weeks. We recommend EXPRESS during this time.
  • For parcels over 7kg, please email us for a courier quote.
  • We offer flat rate, weight-tiered shipping Australia wide, regardless of postcode:
Parcel Post  Express Post
up to 500g  $8.00 $9.90
up to 1kg $9.90 $13.90
up to 2kg $11.90 $17.90
up to 3kg $13.90 $21.90
up to 4kg $15.90 $25.90
up to 5kg $17.90 $29.90

 

International Shipping (All countries except Australia)
  • All prices are in AUD. 
  • We are currently experiencing postal delays due to the global impacts of COVID-19. We can also only send to limited countries, as listed below. 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.
  • We can currently send up to 5kg overseas. 

 

Waste Reduction:

We try our best to minimize packaging waste, while still sending you something exciting to open! Any printed inserts are recyclable & also printed on recycled paper wherever possible.

The bags we use for our cutters are compostable - cut them up small & give it a twirl! Postage boxes are uncoated cardboard & mail bags are compostable (again, cut 'em up small & pop them in. Instructions are on the bag).

Any bubblewrap in your package has been upcycled (i.e from mail we ourselves received!). For larger pieces you may receive a green tinted bubblewrap - this is degradable. We encourage you to reuse any bubblewrap received if you can.

 

 

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 blackbirdandviolet@gmail.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 blackbirdandviolet@gmail.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 blackbirdandviolet@gmail.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. 

Faulty or damaged items

Email us at blackbirdandviolet@gmail.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. 

Please note: damage from heat exposure during postal transit is rare and out of our control. Should your item be damaged due to heat exposure, 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 blackbirdandviolet@gmail.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:

Please ensure you have read INTERNATIONAL IMPACTS section below first before making enquiries. COVID impacts are still going very strong with most international parcels taking 4-7 weeks to get to their destination.

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.

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. The rest have been hand delivered by the household it was mis-delivered to.  If you have a local community facebook group, this can be helpful to check. 

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.

Please note, some items (i.e Earrings) are irreplaceable due to their one of a kind nature, we can discuss alternative stock solutions but can not remake.

 

  

INTERNATIONAL IMPACTS


Current delays are approximately an additional 2-4 weeks on top of standard times. This means your parcel will most likely not get to you within a month of placing the order.
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.
International Standard: This is our standard post option. Check for your countries expected delivery date here. Please note USA is experiencing further delays due to pressure on LAX*
International Express: 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 SHIPPING TO THE FOLLOWING COUNTRIES:

Andorra
Belgium
Bulgaria
Canada
Cook Islands~
Fiji~
France
Germany
Greece~
Guatemala 
Hong Kong
Iceland
Indonesia
Ireland
Italy
Japan
Malta
Monaco
Malaysia
Nauru~
New Caledonia~
New Zealand

Netherlands
Norway
Papua New Guinea~
Poland
Singapore
Slovakia
Solomon Islands~
South Korea
Spain
Sweden
Switzerland
Taiwan
Thailand
Timor-Leste~
Tonga~
United Arab Emirates
United Kingdom
USA
Vanuatu~
Vietnam

 


Auspost is currently only sending Standard Post to these countries. Do not select Express at check out.

  

Suspected Lost International Parcels:
We are happy to lodge enquiries with AusPost, so they can look into the status of your parcel after the following amount of time has passed. 
*International Standard: 8 weeks from date sent.
**International Express: 3 weeks from date sent.

Please note: we have only ever had 3 parcels lost in the last 3 years of online trading - chances are it's just delayed but it will be well worth the wait ❤️