Thanks for shopping with us at Australian Wildlife Art! We always aim to please but occasionally there are unforeseen circumstances. If you’re not entirely satisfied with your purchase, we’re here to help.

Can I Replace My Item?

We will provide a like-for-like replacement free of charge, only if the item:

• - Is faulty (e.g. a misprint or the wrong image)
• - Was damaged during transport (e.g a chip in a mug or a tear in a Print) 

We will require photographic evidence (via email) of the defect before being able to take any steps towards providing you with a replacement. Once we have received the pictures from you via email, we will assess your claim and organise a replacement if the item is indeed deemed faulty.

Please contact us via e-mail for further details.

What if I Ordered the Wrong Size?

While you are responsible or checking the size of the art and medium you are ordering, we understand mistakes can happen . Please contact us via email with your order number and issue and let’s chat.

What if I Put the Wrong Address?

If you have provided an address which is incorrect or considered insufficient by the courier, the shipment will be returned to us by the carrier and you would be liable for any reshipment costs once we have received the item and confirmed an updated address with you (if and as applicable).

What if My Delivery Was Rejected, Refused or Abandoned?

We cannot be held responsible if your delivery was rejected, refused or abandoned. However, we understand errors can me be made so please email us if you’d like to organise a new order/delivery.

Will I Get a Refund?

Claims deemed to be an error on our part will be covered at our expense. We will first attempt to organise a free replacement for you if the item is faulty (see above). If no replacement can be organised, we will provide you with a refund. Please understand that this however excludes any governmental tax, duties, customs or tariff. If you are in a country where the government’s tax, duties, customs or tariff is refundable then we are happy to refund this to you also.

Customers are responsible if there are any additional customs fee. If the package is seized by Customs for any reason and returned back to us, we will issue you a prompt refund, less the shipping costs. If it is not returned back to us, we cannot issue you a refund. Most orders held by customs are for the purpose of charging import duties and Customs fees. We have had such troubles in less than 1% of our international shipments. If you are not sure, please contact the Customs Office in your country before ordering, as we are not responsible for such charges.

Can You Refund Me to a Different Bank Account or Card?

No, we can only refund you to the same bank account or card.

What if I Purchased From a Licensed Stockist / Reseller?

If you purchased your products from a licensed stockist or reseller of Australian Wildlife Art, you are bound to their specific Returns and Exchanges Policy and remain a customer of that specific stockist or reseller.

Notification for EU Customers 

According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

• - The supply of goods that are made to the consumer's specifications or are clearly personalized;
• - Sealed goods which were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons.

Therefore, for any art shipped to the EU, Australian Wildlife Art reserves the right to refuse refunds at its sole discretion.

How Will I Know What’s Going On?

We will let you know within five (5) days of the status of your replacement/refund. This can be variable however, depending on the shipping. 

How Long Will It Take to Get My Refund?

If a refund is applicable, please allow five (5) working days for the refunds to be processed from Australian Wildlife Art. The time it takes for you to receive your refund into your bank account however also depends on the time your bank takes to process this refund.

International Shipping Customs

If for any reason the package is seized by Customs Officials, we will not issue a refund unless all products are returned to us in good condition. If the package is returned to us by Customs Officials, the customer is still responsible for any shipping charges. Only the amount paid for the products will be refunded. If the package is held up / inspected by customs it is the responsibility of the customer to negotiate the release of their package. All paperwork required for Customs is supplied in your invoice. It is the customers’ responsibility to track their orders through their country’s respective Postal Service or Customs website, if available.

International Deliveries Reminders

• - Customs restrictions and warranty issues prevent us from shipping to every international location. You’ll be notified at checkout whether or not we can ship to your location.
• - We cannot ship overnight to international addresses; it typically takes up to 21 working days
• - Your tracking details will be sent to you once your order has been processed and dispatched Upon shipment of your order, you will be emailed a shipment confirmation information so you can confirm that your order has been shipped
• - The Buyer is responsible for all taxes, duties, tariffs and customs laws in the Buyer’s country
• - If your country does not have an Express Mail Service, orders will be shipped via a Registered Postal Service
• - Do not order items that are illegal to import into your country. Laws vary from country to country. It is your responsibility to check with your Customs office to see if your country permits the import of our products. Generally speaking, we have never encountered problems with customs when shipping to most countries worldwide.
• - It is the customers’ responsibility to track their orders through their countries respective Postal Service Customs or Website via the tracking info received. You can email us if you are having problems tracking your orders or if there are any delays.
• - We are not responsible for carrier transit times. This information is provided by the carrier and excludes weekends and holidays.

Translation

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

Contact Us

E-mail us at info@auswildlifeart.com