Shipping And Returns
Christmas Snow Glow Lamps!!
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Shipping to You
If you're sending within the Australian Express Post network, Order your items before 11am, Wednesday 20th December.
Use our delivery times calculator to estimate how long your item should take to arrive. Our Post code is 4164. TY
*All items sent from us will incur an additional cost at checkout for insurance, this cover is for your items in case they go missing or are broken in transit. If you ask for (ATL) authority to leave this will void all insurances and any loss, theft or damage to any items will no longer be Fairytale Gardens reasonability.
*We try our best to keep the shipping to a reasonable price but sometimes the online Postage calculator gets the prices wrong, if you believe that the chargers maybe wrong please contact us it will then be handled at the discretion of Fairytale Gardens.
*We no longer refund Postage in cases that an over charge or incorrect postage was made by our live Australia Post system.
*If you choose the Courier option, please use a home address as they do not accept PO Box's, we will then choose a suitable courier for your parcels, if we find Australia Post is the better option this will be used.
*Fairytale Gardens wants to protect the wonderful world of our little fairies, with this we try to recycle our boxes/paper as much as we can to make their world a better place. We thank you for supporting the choice to recycle.
Time Frames for Deliveries
*Orders will be packed and shipped promptly from Queensland within 24hrs upon receipt of full payment, or same day if placed before 11am QLD time and not via courier. (Excluding weekends, busy periods like Christmas, and Courier parcel what will ship within 48hrs of payment)
VIC 3-5 Business Days
QLD, NSW 2-4 Business Days
SA, ACT 3-6 Business Days
New Zealand 5-15 Business Days
Rest of Australia (including Rural): 5-14 Business days
*We also Shipp to New Zealand but we sadly don't offer any other international orders.
Note: Delivery may take an extra 1-4 days during peak times (Eg.. Easter and Christmas)
* Courier is not an express, same day or overnight service, it can take up to 1-10 business days depending on your location.
* Fairytale gardens take no responsibility for parcels sent to an incorrect address due to you entering incorrect shipping information.
** It is the responsibility of the purchaser to ensure that the shipping information provided is correct.
***Fairytale gardens take no responsibility in the event of missing parcels and no replacements or refunds will given in the event you stated parcel to be left unattended when posted to you in the checkout section of your order.
****All items will be sent with a tracking number and can be tracked. Your tracking number will be emailed to you or you can track on your Fairytale gardens account, unless you have ordered your delivery through another company.
***Full Insurance is only offered on Australia post deliveries all other companies require a $100 loss or damage claim, if your parcel is loss or damaged by Courier we will follow this up with them and the result will be at the discretion of the Couriers Company.
***If you have not received your parcel 2 days after your timeframe for delivery ETO please let us know asap. We are unable to refund or resend any orders that are not been reported missing to us after 2 days of their ETO.
Broken or Damaged or Missing Items in Transit.
Please inform us within 24hrs of receiving your items if there is any problems (we may allow a few more days under certain circumstances, but NO more than 5days), if it is after this date we are unable to offer you any compensation.
In the first instance we recommend that you call us on 0400 469 699 as we can hopefully offer immediate advice to resolve the problem.
** Please note that some couriers have a claim process that costs, if an item is broken or the parcel is lost the claim amount is not our responsibility and this is up to you to follow up. Our insurance only covers Australia Post items, (we will use Australia Post where we can but for free shipping we are normally required to use couriers)
Broken products will be refunded or credited in full, what you need to do.
Broken products will be refunded or credited in full, Firstly send us photo of the item to confirm item is broken, and if no photo is supplied we will not be able to help you, then contact your local Australia Post and make a claim for goods damaged in transit, once this is complete we will follow this up with Australia Post and let you know when your claim has be approved, you will then be offered a replacement or we can refund you for the item.
** Please Note that if you ask for (ATL) authority to leave in any way this will automatically void all insurances and any loss or damage will no longer be our responsibility and if you wish to take it further will need to be done with the courier company used.
*** All claims during the Christmas Holidays will take 6-8weeks, we are sorry about this and unfortunately can not do anymore to fix this problem for you.
****If you receive a credit for any items damaged or faulty this credit will only be valued for 14 days, and cannot be used after this time.
If the item is missing:
* We will refund you in full via your payment method.
* Or a Replacement can be sent within your next order.
If the item is incorrect you have two options
**send the item back at your cost (or return parcel to sender) and we will send you the correct item.
**Or if you would like to keep the incorrect item we will give you a discounted credit for the item on your account.
(We only offer refunds and credits on items missing or incorrect, not replacements unless item is returned).
If you change your mind for any reason on an item we do not offer returns refunds.
If you are unhappy with an item and want to return it, please contact us to have this agreed on before returning, if you return an item as your not happy, or the item has a quirk that we have in our terms we will ONLY refund you for the item, no postage, insurance or handling will be refunded, (this includes the postage you paid to have the item posted to you and postage you paid for the return).
If you return an item please make sure you have insurance as if it's returned broken will will not be able to refund you. If you return an item without contacting us first we will be unable to refund you.
Most of our items are handmade and may have a few little quirks, these items are not faulty, defected or damaged, and they are just quirky.
(With all our fairy houses with little doors, these doors may come off this is one of their quirks and we can't fix or replace this, please use a little super glue to reattach, they can also be a little crocked and this is normal).
Also note that the solar panels may also be a little crocked or loose, this is not faulty.
Please note that if you place an order before a sale starts we can't change your order nor can we cancel an order so you can replace it to get the sale.
Sale items do NOT include FREE SHIPPING.
THESE TERMS AND CONDITIONS CAN AND MAY CHANGE AT ANYTIME.