Shipments and returns
Packages are generally dispatched within 2 days after receipt of payment or within 5 days for large stone sculptures over 20 kgs that require specially made crates.
During the checkout process you will see several delivery options for items under 20kgs (please see below for items over 20kgs), all Shipping fees include handling and packing fees as well as postage costs, if an items weight is increased due to packaging materials used heArt of shonA will pay the extra costs for this extra weight when sending the item. heArt of shonA will package purchased items to a very high standard to minimise damage risk during delivery but we highly recommend you take the "Extra Cover" option for Valuable items such as Shona Stone Sculpture, heArt of shonA holds no responsibility for items damaged during delivery if this option is not taken, Shipping fees vary according to total weight of the shipment, distance, extra cover, express postage etc. heArt of shonA will provide you with a tracking number to track your item throughout the delivery process.
It is the purchasers responsibility to ensure the correct contact and mailing details are provided to heArt of shonA, heArt of shonA will not be responsible for items delivered to an incorrect address when incorrect details have been provided or if we are not able to contact the purchaser due to an incorrect email address or phone number being provided.
We advise you to group your items in one order except where the total of the items exceed 20kgs and in this instance shipping fees will apply to each grouping of items up to 20kgs.
The "Extra Cover" delivery option is highly recommended for all delivery purchases, heArt of shonA holds no responsibility for items damaged during delivery if this option is not taken.
Item Damaged during delivery with "Extra Cover" option - if the item is damaged when you receive your delivery please advise the Postal office or courier immediately and return the damaged item with the packaging to the Postal office or courier, they will then investigate to determine if the item has been damaged during delivery or since being received by the purchaser, please also contact heArt of shonA as soon as possible and we will have a claim for damage raised being the sender of the item, as the majority our items are hand made and cannot be reproduced we will not be able to replace the item and will therefore only be able to refund the cost of the item if it is found that it was damaged during delivery and an "Extra Cover" claim has been successful, if the "Extra Cover" claim is not successful heArt of shonA is not responsible for giving a refund to the purchaser which makes it very important to check the item as you receive it.
If an items weight is increased due to packaging materials used heArt of shonA will pay the extra costs incurred for this extra packaging weight when sending the item.
It is the purchaser’s responsibility to ensure the correct contact and mailing details are provided to heArt of shonA, as above
Tracking your Australia Post item/s, heArt of shonA will provide the purchaser with a Tracking number within 12 hours of sending the item, please use the below link to track your item;
Free Shipping within Australia
From time to time a select range of items are available with Free Shipping within Australia, heArt of shonA will cover all Shipping and Handling costs where this option is available to be selected on check-out when purchasing an item online through heartofshona.com.au
Pick Up - heArt of shonA
Please use the "Pick Up - heArt of shonA" option for the below scenarios;
1. If you would like to purchase an item and then pick it up at one of our markets or from our business address. We will then contact you to organise date and time of pickup.
2. Free delivery and installation for purchases over $500 within a 250 Kilometre radius of Ballarat, Victoria, Australia, 3350, please add a comment to your purchase and / or contact us advising of this option and we will contact you to organise a suitable time for delivery / installation.
3. If you would like to use a different courier / delivery service, please add a comment to your purchase and / or contact us advising of this, this will also apply to items over 20 Kilograms, please also see section covering "ITEMS OVER 20 KGS below", heArt of shonA will organise delivery with recommended cover / insurance or if using your own Courier / Delivery service heArt of shonA holds no responsibility or any damage to purchased items during delivery.
Items over 20kgs or .25 Square Metre
As Australia Post do not deliver items over 20 kilograms or greater than .25 Square Metre please use the "Pick UP - heArt of shonA" option when making your purchase and we will then work with you to organise shipping of your purchase. Insurance / Extra Cover on your delivery is recommended and if using your own Courier / Delivery service heArt of shonA holds no responsibility or any damage to purchased items during delivery if Insurance / Extra Cover is not included.
If for any reason you are not completely satisfied with your purchase we will fully refund the purchase price excluding shipping / postage charges if you contact us within 7 days of receiving the item with the condition the item has not been damaged or modified in any way when returned, once we receive the undamaged item/s we will then refund your chosen bank account or credit card which can take up to 5 days from the date of us receiving the returned item, the item must be packed securely with Extra Cover / Insurance recommended, if Extra Cover / Insurance is not used when returning the item/s and the item/s are damaged this policy will be void and therefore NO REFUND will be given.
For any other enquiries or payment disputes please contact email us @ email@example.com