Shipping & Returns
Everything you need to know about how we ship your keepsake and our returns policy.
Shipping Policy
1. Shipping Locations
We currently ship Australia-wide only. We do not ship internationally at this time.
2. Processing Times
Orders for in-stock items are typically processed within 2-3 business days of payment confirmation. Custom-made or personalised items may require additional processing time. Estimated timeframes will be provided at checkout or via email. Orders placed on weekends or public holidays will be processed on the next business day.
3. Delivery Times
Delivery times vary depending on your location and the courier service used. Please note these are estimates only and not guaranteed delivery times.
- Metro areas (Sydney, Melbourne, Brisbane, Canberra): 3-6 business days
- Regional areas: 5-10 business days
- Remote locations: 7-14 business days
4. Shipping Costs
Shipping is a flat $12.95 AUD to anywhere in Australia, and orders over $295 ship free. Large items. Our door hangers and the Sold Key sign. Ship at a flat $35 AUD rate and are not eligible for free shipping, as they are oversized to post. Promotional offers may be advertised on the website from time to time.
5. Tracking and Delivery
Once your order has been dispatched, you will receive a confirmation email with tracking details. We use reputable carriers such as Australia Post and courier services. It is the customer's responsibility to ensure the delivery address provided is accurate and accessible.
6. Missed Deliveries
If delivery cannot be completed due to an incorrect address provided by the customer, or if a parcel is unclaimed and returned to us, the customer will be responsible for any re-delivery costs. Everlasting Treasures is not responsible for delays caused by incorrect or incomplete delivery information.
Delivery Estimates at a Glance
Refunds & Returns Policy
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a repair, replacement or refund if the goods you purchased are faulty or defective, unsafe, or significantly different from the description or images provided.
All Items Are Made to Order
Every Everlasting Treasures piece is handcrafted to order in our Sydney studio, often personalised with the customer's chosen name, date or message. Because of this, we do not accept returns, refunds or exchanges for change of mind, incorrect personalisation details supplied by the customer, or if you simply no longer want the product. Please double-check spelling, dates, colours and design choices before placing your order. This policy does not affect your rights under the Australian Consumer Law if the item is faulty, unsafe or significantly different from the description.
Faulty, Damaged or Incorrect Items
If you believe your item is faulty, damaged during delivery, or you have received the wrong item, please contact us at info@everlastingtreasures.com.au within 7 days of receiving your order. Provide your order number, clear photos and a description of the issue. Once assessed, we will arrange a repair, replacement or refund in line with the Australian Consumer Law. Everlasting Treasures will cover return shipping costs for faulty, damaged or incorrect items.
Refunds
Where a refund is approved, it will be issued to the original payment method only. Please allow 5-10 business days for the refund to appear, depending on your bank or payment provider. Original shipping costs are non-refundable except where required under the Australian Consumer Law.