Returns/Refunds/Exchanges
Changed your mind, item not what you expected? No problem…
We offer 30 day returns on all items from receipt of delivery.
OVERVIEW
If the item doesn’t arrive as expected or you change your mind, you can contact us in relation to a refund, return or exchange within 30 days of receiving your order.
- 30 days is calculated from the moment your order is received at your nominated delivery address and status recorded as ‘delivered’ on your tracking notification.
- Contact hello@elmandtheraven.com to notify us of your decision to return your order.
- We will arrange the preferred returns/exchange method.
- Returned artwork must be carefully packaged in the original packing materials within 14 days of notifying the Elm & the Raven of your intent to return the item.
- You must obtain proof of posting when returning item/s and forward details to The Elm & the Raven for tracking.
- A refund will be processed as soon as the returned goods are received, undamaged by the Elm & the Raven Studio.
- You will receive a full refund including the price of the item/s returned and the original outgoing shipping costs.
- The Elm & the Raven will pay for return postage for items that do not match the product description or are damaged on delivery.
- Please note you are liable for the cost of returns if you simply change your mind.
- Refunds will be processed within 30 days of receipt of the returned item to the Elm & the Raven studio in Tasmania.
DAMAGED ITEMS
Sometimes things get damaged in transit. When this happens – we’ve got it covered.
- If your purchase arrives damaged, please notify hello@elmandtheraven.com as soon as possible and photograph the damaged item and packaging.
- This will assist the Elm & the Raven claim insurance on the work.
- Please keep the damaged work until instructed in the event the delivery service wish to inspect it.
- You will receive a full refund. The item, or parts of it, depending on the level of damage, must be returned to the Elm & the Raven studio.
- All return postage costs will be incurred by the Elm & the Raven.
- You may select another art work of the same price as a replacement. Alternately a refund will be arranged.
- We will not accept returns or refund items that have been damaged by you after receipt of delivery.
CANCELLATIONS
You may cancel your order at any time, however if your order has already been dispatched, the refund can only be provided once the item has been returned and received safely by The Elm & the Raven.
Please note cancellation of ALL bespoke or commissioned work will incur a cost scaled to the amount of work that has already been done and the materials used.
RETURNS
Returned orders must be sent to:
Emma Coombes
The Elm & the Raven
756 Crabtree Road
Crabtree, TAS, 7109
Australia
If any other issues arise that have not been addressed please don’t hesitate to contact me at The Elm & the Raven. Our terms are established in accordance with Australian Consumer Law (ACL).
