IMPORTANT: Please read our terms and conditions, privacy notice and shipping and returns policy carefully before using this website.
What are your shipping rates?
Standard shipping/postage is currently charged at a flat rate of $9.30AUD Australia Wide + $0.35AUD for each additional item purchased. Standard shipping/postage is capped at $30.00AUD. Standard shipping/postage for orders over $150.00 is free of charge. Express shipping can be accommodated on request and will incur additional costs which will be quoted to you before your order is shipped. Due to the bulkiness of some items, shipping costs may greatly exceed the estimated amount. In such rare cases you will be contacted and informed of the exact shipping and rush order costs before we process your order. Shipping to home or office addresses only, no PO boxes. Online orders can be picked up from our studio. Shipping/postage fees will be refunded for studio pickup orders.
How long will it take my order to arrive?
Delivery of your items can take anywhere from 5 - 35 business days, depending on your location and if personalisation has been requested. Upon receipt of your order we will immediately notify you of the expected delivery date for personalised orders. Business days are classed as Monday-Friday, excluding public holidays.
Where will my order be shipped from?
All orders are shipped via Australia Post's standard Parcel Post service. Orders will be sent from Something New, Baldivis, Western Australia, 6171.
What can I do if my delivery is faulty or damaged?
All possible care is taken when packaging your order. It is our goal to ensure that it arrives as safely as possible. If there is anything wrong with an order that you have received please contact us immediately by email at email@example.com or by telephone or text on 0412 696 940. If the goods and the parcel are damaged please take a photograph for claim purposes.
What if an item is missing from my order?
If you have an item missing from your order, please contact us immediately by email at firstname.lastname@example.org or by telephone or text on 0412 696 940.
What will happen if you do not have an item in stock?
We will always try to get your ordered items to you as quickly as possible. However, if we do not have your ordered items in stock we may need to ship the product(s) from overseas. This may delay delivery of your order by up to four weeks. If this is the case we will contact you as soon as possible on receipt of your order to advise the actual delivery date. Items temporarily out of stock at time of shipping will be notified as "on backorder".
What will happen if I am not at home when you deliver?
Australia Post will leave a card notifying that they attempted to deliver your order. You will then need to collect your parcel from their depot. Something New will not be responsible for misplaced or stolen orders left at your premises or with other parties.
RETURNS WILL NOT BE ACCEPTED WITHOUT PRIOR APPROVAL.
Contact Something New by email at email@example.com or telephone or text on 0412 696 940 before returning goods for any reason.
All return claims must be made within 14 days of purchase. Proof of purchase is required for all authorised returns.
IMPORTANT: Returns will not be accepted on opened products, food and candy items, candles or items that have been personalised correctly as requested and as per order. Candles shipped by ground during the summer months cannot be returned. Goods that arrive faulty, damaged or incorrectly personalised must be reported to Something New immediately upon receipt.
NOTE: Our handmade products are designed, drafted, measured, cut, glued, assembled and packed by hand in our store. We take care to ensure each piece is as much like the next as possible, however due to their handmade nature, discrepancies between device screens and printers and changes to paper and fabric dye batches: variations may occur from piece to piece. Any irregularities should not be considered a defect, flaw or fault, just a quirk of their handmade nature.
It may be impossible to achieve an exact colour match for every item. Small variations in colour serve to enhance the overall effect of your colour scheme. Products seen on the online catalogue do not always represent an identical colour match. Colours may vary slightly due to the manufacturing process specific to each product or by various situations beyond our control such as the hue/contrast on your device screens.
In the unlikely event of a faulty product or damaged item on delivery, please return the defective product back to Something New for inspection in original condition with the original packaging (where possible). Credit for the return will apply only to the purchase price of the product. Shipping and processing charges will not be refunded. Return delivery costs are the responsibility of the customer. Registered post with a tracking number is recommended. Something New is not responsible for items damaged or lost in the return delivery process and a refund will not be paid on returned goods that are not received by Something New.
A considerable amount of time and love goes into our handmade creations and it is important to Something New that you are happy with your purchase.
Please remember to choose carefully.
In accordance with the relevant Australian Consumer Protection laws and regulations, refunds are not provided if you simply change your mind after your purchase or make a wrong selection. Refunds / exchanges can be made if the product you buy is defective, faulty, wrongly described, different from a sample shown or do not do what they are supposed to do.
Something New reserves the right not to offer a refund, exchange or repair where the fault or damage is a result of misuse or lack of care. Personalised items cannot be returned, refunded or exchanged. However, if the item has been personalised incorrectly the mistake will be rectified at no cost to the customer.
Proof of purchase will be required for all refund / exchange claims. Please retain your order / tax invoice / receipt as your proof of purchase.