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 costs are calculated at checkout and depend on the size, weight and destination of your order. Promotional offers such as free shipping may be available from time to time, as advertised on our website.
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.
Custom-Made and Personalised Items
Custom-made, personalised or special-order items are not eligible for return, refund or exchange due to change of mind, incorrect choice, or if you simply no longer want the product. This does not affect your rights under the Australian Consumer Law if the item is faulty, unsafe or misdescribed.
Change of Mind Returns
We do not accept returns or refunds for change of mind purchases. Please choose carefully before placing your order. In exceptional circumstances, and strictly at our discretion, we may agree to accept a return for a standard (non-custom) product if it is requested within 14 days, unused and in original packaging with all tags intact, and accompanied by proof of purchase. If approved, the customer is responsible for all return shipping costs. Sale, clearance and discounted items are not eligible for discretionary returns.
Faulty, Damaged or Incorrect Items
If you believe your item is faulty, damaged during delivery, or incorrect, please contact us at info@everlastingtreasures.com.au within 7 days of receiving your order. Provide your order number, 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
Refunds will be issued using the original payment method only. Please allow 5-10 business days for your refund to appear, depending on your bank or payment provider. Shipping costs are non-refundable, except where required under the Australian Consumer Law.