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Shipping & Returns

Returns Policy

You may return most new, unopened items within 7 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item.).

You should expect to receive your refund within three weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (2-3 business days).

If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

Please note that no personalised items can be refunded unless it is found to be our error.



Shipping

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

Please note that the shipping rates for most items go by dead weight, however if it is a bulky, light item, the parcel will be shipped with a cubic weight.  It is for this reason that we keep parcels as small and as secure as we can. To reflect the policies of the shipping companies we use, all weights under 1kg are rounded up to the nearest 500gm, and all items over 1kg will be rounded up to the next full kg.

 

Shipping Times (estimates only)

Email Certificates

Emailed within 2 business days after payment is received.

Unframed Certificates

Posted within 2 business days after payment is received. Posted in an envelope with a plastic sleeve and cardboard to keep it from bending. Please be advised that these do not fit in some mailboxes and therefore you may be left a red card in your mailbox or under your front door to collect your item from the local post office.

Please also remember that these times below are estimated, and may vary seasonally or due to other reasons that I am not in control of. If items are needed by a certain date it is always better to err on the side of caution and purchase the Express Post option for a few extra dollars.

Framed Certificates

Posted within 2 business days after payment is received using either Standard eParcel, or Startrack Express. You will receive notification when it has been shipped.

Personalised Bracelets

Created within 1 - 2 business days after payment is received and posted by Australia Post.

Most other items

Packaged and posted within 2 business days of payment being received, using Standard eParcel, Express Post eParcel and Startrack Express.

To view estimated times of delivery, please visit this page on Australia Post's website and enter the 'From' postcode as 4869, and be sure to enter the following business day as the date of dispatch. https://auspost.com.au/parcels-mail/delivery-times.html

*Please note that during peak delivery times (Christmas, Mothers Day,etc), times for delivery can vary due to high mail loads.

Tracking Parcels

Tracking numbers are emailed to you by Australia Post.

If you have an eParcel consignment number, you can view tracking messages by entering this number at www.auspost.com.au.

Typically a tracking message will be provided when:

  • shipping information is received
  • shipping information is approved
  • the item is lodged
  • the item arrives at the relevant delivery facility
  • the driver loads the item into their van
  • the item is delivered

Additional messages are provided if no one is at home and the consignment is carded to an Australia Post retail outlet for collection by the addressee, as well as for a number of other key events.

If you call Australia Post and talk to a customer service operator, please understand that if the item is still in transit (i.e., there is only the first three messages above in the tracking system), Australia Post seems to always tell you that the item is still sitting in Cairns. This is NOT the case. It is still in transit and will not be rescanned in, as above, until it arrives at the delivery facility near you.

 

International Postage - options are either Air Mail or Express Courier International (trackable). Delivery times vary, however, Air Mail usually takes around 10 business days, and ECI usually takes around 2-5 business days.

 

Please note that NO REFUNDS are given for items that arrive late if shipped in a timely manner (i.e within 2 business days). Gifted Memories has no control over Australia Posts delivery times, and if items are needed urgently, please use express post.