We quality check all the products we sell, and have vetted a large number of courier companies and mail systems in order to provide you with a consistent, high standard of service.
We cannot guarantee specific dates for delivery due to many possibilities for delays outside our control, such as extreme weather events, or customs delays. However we do guarantee delivery or a full refund if the criteria below under ‘Full Refund’ are met.
After all, it is not in our best interests or yours for a gift not to be delivered – and we believe in win-win situations! So we only work with couriers and mail companies that have full tracking of goods which must be signed for, to ensure safe delivery to the correct address.
Our policy on any issues is detailed here:
All our overseas delivery parcels are sent with DHL Express, who are a reputable International delivery company.
All parcels are tracked and signature is required on delivery unless you request the gift to be left in safe place at your own risk.
Delays in international deliveries can happen due to circumstances beyond our control for example customs delays; and international weather events. Customs delays do happen to approximately 2-5% of parcels depending on the country they are being sent to. Usual customs delays are 5-7 working days but may be longer (up to 3-4 weeks) depending on the country and reason for delay.
If this happens to your parcel, we will do everything we can to help get it cleared, which may involve providing information and updates via DHL who liaise with local government customs on our behalf. In some cases this just involves letting customs follow their own processes for clearance. We will not refund because of this delay that is beyond our control. This is regardless how how much you have paid for shipping; or which carrier it is being sent through.
A partial refund is defined as the total price you paid less freight, duties, taxes, and customs clearance charges incurred by us.
If you are unsure or want to know more, please chat with us 24-7 on the link below, or email us at email@example.com with your specific question.
For items received damaged, please take a photo of the item within 24 hours of receipt, and send to firstname.lastname@example.org. We will either refund the damaged item or send a replacement item at no extra charge.
Some of our stock, such as our ceramic products, are individually hand-made, one-off designs. All our stock is quality checked and we do not make refunds based on the unique nature of our hand-made items; nor do we make refunds based on slight colour variations from our website.
Sale items are non-refundable.
You may return any item for a refund to us within 7 days of receipt provided the item is received by us in the condition it was sent to you.
Return shipping costs in these cases, are your responsibility.
Original shipping costs will not be refunded if there has been a change of mind. Goods must be returned in unused condition in their original packaging within 7 days of receipt. Once we receive the item/s, a refund will be credited back to you excluding delivery charges. We recommend returning the goods via a traceable method to ensure safe delivery.
We will not be held responsible for refunding goods that have not been received to the following address (i.e. without tracking).
The address for returns is:
I Still Call Australia Home
Level 1, 5/1 Fortitude Crescent, Burleigh Heads QLD 4220.