Shipping & Returns
Tim Freeman Creative offers Free* Shipping in Australia for orders over AUD $100.
We offer free* shipping Australia-wide for orders over $100 AUD, except for Wholesale & Trade customers.
For orders under AUD $100 a flat $10 shipping fee applies.
For orders outside of Australia, shipping fees will be provided at checkout and are based on the size and weight of the artwork.
All artworks are professionally packed and shipped with appropriate insurance cover.
International Duties & Taxes
For customers outside of Australia - additional duties and/or import taxes may apply to your order upon arrival into your country, depending on your local country tax and customs laws.
We do our best to provide the most accurate images and descriptions of our artworks and products. In addition, returning bulky items such as art can be costly so please consider your purchases carefully.
We do however want to make online shopping as easy and risk free as possible. Therefore if for any reason you are not happy with your purchase, we are happy to accept a return or exchange within 14 days of receipt*.
If you have received the wrong item, or your item has been damaged in transit, please get in touch via email to email@example.com.
Please note that returns or exchanges are not possible for comissioned artworks, and artworks sold via a major sale program (eg 20% OFF SALE).
If you change your mind on your purchase and decide to return your goods, you will be given the option of either a credit or an exchange, which will be provided once we have received your returned item in its original condition and packaging.
Any shipping costs incurred (including import/export duties) will not be refunded and the cost of returning the goods will be paid by you. We recommend using a trackable or signed-for delivery service such as registered post, as we cannot provide a store-credit until the item has been received.
*Unfortunately we cannot accept returns for commissioned artworks or items sold via a 'sale' program (eg. 30% OFF Mid Year Sale).
Our goods come with the statutory guarantees imposed by the Australian Consumer Law. Below is some information about the rights that the statutory guarantees provide.
When can you obtain a refund or replacement under the statutory guarantees?
(a) We are not required to provide a refund or replacement if you change your mind.
(b) If the product doesn’t comply with one of the consumer guarantees in the Australian Consumer Law, you are entitled to have the product repaired or receive a refund or replacement, depending on whether there is a major or non-major problem.
(c) The statutory guarantees include guarantees that the product:
- is of acceptable quality;
- is fit for any disclosed purpose; and
- matches its description or sample.
(d) You can choose a refund or exchange if a product has a major problem. This is when it:
- has a problem that would have stopped someone from buying the product if they had known about it;
- is unsafe;
- is significantly different from the description or a sample; or
- doesn’t do what we said it would,
- or what you asked for, and can’t be easily fixed.
(e) Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
(f) For a non-major fault, we can repair the product in a reasonable time instead of offering a refund or replacement.
(g) Please keep your proof of purchase – e.g. your receipt.
Initial cost of returning faulty products
(a) Products do not need to be in their original packaging to be returned. You may, however, need to ensure the products are adequately protected for posting or collection. If you are not able to take the products to the supplier in person, and the supplier does not have a complimentary pick up or return policy, you may have to return them by post or another delivery service.
(b) As a general rule, if the item can be posted or easily returned, you should cover the initial cost of returning faulty products to the supplier. You should keep the receipts for those costs because if the returned products are later confirmed to have a fault - whether major or minor - you can recover your reasonable postage or transportation costs from the seller.
You can read more about your rights in regards to ‘refunds, repairs and replacements’ from the Consumer Affairs Website.
How to return something
(a) The first thing to do is contact us to let us know about the problem. The best thing to do is email us at firstname.lastname@example.org and provide the following details:
- your order number and the date of your order;
- your contact details including full name, address, phone number and email;
- a description of the problem WITH photographic evidence if possible;
or request for an exchange or return;
(b) Once we receive your claim we will contact you to work out the best way forward, including returning the product and providing any refund or replacement.
This information doesn’t limit the scope your rights or our obligations under the Australian Consumer Law. More information about the Australian Consumer Law is available on the Australian Competition and Consumer Commission website: http://www.accc.gov.au.
If you have any questions or concerns please feel free to contact our friendly customer service team via email.