Shop Policy

Welcome to Made With Love By Jessica.  

It is very important that before you order from our store you continue to read through this important information about our store and how we operate.  This forms part of our stores Terms and Conditions.  By ordering from our store you are agreeing to our Terms and Conditions.

We are a specialised business.  We operate during strict business hours.

Office Business Hours:

  • Monday, Tuesday, Wednesday 10:00am - 2:00pm
  • Friday 10:00am - 12:00pm
  • CLOSED Thursday, Weekends and Public Holidays.

Contacting our store:

Being an online store we communicate by email only.  Please continue to provide your best contact number when you order incase we do need to reach you by phone however our primary means of contact to our customers will be via email only.  As Made With Love By Jessica is operated by one person,  please remember that we are not always at our computer readily available to respond to emails instantly.  During our business hours, we are also in our workshop creating orders, out and about either dropping orders off at the post office for shipping or out purchasing stock supplies.

As you will have guessed, my name is Jessica and I own and solely operate Made With Love By Jessica.  To give you a little insight into my life, I am a wife to my husband Clay, a mum of two very beautiful and cheeky little girls Isabella and Scarlett, I have a furbaby Lulu who is a gorgeous pug turning 10 this year, and finally we also have our beautiful little bunny Cocoa.

In addition to running my business my daily responsibilities as a mum include school drop offs/pick ups, helping my children with after school homework, taking my children to recreational and sporting activities as well as heavily involved in therapy for my youngest daughter Scarlett 2 - 3 days every week.  

You may be wondering how do I have the time to run a business when I am doing all of that and then some because dinner still needs to be cooked and housework still needs to be done! ... I ask myself how I do it all the time! It's certainly no easy task and there is often a misconception of how much easier it is working from home but anyone who works from home knows it is a lot harder than people realise.  I think as mum's we just have to get it done so thats exactly what I do, I make it work and Made With Love By Jessica is now heading into our 4th year in business!

For these reasons my business hours are strictly structured around my family commitments.

Please continue reading below as we will cover the following important information:

  • Urgent Order Requirements
  • Shipping policy
  • Print work draft
  • Processing Timeframe Policy
  • Pick up / Collection Policy
  • Return, exchange or refund Policy

URGENT ORDER REQUIREMENTS

Our processing timeframe is anywhere from 2 - 6 weeks.  Once the order is processed, the order is then shipped or made available for collection.  If you are placing an order with our store and you have given us less than our minimum of two weeks notice for production (14 calendar days to create the order), you will be required to place the order as an urgent order. 

PLACING YOUR ORDER

By purchasing from our store you are agreeing to our stores terms and conditions, and it is assumed you have read our store policy in its entirety.

When placing your order please ensure you provide all the required information to avoid delay with your print work draft.  To provide this information, there will be a 'special comments' field as you check out. This is located on the first page when you click to open your cart at the bottom underneath the list of products you have added in your cart.  If you miss this section, don't worry you can email us separately with your order number as the subject line and provide us with this information via email.  We will print this out and attach it to your order.

PROCESSING TIMEFRAME POLICY

In 2020 Made With Love By Jessica will operate slightly different to the previous years.  We will now operate on a structured processing timeframe.  This timeframe can be anywhere from 2 - 6 weeks.  This means once the order is placed online, we can take anywhere from 2 - 6 weeks to process the order before it is shipped.  Orders are triaged within this timeframe in order of date of event to ensure all orders are sent and received within time by our customers.  Should you place your order where we are given less than two full weeks notice for production of the product (14 calendar days), you are required to place the order as an urgent order and pay the additional urgent cost associated with this.

If you are travelling for your event, it is imperative this information is provided to us at the time you place your order. 

SHIPPING POLICY

This should be read in conjunction with our Processing Timeframe Policy.
We offer a regular and express postal service for our products.  Our goods are shipped with  Australia Post.

Please ensure that when you select your shipping method that you do so appropriately.  Please do not select regular post if you know you need express post to ensure your order is received in time.  We will ship your order based on what method was selected by our customer.  If you want to know your expected delivery timeframe please take the time to visit the Australia Post website to view this information.  We are based in Sydney (postcode 2745).  

It is the customers responsibility to ensure you select the most appropriate method of shipping.  Made With Love By Jessica do not accept responsibility for any delay in shipping by a third party (please refer to our refund policy for further information).

Your order will be shipped once it is processed by us.  Our processing timeframe is anywhere from 2 - 6 weeks.  When your order is shipped you will receive an email notification from us via Shopify which will contain your tracking number. 

PERSONALISED KEEPSAKE CANDLE PROOF

All orders for personalised keepsake candles and personalised bonbonniere products receive a proof of the printing for your product.  We will email this to you.  Please ensure you check your junk/spam folders for this information.

Proofs are not provided on any other product. 

Please ensure that you review your proof carefully.  We create proof's in high volume and human error can occur.  Please ensure you check all spelling and dates to ensure they are correct. 

Once you are happy that everything as per your proof is correct, you will be required to provide your approval to proceed with creating your order. 

If we do not hear from you within 48 hours of Made With Love By Jessica emailing you the proof, your proof is deemed ‘approved’ and we will go ahead and create your order. 

Once you have approved your proof, no changes can be made.  No replacement or refund on your product will be offered if your proof was approved by you, or deemed approved and upon receipt of your order there is an error.

COLLECTION POLICY

Made With Love By Jessica is not a shop front, it is a family operated home based business, therefore we have a strict policy regarding pick up.  It is expected that all customers who order from our store have read our Collection Policy before placing your order.

Once we process the order within our processing timeframe, Jessica will contact you on the Monday of either the week your order is completed or the week of your event (whichever comes first) via email to book in a day for collection. We do not accept under any circumstances spontaneous collections.  Your order will be left at our collection point (our front door) packaged and labelled with your (the customers) name.

As a general guide, pick up bookings are typically scheduled between Wednesday - Friday each week strictly from 10am.  We do not allow weekend collections.  

RETURN, EXCHANGE OR REFUND POLICY

Due to our products being personalised, we do not accept returns/refunds for change in mind purchases or exchanges.

All items are sent by postal service provider  Australia Post.  Australia Post is a third party and Made With Love By Jessica is not responsible for any delays in postal services by Australia Post.  Where there is any delay in shipping, Made With Love By Jessica do not provide refunds for items that arrive late/after your event as a result of the service provided by external shipping providers Australia Post.  

If the parcel is lost we will raise an investigation with Australia Post.  Upon this investigation if Australia Post confirm your parcel has been lost, we will provide a full refund to our customers, or offer a replacement.

In the unlikely event that your product arrives damaged due to transit, please contact us within 24 hours of receiving your parcel and attach photos to your email to show us the damage and for us to review this.  For orders that arrive damaged and it is confirmed this damage is due to shipping/transit, we will offer a replacement or refund to our customers.  A refund will only be processed once the damaged goods are returned to us.  A replacement will be provided where time permits and we will communicate this with our customer.

For all other replacement, return or refund requests, these are handled in accordance with the consumer guarantee and as such will be assessed by us accordingly.  If you would like to claim a refund on your purchase you must return the product back to our store.

All returns must be made within 7 calendar days of the date your order is either collected from us, or the date your item is delivered to your shipping address.  Returns, refunds or exchanges are not accepted outside of 7 calendar days.

CANCELLATIONS

All cancellations must be within 3 calendar days of placing your order.  We will provide a full refund if you are cancelled your order within 3 calendar days and providing we have not commenced working on this.

For all cancellations where we have commenced working on your order or for those who have ordered personalised keepsake candles and we have sent you a print work draft, then you will forfeit 50% of the total cost of your order (excluding shipping fee). 

If your order has been completed in full, you will forfeit 100% of the total cost of your order.