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.  We will respond to your email within 24 - 48 hours during our business hours.  

As you will have guessed, my name is Jessica and I own and operate Made With Love By Jessica on my own.  I am also a mum of two little girls.  One who is commencing Kindergarten in 2019 and my other daughter has Autism and we attend therapy three times a week, every week.  In addition to this I also take my children to other activities they are involved in on top of my usual commitments as a mum and wife.

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

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

1. Urgent Order Requirements

2. Shipping policy

3. Print work draft

4. Processing Timeframe Policy

5. Pick up / Collection Policy

6. Return, exchange or refund Policy

 

URGENT ORDER REQUIREMENTS

Our minimum notice for creation of products is two full weeks (14 calendar days). Please note our minimum notice timeframe excludes pick up and shipping timeframe. 

If you would like to place an order and would like to collect it or have it shipped in less than 14 calendar days, this is classified as an urgent order and a fee is applicable. Please see individual listings for urgent fee.

PLACING YOUR ORDER

When placing your order, it is important that you read our store policy in its entirety.  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.  You can provide all information there, otherwise please 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

We operate our business like a booking system.  This means once the order is placed online the order is then booked under the due date. The due date is the date of the event.  Your order will be created in line with this policy and shipped out in accordance with our shipping policy.  Please refer to our shipping policy for further information.

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

Please understand that while we know some customers like to order well in advance in hope to have their products early for their event, we do not operate our business on a standardised processing timeframe.  Our business is a specialised business operated by one person, Jessica.  Therefore orders are processed in accordance of date of event only and will be shipped our in accordance with our shipping policy.  

This is especially important during peak season.  

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 highly reputable postal services, Fastway Couriers and at times Australia Post.

Please ensure that when you select your shipping method that you do so appropriately.  We are based in Sydney (postcode 2745).  

We ship all across Australia.  Shipping to other States/Territories can be anywhere from 2-4 business days, depending on your location for regular post.  For regional areas, regular post can take 3 – 4 business days and in some parts of Australia 5-6 business days.

We aim to ship our goods approximately two weeks before your event.  During peak times we can ship orders anywhere from 1 – 2 weeks before your due date (the date of your event). When your order is shipped you will receive an email notification from us and a tracking number for your reference. Orders that are shipped the week of your event will be upgraded by us to an express post where required.

DRAFT - PRINT WORK

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

Drafts are sent between Monday - Wednesday of every week.  Drafts are not provided on any other product.  If our workload is high, drafts will be triaged based on the due date. 

Please ensure that you review your print work draft carefully.  We create drafts 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 draft 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 draft, your draft is deemed ‘approved’ and we will go ahead and create your order. 

Once you have approved your print work draft, no changes can be made.  No replacement or refund on your product will be offered if your print work draft 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.  Jessica will contact you on the Monday of the week of your due date 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.

The due date is the date of your event unless you have specified an alternative date you require your order by i.e. for those travelling for their event.

As a general guide, pick up bookings are scheduled between Wednesday - Friday 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 providers Australia Post and Fastway Couriers.  These providers are a third party and Made With Love By Jessica is not responsible for any delays in postal services by Australia Post or Fastway Couriers.  Where there is any delay in shipping, Made With Love By Jessica do not provide refunds for items that arrive late as a result of the service provided by external shipping providers Australia Post and/or Fastway couriers.

If the parcel is lost and confirmed lost by postal services Australia Post and Fastway, we will provide a full refund to our customers, or offer a replacement.

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.