True Friends Heart Wall Hanging

Your product is handcrafted using the finest quality air dry clay. It is lightweight and durable but can be subject to breakage if dropped or not handled with care. To clean, gently wipe with a damp cloth. Intended for indoor use only. Do not submerge in water. Not unwrapped food safe.

Please note this product is not a toy. There are pieces that can be a potential choking hazard if they become unattached or broken. Adult supervision recommended when using around children.

At Designs by Sasha, great pride is taken in providing quality craftsmanship with our handmade products, and providing a positive buying experience for our customers, is at the forefront of our mission.  

Handmade is heart made, and our products are made with love. Every product is individually handcrafted, and may contain dips, divets and slight variations in form or colour. These characteristics are what add to the charm and uniqueness of a handmade piece and are not to be confused with having defects or faults. 

Our products are made and packed with the utmost care. Our goal is to get your new product/s to you safely, and in once piece, so they can be cherished for years to come.  

Every product is inspected prior to packing, posting, delivery or collection, to ensure no damage or faults are present. We understand however, that on occasion, despite our best efforts and care, products can be subject to heavy handling during postage transit and may arrive to you in a damaged or faulty state. In these instances, we are more than happy to provide a refund or replacement in accordance with Australian Consumer Law and Fair-Trading Act for any major damage inflicted. 

If you have received product/s that are damaged or faulty, and wish to seek a refund or replacement, please email us immediately, at Info@designsbysasha.com.au. Please attach a photo of your damaged or faulty product, along with your order number and a brief description of the major damages. 

Damaged or faulty products are required to be returned within 14 days of receiving, along with your original receipt. (Address provided upon request) 

Designs by Sasha 

Bowen Mountain 

NSW 2753 

Returned products remain the property of the consumer until received at the designated return address. Designs by Sasha will not be liable for any costs involved if returned products go missing or are delayed in the post. Any additional return postage insurance will be at the discretion and cost of the consumer. 

Within 7 days of receiving your returned damaged or faulty product/s, the Designs by Sasha team will inspect the damaged item/s, and a resolution emailed to you.  

Refunds will only be issued via the same method payment was received. Replacement products must be of an identical type, and value to the product originally supplied. Refunded or replacement product return postage costs will be covered by Designs by Sasha. 

Refunds or replacements will not be issued for the following reasons:  

• change of mind, and no longer want the product. 

• Personalised products

• Incorrect name/word spelling or incorrect numerical date added in personalised text field section

• ordered the wrong product. 

• found the product cheaper elsewhere. 

• found a more suitable product elsewhere. 

• unable to collect/pick up as first thought. 

• damage to product was accrued after it has been received. 

• failure by consumer to collect / pick up purchased products by appointment within 14 days of confirmed product completion. 

• damage to product/s has resulted due to carelessness during the unwrapping process. 

• were aware of the relevant fault before buying the product - for example, if the fault was written on the product's tag, or for online purchases, indicated in any photos or descriptions of the item online. 

• damage or fault to the product caused by misuse, not following care instructions or displaying product in unsuitable environment e.g., outside or exposed to various weather conditions such as direct sunlight or rain. 

• used the product for a long time and faults are a result of usual wear and tear. 

• undelivered or delayed arrival of postage products. 

• sale, promotional, discounted or competition prize items. 

• dips, divets, slight imperfections, or minor variations that are part of a handmade product’s character and charm, and what makes them uniquely individual. 

• slight variations in product colour, size, pattern placement, thickness from photographic images displayed online. 

Ordering Processing & Turnaround Time

Every Designs by Sasha product, is individually and lovingly handcrafted, and made, to order specifications. Individual order turnaround times may vary depending upon order volume and customisation requirements. 

Personalised and custom designed orders are made as they are processed, with standard handcrafting time for most orders, usually between 7-14 business days (excluding weekends and public holidays).  Postage, delivery or collection time is additional to handcrafting time. (See Australia Post Parcel Post delivery guideline below)

Handcrafting turnaround times extend during peak celebration times such as Easter, Mother’s Day and Christmas. 

Orders are not handcrafted on weekends or public holidays (NSW).

Customised, personalised, bespoke artwork and wholesale order turnaround times may vary beyond the standard handcrafting timeframe, depending upon order requirements. A direct email will be sent indicating a rough handcrafting timeframe before postage or pick up.

Designs by Sasha will send an email directly to individual customers if the turnaround time is experiencing significant delays, beyond standard processing and handcrafting times.

Standard turnaround time do not include additional days to acommodate any changes made to designs, or remakes due to damage during the handcrafting/drying process. Designs by Sasha will send individual customers an email to inform them about any additional delays.

 

SHIPPING POLICY 

DOMESTIC SHIPPING  

Shipping charges for your order are calculated and displayed at checkout.   All orders are sent via Australia Post, as tracked parcel post. Postage and handling costs are calculated by parcel size, weight and postcode. An Australia Post tracking number will be issued via email once postage has occurred.  

Designs by Sasha is not liable for any costs or damages associated with lost or missing parcels once lodged with Australia Post parcel postage service. 

Designs by Sasha is not liable for any costs or damages caused by postage delays, or if a parcel was not received by a certain/requested date.  

Designs by Sasha is not liable for any costs or damages associated with lost, missing or damaged parcels, where postage or contact details have been incorrectly input by the customer at checkout. 

Please allow 48 hours for the tracking information to become available.  If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact info@designsbysasha.com.au with your full name, order and tracking number and further enquiries will be made. 

 

AUSTRALIA POST PARCEL POST SHIPPING TIMES

Australia Post parcel post shipping times indicated are not guarenteed by Designs by Sasha and are to be used as a guide only. Designs by Sasha is not liable for any delays or additional time added to postage timeframe as a result of Australia Post delays.

Parcel Post (Australia-wide)

Same state: 2-4 business days

Interstate: 3-6 business days

Express Post parcels (Australia-wide)

Same state: 1-2 business days

Interstate: 1-3 business days 

 

INTERNATIONAL SHIPPING  

International shipping is currently unavailable at this time. Shipping is only available to customers residing within Australia.

 

LOCAL “CLICK and COLLECT” 

‘Click and collect’ option is available by appointment from our Bowen Mountain studio, NSW, 2753, or from our designated collection point. (Location to be advised) 

Customers are required to indicate this option at checkout as preferred delivery/collection method.  

Customers will receive a text message/email once their order is ready, along with possible collection days and times. Customers are required to confirm their most suitable collection day and time.  A 30 minute timeslot will be provided to customers. It is the customers responsibility to ensure that their order is collected within this allocated window of time.

Designs by Sasha is not liable for any costs or inconveinince caused as a result of a customer's failure to collect during their allocated time slot.

"Click and collect" orders will only be available during a cuctomers allocated time slot and will not be available prior to, or later than the customer’s confirmed day and time slot.  

It is the customers responsibility to email Designs by Sasha at info@DesignsbySasha.com.au if they are unable to make their appointment time or are delayed. 

If a customer fails to collect, or are delayed in collecting their order beyond their allocated appointment time, a new collection appointment time will be allocated convinient to Designs by Sasha availability.

Please not a $5.00 will apply if a customer fails to collect their order on subsequent ocassions.

"Click and Collect" customers can collect their order from the address provided via email, upon confirmation that their order is ready. Collection instructions will be provided via email, along with collection date and time.

A text message/email will be sent after collection time to ensure your order was collected with ease and safety.