FAQS and Terms & Conditions

 AFTERPAY

Do you accept Afterpay?

Yes

Why won't my Afterpay payment process?

Afterpay determines each of their member's purchase limits on an individual basis. If you are trying to pay with Afterpay and the payment is not being accepted, please discuss this with them directly. You can contact them by phone here or by online contact form here.

   

How will I know when my order is on the way? 

As soon as your order is processed, you will receive an email acknowledging your purchase. 

Once your order is dispatched, you will receive another email with a link to view your online order. Follow the link and you will be able to look up your tracking details.

 

What do I do if my order does not arrive after 20 business days?

Please check your tracking details and contact the postal or delivery service for updates on your orders delivery status. As with any postal service, sometimes things can be delayed in transport. The postal service are the best people to discuss these issues with. If they are unable to assist you, please contact us directly. If the tracking for your order is incorrect or empty, or incorrect, please email store@anyabrock.com and we will follow it up asap. 

 

VOUCHERS

Can I use my voucher to pay for an online order?

If you have an in-store 3 digit gift voucher, we'll need to convert it to an online one so please email store@anyabrock.com to arrange this. If you have a digital gift card then you can use this online. Just enter the code at the checkout.

  

ADDING ITEMS TO CART

I added an item to my cart but when I got to checkout it said it was sold out.

Please note that if you add an item to cart it does not mean it's being held for you. Whoever checks out first will get the item and you may find when you reach the final checkout page that items in your cart have sold out.

 

RETURNS POLICY

I changed my mind, can I return my item? 

No. Unfortunately there is a strict no 'rain checks' returns policy on all items. 

 

I received my purchase and it is not what I ordered, can I return it?

Yes. In the unlikely event that your order is mixed up, we will happily send you the correct item. We will reimburse you for any cost incurred returning the incorrect item to us.

 

I received my purchase and it is damaged or faulty, can I return it? 

Yes. If you receive an item that is damaged or faulty and this was not in the product description, we will happily replace or refund your item.

Studio sale stock prints may contain small creases or indents on the corners of the white border around the print. The white border is designed to sit behind your selected frame and/or mat board and so this should not be visible once framed. We will not accept returns on items with border creases. If the print image itself is damaged we will accept return and replace or refund your order.

Cushion Covers are made from natural linen. Linen may contain small inconsistencies within the fabric weave. These can result in small white spots (no more than 3mm) within the print. We do not accept returns on this variation. 

Coasters are printed on ceramic. In some cases the ceramic may contain small (no more than 2mm) bubbles in the glaze. Studio stock may have small surface scratches. We do not accept returns on these items.

 

INTERNATIONAL ORDERS

Do you ship overseas?

Yes.

 

Do I have to pay duties and taxes on my overseas purchase?

Maybe. Please check this with customs in your country of residence. If your items are over a specified monetary value, some countries will withhold the items until you pay an import duty or tax. The amount varies from country to country so please check with your customs office.

In very rare cases customs may chose to inspect your item. In the UK (and possibly other countries) this inspection fee may be passed onto the customer. 

Please note that Anya Brock Pty Ltd is not liable for any import duties, taxes, levies, or customs fees that your country of residence charges you for the receiving of your item. Please familiarise yourself with the import duties, taxes and charges that your country of residence applies to items being sent from Australia.

 

For any further questions please email store@anyabrock.com

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