FAQ
Frequently Asked Questions
Payments
Q: What payment methods do you accept?
A: Credit/debit cards, PayPal and Afterpay.
Q: Do you sell gift cards?
A: Yes.
Q: How can I purchase a gift card?
A: From the products page, purchase your gift card and enter your email at checkout. You will receive a digital card direct to your email address within 24 hours.
Q: I’ve lost my gift card, can I get a replacement?
A: Yes. Please email hello@saltandpinestore.com.au to arrange to have your email resent to you.
Q: Can I return a gift card?
A: No, sorry. Our gift cards are non-refundable.
Q: Does my gift card expire?
A: No, there is no expiry date on your gift card.
Q: My discount code didn’t work?
A: Double check you have entered the code correctly, that the code has not expired and/or that it applies to your cart. If it still does not work, please email hello@saltandpinestore.com.au to resolve this issue.
Q: Can I use more than one promotional code on my order?
A: Yes, in some instances.
Delivery
Q: What delivery options do you offer?
A: We deliver all our parcels with Australia Post. We offer standard and express shipping. Please see our shipping policy for our rates.
Q: When will I receive my order?
A: Our turn around time is 2-6 weeks, depending on the product and not including postage time. Please see shipping policy for postage times.
Orders
Q: Can I track the status of my order?
A: Once your order has shipped, you should receive an email with an AusPost tracking number. If you don't see it, please check your spam/junk folders. If not in there, email us at hello@saltandpinestore.com.au to resolve this issue.
Q: Can I cancel my order?
A: Yes, but not if your order has already been shipped.
Q: Can I amend my order once it has been placed?
A: Yes, but only if you ask for the amendment immediately, as your order may already be in production or have been shipped. We reserve the right to refuse an order amendment.
Q: What can I do if my order is going to the wrong address?
A: Please get in contact with us at hello@saltandpinestore.com.au to discuss this issue.
Q: Where is my order confirmation?
A: Check your junk/spam folders. If it's not in there, please email us at hello@saltandpinestore.com.au and we will resend your confirmation.
Q: What should I do if my order is missing?
A: If your order has been posted and is missing (tracking hasn't updated or it has been delivered to the wrong address), please contact Australia Post with your concerns.
Q: What do I do if I’ve received the wrong item?
A: We apologise if you have received the wrong item. Please contact us at hello@saltandpinestore.com.au so we can rectify the issue.
Q: There’s an item missing from my order, what should I do?
A: We apologise if we have forgotten to include an item in your order. Please contact us at hello@saltandpinestore.com.au so we can rectify the issue.
Returns & refunds
Q: How do I return an item?
A: Please contact us at hello@saltandpinestore.com.au if you wish to return an item. We will then ask you to post the item back to us, where we will inspect it and decide if you are eligible for an exchange or refund. We will then initiate the next step in either of these procedures, or return an unsatisfactorily returned item to you. Personalised items cannot be returned.
Q: Can I exchange an item?
A: Yes, please contact us at hello@saltandpinestore.com.au to discuss an exchange.
Q: Can I return a gift?
A: Yes, but only if you have the original receipt.
Q: Can I return items bought with a gift voucher?
A: Yes, but you will be refunded onto a gift voucher.
Q: Can I get a refund if the price has changed or the item has gone on sale since I ordered it?
A: As a business we are constantly changing our prices to meet sales demand and other various reasons. This means that if the price has changed since you ordered or the item has gone on sale, we are unable to refund the price difference.
Q: I’ve paid with Afterpay, how do returns work?
A: Once your return has been processed through us, Afterpay will refund you any payments you may have already made to them.
Q: What should I do if my refund is incorrect?
A: Please contact us at hello@saltandpinestore.com.au to rectify this issue.
Q: Will my original postage costs be refunded?
A: Postage costs will only be refunded if your product is damaged or faulty.
Q: What do I do if my item is faulty?
A: Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty and Salt & Pine Store has the right to refuse a refund on these grounds. If your item is faulty, please contact hello@saltandpinestore.com.au within 30 days of receiving the product with your name, order number and any images you can provide of the faulty item(s).
Wholesale
Q: Do you offer wholesale?
A: Yes! Please apply via the wholesale link at the bottom of our website.
Products
Q: Where are your products manufactured?
A: All our products are handmade in Australia.
Q: Are your products handmade?
A: Yes. Every item is carefully handcrafted in our home studio on the Sunshine Coast, Queensland. We pour love and attention into each piece to ensure it’s made just for you.
Q: Do you offer customisation?
A: Absolutely. Most of our keepsakes and gifts can be personalised with names, dates, colours, or patterns. Product pages include all available options.
Q: Can I request a custom design not shown on the website?
A: We love bringing your ideas to life. If you have a custom request, please email hello@saltandpinestore.com.au to discuss what’s possible.
Q: What materials do you use?
A: We use high-quality acrylic, timber, and UV-stable inks. Our materials are chosen for durability, aesthetics, and safety in your home.
Q: How should I care for my acrylic product?
A: Clean gently with a soft microfibre cloth. Avoid abrasive cleaners or cloths as they can scratch the acrylic surface.
Q: Do your products come with stands or hanging options?
A: Yes. Depending on the product, you may receive a timber stand or hanging fixtures. Each listing will specify what’s included.
Q: Can I see proof of my personalised order before it’s made?
A: In most cases, we do not send previews to keep turnaround times fast. Please double-check your custom details before placing your order.
Q: Do you offer products without the wooden frame?
A: Yes. Some of our vintage-style designs are now available without the timber border for a more minimalist finish. Look for this option on the product page.
Q: Are your products safe for nurseries or children’s rooms?
A: Yes. Our products are designed with families in mind and made using non-toxic materials. Please note, however, that they are decorative items and not toys.
Q: Do you offer bulk or event orders?
A: We sure do. Whether you're after event signage, wedding gifts, or bulk milestone plaques, please reach out to discuss your needs and turnaround time.