Frequently Asked Questions
Q: What payment methods do you accept?
A: Credit/debit cards, PayPal and Afterpay.
Q: Do you sell gift cards?
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 firstname.lastname@example.org 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 email@example.com to resolve this issue.
Q: Can I use more than one promotional code on my order?
A: No, sorry.
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 1-4 weeks, depending on the product and not including postage time. Please see shipping policy for postage times.
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 firstname.lastname@example.org 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 email@example.com 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 firstname.lastname@example.org.
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 email@example.com 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 firstname.lastname@example.org so we can rectify the issue.
Returns & refunds
Q: How do I return an item?
A: Please contact us at email@example.com 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 firstname.lastname@example.org 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 email@example.com 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 firstname.lastname@example.org within 30 days of receiving the product with your name, order number and any images you can provide of the faulty item(s).
Q: Do you offer wholesale?
A: No, currently we do not as we don't have capacity to fulfil wholesale orders on top of regular orders, sorry!
Q: Where are your products manufactured?
A: All our products are handmade in Australia.