FAQ's

HOW LONG TILL I RECEIVE MY ITEM?

We advise to allow 7 days for your item to be made and shipped.  You will receive an email advising when your order has been shipped. Generally orders are sent within this timeframe, however during our peak periods wait times will be at the maximum.

As most items are shipped via Australia Post, this can take anywhere from 2-10 working days depending on where you are located in Australia. 

If you need your order sooner, please select the Express Post option.

WHAT ARE YOUR SHIPPING OPTIONS?

We use Australia Post.  All items have a tracking number and you will be advised of this at checkout. Express post is also available, please note this doesn't speed up the making of your product, simply moves it through the postal service quicker. 

We will always notify you once your order has been sent via the same email address you used when you placed the order.

I'VE PLACED AN ORDER AND WANT TO ADD AN EXTRA ITEM

We're so glad you love our items. Please email us at tullyandcoau@gmail.com and we will advise if it's possible and provide you with a free shipping code to combine your postage.

I SEE YOU ARE BASED ON THE GOLD COAST, CAN I PICK MY ORDER UP?

We are an online store and work from our home studio on the Gold Coast. If you want to save on shipping and pick your order up, please contact us prior to placing your order and we can let you know if it's possible.

CAN I CANCEL MY ORDER ONCE I'VE PLACED IT?

Once your have placed your order, we are unable to cancel it. Please ensure you read through all product descriptions clearly before you place your order. 

MY ORDER HAS ARRIVED BROKEN, WHAT CAN BE DONE?

Oh no! Please contact us within 24 hours of your order being received, along with photos of the item in it's original packaging. We will then contact the appropriate shipping carrier to lodge an investigation.  If a replacement is warranted, this will be shipped in the same shipping method you selected on your original order. 

I'VE RECEIVED A NOTIFICATION MY ORDER HAS BEEN SHIPPED BUT IT HASN'T ARRIVED?

As we use Australia Post, it can take between 2-7 business days to reach you, sometimes longer during peak times such as Christmas. We post from our home workshop on the Gold Coast.  As our items are sent with tracking you should be able to view its whereabouts with the tracking information sent to you when we posted your item, if you're unable to locate the tracking information, please get in contact and our team will do our best to locate your parcel. Once it leaves our hands, it's up to Aust Post to get your parcel to you. 

MY ORDER HAS BEEN RETURNED TO SENDER, WHAT DO I DO?

Oh that's annoying! We do find that most of the parcels returned to sender are due to incorrect address details entered at time of placing your order. If a parcel is received back via return to sender, you'll need to pay for shipping again to have your item redelivered. We will contact you if we do receive your order back via return to sender.

ARE THERE ANY SPECIAL CARE INSTRUCTIONS FOR MY ITEM?

Our products are durable, not indestructible.  Please handle them with care and wipe clean.  Hand wash only, do not soak.  Do not use chemicals or put them in the dishwasher.  Items that rub against lettering could cause damage.  

I WANT TO ORDER SOMETHING NOT ON YOUR WEBSITE, CAN YOU HELP?

Yes absolutely. We love custom requests, please get in touch and we can chat about your design.

* Please note our products are for decorative purposes only and should be kept out of reach of children.

* Prices are subject to change without notice.

HOW CAN I GET IN CONTACT WITH YOU?

That's easy, just send us an email at tullyandcoau@gmail.com or click on the talk to us link on our website.