Frequently Asked Questions (FAQs)
1. What is your return & exchange policy?
Due to the handmade nature of our products, we can only accept returns or exchanges for damaged or defective items. If your item is damaged upon arrival, please contact us within 7 days with a photo of the damage, and we’ll assist you in resolving the issue. Unfortunately, we cannot accept returns for change of mind. Please note that the customer is responsible for return shipping costs.
2. How long will it take to receive my order?
We process orders within 3-5 business days. Delivery times depend on your location:
- Within Western Australia & Australia: Typically 6-8 business days.
- International orders: Generally takes 12-15 business days.
Shipping costs are calculated at checkout based on the size and weight of your order.
3. What payment methods do you accept?
We accept payments via credit cards, debit cards, and PayPal. Full payment is required at the time of purchase. Please make sure all your payment details are correct before submitting your order.
4. Do you offer international shipping?
Yes, we ship internationally! Delivery times for international orders usually take between 10-14 business days. Please note that customers are responsible for any customs duties or import taxes that may apply when the package arrives in your country.
5. What is your cancellation policy?
Orders can be canceled within 24 hours of placing them. After this period, your order may already be processed, and we may not be able to cancel or modify it. Please contact us as soon as possible if you need to cancel your order.
6. How should I care for my products?
To ensure the longevity of your handmade items:
- T-shirts: Machine wash in cold water and tumble dry on low heat. Iron on the reverse side to preserve the design.
- Clay crafts (incense holders, keychains, etc.): Wipe gently with a damp cloth. Do not submerge in water.
7. How can I contact customer service?
If you have any questions or need assistance with your order, please reach out to us via email at sunturstudio.co@gmail.com. We aim to respond to all inquiries within 1-2 business days.
8. Do you charge sales tax or import duties?
- Sales tax: All prices are in AUD (Australian Dollars) and include GST for Australian orders.
- Import duties/taxes: International customers are responsible for any customs duties or import taxes that may be incurred when the package arrives.
9. What if my order is lost or damaged during shipping?
If your item arrives damaged, please contact us within 7 days of receiving it with photos of the damage, and we’ll resolve the issue as quickly as possible. For lost or delayed orders, we’ll help track the package, but we recommend using the tracking information provided to ensure safe delivery.
10. How do I know if my order has shipped?
Once your order has been processed and shipped, we will send you an email with tracking information. You can use the tracking number to monitor the progress of your delivery.
11. Do you offer gift wrapping or special packaging?
At this time, we do not offer gift wrapping, but we take great care in packaging each order to ensure it arrives safely and beautifully. Each item is wrapped with care to make it a special experience when you open it.
12. Where are your products made?
All of our products are handmade in Western Australia. We pride ourselves on creating unique, high-quality items that are inspired by nature and designed to promote positivity, mindfulness, and self-care.