FAQS and Terms & Conditions

CLICK HERE FOR ONLINE PRINT SALE T&C's

 

Please choose carefully when selecting prints and sizes as we do not refund for change of mind or error in selection unless you contact us prior to printing taking place. Check the actual measurements in inches or centimetres. A 'small' square print is not the same size as a 'small' rectangle print. Rectangle, Panorama rectangle, Wide rectangle, and Extra Wide Rectangle all have different measurements to one another in the same size category. 

All artwork is copyright of ANYA BROCK. Any unauthorised reproduction (this includes both material/tangible and digital forms of reproduction) is a violation of international copyright law. 

When purchasing an original artwork please note that there is always a chance that the image may be used for prints or products in the future. 

Any enquiries please email store@anyabrock.com

 

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Please note that COVID-19 has created delays within the dispatch and postal services. Whilst many orders will still arrive within expected timeframes, there are some unpredictable delays that are out of our control. We appreciate your patience and understanding with any delivery delays that may occur on orders. 

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GENERAL T&Cs and Q&A 

 

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.

 

SHIPPING

Please note that COVID-19 has created delays within the dispatch and postal services. Whilst many orders will still arrive within expected timeframes, there are some unpredictable delays that are out of our control. We appreciate your patience and understanding with any delivery delays that may  occur on orders.

 

How long does delivery take?

We send all Australian orders with Australia Post and Toll. 

Our Paper and Canvas prints are printed to order.

Printing and processing takes between 2 and 5 days depending on how busy we are. 

We print to order so please allow 2-5 days processing and 7-20 days printing and shipping for Australian orders (more for international). 

We'll endeavour to get orders out as fast as we can but during busy periods it can take the full amount of time quoted.  Regional Australia can take up to 20 working days for shipping on top of the processing and printing times.

We dispatch our Canvas and Paper Prints from Edgewater WA 6027

 

All other items are dispatched from Fremantle WA 6160. They typically take 1-5 days processing and 1-2 weeks shipping (more for regional Australia and international orders). 

 

You can find more specific details about shipping in each individual product listing under the shipping section. 

There is also details on the the SHIPPING + PICKUP page.

   

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

As soon as your order is processed, you will receive a confirmation 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.

If you do not receive any notifications, please check your spam/junk folder.

 

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 services 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 empty or incorrect, please email store@anyabrock.com and we will follow it up asap.  

If you do not receive any notifications, please check your spam/junk folder.

 

PICK UP OPTIONS

Some items have a pick up option available. Please see each specific product's shipping section for details. Pick Up codes used on non-applicable items may result in the dispatch of your order being delayed and a separate invoice for shipping costs being issued to you.

We will email you when your items are ready to collect. If you do not receive any notifications, please check your spam/junk folder.

If you are charged shipping on an item that you decide to collect from us, we will refund you the shipping fee back into the account or gift card you used to purchase your items. This refund takes up to 4 days for us to process. Shopify take up to 10 business days. Your financial institutions may take up to 4 days. This means it may take up to 18 business days for refunds to appear in your bank account.

 

VOUCHERS

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

If you have a physical 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 (16 digit code) then you can use this online. Just enter the code into the discount/gift card box at the checkout.

Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees.

Gift card balances are not redeemable, transferable for cash. Balances remaining on gift cards can only be used for online purchases on the Anya Brock website.

Any refunds granted on purchases made on a gift card will not be returned as cash or any other form. They will be returned to the gift card for later use.

Please note vouchers bought in store or online before 6th September 2017 will need to be manually fulfilled. Please email us at store@anyabrock.com to redeem your voucher.

Gift Vouchers and Gift Cards are valid for 2 years from their date of purchase. If you do not use them within this timeframe they will expire. Expired gift cards are not valid for purchases, exchanges, refunds, or returns.

 

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. Other online shoppers can still select the same item. If you are purchasing a limited edition or ‘one off’ item, 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.

 

Processing Refunds

We will process approved refunds back into the account or gift card you used to purchase your items. This refund takes up to 4 days for us to process. Shopify take up to 10 business days. Your financial institutions may take up to 4 days. This means it may take up to 18 business days for refund to appear in your account.

 

INTERNATIONAL ORDERS

Please note that COVID-19 has created delays within the dispatch and postal services. Whilst many orders will still arrive within expected timeframes, there are some unpredictable delays that are out of our control. We appreciate your patience and understanding with any delivery delays that may  occur on 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 choose 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.

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ONLINE STUDIO STOCK SALE ITEMS

 

COMBINED ORDERS

I am purchasing a full priced Paper/Canvas Print and Stretched and Framed Canvas Print in the one order. Can I pick them up together?  Unfortunately not sorry. Our Stretched and Framed Canvas Prints are gallery samples and shipped from our Fremantle Studio Storeroom. These are processed separately to any Full Price Prints which are sent from Edgewater WA. 

 

I am purchasing a full priced Paper/Canvas Print and a Stretched and Framed Canvas Print in the one order. Can I pick them up together? Unfortunately not sorry. Our Stretched and Framed Gallery Samples are collected from our Fremantle Studio Storeroom. These are processed separately to any Full Price Prints which are collected from Edgewater WA. 

 

I am purchasing a full priced Paper/Canvas Print and Homewares in the one order. Can I pick them up together? Unfortunately not sorry. Homewares are shipped from our Fremantle Studio Storeroom. These are processed separately to any Prints which are sent from Edgewater WA. 

 

I am purchasing a full priced Paper/Canvas Print and Homewares in one order. Can my shipping be combined? Unfortunately not sorry. Homewares are shipped from our Fremantle Studio. These are processed separately to our Prints which are created to order in Edgewater.  

 

I am purchasing an Original Painting and some Homewares. Can I pick up my painting and Homewares together? Maybe. If you have a combined order of a homewares item and an original painting, they might be in the same location. If this is the case we can make arrangements for you to pick them up together. We will contact you if this is possible.

 

I am purchasing an Original Painting and a Stretched and Framed Canvas Print. Can I pick up my painting and Homewares together? Yes. If you have a combined order of a Stretched and Framed Canvas Print that is located at our Fremantle Studio and an original painting, they can be collected together. 

 

I am purchasing an Original Painting and some Homewares. Can the shipping be combined? Unfortunately not sorry. Original paintings are sent separately in specific packaging that can not accommodate other products.

 

10% SIGN UP DISCOUNT

Does my 10% sign up discount work on sale items?

Unfortunately not sorry. No further discounts apply other than those stated in the sale product listings. 

 

VOUCHERS

Can I use my voucher on SALE items? Yes.

If you have a physical voucher (3 digit code) we'll need to convert it to a digital one so please email store@anyabrock.com to facilitate.

If you have an online gift card (16 digit code) then you can use this to purchase goods during the sale. Simply enter the code into the discount/gift card code box at the checkout. 

 

ADDING ITEMS TO CART

I added a print 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. If you are purchasing a limited edition or 'one off' item that other shoppers are also looking to purchase, 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 sale 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. If we can not provide you with the correct item we will issue you a refund. 

 

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 for the sale item, we will happily replace the item. If replacement is not possible we will refund you. 

Cushion Covers and Tea Towels 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.

Stretched and Framed Canvas Print samples and ex gallery display stock may contain some scratches or dents within the frame, corners or edges. They have been discounted to accommodate this.

 

PICK UP OPTIONS

Can I pick up my order instead of having it posted to me?

No, unfortunately there are no pick up options for the sale stock. 

 

SHIPPING

How long does delivery take?

We send our homewares with Australia Post. Orders will be dispatched weekly using Australia Post. Standard delivery times are typically 2 - 8 working days depending on your location in Australia. Regional Australia can take up to 20 working days.

 

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

As soon as your order is processed, you will receive a confirmation 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?

Please check your tracking details and contact the postal or delivery service for updates on your orders delivery status. If the tracking for your order is invalid or empty, please email store@anyabrock.com and we will follow it up asap.

 

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. Some countries will withhold the items until you pay import duties, taxes and fees.

In very rare cases customs may choose 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 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.

 

STOCK AVAILABILITY

The item I want is sold out online. Can I come and buy one in the studio at the sale price? 

No. Unfortunately the only stock that is for sale online is all we have available. Once this is sold out, there will be no more released at the sale price. Many print items can still be purchased at full price online once the sale versions have sold out.

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For any further questions please email store@anyabrock.com