FAQ's

Where are you located?

We are located in Logan City in sunny Queensland Australia. 

What is your refund policy?

We take great care to send your items out in perfect condition. If however an item is received which is faulty, damaged or not as described, a full refund or exchange is offered.
Contact to be made within : 7 days of delivery
Item to be shipped back : Within 14 days. Items must be shipped back with tracking.

Please choose carefully as refunds are not offered to customers who simply change their mind and no longer wish to have the item.

If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Personalised Products

 Due to the nature of personalised items, unless they arrive damaged or defective, or the item has a mistake we have made in spelling, We can not accept returns for custom or personalised orders. Please make sure you send through correct name and spelling to go onto custom embroidered products. We will not be responsible for any misspellings’ on buyers behalf. Please make sure colour of text and font style of embroidery are correct as there will be no refund once items have been embroidered

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

What is the current turn around time?

As of 11th May 2019  Current turn around time for custom embroidered orders is  2-3 weeks. Shipping time is not included in the turn around  time. Items are stitched in the order that payments were made. This time frame does not include ready to ship items, unless you have added a personalised item to your order along with ready to ship items.  Normally ready to ship items are shipped within 1-3 business days.   Weekends and holidays are not included in these time frames.


What if I need my order sooner?

Please feel free to send an email to debartdesigns@gmail.com to discuss a rush option.  Please note certain times of the year ie  as Christmas approaches this may not be an option due to volume of orders.

What is your shipping policy?

We ship all orders via Australia Post using trackable satchels. You have the option of standard post or express post. Once your item is posted you will receive an email containing tracking information. No responsibility is taken by Debart Designs for lost, misplaced or damaged parcels.

 

What if my items have shipped but I still have not received them?

Postage times vary depending on where you are in Australia or overseas.  Within Australia please allow up to 2 weeks for your parcels to arrive as there are certain times in the year that Australia Post fall behind in delivery times.

All items posted within Australia will show tracking which is provided to you via email on shipment.  Please check the tracking of your parcel on the Australia Post tracking page. If after 2 weeks your item is still  not showing as delivered   please send an email to debartdesigns@gmail.com. If the item is showing delivered via the tracking number provided, please contact your local post office as they will have more information on the exact location on the package. 

Postage times to overseas destinations vary please allow up to 3 weeks for your items to arrive.  

Do you do custom items?

Yes, we often do custom items and love doing them.   Please feel free to email debartdesigns@gmail.com  to discuss your custom item.


What if I need to change an item that was ordered?

All orders should be thoroughly checked before payment to insure invoice and or carts are correct. Should you require to change an item please email debartdesigns@gmail.com within 24 hours of paying for your order. 

In the case of personalised items We will email design proofs for personalised items for your approval before processing your order. Please check details and all spelling is correct. Once approval is given Debart Designs Embroidery take no responsibility for mistakes made due to customer error. 

Cancellation of order.

If you would like to cancel an order, you have a 24 hour time frame from time of purchase to do so.