FREE SHIPPING on orders over $50 to Australia or $80 to NZ.

 

Monogramming now available.

Frequently Asked Questions

Payment

What currency does your store use?
All of our prices are in Australian dollars. Purchases are only able to be made in Australian dollars.

What payment methods do you accept?
We currently accept credit cards, debit cards and Paypal.

 

Shipping

Where do you ship to?
We are an Australian company and ship to Australia and New Zealand. Unfortunately, we are unable to ship outside of these countries at this stage.

How much does shipping cost?
Shipping costs are based on your shipping country.

For orders being shipped to Australia, we offer free standard shipping on all orders over $50 and a flat standard shipping rate of $10 will be added to all orders under $50.

An express shipping option is also available for all Australian orders for $15 (regardless of total order amount).

For orders being shipped to New Zealand, we offer free shipping on all orders over $80 and a flat shipping rate of $15 will be added to all orders under $80.

What shipping company do you use?
All of our orders are shipped via Australia Post from the Gold Coast, Australia.

How long will my order take to arrive?
Once you have placed your order, we commit to having all orders packed and dispatched as quickly as possible.

Orders that do not require monogramming will be dispatched within 2 business days of placing your order. Monogrammed products will require an additional 3 business days for processing before they are dispatched and so monogrammed products will be dispatched within 5 business days of placing your order.

Most standard shipping orders will arrive within 2-6 business days from dispatch, and express shipping orders will arrive within 1-2 business days however once your order has been provided to Australia Post, the shipping timeframes are unfortunately out of our control.

Once your order has been provided to Australia Post, you will recieve an automated email with your tracking information. Please use this tracking information for updates on when your order will arrive.

 

Monogramming

Have a read of our monogramming page, for answers to all of your monogramming questions.

 

Gifting

Can I send an order to someone else as a gift?
Yes! We do not include any invoices/receipts or other paperwork when our orders are shipped out, so your recipient will not know any of this information. All you need to do to send an order as a gift, is make sure you provide the receipient’s name and address as the shipping information, at checkout. If you are sending multiple gifts, you will also just need to place each gift as a separate order to ensure your gifts are sent to separate addresses.

Can I provide a personalised note to be sent to the recipient with the order?
We have collaborated with Just Smitten Cards to provide a range of luxury gold-foil design greeting card options, that can be added on to any order for $5. Choose to add a greeting card from any product page, select which card you would like and then enter a personalised message to your recipient, that will be handwritten on the inside of the card.

Greeting card add on options

Returns

Can I cancel or change my order?
If your order has not yet been dispatched (and for monogrammed products, the monogramming has not yet been completed), we may be able to assist you to change or cancel your order. Please send your order details to us via email at support@onherdesk.com.au as soon as possible.

What do I do if my order has arrived damaged or with major faults or defects?
Please send an email to support@onherdesk.com.au as soon as possible providing photos, so we can assist you further to offer a replacement (shipped at our cost) or a refund, in accordance with Australian Consumer Law.

Can I request a refund?
We unfortunately do not offer refunds due to change of mind. If you are not happy with your order once received, we can offer you an exchange. Please contact us at support@onherdesk.com.au to discuss this in the first instance. We will then request you send the products back to us at your own cost. The product/s need to be returned in the same condition.

Please note, this excludes any monogrammed products. As monogramming is a completely personalised finish, we are unable to offer an exchange on monogrammed orders unless your product has arrived damaged or with major faults or defects, in which case, please get in touch as per the email above.

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