Shop policies

Returns & Refunds

I want you to be happy with your purchase. If your item arrives damaged, faulty or with a printing issue, please contact me within 7 days of receiving your order, including a photo of the problem.
I will happily organise a replacement or refund, depending on the issue.

Please note:

  • Items must be returned in their original condition when requested.
  • Refunds cannot be issued for change of mind.
  • Print-on-demand items (e.g. tote bags) may be replaced directly by my production partner if the issue originates from printing or manufacture.

Cancellations

Orders can be cancelled within 12 hours of purchase.
After this time, your order may already be in production or on its way and cannot be cancelled.

Damaged or Lost Orders

If your parcel is damaged in transit, please email me a photo within 7 days of delivery and I will arrange a replacement. If an order goes missing:
  • Australia Post considers a parcel “lost” after 10 business days without movement.
  • I will help you lodge a missing parcel enquiry.
  • Once confirmed lost by Australia Post, I will send a replacement at no extra cost.
Large Letters (greeting cards) do not include tracking. If these go missing, please contact me and we will find a fair solution.

Print-On-Demand (POD) products

Some items (such as tote bags) are printed and shipped by my production partner.
Because these are made especially for you:

  • They cannot be returned for change of mind
  • Production and shipping times are separate from locally shipped items
  • They may arrive in separate packaging to the rest of your order

Any printing errors, damage or defects will be replaced at no cost.

Shipping Address Policies

Please ensure your shipping address is correct at checkout.
I cannot refund or replace orders sent to an incorrectly provided address.

Mixed Orders (Local + POD)

If your order contains items shipped by me and items produced by my POD partner:

  • They will arrive in separate parcels
  • Shipping rates are calculated automatically
  • Only locally shipped items qualify for free shipping over $60
  • POD items never qualify for free shipping due to external production costs

Quality & colour disclaimer

Colours may vary slightly depending on your device or screen.
Each product is carefully checked, but small variations in printing are normal due to the hand-painted nature of the artwork.

Environmental commitment

I package all locally shipped items using recyclable, compostable or reusable materials where possible.

POD items use the packaging provided by the production partner.

Contact

If you have any questions or concerns, feel free to contact me:
📧 hola@valeriagottau.com
I’ll always do my best to help.