Shipping

1. How much is postage?

ORDERS OVER $200 ARE SHIPPED FOR FREE in AUSTRALIA ONLY (see below for international rates)

AUSTRALIA RATES (for purchases under $200)

0 - 0.5kg = $10
0.5kg - 10kg = $15
10kg - 20kg = $20

INTERNATIONAL RATES (other than Australia)

zero -  $100 purchase = $25 AUD
$101 - $500 purchase = $30 AUD
$501 - $2000 purchase = $50 AUD
$2001 - $5,000 purchase = $100 AUD

 

2. Why do I have to pay for postage for orders under $200?

Postage in Australia has recently increased their rates enormously, and as such the ratio of the postage price to the value of the purchase is quite high on smaller items. We absorb some of the cost and do not charge for packaging.

3. Can I get my order sent Express Post?

All orders are processed within 2 business days of receipt. We are a custom art business and so often will need to make up your product in our workshop. This usually takes a couple of days.  If there are to be any delays we will notify you but this is rare.  Generally orders leave our studio workshop within 4 days of them being placed online.

Orders are then shipped via Australia Post, Fastway Courier (for larger items) or Pack and Send based on the order size and weight.  The usual delivery time from Perth to the Eastern States is between 7-10 working days from us lodging the order with the courier, but please allow up to 14 days from the date of shipment.  

Perth suburbs orders usually take between 2 and 4 working days from when we lodge the parcel with the courier.

We do not have an automated shipping function on our website, but upon request can send you your con-note and the courier website so you can track your order in live time should you wish to. If you have any questions regarding shipping or the progress of your order please feel free to contact us at info@helennorton.com.au

Also remember if you have an urgent request for an order, we can really pull our finger out and work with you to get the order there quickly.  For Perth residents, you


5. Will I have to pay any taxes or import duties on my order?

For countries outside Australia your order may be subject to import duties and taxes, which are calculated once your package reaches your country. We do not collect duties and taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs. For more information regarding your country's custom policy, please contact your local customs office.

6. Do I have to be at home when my order is delivered?

If you are unavailable at the time of the delivery, or the package is oversized, Fastway, Pack and Send and Australia Post (or your local international postage service) will leave a notification card at your delivery address with further instructions. You usually call them and quote the number on the card and they arrange a suitable time.


7. Can I have my order sent to a PO Box? 

It is best to check with us to determine if your item will be sent via Fastway Courier or Australia Post.  Just put a note in with your order, and both addresses and we can make sure we get it right for you.  


8. What if my order is damaged in shipping?

We pack our orders carefully and securely but very occasionally, accidents occur. Please email info@helennorton.com.au quoting your order number as soon as possible and we will be in contact to work out what to do next. 

 

9. Returns and Refunds

Please choose carefully.  Returning goods is quite a process.  It takes time and is expensive for the person returning the goods. If you are not completely satisfied with an item that you have purchased, we will be happy to honour your request for an exchange or refund, within 7 days of receipt of your purchase. Items must be returned undamaged and in as new condition. You are responsible for the cost of returning of the artwork and this includes suitable packaging. Should damage occur in transit you will be responsible for that damage if the item is not properly packaged.

The best thing is to contact us so we can discuss options and the best address and method to return to artwork to us in Perth West Australia. Many art items will not be able to be posted back via Australia Post due to size restrictions.

 

If you are seeking a refund, the cost of returned artwork will be refunded to you at the current exchange rate, in Australian dollars (shipping fees are not refundable) once it is received and inspected to be sure it is in good order.