Customer Care
Welcome to Artis & Grove.
The below Customer Care details oversee your use of this website, and in continuing on this website, you give your agreement to them. Artis & Grove may amend these statements from time to time – do check back here to ensure that you are happy with any amendments.
Artis & Grove are happy to answer any questions you may have about shopping with us, and may be contacted at any time at info@artisandgrove.com
Please select from the following categories:
1. Customer Care
Contact Customer Service
Gift Wrapping
2. General Information
Currency, GST, Taxes
Payment Methods
Authenticity of Products
Can't find what you're looking for?
Do you have your own creative small business?
3. Shipping & Postage Information
Delivery Options
When will my order ship?
Shipping Times
International Shipping
Tracking An Order
Gift Card Shipping
4. Privacy Policy
5. Security Policy
6. Delivery Policy
7. Returns & Exchanges
Cancelling / Changing Your Order
Refunds / Exchanges
Faulty / Damaged Goods
Incorrect Delivery Returns
8. Disclaimer
1. CUSTOMER CARE
Contact Customer Service
You can contact us anytime via email at info@artisandgrove.com
Gift Wrapping
One of the wonderful benefits of shopping at Artis & Grove is that we provide gift wrapping with any purchase. Simply choose your favourite gift wrap & ribbon, write your message, and send your gift to the lucky recipient!
2. GENERAL INFORMATION
Currency, GST, Taxes
All prices are in Australian dollars and include a 10% goods and service tax (GST) for purchases made within Australia.
Payment Methods
Artis & Grove accepts credit card payments, as well as Artis & Grove gift vouchers.
Online payments are made via eWAY, which uses the latest secure technology and fraud protection.
We also offer direct deposit for corporate customers upon request. Please contact us on info@artisandgrove.com to request a direct deposit payment.
Authenticity of Products
Artis & Grove guarantees all of our merchandise is genuine and authentic. Each piece has been chosen for it's unique and hand-crafted design and genuine quality production.
Can't find what you're looking for?
We know all the products at Artis & Grove inside out because we love them so much! So if you can't find quite the perfect item, then contact us by email at info@artisandgrove.com.
Or have you found the perfect item, but the colour' is just not quite right? Often, because the designers make things specially, you can ask for something to be a bit bigger, or smaller, or in a different fabric, colour, etc.
So feel free to ask the question and we will do our very best to make sure we find the solution for you!
Do you have your own creative small business?
We're always on the lookout for new wonderful products and talent to join us at Artis & Grove, so please email us at info@artisandgrove.com to tell us about your own small creative business.
3. SHIPPING & POSTAGE INFORMATION
Artis & Grove ships products Australia-wide and internationally. Shipping costs are determined by the size and weight of the product and your location. Exact shipping costs are calculated in your shopping basket and added to the order total before checkout so you can approve shipping costs before making your payment.
Delivery Options
AUSTRALIA
Australia Post E-Parcel STANDARD:
* This is a registered mail service which can be tracked.
* Your order will be dispatched within 7 working days.
* Estimated delivery times are Sydney (1-2 days); Melbourne & Brisbane (2-4 days); Adelaide (3-5 days); Perth (5-7 days). For suburbs and regional areas in Australia add 1-2 days, depending on distance from the CBD.
* This service requires a signature upon delivery. Please nominate a delivery address where somebody is avilable to sign for the parcel. If nobody is available, a collection card will be left to indicate pick up from your local post office.
* Can deliver to street address or PO Box.
Australia Post E-Parcel EXPRESS
* This is a registered mail service which can be tracked.
* Estimated delivery times can be found here.
* If the delivery address is in a capital city or major metropolitan area, your order should arrive the next business day. Please allow an additional day for regional & country areas.
* This service requires a signature upon delivery. Please nominate a delivery address where somebody is available to sign for the parcel. If nobody is available, a collection card will be left to indicate pick up from your local post office
* Can deliver to street address or PO Box.
INTERNATIONAL
Australia Post International Airmail:
* This is not a registered mail service and cannot be tracked. The customer requests this service at their own liability.
* The service delivery time frame varies by each country (between 7-14 business days).
When will my order ship?
If you place your order before 11am (Australian Eastern Standard Time) on a normal business day (ie. Monday - Friday, excluding public holidays) and it has been confirmed as paid in full, Artis & Grove will ship it within 7 business days. All orders are shipped Monday - Friday, so if you place your order on a weekend or public holiday, it will be processed and shipped within the next 7 business days.
Shipping Times
Shipping times are estimated at between 2-5 business days depending on your location within Australia. If you are located overseas, then shipping times are estimated at between 2-14 business days. If you have any questions about shipping times please email us at info@artisandgrove.com
International Shipping
We ship to selected international destinations. Countries outside of Australia will receive orders in approximately 7-14 working days (goods usually arrive sooner than this). We do our best to ensure your delivery arrives as soon as possible.
Important: The recipient of the order may be liable for any import duties or taxes charged by the recipient's country and any carrier-related fees. These additional charges will be collected from the recipient by our shipping carrier at the time of delivery.
Tracking An Order
Tracking numbers are sent in the shipping confirmation email, which is sent once your order has been dispatched. You can track your order via:
AUSTRALIA POST - click here
Gift Card Shipping
Gift cards are always shipped FREE OF CHARGE and separate from merchandise.
4. PRIVACY POLICY
Artis & Grove respects your absolute privacy.
Artis & Grove only collects the information needed to conduct our business. We may use your details to contact you regarding your order for reasons such as, but not limited to, failed credit card transactions, incomplete order information and stock availability. Artis & Grove will never share your personal details with anyone.
Artis & Grove regards customer privacy as an integral part of our relationship with our customers. The following privacy policy applies to all Artis & Grove users and conforms to Internet privacy standards.
If you have any questions or concerns regarding this statement, please contact info@artisandgrove.com
Collection of Information - In order to use the Artis & Grove website, we may require information from you in order to provide the best possible service. Correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including email. Any information collected by Artis & Grove is collected via correspondence from you - this may be via telephone, email, mail, fax or directly through our website.
Use of Collected Information - Any details collected from Artis & Grove customers is required in order to provide you with our products and of course a high level of customer service.
Storage of Collected Information - The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When credit car details are collected, we simply pass them on in order to be processed as required. We never permanently store complete credit card details. We follow generally accepted industry standards to protect the personal information submittred to us, both during transmission and once we receive it.
Orders - When you purchase a product from Artis & Grove, we request certain personally identifiable information from you. You may be required to provide contact information (such as name, email and postal address) and financial information (such as credit card number and expiration date). We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.
Links - Links on the Artis & Grove website to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of www.artisandgrove.com
Changes to Privacy Policy - If we decide to change our privacy policy, we will post those changes to this privacy statement, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we disclose it. We reserve the right o modify this privacy statement at any time, so please review it frequently.
5. SECURITY POLICY
* Artis & Grove uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments.
* Payments are fully automated with an immediate response.
* Your complete credit card number cannot be viewed by Artis & Grove or any outside party.
* All transactions are performed under 128 Bit SSL Certificate.
* All transaction data is encrypted for storage within eWAY's bank-grade data centre, further protecting your credit card data.
* eWAY is an authorised third party processor for all the major Australian banks.
* eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Artis & Grove.
* For more information about eWAY and online credit card payments please visit www.eWAY.com.au
6. DELIVERY POLICY
After ordering online you will receive an email confirmation from eWAY containing your order details (if you have provided your email address). We will normally confirm receipt of your order within a few minutes of ordering.
If you wish to query a delivery please contact us at info@artisandgrove.com
7. RETURNS & EXCHANGES
Cancelling / Changing Your Order
After you have clicked on "Confirm Order," your order begins to process and you cannot make any online changes to it. You may amend or cancel your order before it is posted by contacting us via email at info@artisandgrove.comwithin two hours of the order being placed, otherwise it cannot be changed or cancelled.
Returns/ Exchanges
All products purchased from Artis & Grove include a 14-day exchange / credit policy. If you receive your item and decide you would like to change it, please contact Artis & Grove within 14 days of receiving your order to arrange for its return for an exchange or store credit note. With the product being returned you will need to include a copy of the Artis & Grove Returns/Exchange Form, which can be downloaded here.
Artis & Grove asks that you pay for and post the parcel by a method of postage to ensure its arrival to Artis & Grove within one month of the order being placed. All returned items need to be in perfect unused condition complete with original packaging and should include a copy of your order form and Returns/Exchange Form. Should the product not be in original condition, please contact us before returning it. We recommend that you return your unwanted items using registered post or trackable courier. Artis & Grove will not be held responsible if returned items are lost in transit.
Faulty / Damaged Goods
The uniqueness of the collection at Artis & Grove comes from the care, attention and hand-made nature of the items offered in this store. Natural imperfections should be expected and celebrated.
All orders from Artis & Grove are carefully packaged and checked before shipping, but in the unlikely event that an item is damaged in transit simply notify Artis & Grove within 48 hours and we will organise to have the item replaced.
When returning the defective goods you should include a copy of your order form and a completed copy of the Returns/Exchange Form, which can be downloaded here. Simply contact us before returning the goods and we will arrange postage.
All faulty/damaged goods must be returned to Artis & Grove for inspection.
Incorrect Delivery Returns
Artis & Grove does our very best to avoid this, but if you think you have received the wrong item, then please contact us.
When returning the goods you should include your order overview and a completed copy of the Returns/Exchange Form, which can be downloaded here. Simply contact us before returning the goods and we will arrange postage.
8. DISCLAIMER
* The Artis & Grove website contains material which is protected by intellectual property rights of Artis & Grove. The material includes, but is not limited to the aesthetic, design, graphics, illustrations, layout and photographs.
* Artis & Grove shall not take any responsibility for the consequences of the content of the website.
* Artis & Grove shall not take any responsibility for the consequences of anything arising from the content of the website.
* Artis & Grove shall not take any responsibility for any links which lead to, content of or consequences of anything related to other or your use of other websites.
* Artis & Grove shall not take any responsibility for the consequences of anything offered through the website.
* Artis & Grove shall not take any responsibility for the consequences of anything arising from your use of anything offered through the website. It shall be your own responsibility to ensure that anything offered through the website is right for you and shall be your own exercise in judgement to ensure that it is right for your use.