AUSTRALIA ONLY / Scratch Art Paper Pad

Shipping

Ships from Australia 

Want to know how long shipping takes, or where we ship to? 

Good news we ship worldwide!

However orders from EU countries have to be made through our ETSY web site (https://www.etsy.com/uk/shop/Hebestudiostore) otherwise deliveries will be held up at customs and admin charges will be made in addition to the VAT. We have subsidised the shipping to Europe on some products to offset some or all of the VAT charged on Etsy.

Please note if you do place an order from an EU country on this site (by using a VPN for example) then you will be responsible for paying import taxes, duties and admin charges directly to your customs before you can receive your parcel. However we will try not to fulfil the order and notify you accordingly.

We use Royal Mail services both at home and internationally and your parcel will fall into one of the following categories. 

• UK Tracked 48 hr (2-4 days)
• UK 1st or 2nd class (1-4 days)
• International Tracked or Signed (depending on country)

The delivery time depends on which of the categories you choose.

We will try to dispatch your order within 1-2 working days.

How long will it take?

For the UK, first class is 1-2 days delivery time (not guaranteed). Second class is 2-3 working days delivery time (not guaranteed). Tracked 48 hour aims to deliver in two to three working days.Please note that orders are processed in the morning and if we have not received an order by 8am (UK time), it may be processed and dispatched the following day depending on workload. Please note that Saturday's and Sundays are not regarded as working days by Royal Mail.

 International parcels can vary from five to seven working days to Europe and three to four weeks to Zone 1 and 2. Please note that due to strikes and the international cyber attack these times can be slightly longer in some cases. 

It is obvious but worth stating that if you give us an incomplete address or wrong address, you will not receive your parcel, so this is critical but remains one of our biggest time consuming areas. We do not take responsibility for an inaccurate address and once your order has been sent out unfortunately that is out of our hands. If you notice straight away please notify us and we should be able to rectify it. 

Our prices are based upon Royal Mail published prices, which are very competitive. These are calculated by size and weight. 

What happens if my order hasn't arrived?

If you're in the UK and your order hasn't arrived within 1 week, please send us an email bringing this to our attention and we will do our best to solve the issue. Please do not leave it longer than 1 week, as it will become difficult to resolve.

We receive proof of delivery on every order, and if we discover that Royal Mail have attempted delivery and failed, then the parcel will be held at your local sorting office. This is then out of our hands and it is your responsibility to collect or arrange re-delivery. 

Similarly, if the goods are lost by Royal Mail, you will need to open a claim against them, but keep in touch with us so that we can help to resolve this.

For outside the UK, circumstances can vary and parcels can take a little longer, so please contact us within 4 - 8 weeks if your parcel hasn't arrived. 

For circumstances out of our control, such as Covid 19  freak weather and postal strikes we are not responsible for delays in delivery times. 

Email: rhi@hebe.studio