Customer Care & Shipping

Shipping

 

Turnaround Time

We will always try our best to get your order to you asap.
Please make sure you read all product descriptions before placing an order. The majority of our products have an approximate turn around time of 12-14 business days.

Our products are lovingly handcrafted to order ~ and each creation has it's own unique turnaround time. These turnaround times are our best estimate and do not include shipping timeframes.

We understand that this may seem like a lengthy wait, but this is the time it takes me to sand, prepare, mix, paint, detail, gloss, measure, cut, stitch, stamp and package your gorgeous order. 

However, your goodies will be sent out sooner if they are completed within a shorter timeframe.
 

Shipping Costs 

Our shipping is weight & dimension based - starting at $10 for orders under 500 grams in Australia. Indicative weights & postage are based on the following: 

• Australian Shipping - 
• Up to 500g - $10
• Up to 1kg - $12
• Up to 3kg - $22
• Up to 5kg - $28

• Australian Express Shipping is available - $14 (up to 500g), $17 (up to 1kg)
  
  
• International shipping - is calculated at the check out depending on weight and size.

Delivery Service

As we are a (very) small business please be patient just in case we are overloaded. As such, these waiting times may fluctuate. If you have a query regarding your order please reach out to us at hello@sunlitfolk.com.au (and notify us via message on Instagram). 

We are committed to making the shipping process as quick & cost effective as possible, and therefore opt for Australia Post as our delivery service. All parcels will be sent with a unique order reference number (you will receive an email with these details)

All parcels are automatically assigned authority to leave. When a sender or receiver gives 'authority to leave' (ATL), they’re giving the delivery driver permission to leave the parcel at the delivery address without a signature when the parcel is delivered (as long as it’s safe to do so). If you would like to request a signature for delivery, please let us know before you place your order, so we can update the cost & details accordingly.

We accept no responsibility for items that go missing or are damaged after we have dispatched them. If you require insurance, please let us know before you make your payment so that we can determine the additional cost & update your order.

Delivery

WITHIN AUSTRALIA - Once shipped, please allow 3-10 business days for your order to arrive (in Australia), depending on your locality. While most deliveries to non-rural areas will arrive within 3-5 days, delays can occur.

If your item has not arrived after 14 days from dispatch, please notify us.

Express post (within Australia) is an option for some orders - this delivery option is for next business day delivery (but in some areas this may be 2-3 days).

INTERNATIONAL - We are able to ship to several locations around the world, but please respect that international shipping is EXPENSIVE!. 

Shipping is automatically calculated at checkout, if you have any problems or questions please don't hesitate to contact us.

International orders may take 7-30 days, depending on your location. Tracking notifications are automatically emailed upon shipment.

• DELIVERY times and passing customs in your country may cause longer delivery times.
• PURCHASES: please note that we have no control over and cannot be held responsible for any customs fees or other taxes/duties which may be applied to your order by officials in your country. If you have any questions, please check with your local customs organisation prior to finalising your purchase. When buyers in the EU purchase from my store, they will be required to pay VAT and/or duties upon delivery.
  Refusing to pay duties will not return your parcel to Sunlit Folk, and no refunds will be issued. Please be familiar with these duties your country levies on imports, we have no control over those amounts and will not be held liable.
• CUSTOMS FORMS: we present the true value of an item on customs forms, and describe the packaged items correctly. 

For all order shipped outside of Australia the ship-to-receipt will be responsible for any taxes or customs duties incurred. Unfortunately, we cannot mark merchandise as "gifts" or "no commercial value".

[↠ There is also  a customs/quarantine restriction associated with the raw bark edge of our natural wood slices, which requires a phytosanitary certificate for shipment to New Zealand. As such, we are unable to ship our wood slice art to New Zealand at this time↠ ]

Follow Up

Once your item has been shipped it becomes your baby & your responsibility to follow up with Australia Post. 

Parcels that are lost or damaged during transportation may be eligible for $100 compensation (and a refund of postage) via Aust Post. If your item is valued over $100, you should consider purchasing Extra Cover. Claims for compensation are assessed on a case-by-case basis. Please visit the Australia Post website for more details regarding the application process.

If you require insurance please let us know before you make your payment so that we can tell you how much extra it will cost.

Once your order has been shipped, you will receive a confirmation email with your tracking number.

If you have made a typo in your shipping address, please inform us ASAP, we do not refund for incorrectly typed details. Unfortunately no refunds or replacements will be given for products missing or damaged in transit.

 

Packaging

We are committed to protecting our environment and therefore use recyclable  packaging and/or compostable mailers where possible.

Each of our Mini folk and Treasure Bags come in a reusable cotton drawstring pouch. Other items are wrapped in tissue paper, and some are covered with  corrugated cardboard for extra protection. Both of these paper items can be reused (they make great creative play resources for your little ones!).

Australian orders are posted in 100% compostable & biodegradable mailers, or cardboard boxes. We encourage them to be reused during craft projects, or home composted by our customers.

We use biodegradable tape and recycled paper wherever possible.

  

Refunds & Exchange

Unfortunately we cannot accept exchanges or refunds for change of mind, or for products that go missing (or are damaged) in transit.

Please understand that we can only provide a refund (or exchange) if:

• We have  made a mistake (such as packing the wrong item), or
• If we agree that the item received is genuinely faulty (for example: it contains a significant defect outside of the character consistent with being truly handmade, sometimes from natural / raw materials).

Please keep in mind that due to the handcrafted nature of our products, each item will be different with its own personality. As a result there may be variations in size, shape and colour. 

 

Refunds

Please let us know immediately (within 7 days) by emailing us at hello@sunlitfolk.com.au

Products are considered "faulty"' if they are received damaged. Defective product are an imperfection that has a manufacturing or design defect.

Damage as a result of wear and tear are not considered to be faulty. Misuse of the item, which results in damage to that product, is not considered faulty.

Please ensure you follow all care instructions carefully. We may ask you to send a photograph or return the faulty item. Once we have either received your photo or product and we have inspected it, we will notify you via email of either rejection or approval of your exchange.

If a replacement product is not available, you will be refunded the purchase price processed via your original method of payment within seven days. Once a return has been accepted, please allow sufficient time for your refund to be processed. This can take up to 14 days depending on your method of payment and financial institution.

You are responsible for the return shipping costs up until we receive the item, but please keep your receipts as proof of mailing in case the item does not arrive. If using Australia Post (recommended), please provide us with the tracking number. Upon receiving your return, if we agree that we or the item are at fault, we will refund your shipping costs upon presentation of your shipping/postage receipt.

Products that are marked in the ‘Sale’ category are not accepted for exchange or refund (subject to the Australian Consumer Law).

 

Exchange 

Exchanges for a store credit are only accepted within 7 days of you receiving the item (or 14 days for international orders). 

We may accept exchanges where you have contacted us within & 7 days (14  days for international orders) of delivery confirmation, and only where the item has not been used or damaged. You are responsible for all postage or shipping fees associated with any exchange.

Please consider tracking & insurance in case we do not receive your item. You can request insurance to be added to your order - please contat us via email if you wish to include this. Any returned items that are not received by Sunlit Folk will not be processed. 

Please allow 5-7 business days for a credit note to be processed from the date that the returned item is received by us.

Email hello@sunlitfolk.com.au

 

Restock

Is your favourite item out of stock? Our Instagram highlight ‘RESTOCK’ has the most up-to-date details.

 

Variations

Please note that most of our products are hand-crafted. This means there may be differences and imperfections. This is the beauty of handmade, every piece is unique and different to the next.

Due to the hand-painted or hand-stitched nature of these products, each item has its own personality. As a result there could variations in size, shape and colour.

We have made every effort to describe all products as accurately as possible. We have made every effort to display as accurately as possible the colours and images of our products that appear in the store. We cannot guarantee that your computer monitor's display of any colour will be accurate.

Product Pictures

All colours have been reproduced as accurately as possible, however a slight variation may occur in colour. Colours may appear slightly different via this web site due to computer picture resolution and individual monitor settings.

Colour matching

We strive to utilise all left over paint and fabric where possible, so any excess product gets used in the next collection.

Therefore, each batch of paint that is individually mixed will not be precisely the same as the original batch. While every effort is made to keep these shades/tones as similar as possible, there will always be differences. Another reason why hand-crafted items are so unique and personal.

We do our best to provide colour accurate reprints within the limitations of our printing systems. However you may find slight colour difference as a result of fibre, yarn, fabric batches or other variations. Therefore, it is not always possible to obtain an exact colour match with printed samples and/or previous orders. Although every effort is made to ensure colours correspond to those illustrated, these are an indication of colour only and print variations occur between fabric batches and/or deliveries.

We also utilise fabrics based on their availability and sustainability. For instance, we choose organic cotton canvas for our custom fabric, and do not use any polyester textiles.

Natural Textiles

Natural fibre fabrics are prone to imperfections, such as tiny knots, called slubs and neps, in the fabric’s woven structure, generated during the weaving process. They are inherently part of the structure of the fabric. Some knots may become dislodged in the printing process or when washed or rubbed thereby affecting the printed fabric where the print lifts with the slub. This is not a printing flaw, it is part of the nature of the product.

The 100% wool felt we use is hand dyed, so each batch will be different ~ some lighter, some darker, some more even and some more uneven. 

This wool felt is made of Pure New Wool, which is naturally nonflammable and dirt repellent.

 

Suitability & Safety

All products are designed and sourced with safety in mind. Please read all product descriptions and care instructions carefully. Ensure you are purchasing and using each item for its intended purpose so as to not damage the product or more importantly, put your child’s safety at risk.

We have done our best to make these terms clear and cannot be held responsible should an item be misused or the information provided be ignored.

 

Mini Folk & Felt Products

Suitable age 3+ ~ Although non-toxic, our mini folk are not intended as a chew toy.  Small parts may be a choking hazard for young children, so please take care around your little ones.

These items are not intended for water play, and should only be wiped lightly with a damp cloth if they become dirty. This product will eventually fade if left in the sun for prolonged periods.

Wooden Cottages

DAMAGES & CARE OF WOOD: Wipe with a damp cloth. Do NOT submerge in water. Do NOT use hot water or disinfectant. Wood is a natural product and not indestructible, which lives and responds to air changes. Children should be advised and prompted to use caution with their special toys. If something breaks, repair the broken piece with wood glue.

 

Journal Covers

Due to the hand-stitched nature of our journal covers, we encourage gentle cleaning methods (softly dab with a warm cloth to remove any dirt). For some added coverage, 'ProtectMe' is an eco-friendly non-toxic fabric protector that can be applied by us at no extra cost. Please refer to our Environment page for more details, and add a note at checkout if you want this product to be applied to your journal cover.

We do not recommend machine washing or hand washing your journal cover.

If you wish to remove the notebook/journal from the fabric cover, please do so carefully. When you have filled up all the pages within your journal, it can be gently removed (by bending both of the outer hardcovers all the way back, and sliding the journal out carefully) - this cover can then be reused / refilled with a new A5 journal. 

Unfortunately we cannot guarantee that any new A5 journal you choose will fit perfectly, so please remember to check the dimensions first (as all A5 journals are slightly different in size and shape).

Please note that excessive pulling or stretching of the journal cover sleeves may result in damage to this product. We do not recommend pulling or stretching these sleeves to accommodate a larger journal.

 

DIY Kits

Suitable age 5+ ~ Small parts may be a choking hazard for little ones, and glass jars should be used with extra care. Adult supervision is recommended at all times.

 

Contact

We are just a tiny little team and aim to get back to your email within 3 business days. For any questions about products or information please send an email to hello@sunlitfolk.com.au

Our main business days are Mon-Wed, and we do limited hours Thurs-Fri. Weekends are generally dedicated as family time, however we will respond to urgent enquiries as appropriate.

For any social media collaborations, wholesale or PR enquiries please email us (remember to include a URL link to your website and/or Instagram profile).

Thank you ⋒

Codie x