Shipping policy
Shipping Policy for Flat Hill Studio
1. Order Processing Time
All orders are processed within 1-3 business days (Monday through Friday, excluding holidays). If you place an order on a weekend or public holiday, it will be processed on the next business day. You will receive an email notification once your order has been dispatched.
2. Delivery Times
Delivery times vary based on your location and the type of product ordered. For standard in-stock items, delivery typically takes:
- Metro Areas: 3-7 business days
- Regional Areas: 5-10 business days
Custom or special-order items may take longer to deliver, typically within 2-6 weeks. Please refer to the product page for specific lead times on custom items. Delivery times are estimates and may vary based on external factors such as carrier delays.
3. Shipping Costs
Shipping costs are calculated at checkout based on the size, weight, and destination of your order. We offer a range of delivery options through trusted shipping partners to suit your needs.
For large or bulky items, additional shipping charges may apply. These will be clearly displayed at checkout.
4. Shipping Partners
We work with reliable delivery partners, including Australia Post, TNT, and other regional carriers, to ensure your order reaches you in a timely manner. Once your order has been dispatched, you will receive a tracking number to follow your shipment's progress.
5. Tracking Your Order
Once your order is shipped, we will send you a confirmation email with your tracking number. You can track the status of your order through our shipping partner’s website by entering the provided tracking number.
6. International Shipping
At this time, we only ship within Australia. We are unable to accommodate international orders or shipping outside of Australia.
7. Delivery Delays
While we strive to meet the delivery times provided, unforeseen circumstances such as carrier delays, weather events, or stock shortages may occasionally affect your delivery. If your order is delayed, we will notify you as soon as possible.
Please note that public holidays and peak shopping periods (e.g., Christmas) may also impact delivery times.
8. Lost or Damaged Items
If your order arrives damaged or is lost in transit, please contact us within 30 days of receiving your shipment. We will work with you to resolve the issue, including replacing the item or issuing a refund where applicable.
For damaged goods, we may require photographic evidence to process claims.
9. Incorrect Shipping Information
It is the responsibility of the customer to provide accurate shipping information at checkout. Flat Hill Studio is not responsible for lost or undelivered packages due to incorrect shipping details. Please double-check your address details before confirming your order.
10. Contact Us
If you have any questions about shipping, or if there are any issues with your order, please contact us at:
Flat Hill Studio
Email: studio@flathill.com.au
Phone: 07 2140 7171