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This website is operated by Heavenly Bespoke Creations.  The following Terms and Conditions apply to the relationship between Heavenly Bespoke Creations and our site’s users.

Any reference to ‘we’, ‘us’ or ‘our’ in the following Terms and Conditions and this website, refers to Heavenly Bespoke Creations.

Any reference to ‘you’ or ‘your’ refers to our users/customers.

The below Terms and Conditions govern the use of the Heavenly Bespoke Creations website. By engaging in our service, you’re assumed to have read and understood these Terms and Conditions - and are therefore bound by these Terms and Conditions, at all times, whilst interacting with our brand.

 

GENERAL CONDITIONS

We reserve the right to refuse service to anyone for any reason at any time. 

You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks. 

You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the service is provided, without express written permission by us. 

The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

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PRODUCT INFORMATION

We take care to ensure that the images and descriptions of our products are accurate. We can’t, however, be liable for differences in colour or appearance that may be attributed to variations in calibration of your computer monitor or handheld device as compared to the printed colour of our products.

In addition to this, because our items are handmade, they may differ slightly from product to product. Any variation that may exist in colour, product and clothing or otherwise, is not considered a fault and is instead reflective of the uniqueness of each item.

Please note, that the actual products may vary slightly in colour from those shown on your monitor. We do our best to display our products as accurately as possible in photographs and video, however we cannot guarantee the identical match of these colours.

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TURNAROUND TIME

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All orders are custom made, turnaround time is approximately 1-2 weeks, busier in the peak seasons of the year. If your order is urgent please contact us at info@hbcreations.com.au to see how if we can help you.

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ORDERS

When you’ve chosen your product from our website, click the “Add to cart” button on each product you’d like to purchase. Once the products are in your cart you can begin our secure checkout process.

After your order is complete, you’ll receive a confirmation email from us. If you don't receive this email, or if any details are incorrect, please contact us immediately.

 

PAYMENT

We use PayPal as a payment method and Card method on our website as it is one of the safest options available on the internet. Note that you don’t need a PayPal account to checkout and pay with PayPal. PayPal accepts all major credit and debit cards: Visa, MasterCard, Maestro and American Express.

We can’t be held responsible for any delays in payment clearance and we can’t ship orders until we have received payment in full. We also can’t promise the availability of your desired stock if payment doesn’t clear or can’t be made for any reason.

All prices in our store are listed in Australian Dollars (AUD).

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CANCELLATION

Before finalising your checkout, please double-check your order. Once your order is confirmed, we’re unable to accept cancellations. We are happy to assist you in any way we can in the selection of your items.

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RETURNS, EXCHANGES AND REFUNDS

Heavenly Bespoke Creations cannot take any responsibility for lost or damaged mail once it has left our care. We also don’t offer refunds or exchanges on personalised and custom orders.

Each item is inspected thoroughly before it’s sent, with great care and precision.

If your item arrives damaged please contact us within 48 hours with your order number and photographs and descriptions of the damage exactly as they have arrived to you. We’ll assess damage on a case-by-case basis, and it’s at our discretion to determine whether an item can be returned and replaced or repaired on the basis of damage. Furthermore, we’ll refuse a damaged return if you haven’t sent us an email notification and appropriate corresponding photographs within the specified time period after receiving your order.

Where repair or replacement is deemed necessary, your initial item must be returned to us in an unused condition, including all original packaging. All return shipping costs are payable by the customer. We recommend that you carefully repackage your item to avoid any damage during delivery and consider using tracked or registered mail carrier to track your item for your own peace of mind.

Please retain proof of postage until we have confirmed your replacement has been processed.

We reserve the right to refuse returns if they don’t meet the conditions above.

Refunds and replacements will not be offered if the customer:

decides they do not like the purchase or do not have a use for it simply changes their mind has not followed the product care instruction provided.

 

As our products are made-to-order according to each customer's specifications, changes and requests for returns or re-makes where the customer has made a personalisation error or simply changed their mind are not possible. We understand that these things happen sometimes though, and where we can, we'll try to help out with an affordable solution if we receive notification within time period specified above.

If your order is incorrect for any reason, please contact us within 48 hours with your order number and photographs and descriptions of what you have received.

 

PRODUCT CARE

Please take note of the care instructions to ensure the longevity of your quality Heavenly Bespoke Creations products.

We encourage you to follow all product care guidelines listed here, in the product description, or that accompany your product, and to take all reasonable precautions to ensure the long-life and quality of your items. Please contact us at enquires if you require any further information regarding the long-term care of your particular product.

 

PICK-UP

You can opt to collect your order from our studio in Kellyville, 2155. If you choose this option, an email will be sent to you with the address once your order is available for collection. You will need to talk to us to arrange a suitable time and date for the collection of your order.

 

POSTAGE

Heavenly Bespoke Creations ships orders Australia wide & International

All of our products are made to order. Please allow up to one - three weeks for your order to be completed, before postage, during non-peak periods.

Once your order has been shipped, Heavenly Bespoke Creations cannot accept responsibility for loss or any damage to your package. Please note that Heavenly Bespoke Creations cannot be held responsible for postage delays that occur after your order has left our care.

Shipping includes careful packaging of delicate items, and AUSPOST delivery. Prices are determined by a flat rate fee, unless stated otherwise by Heavenly Bespoke Creations. Please note that all packages will be left in a safe place determined by the driver, if no note has been added by you for delivery instructions.

Once your order has been shipped, Heavenly Bespoke Creations cannot accept responsibility for loss or any damage to your package.

 

COURIER

If you encounter any issues with the service provided by AUSPOST, including non-delivery of a parcel or if any part of your order is damaged during transit, you can contact them directly.

A tracking number will be sent to you via email. You can use this number to lodge an enquiry with the courier to locate your missing parcel.

If any item in your parcel was damaged during postage and you would like to submit a claim for compensation, we recommend doing so within a 48-hour period after receiving your order. Please also notify us of the claim so that we can contact you with any communication AUSPOST provides us regarding your order. We can be contacted via email at info@hbcreations.com.au. Kindly include photographs of the damaged item in its original packaging and details of your claim with AUSPOST. 

While Heavenly Bespoke Creations cannot take any responsibility for lost or damaged mail once it has left our care, we are here to help. If you require any assistance with any of the above, please don’t hesitate to get in touch with us.

 

OUR SERVICE

Heavenly Bespoke Creations creates thoughtful and carefully designed products & bombonieres. We are committed to quality, unique products with exceptional customer service.

We reserve the right to refuse service to anyone, at any time, if we deem him/her to be misusing our service or using our service in an unlawful manner.

Furthermore, we reserve the right to make alterations to our service, products or prices, at any time, without notice or consequence.

If you’d like to chat about our products, or ask any questions get in touch with us by emailing: info@hbcreations.com.au

 

CHANGES TO TERMS AND CONDITIONS

Heavenly Bespoke Creations may occasionally make alterations to our Terms and Conditions. We reserve the right to make such modifications without notice or consequence.

Any changes to our processes and procedures that will affect our Terms and Conditions and therefore our customers, will be published on our website and will take immediate effect from their time of publication.

 

WHOLE OF TERMS AND CONDITIONS

This document comprises the whole of the Terms and Conditions that govern the use of the Heavenly Bespoke Creations website.

If you have any questions, concerns or simply require further information about Heavenly Bespoke Creations, please contact us at info@hbcreations.com.au and we’ll do our best to assist you.