Shipping Policy

Justine Brentnall Custom Drawing ("we" and "us") operates the website drawing.justinebrentnall.com.au ("Website").
By placing an order through this Website, you agree to the terms below. These terms are designed to ensure both parties are clear on the expectations and protections involved.

1. General

All orders are subject to availability.
We make every effort to maintain accurate stock counts, but if an item becomes unavailable after purchase, we will contact you to offer a refund or to discuss alternate arrangements.

2. Shipping Costs

Shipping costs are calculated at checkout based on the weight, size, and destination of the order.
Payment for shipping is collected at the time of purchase and reflects the final shipping price.

3. Returns

3.1 Change of Mind

Custom Drawings:
Due to the personalised nature of custom drawings, deposits are non-refundable once the drawing process has begun.
If you need to cancel, written notice must be provided at least 24 hours prior to the scheduled commencement date.
Change of mind refunds may incur a small transaction fee depending on the payment method used.

Custom drawings include a two-stage proofing process:

  • Initial approval of mock-up (placement and design).

  • Final approval of completed artwork before dispatch.

Stock Items:
Returns for change of mind on stock items (e.g., prints, merchandise) are accepted within 7 days of receipt.
Items must be returned unused, in original packaging, and in resalable condition.
Return shipping is at the customer’s expense.
Refunds for stock item returns are issued as store credit (shipping fees are non-refundable).

Digital Gift Cards:
Gift card purchases are non-refundable and cannot be redeemed for cash.

3.2 Warranty Returns

We will honour valid warranty claims submitted within 90 days of receipt.
Return shipping for warranty claims must be prepaid by the customer but will be reimbursed upon confirmation of a valid claim.
Upon approval, you may choose between:

  • A refund to the original payment method,

  • A store credit refund, or

  • A replacement item (if available).

4. Delivery Terms

4.1 Domestic Shipping

Orders are shipped via Australia Post and are typically in transit for 2–7 business days.

4.2 International Shipping

International orders are typically in transit for 4–22 business days, depending on the destination.
An estimated delivery time will be provided upon dispatch.

4.3 Dispatch Time

Orders are dispatched within 2 business days of payment.
Dispatches occur Monday–Friday (excluding public holidays).

4.4 Change of Delivery Address

Requests for a delivery address change must be made before dispatch.

4.5 P.O. Boxes

We ship to P.O. boxes within Australia via Australia Post only.

4.6 Military Addresses

We ship to military addresses via Australia Post. Courier services are not available for these locations.

4.7 Items Out of Stock

If an item is backordered, we will reserve your other items until the backordered item is available, unless otherwise arranged.

4.8 Delivery Time Exceeded

If your order delivery exceeds expected timeframes, please contact us to assist with an investigation.

5. Tracking Notifications

You will receive a tracking link via email once your order has been dispatched.

6. Parcels Damaged In Transit

If your parcel arrives damaged:

  • Please reject delivery if possible and notify us immediately.

  • If you were not present for delivery, please contact us upon discovery.

7. Duties & Taxes

7.1 Sales Tax

Sales tax is included in the prices displayed on the website.

7.2 Import Duties & Taxes

International shipments may be subject to import duties and taxes upon arrival.
These fees vary by country and are the responsibility of the customer.
If you refuse to pay duties and taxes, your goods will be returned to us at your cost, and a refund (minus shipping costs) will be issued for the returned goods.

8. Cancellations

Orders may be cancelled prior to dispatch.
If an order has already been dispatched, please refer to our returns policy.

9. Insurance

Parcels are insured for loss and damage up to the value stated by the shipping carrier.

9.1 Damaged Parcels

Refunds or replacements will be processed once the carrier’s investigation is complete.

9.2 Lost Parcels

Refunds or replacements for lost parcels will be processed once the carrier confirms the loss.

10. Customer Service

For any customer service enquiries, please us the contact form