LOST OR DAMAGED PARCELS
Once your order has been shipped, Ira & Arrow cannot accept responsibility for loss or damage to your package.
If you have received your tracking number but think your order may be lost, please submit an enquiry with Australia Post and make sure you let us know.
If you think your order was damaged in transit please let us know as soon as possible within 5 days of receiving your order. You will be required to file a compensation claim with Australia Post within 30 days of delivery.
RETURNS AND EXCHANGES
All items are lovingly handmade with natural materials and may include minor ‘imperfections’. Due to the nature of timber, natural grains and thus the final etched look will vary from piece to piece and within each piece. These natural variations are completely normal and add to the beauty of timber, making each piece uniquely yours.
We urge you to please choose your items carefully as refunds are not offered for change of mind, or for reasons that are outlined in each product description such as spelling errors made by the customer, OR minor imperfections that may be present due to the natural variations and grains within the timber itself.
If you have received the wrong item to which you ordered, or there is a clear fault in the workmanship that hinders the overall use of the product, we are happy to help and may offer an exchange or refund in this instance. Please contact us within 5 days of receiving your order to exercise this policy.