FREQUENTLY ASKED QUESTIONS
VISUAL ARTS
What type of yarn do you use? I predominantly use acrylic yarn. I do use some blended yarns such as acrylic and cotton. I also use t-shirt yarn, ribbon yarn and cotton. The yarn type used for each creation is included in the description of the item or discussed at the time of placing your custom order.
What type of eyes do you use? Great question. I stitch yarn eyes on all yarn creatures, usually in black.
Do you take custom orders? I am happy to discuss a custom order with you. Please contact me via the contact section of this page.
Can I personalise my order? Custom orders can be personalised through the use of the recipients favourite colour/s or their initial can be stitched on (depends on item being made) or added to the artwork. A handwritten note on a handmade card can be included with your order for a fee of $2.00. I am happy to discuss personalisation with you.
SHIPPING & DELIVERY
Do you ship internationally? No, sales and shipping within Australia only. Thank you for your understanding.
What postage method do you use? Australia Post but on occasion Sendle, a courier service, is used. Full tracking for both services is provided via email to you including a link to access for updates. Shipping is via regular service which means no signature on delivery so the parcel can be left in a safe place. Please choose signature on delivery (additional charge) when checking out if you do not want your parcel left unattended. Express Post is also available at an extra cost to you. Parcels are packaged using Australia Post or other unbranded parcel boxes, satchels, padded mailers, tough bags and boxes.
How do you package the parcels? Recycled tissue paper, tissue paper and / or kraft paper is used to protect and wrap your goodies and items are packaged in die cut mailing boxes. padded mailers or satchels. Eco-friendly packing tape is used to secure die cut boxes or mailing boxes.
Where's my parcel? Good question. Once tracking has been provided and you have been advised that the parcel has been shipped, the transport and delivery of your parcel is out of the hands of Soul Wyldly Creative. Estimated delivery times for postage have been taken from the Australia Post website and are a guide only. Tracking updates will be provided to the email address given when paying for your order or listed on the invoice. Orders will be sent to the shipping address you provided so please check this carefully. Parcels are sometimes scanned en-route at the discretion of Australia Post so therefore the information provided via the tracking link may not be up-to-date or sporadic. Please Note: If your order is unable to be delivered and is redirected to a local post office for collection, it is your responsibility to collect the item in the time frame given by Australia Post. If the order is returned to me after that time has elapsed, you will be required to pay additional postage to have it resent.
PAYMENT
Do you have Afterpay? No. Afterpay is not offered. Thank you for your understanding.
What payment methods do you offer? Credit card, PayPal and Soul Wyldly Creative gift cards.
REFUNDS AND CANCELLATIONS
Do you offer refunds or exchanges? Please choose your piece/s carefully. Each piece is handcrafted. The mediums used to create each piece are outlined in the description including colours and yarn type for crochet items. I do not accept returns or exchanges once the items have been shipped. If you are not happy with your order, please contact me to discuss your concerns. Soul Wyldly Creative does not accept returns for customised orders including gift cards or PDF patterns. If you order the wrong piece, please contact me within 24 hours of placing the order and I will assist to update/correct the order. This does not include cancelling the order. All pieces are handcrafted so variations in colours, size, etc may occur. This is nature of handcrafted.
Can I cancel my order? Long story short, no. Please consider your purchase or custom order request carefully before making a purchase or paying an invoice. All website orders incur fees that Soul Wyldly Creative can't absorb. If you order something readily available from the site, no cancellations will be accepted. If you order the wrong colour of an item for example you can contact me to correct this by selecting another currently available item. If you accept a quotation via email or social media chat or other means and pay the invoice that is issued or make any payment, the order is firm. You may request a cancellation in writing within 72 hours of making payment but please note you will incur a 50% cancellation fee. Cancellations made 72 hours after payment will incur the full amount paid. Please contact me via the contact section of this page if you have any queries in relation to your order.
DISCOUNT CODES
Oohhh...love a bargain! Can I use more than one discount code? Sorry, no. Only one discount code per transaction. If there happens to be more than one available at the time of your purchase, please choose the one that best suits you and use this checkout. When automatic sale codes are applied to your cart you are unable to add another code such as a thank you or free shipping code unless that particular sale states that you are able to do so.
Whoops! I forgot to use my code? Can you fix that? Codes are clearly displayed via pop-ups, banners or in the description of the piece. Discount codes must be applied to your cart when finalising payment. Discounts will not be honoured after transactions are finalised. Please contact me if you are having trouble checking out and I will assist you as soon as possible.
