SHIPPING & DELIVERY
SiliBubs is the operator of https://www.silibubs.com.au. By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations for our service.
1. Delivery Terms & Conditions
Expect your items to arrive within 7-14 business days from the date of dispatch. For your peace of mind, all orders include tracking, through Aus Post. If your parcel hasn't arrived after 14 business days, don’t hesitate to reach out via email silibubs@gmail.com or through our Instagram account @silibubs.au or Facebook account @silibubs.
2. Dispatch Time
Orders are typically dispatched within 3-7 business days following payment. Our warehouse operates Monday to Friday during standard business hours, excluding public holidays when we are closed. We strive to minimize any potential delays during these periods to ensure your custom-made products reach you as quickly as possible.
3. Shipping Costs
Enjoy FREE SHIPPING on all orders over $150! For orders under $150, a standard shipping fee of $10.95 applies.
EXPRESS Shipping varies between $12-$28 depending on your location and can go up to $65.00 for larger orders, such as acrylic signage (60cm x 60cm or larger) that may be heavier than standard products.
4. Cancellations
We understand that plans can change, which is why we offer a 12-hour cancellation window for personalised orders. Cancellations must be made within the first 12 hours after placing your order. Please note that custom-made designs cannot be altered or resold if you change your mind, so after this period, cancellations will not be possible. We appreciate your understanding.
5. Returns and Non-Refundable Policy for Custom-Made Products
All personalised and custom orders are NON-REFUNDABLE.
Please double-check all spelling before confirming your order, as we cannot offer refunds for incorrect spelling once your order is confirmed.
Our process involves copying and pasting your provided text directly into the design. Therefore any errors in your submission will be reflected in the final product. Since custom-made designs cannot be altered or resold, refunds are not possible for these issues. We appreciate your understanding.
However, if there are any defects or errors on our part, we are happy to remake the product at no additional charge. Please email us at silibubs@gmail.com or contact us via Instagram @silibubs.au or Facebook @silibubs. Provide a description of the issue along with a photo, and once assessed and approved, we can discuss your options for a replacement or a partial/full refund.
6. Change/incorrect Delivery Address
It is important to provide the correct and valid address when placing your order. Failure to do so may result in additional postal charges for our customers.
If you need to change the delivery address, please contact us within 24 hours before the order has been dispatched. We will do our best to accommodate your request.
Please note that once the order has been dispatched, we may not be able to change the delivery address.
If you have any questions or need further assistance, don’t hesitate to reach out via email silibubs@gmail.com or through our Instagram account @silibubs.au or Facebook account @silibubs
7. Tracking Notifications
Once your order has been dispatched and is out for delivery, you will receive a tracking link. This link will allow you to easily track the progress of your shipment and stay updated with the latest information provided by the shipping provider.
To access the tracking feature, simply navigate to the main menu or footer menu of our website. Look for the option labeled "Track Your Order." Click on it, and you will be directed to a page where you can enter your order number.
Copy and paste your order number into the designated field and click "Track." The system will then retrieve the most recent updates on your shipment and display them for your convenience.
If, for any reason, you did not receive a tracking link with your order number, don’t hesitate to reach out via email silibubs@gmail.com or through our Instagram account @silibubs.au or Facebook account @silibubs We will be more than happy to provide you with the necessary tracking information.
8. Damages or Broken Items
We totally get it, sometimes accidents happen and things get a little rough. But unfortunately, when it comes to items that have been damaged after you've received them, we're unable to offer refunds or replacements. It's like starting from scratch and making a whole new purchase.
Now, we know what you're thinking. "But what if I dropped it? Or threw it? Or maybe I used some crazy cleaning product on it?" Trust us, we've heard it all. While we appreciate your creativity, these kinds of damages fall outside of our refund and replacement policy.
We totally understand that accidents can be frustrating, but we hope you understand that we have to draw the line somewhere. So if you find yourself in a situation where your item is damaged, you'll need to put in another order and treat it like a brand new purchase.
But hey, accidents happen to the best of us! We're here to help you find a new favorite item and get back on track. If you have any questions or need assistance with placing a new order, feel free to reach out to us at silibubs@gmail.com or message us on Instagram @silibubs.au or our Facebook account @silibubs.
Thanks for understanding, and happy shopping!
9. Parcels Damaged In Transit
We understand that sometimes things don't go as smoothly as we'd like. If your parcel from Silibubs has taken a bit of a beating during its journey, don't worry, we've got your back!
Here's what to do if you find your parcel in a less-than-perfect condition:
If the Parcel is Damaged Upon Delivery:
- If possible reject the parcel from the courier. We want you to receive your order in it's original state!
- Grab your trusty camera (or phone) and snap some photos of the damaged product/s. We'll need some evidence to help resolve the issue.
- Now, it's time to reach out to our amazing customer service team. Send an email at silibubs@gmail.com and let us know what's happened.
If the Parcel is Delivered Without You Being Present:
- Uh-oh, it seems like your parcel had a little adventure without you. Don't worry, we'll still sort things out!
- Grab your camera (or phone) once again and snap some photos of the damaged product/s. We'll need those to assess the situation.
- Now, it's time to contact our customer service team. Send an email at silibubs@gmail.com and let them know what's happened.
Our customer service team will work their magic to resolve the issue and make things right for you. We're here to ensure that you have a smooth and enjoyable shopping experience with Silibubs.
So, don't stress about those bumps in the road. We've got your back, and we'll make sure your order arrives in perfect condition!
11. Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
12. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier company.
13. Process for parcels lost in transit
We will process a refund or replacement, as soon as the courier has conducted an investigation and deemed the parcel lost.
14. Customer service
For all customer service inquiries, please email us at silibubs@gmail.com or message us on Instagram @silibubs.au or our Facebook account @silibubs