Shipping policy

Shipping Policy - Last updated: 16 November 2025

 

Domestic Shipping, Delivery and Pickup

(See below for Insurance Terms and Conditions)

All products are shipped directly from our warehouse in Victoria, Australia using Australia Post, unless an alternate shipping service is arranged.  Costs for alternate shipping services will be separately arranged with you on a case-by-case basis.

 

Australia Post is the default shipping partner and, unless otherwise arranged, they provide the shipping service.  The party providing the shipping service is also referred to as the carrier.

 

Our priority is to get your products picked accurately, packed securely, and into your hands as quickly as we can so you can keep having fun and delivering joy.

 

We do not specifically offer same day or next day delivery.  Delivery timelines will depend on the shipping service selected and the service provided by the shipping service.  We do prioritise getting your products to the shipping service as soon as possible.  Express Post Order Requests do receive a higher priority than Standard Delivery Order Requests.

 

Unfortunately, we do not have control over the processes and actions of shipping companies and their employees, and we do not have control over circumstances surrounding the ultimate delivery of your parcel, including risks associated with parcels left unattended.  We always encourage people to have products delivered to an address where a trusted person will be available for collection.

 

We confirm that we are not responsible for any loss, damage or theft once your items have left our control and been placed with a shipping carrier.  This includes, but is not limited to, while your items are in transit, being delivered and after they have been delivered.  Additionally, and for the avoidance of doubt, we are not responsible for any loss, damage or theft after your items have been delivered by the carrier, including, but not limited to, if your items have been left unattended.

 

Insurance options for the period your item is in transit are available, at an additional charge, by selecting the Product, Shipping Insurance and adding it to your shopping cart.

 

Delivery Cost – Default shipping partner

 

Our delivery costs are based on rates provided by Australia Post and may vary depending on the weight or size of your order and whether you have chosen Standard or Express Post delivery.

 

The delivery charge will be quoted to you prior to making your payment.  Delivery charges are subject to change, without notice.

 

Shipping Insurance Policy

Insurance – For products in transit (Australia only)

 

At Flutterby Art Supplies, we take great care in preparing and dispatching your order. However, once your parcel leaves our premises, it is in the care of the carrier, and we are no longer responsible for its condition or delivery outcome. We cannot be held responsible for parcels lost, stolen, or damaged in transit or after delivery.

We do not provide automatic insurance coverage for parcels in transit or after delivery. To help protect your order, we offer Shipping Insurance as an optional product add‑on for the period your parcels are in transit. This coverage is available for purchase during checkout and is strongly recommended, especially for high‑value or time‑sensitive orders.

Coverage Scope

Shipping Insurance covers loss, theft, or damage that occurs while your parcel is in transit. Coverage ends once the parcel is marked as delivered by the carrier. We do not provide insurance and we cannot be held responsible for any loss, theft, or damage that occurs after delivery.

Limitation of Liability

To the maximum extent permitted by law, our liability under this Shipping Insurance Policy is strictly limited to the replacement value or repair cost of the insured goods, as determined at our discretion. We shall not be liable for any indirect, incidental, special, punitive, or consequential losses or damages of any kind, including but not limited to loss of profits, loss of business, loss of goodwill, or loss of opportunity, arising out of or in connection with any claim under this Policy.

Customer Responsibility

If you choose not to purchase Shipping Insurance, you accept full responsibility for any loss, theft, or damage that may occur during transit or after delivery. Flutterby Art Supplies will not reimburse or replace items under these circumstances.

Partial Coverage

If the level of insurance selected is less than the total value of your order, any approved claim will be prorated based on the proportion of coverage purchased relative to the full invoice amount.

Claims Process

To lodge a claim, customers must email services@flutterbyart.com.au and provide supporting evidence such as photographs of damage or proof of non‑delivery. Each claim will be assessed on its merits, and Flutterby Art Supplies will advise the customer of the outcome once the review is complete. Flutterby Art Supplies may also request the return of damaged items as part of the claims assessment process. Customers are responsible for arranging the return when requested, and claims may not be finalised until the damaged items are received.

 

Insurance – For products in transit (International, being outside Australia)

 

Please contact us before making your payment to receive a quote for the insurance charge.  We will amend your order to include your insurance prior to you making your payment.  All other terms and conditions contained within this policy apply to product in transit internationally.

 

Signature on Delivery

 

Australia Post offers the option to request a Signature on Delivery, at an additional cost.  If a Signature on Delivery is unable to be captured at the time of delivery, your parcel will be held at a Post Office or Parcel Locker for collection and you will receive a separate advice from Australia Post regarding these arrangements.

 

If your items remain uncollected, Australia Post reserves the right to return the parcel to us.

 

Please contact us before making your payment to receive a quote for Signature on Delivery.  We will amend your order to include the cost for Signature on Delivery prior to you making your payment.  Please note that Signature on Delivery is provided by Australia Post, not Flutterby Art Supplies.

 

Note: It may not be possible to capture a Signature on Delivery when delivering to Post Office Boxes or Parcel Lockers when the receiver has given us authority to deliver without requiring a signature.

 

International Shipping

 

We can offer international shipping.  Please contact us at dale@flutterbyart.com.au to discuss your international shipping needs and costs.

 

 

Pick-up

 

Pick-up can be arranged at our Victorian location.  Please contact us at dale@flutterbyart.com.au to arrange a specific pick-up time.

 

Packages returned to us

 

If your package is unable to be delivered and is returned to us, we can resend the item to you.  It is important to note that you will incur an additional delivery charge.  This delivery charge will need to be paid prior to redelivery.

 

Alternatively, we can return the goods to stock and provide a store credit of the invoice value of the goods returned, including discounts and excluding shipping, against future purchases.  You may also request a refund of the purchase price, including discounts and excluding shipping costs. Where possible, the refund will be processed against the original payment method.  Where a refund is provided, there will be a 10% restocking fee for items returned.  Please see our Return and Refund Policy for further details and terms and conditions.