Shipping & Returns

At Jessetch Designs, we always aim to provide you with your beautiful, personalised photo gifts as quickly as possible. We pride ourselves on our customer service as well as the quality of our products.

In the unlikely event that an issue arises, we aim to resolve them as quickly and effectively as possible; our customers are hugely important to us.

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Order Fulfilment:

Every product is handmade, and most are custom products. Therefore, a period of 2-5 working days is required - usually sooner but you will recieve a message when your order is ready for collection or prior to your order being shipped. Where possible, your order may be fulfilled sooner than this advised period. 

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Cancellation of Order:

We are unfortunately unable to cancel your order due to it being a personalised item. 

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Postage:

All orders are sent via standard Australia Post, unless express postage is selected. Just keep in mind that post office time that it will be excluding Sundays, however, please do note this is only an aim for time and approximately shipments can take longer. 

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Tracking:

Whereas we do not offer a step-by-step tracked service, all orders are scanned to confirm their collection from our premises and to confirm a successful delivery or an attempted delivery – this includes a satellite map image highlighting where the parcel has arrived to. If your order is missing, we can quickly launch an investigation into its whereabouts. 

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Lost Shipments: 

In order to conclude a parcel has been lost, a period of 7 working days from the shipped date must expire. In this event, please contact jesa@live.com.au and we will begin an investigation into its whereabouts. 

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Returns/Items arrived Broken 

If your item is damaged, then please provide us with photo evidence. We may also ask you to return the item to us for investigation.

If an item has been found to have been damaged in transit, we will ask you to take photos of the item/s even packaging and take it down to your local post office, and there you can submit a claims form. All items are wrapped with care however we cannot help any damages from Australia Post.

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As all our photo gifts are personalised, we unfortunately cannot offer a refund or exchange if you simply change your mind.

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Please note, we cannot cover the cost of any return shipping charges. It is at the buyer's discretion whether the return postage is tracked and/or insured. If your returned goods go missing during transit, we are unfortunately unable to offer a refund. 

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Your Refund: 

The total value of the item/s returned to us will be refunded to the same account payment was made from less postage costs, upon the item/s being returned safely to us. The refunded amount will show in your account within 7 working days, though typically this happens sooner.

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Damaged or Defective Item/s

All of our products are thoroughly checked to ensure they are of the highest quality and match the product description you were provided with at the time of purchasing. Occasionally, damaged items can be missed at the time of dispatch and as such, depending on the issue with the product, as long as you are able to provide photo evidence of said damage. If it appears the product has been dropped, damaged or misused since safely arriving to you, we reserve the right not to process a refund.