At Notch + Potch, we will always endeavour to have the items you purchased in your hands as soon as possible. Regardless of any current global events or local restrictions, we will continue to operate and strive to ensure you can make the most of your purchased item.
However, there may be delays with you receiving your goods due to courier logistical difficulties and social distancing measures implemented by our partners (Sendle and Australia Post), so we appreciate our customers’ understanding and patience.
By purchasing your order you agree to our shipping policy.
If you have enquiries related to your items once they have been shipped, please let us know by emailing us at email@example.com.
Shipping times are a guideline only, they vary depending on your location and subject to change. You may experience slightly longer delivery times during peak periods, due to wild weather, or due to other courier delivery issues that are unforeseen or unavoidable events beyond our control.
Ausralia: 3-10 business days.
Rest of the world: 10-30 business days.
When tracking information is available, it will be provided via email once the order is processed and shipped.
If your parcel does not reach you within 25 working days, please reach out and we will do our best to locate your order with the courier and, where appropriate, re-ship the product or refund you. However, we are not responsible for lost or damaged goods due to courier fault.
RETURN & REFUND POLICY
Due to the nature of our products, they cannot be returned. You can keep the product even if we do issue you a refund. We do have a refund policy that can be used under extreme circumstances.
Throughout the approval process, we will ensure that you are absolutely happy with the final version of the portrait that will be sent for printing. Therefore, we will provide a refund once if there is a quality issue with the print itself. If you have noticed an issue with the print quality, please contact us at firstname.lastname@example.org to discuss a potential refund.
If you are approved for a refund, it will be processed and a credit will automatically be applied to your credit card or original method of payment. Processing times may vary depending on your financial institution.
If you receive a refund, the original cost of shipping will be deducted from your refund.
Change of mind (within 24 hours of placing the order)
If you change your mind within 24 hours of placing the order, we will provide you with a full refund.
Change of mind (after 24 hours)
As our artist will have started working on the portrait soon after you place your order, we are not able to provide a full refund after 24 hours. We will provide you with a partial refund that varies based on the number of portraits ordered for sketching: Each portrait will incur a $40 fee, but the rest will be refunded. This is handled on a case-by-case basis.
Late or missing refunds
If you believe you should have received your refund, please contact us at email@example.com.
However, we encourage you to first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.