Production & Shipping

How long will my order take to arrive?

All of our prints and artworks are designed by us and proudly made in Australia. Our guide to production time for different products is outlined as below.

Unframed Prints

Please allow approx. 2 to 4 business days to process and print your print to order. All unframed prints are packed and secured using sturdy mailing tube, then dispatch from our warehouse via courier.

Framed Prints

Please allow approx. 2 to 5 business days to custom print and professionally frame your print to order. Our made-to-order frames are handmade, each individually by qualified framers in Australia, then dispatch from our warehouse via our shipping partners. During busier times of the year including peak period before Christmas, please expect further shipping delays of up to 4 business days.

Stretched Canvases

Please allow approx. 5 to 7 business days to custom print and professionally stretch and frame your canvas print in Australia, then dispatch from our warehouse via our shipping partners. Printed with the latest eco-solvent technology, our canvas prints are hand-stretched and come ready to hang.

Jigsaw Puzzles

Please allow approx. 2 to 4 business days to process and pack your jigsaw puzzle, ready for shipment.

E-Gift Card Voucher

Shopping for someone else but not sure what to give them? We offer e-gift cards that are the perfect gift of choice to someone so that they can select the print they love. Our e-gift cards are digital, delivered to your email address instantly and do not have an expiry date. Shop our e-gift cards online here.

 

How do I know the status of my order?

Once your payment has cleared, you will receive a confirmation email with your purchase receipt. Orders are processed and move into production the next business day. Production times vary depending on the product, refer to information about our production time on each product page, located under the Shipping Information tab. A shipping confirmation email with tracking information will be sent when your order is dispatched.

 

What if my order arrives damaged?

In accordance with Australian consumer law, we will replace any products that arrive damaged, faulty, or different to described on this website. When shipping large fragile items, there is always a risk or damage during transit. Thankfully due to considerable protective packaging, this is a rare occurrence for us.

If items arrive damaged, you must contact us immediately via email within 24 hours of receiving the product and provide photos of the damage along with the original packaging.

 

What if I am not home when my order arrives?

In light of COVID-19, our post and courier partners have put measures in place to protect ourselves and operating drivers. If you are not home at the time of delivery, our delivery personnel will leave the parcel on your premises if it is safe to do so. Often this will be near the front door and outside of the weather. Otherwise, our driver will leave a card with instructions for you to pick up the parcel from your local post office.

 

How much do you charge for shipping?

Australian Orders

We offer free domestic shipping for all unframed prints, framed prints and stretched canvases.

If you are ordering a jigsaw puzzle, there is a flat shipping rate of $8.95

International Orders

We offer international shipping for all unframed print orders at a flat rate of $29.

For other products including framed prints, stretched canvases and jigsaw puzzles, please get in contact with us via email at sales@throughourlens.es

 

Returns & Refunds

What is your Return Policy?

Please note, all of our products are custom made for each order. We are not required to provide a refund or replacement if you change your mind.To make sure you are happy with your purchase, we are always available via email if you have any questions regarding our products. 

Returning An Item

If you feel that you are not satisfied with your order, please reach out to us at sales@throughourlens.es

Shipping costs when returning an item are at buyer's expense and are non-refundable. If you receive a refund, the cost of return shipping will be deducted from the total amount. Estimated time of delivery of your exchanged product may vary depending on where you live. If you are shipping an item over $75, we advise using a trackable shipping service or purchasing insurance to go along with your service. There is no guarantee that we will receive your return item.