Important Christmas Cut-Off Date and Considerations

  • Based on the latest information provided to us from our shipping carriers, we encourage our customers to place their Christmas order by Friday 3rd of December or as early as possible to avoid disappointment due to unforeseen delays.
  • This would allow time for us to be able to produce your order and then for the carriers to be able to have your parcels delivered hopefully before Christmas, with anticipated delays considered.
  • This advice is based on the dates provided to us by carriers and are subject to variable scenarios and changes.
  • This advice excludes remote and regional destinations such as WA and NT, which will naturally require more shipping time than the other states and capital cities.
  • We also suggest that our customers should be prepared for extended order production times and extended delivery times for all shipping providers after this date.

Production & Shipping

When will my order be dispatched?

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 3 business days to process and print your print to order. All unframed prints are packed and secured using sturdy mailing tube, then dispatched from our Sydney warehouse via courier.

Framed Prints

Our current turnaround is up to 8 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 dispatched from our Melbourne warehouse via our shipping partners. Please expect further shipping delays during busier times of the year, including the peak period before Christmas.

Stretched Canvases

Please allow approx. 5 to 7 business days to custom print and professionally stretch and frame your canvas print in Australia, then dispatched from our Melbourne 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. 1 to 2 business days to process and pack your jigsaw puzzle, ready for shipment from our Sydney warehouse.

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.

 

Can I have the image framed in a different orientation than shown on your website?

Yes, you absolutely can! Please get in touch with us via the live chat and/or at info@throughourlens.com.au or alternatively, leave a detailed and descriptive note in the order note section upon checkout, and we will arrange accordingly.

 

Can I change or cancel my order?

Please note, all of our prints and artworks are custom made to each order. Once your order is confirmed, it is sent directly to our print queue. Please review the items in your cart carefully before placing the order, as we cannot change or offer exchanges once the order is in production.

 

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. Please do not discard the packaging until sufficient evidence is provided to us.

 

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 and jigsaw puzzles.

Shipping rates is calculated at checkout for all framed print orders, and will vary on the number of items and the total weight.

International Orders

We offer international shipping for all unframed print orders at a flat rate of $29. Duties and taxes are the responsibility of the recipient and must be paid by the recipient

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

 

Returns & Refunds

What is your Return Policy?

Please note, all of our products are custom made for each order and customer's specifications. We are not required to provide a refund or replacement if you change your mind. Please review the items in your cart carefully before placing the order, as we cannot change or offer exchanges once the order is sent into our production pipeline.

Returning An Item

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

You can choose a refund or exchange if an item has a major problem. This is when the item:

  • has a problem that would have stopped someone from buying the item if they had known about it
  • is unsafe
  • is significantly different from the sample or description
  • doesn't do what we said it would, or what you asked for and can't be easily fixed.

Shipping costs when returning an item are at buyer's expense and are non-refundable. Item(s) must be returned in their original condition and packaging. 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.