Terms & Conditions…

 

These terms and conditions apply to the use of the Two Grey Elephants website. By accessing the site and placing an order you agree to be bound by the terms and conditions set out below.

We want you to be delighted with our products and your experience. If you have any questions that we can help with, please fill out our contact form or drop us a line at hello@twogreyelephants.com.au.

 

Payment

Payments are processed seamlessly via our web site using PayPal and Square, both secure and well-trusted online payment providers.
All major debit and credit cards are accepted including American Express, Visa and Mastercard.

After you have placed your order you will receive e-mail confirmation of the transaction.

 

Postage & Delivery

All our products are carefully packaged to make sure they make it to you in perfect condition. Your order will usually be dispatched within 2 working days of payment. If you have not received your parcel within a reasonable timeframe for your area please contact us so that we can follow this up. We keep a tracking number for all orders and are happy to provide this to you at anytime.

You will be provided with a range of delivery options for your convenience which may include:

  • Sendle (Courier Shipping with Signature on Delivery);
  • Australia Post Regular Postage;
  • Australia Post Express Postage;
  • Officeworks Mailman (flat rate courier delivery to residential addresses or to pick up at your local Officeworks); and
  • • Free In-Store Pickup (see details below)

Officeworks Mailman is generally the cheaper of these options with Australia Post and Sendle being quite similar depending on your area and the size of your order, we do find Sendle a very quick and reliable option and would recommend them for bulky or high value orders.

As we are based in a regional location and due to the nature of our products, unfortunately we are unable to offer flat rate or free shipping for most of our products.

Picking Up Orders in Store

You can choose to “click and collect” and pick up your order in store, simply select “Pick Up In Store” as your shipping method at checkout.
Orders will usually be available for collection the next trading day from 11am.

Our trading times in Millthorpe are currently Friday to Sunday 10am – 4pm and our store is located at 9 Pym Street.

Special Orders

An item is considered to be a “Special Order” if it is a product that we do not normally stock and that we have to source and specially order for a customer.
A 50% deposit must be paid for all Special Orders before the item is ordered in. 
We do not offer returns or exchanges on Special Orders unless there is a fault with the item or something is not as described on the product description.
If there is a problem with a Special Order product you have purchased please get in touch and we will do our best to help you find a solution – we want our customers to love their purchases from us.

 

Custom & Made to Order Pieces

All custom pieces are created after thorough consultation with the customer on every detail of their request.
Once all details have been finalised, a summary will be emailed to the customer for review and approval. This summary includes all details discussed with the customer and an emailed approval from the customer must be received before work commences on their order.

Made-to-Order pieces are items we may have on display in store but have to be made for you.
No work commences on a Custom or Made-to-Order piece until payment has been made in full (and in the case of custom pieces, until the custom order form has been approved by the customer ).

We do not offer returns or exchanges on Custom or Made-to-Order Pieces unless there is a fault or something is not as described on the approved custom order form.
If there is a problem with a custom item you have purchased please get in touch and we will do our best to help you find a solution.

 

Gift Vouchers

All gift vouchers are valid for 12 months from the date of purchase.

Gift vouchers are available in any amount over $10 and can be purchased in pre-set amounts through the online store, or customers can contact us to purchase gift vouchers in another amount over $10 of their choice.

Gift Vouchers cannot be redeemed for cash and are non-transferable and we cannot be held responsible for lost or stolen gift vouchers.

If a recipient is not named when the voucher is purchased then we will be unable to assist them if their voucher is lost or stolen.


If you have lost a gift voucher please contact us. If it has not been redeemed and we have the recipient details we will do our best to assist you where possible.

 

Returns & Exchanges

We want you to love your products and we won’t be happy if you’re not. If the goods arrive and are damaged or faulty please inform us within 48 hours and we will arrange a replacement.

If you wish to return your products for any other reason such as change of mind please contact us within 14 days to discuss, we are happy to exchange or refund in most instances. Please contact us before returning any item. If you do need to return an item, please retain your proof of posting, as we cannot be held responsible for items that get lost or damaged in transit.

Unfortunately we are unable to offer refunds or exchange on custom or special order items for change of mind.

 

Disclaimer

We do our best to give an accurate likeness of the colour and quality of all our products. Many of our products are handcrafted, and as it is with all handmade products, items and colours will vary slightly from piece to piece.