Shipping policy

Where are you located?

Sarah Epstein Studio is located in Melbourne, Australia.

How much does shipping cost?

Shipping cost varies depending on the destination, and is based on weight. The rate is calculated at checkout once you enter your delivery address. I provide Standard and Express shipping options within Australia and New Zealand, and both have tracking. I also provide a more economical 'no tracking' option for certain items, but please be aware that once the package is shipped, transit is out of my hands and I am not responsible for any untraceable items sent without tracking.

Why can I see your products but I can't complete checkout?

Mostly likely it's because you are outside of our shipping zone. I display the full product range here for everybody to view, but I only ship to Australia and New Zealand via this website.

Do you ship internationally?

Yes, I do! If you are an international customer, please go to my Etsy shop to place an order. Why? Because Etsy makes it easier for me to collect and remit applicable sales taxes to your country. The products and processing times are exactly the same as this website.

Please note: I am regrettably unable to sell and ship products to the EU and Northern Ireland due to the new General Product Safety Regulation (GPSR) rules. My small business is unable to bear the cost and logistical difficulties of acquiring a product safety representative based in Europe.

How do I receive my digital items?

Digital items are delivered instantly to the email address you used at checkout. If you do not see it, please check your spam folder, or if using Gmail, check your Promotions tab.

What is the order processing time?

It typically takes me 1-3 business days to create your items prior to dispatch. A number of products are in stock, but some are made to order (like art prints and spiral-bound notebooks, for example). Order processing times may increase during busy holiday periods and new product launches. Please check the store’s welcome banner at the top of the home page (and the announcement at the top of my Etsy shop) for updates on order processing times. 

How long does it take for my order to arrive once it has been shipped?

All orders are shipped via Australia Post. Allow extra time for delivery during holiday periods when delays can occur.

To Australian buyers: 
Standard: 3–7 business days (longer if outside of metropolitan areas).
Express: 1–2 business days (longer if outside of metropolitan areas).

To New Zealand buyers: 
Standard: 4–7 business days (longer if outside of metropolitan areas).
Express: 2–5 business days (longer if outside of metropolitan areas).

To international buyers for orders placed via my Etsy shop: 
Standard shipping usually takes around 1-2 weeks, but please allow up to 4 weeks for your item(s) to be delivered due to customs. In the interests of offering affordable shipping options, I also offer an economy 'no tracking' shipping option. If you choose the 'no tracking' option, please be aware that once the package is shipped, transit is out of my hands and I am not responsible for any untraceable items. 

What about customs duties and import taxes for New Zealand, and other international orders placed via the Etsy store?

Buyers are responsible for any duties and import taxes that may apply once the products leave my studio. I highly recommend researching your country's customs fees before making a purchase to avoid any unexpected costs. I am legally required to declare the full value on all goods shipped, and I am not responsible for any delivery delays due to customs.

What happens if I've accidentally provided the wrong delivery address?

The buyer is required to provide a complete and accurate delivery address, including the name of the recipient. I am not liable for the delivery of your goods to the wrong address or wrong person as a result of you providing me with inaccurate or incomplete information.

You can try emailing me at hello@sarahepsteinstudio.com within 24 hours of placing your order and I may be able to change your delivery address if the item has not already shipped.