Shipping & Returns Policy

 

After you place your order

Once you have placed your order you will receive an email confirming the address you have provided us with. You will also receive an email confirming your payment. We will pack your product and begin the shipping process in the next 1-3 working days.

Please note if you order on a Friday, its likely that your products won’t be shipped out until the following week.

 

After your order has left us

Once your order has been shipped, you will receive a shipping confirmation. This confirms that your order has left us and is on its way to you. Smaller items sent as a letter will not include tracking. Larger items sent as a parcel will include a tracking code. Orders are sent by standard post and are free within Australia.

All international orders come with a postage charge of $20AUD, and will include a tracking code.

All artworks ordered will require a custom estimate for packaging, postage and insurance. Artworks can only be bought through direct contact and not through our e-commerce platform. They can also be purchased through our partners, blue thumb, saatchiart, or tricera, in this case please read the shipping and returns policy of each art sales platform, any issues with sales through these partners will need to be addressed through their support channels.

Similarly, with products purchased through our partners, Etsy or Hypmotive Hub, please contact these vendors to revolve any issues around sales, purchasing or postage.

 

Arriving to you

Standard orders will arrive usually within 2-10 full working days from receipt of our shipping confirmation. If your order comes with a tracking number, you will be able to track your order via the Australia Post website: https://auspost.com.au/track/track.html

 *covid notice* at the moment Australia Post cannot confirm delivery times. There have been delays of up to 2 weeks with standard post items within Australia and up to 4 weeks for international orders. If your item is late or does not arrive. Please get in touch.

 

Returns

Please choose carefully if you are purchasing for yourself or for a gift as we do not refund for a change of mind.

Otherwise, please get in touch within 10 days of purchase and we can assist you and assess the reason of the return, and the item, to determine whether an exchange or in store credit will be offered in accordance with this policy. Any returned items must be returned to us with proof of purchase and in a saleable condition. 

We reserve the right not to offer store credit, refund or replacement where the item fault is a result of misuse or neglect.


Proof of purchase

Returns, refunds, exchanges or repair requests must be accompanied by the original register receipt.


Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, 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. If you’ve done all of this and you still have not received your refund yet, please contact us.


Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.


Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item please get in touch.


Shipping

To return your product, you should mail your product to: pitok, Monster Mouse Studios, 9 Gerald Street, Marrickville, NSW 2209.

You will be responsible for paying for your own shipping costs for returning/exchanging your item. Shipping costs are non-refundable. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


Privacy

You will be asked for information that is relevant to your return such as your full name and contact details. If you do not provide this information, then we may be unable to process your return. Please know that we respect your privacy and you can read our privacy policy online.