Frequently Asked Questions
Hello and welcome!
Please check out our frequently asked questions below, which cover everything from shipping to custom work.
How fast will my order ship?
Please allow 2-3 business days for your order to be processed before it ships. We’ll try to get it out sooner than that, but sometimes we get backed up, especially during the holiday season. If you need an item sent quickly to make a deadline, please let us know and we’ll try our hardest to work something out.
Domestic deliveries are made Monday to Friday (public holidays excepted). Australia Post does not guarantee delivery within a certain time frame for standard packages (so we can’t either, unfortunately).
What are your business hours?
We ship packages and return emails from 9am - 5pm, Monday - Friday excluding major holidays. If you contact us regarding your order outside of those hours, we'll get back to you as soon as we're back in the studio.
Why don't you have a phone number listed on your site?
We’ve streamlined our processes to provide you the most efficient and effective service possible. As we are a small team by not needing to be constantly on the phone we can focus more on delivering you amazing new products. We answer emails very efficiently so if you have any questions or issues, please email us at hello(at)inthedaylight.com.au.
How are your shipping rates calculated?
We use Australia Post to deliver around Australia. Shipping costs are determined by the size and weight of your purchase. Where possible we will wrap items together, however this isn’t always possible so you may receive multiple items and will be charged for shipping accordingly.
Can I track my order?
Unfortunately, Australia Post doesn’t offer tracking services for standard packages. International packages under a certain weight cannot be tracked. Tracking on orders over 500g or with express post
What is your return policy?
We take great pride in the quality and craftsmanship of our products. We are always happy to exchange or refund your item if it gets damaged in the mail. Please contact us for prior authorisation of any returns.
We will cover the cost of re-shipping:
- If your order arrived damaged.
- If an item was received in error.
- If your package was lost in the mail. *However, if Australia Post claims your item was delivered but you didn't receive it, we ask that you cover the cost of re-shipping the package.*
- If your package was mis-delivered and you are unable to correct the matter with your local post office.
We ask you to cover the cost of re-shipping:
- If you seek a replacement or an exchange for reasons other than damage or loss as described above.
- If you provided an incorrect shipping address at checkout.
- If Australia Post claims your item was delivered but you didn't receive it.
- If for any reason you were unable to collect your package at customs.
*All refunds and exchanges will be processed upon receipt of the item in its original condition. Shipping will only be refunded if the entire package arrived damaged or the package was lost in the mail.
Can you customise colours or change a word on something for me?
We're sorry, but due to the demands of creating our product line and running the company, we are not able to take on custom work. Hopefully you'll still be able to find something you like!
Do you still do custom portraits?
Unfortunately, we no longer take on custom portraits.
Still have a question that didn't get answered? Feel free to contact us hello(at)inthedaylight.com.au and we'll do our best to provide an answer as soon as we can.