FAQ'S
Who runs Poison to the Bone?
Hey I’m Georgia a sk8 pixie from Melbourne that focuses on making threads & accessories for everyone that loves switching up styles n colours. From making the threads/ accessories to then packing and shipping orders, running social media & responding to emails and dm’s, it’s all done by yours truely xxx
POSTAGE AND SHIPPING
When will I receive my tracking number?
Each item is made to order by myself Georgia, so please allow 1-3 business days for your pieces to be completed prior to shipping. You will receive an order update email once your order has been shipped with tracking number details. If your order is taking longer to complete due to other prior orders, you will be emailed immediately about the short delay. If you haven’t received your tracking number please check your spam/junk mail, as it sometimes can end up there.
How long will it take to receive my order?
Poison to the Bone uses Sendle or Australia Post Standard or Express tracked domestic and international shipping, all sent out from Melbourne Australia
For domestic orders using Standard Post this can be delivered within 5 working days (metro areas) and within 9 days for the rest of Australia. But please note there are still some slight delays due to Covid 19 parcel services so use Express if you urgently need your package. For domestic orders using Express Post this can be delivered within 2-3 days (metro areas) or a day or 2 extra for the rest of Australia.
International orders sent out with Australia Post standard can take up to 14-20 days (major metro areas) and Express post 7-14 days (major metro areas)
But please note as all orders are sent out from Melbourne Australia, please allow extra time for receiving your items due to shipping delays around the world. All items are sent out with tracking numbers so be sure to check how your package is travelling.
Do you ship worldwide?
Yes Poison to the Bone ships worldwide!! We currently offer Standard and Express Post for all orders, all orders are shipped out from Melbourne Australia, using Sendle or Australia Post. Once you’re at checkout you will be able to see our shipping rates
What is your GST/ tax policy for orders, will I have to pay customs?
We cover all GST on Australian orders, once you have placed your order there will be no other fees to pay.
For those outside of Australia, customs or import charges will be charged once your parcel has cleared customs and reaches its destination country.
Poison to the Bone is not responsible for any Customs or Import duties.
I entered the wrong shipping address, what can I do?
It is very important to add your correct shipping address when you place your order. If you enter the wrong shipping address contact us immediately at poisontothebone@gmail.com
If we are unable to make the change in time, you will be responsible for receiving the parcel at the address you entered originally. Poison to the Bone takes no responsibility for goods lost due to incorrect shipping details.
What if my package was returned to sender?
If for any reason your package is returned to us we will reship to you. However, the reshipping may involve an extra cost depending on the reason it was returned to us. So please add your correct address when checking out.
What if my item gets lost in the mail?
Poison to the Bone ships with Australia Post, and uses standard and express domestic and international mail-tracking facilities. Poison to the Bone is not responsible for items that are lost or damaged during returns. If your item has been lost you will need to get in contact with Australia Post and provide your tracking details.
RETURNS AND REFUNDS
What is your returns policy?
If you’re wanting to return a product email us ASAP at poisontothebone@gmail.com
Stock that has been screen printed/ DTG printed can be refunded/exchanged (within 30 days of receiving your order) Send us an email ASAP so we can get this sorted for you. Postage will be at buyers expense if a refund/return is accepted. Refunds will only be issued after we have received the item/items and checked there has been no wear.
Orders that are made with vinyl are all personalized to your order and made on the day, so we currently don’t offer returns on these specific products, but we do offer returns only if the item is faulty. As each item is personalized for your order, it’s always triple checked before it’s sent out. This is why there are unfortunately no exchanges/refunds on change of mind. Please email poisontothebone@gmail.com if your item is faulty with pictures and we will review your request.
Jewellery (excluding earrings) can be exchanged/refunded (within 30 days of receiving your order) Postage will be at buyers expense if a refund/return is accepted.If sent back damaged or can tell there has been wear, your refund/exchange will not be processed. So make sure you have emailed us before sending it back.
What if i receive a faulty item?
In the rare circumstance you received a defective or damaged item – I apologise in advance and will replace the piece as quickly as possible! ! Each piece is made with love and hard work from my home studio, always being triple checked before being sent out.
If you need to return a piece please send me an email at poisontothebone@gmail.com with a picture of the faulty item, and I will get back to you as soon as i can. But please allow 1-3 business days for a reply.
How long does it take for me to receive my refund? (if applicable)
Once your return is received and inspected, I will send you an email to notify you that we have received your returned item. I will also notify you of the approval or rejection of your refund. Inspection of returns usually take 7-10 business days of the day I receive the parcel, but it might take longer during busy periods. Please email me at poisontothebone@gmail.com f you would like to follow up on the status of your return!
If you are approved, then your refund will be processed, and the credit will be applied to your credit card or original method of payment.