Shipping & Delivery Policy

Every Heirloom Print is handmade to order and delivered to your door. This policy explains our production and delivery timeframes, how tracking works, and what we do if something goes wrong in transit.

1. Delivery Is Included

Delivery within Australia is included in the price of every piece. There is no separate shipping charge at checkout, and every order is sent with tracked delivery.

2. Production Timeframes

Your print is not sitting in a warehouse; it is made for you after you order. Standard production time is 5 to 10 business days from the date your order is confirmed and your photograph is received in acceptable quality.

Production timeframes are estimates. We and our fulfilment partner will use our best endeavours to meet them, but they are not a guarantee. If anything material delays your order, we will contact you.

3. Dispatch and Tracking

Orders are produced and dispatched by Atkins Lab, our fulfilment partner in Kent Town, South Australia, via tracked courier with our nominated freight partners. When your order is dispatched, we send you an email with your tracking number so you can follow its journey.

4. Delivery Timeframes

Once dispatched, most orders arrive within 3 to 7 business days. Deliveries to regional and remote addresses can take longer, in some cases up to 10 business days after dispatch.

As a practical guide from order to wall: most customers receive their Heirloom Print within two to three weeks of placing their order. Delivery timeframes are estimates provided by our freight partners, not a guarantee, and we cannot accept liability for carrier delays once an order has been dispatched.

5. Where We Deliver

At this time, Heirloom Prints delivers within Australia only. If this changes, this policy will be updated accordingly.

6. Your Delivery Details

Please ensure your delivery address is accurate and complete when you order. If nobody is available to receive the parcel, the courier will follow their standard process, which is usually to leave the parcel in a safe place or card the address for collection or redelivery. If you realise an address is wrong after ordering, contact us at info@heirloomprints.com.au as soon as possible; we can usually correct it before dispatch.

7. If Your Order Arrives Damaged

Every piece is packed for protection in transit. If your print arrives damaged, contact us at info@heirloomprints.com.au within 10 days of delivery with your order number and photographs of the damage. Where the concern is valid we will produce a replacement at no cost to you, or issue a full refund where a replacement is not appropriate. You will never pay return postage for a damaged or faulty item. The full process is set out in our Refund & Returns Policy.

8. If Your Order Goes Missing

If your tracking has stopped moving, or your order has not arrived within the timeframes above, contact us and we will investigate with the freight partner. Where a parcel is confirmed lost in transit, we will produce a replacement at no charge or issue a full refund. None of this affects your rights under the Australian Consumer Law.

Related documents: Terms & Conditions Refund & Returns Policy