Shipping & Returns
1. Shipping
Australia
We offer free standard shipping within Australia using Australia Post.
If you require faster delivery, Australia Post Express Post is available at an additional cost.
For orders placed through the website, any applicable shipping charges will be shown at checkout where available. For made-to-order, bespoke or enquiry-based orders, shipping costs will be confirmed with you and included on your invoice where applicable.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.
International Shipping
We ship internationally using Australia Post.
Shipping costs are calculated at checkout based on your destination and the size of your order. Once your order has been dispatched, you will receive a tracking number by email.
Please note that international orders may be subject to customs duties, taxes, import fees or other charges imposed by your destination country. These charges are the responsibility of the customer and must be paid before delivery can be completed.
To comply with Australian law, all international shipments will be declared at their full purchase value. We are unable to mark items as gifts or declare a lower value.
Processing Times
Ready-made items are generally dispatched within a few business days of receiving payment unless otherwise stated.
Made-to-order and bespoke items require production before dispatch. Estimated lead times will be provided on the product page or discussed with you before work begins.
Delivery
Delivery timeframes provided by Australia Post are estimates only and are outside our control.
Once an order has been lodged with the shipping carrier, Gibson Handcraft cannot accept responsibility for delays caused by postal services, customs processing or other circumstances beyond our control.
2. Returns & Refunds
We want you to be pleased with your purchase. If you are not satisfied with an eligible item, please contact us to discuss a return.
Ready-Made Items
Unused, non-personalised ready-made items may be returned within 14 days of delivery.
To be eligible for a refund:
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the item must be unused and in its original condition;
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it must be returned in saleable condition; and
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you must contact us before returning the item.
Customers are responsible for return shipping costs unless the item is faulty or incorrectly supplied.
Refunds will be processed once the returned item has been received and inspected.
Made-to-Order & Bespoke Items
Due to the personalised nature of made-to-order and bespoke work, these items cannot be returned or refunded for change of mind.
If your item arrives with a manufacturing fault, please contact us as soon as possible so we can discuss repair, replacement or refund options.
Faulty or Damaged Items
If your order arrives damaged or you believe it has a manufacturing fault, please contact us as soon as possible after receiving your order.
Where appropriate, we will arrange for the item to be returned for inspection and will work with you to provide a repair, replacement or refund in accordance with Australian Consumer Law.
3. Lifetime Care
Every item handcrafted entirely by Gibson Handcraft is eligible for our Lifetime Care service, available to the original owner or original gift recipient.
For full details, including eligibility, exclusions and repair conditions, please see our Lifetime Care Policy.
4. Australian Consumer Law
Nothing in this Shipping & Returns Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.