Kew Gardens Soap Bar

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Ex: Shipping and return policies, size guides, and other common questions.

Shipping Costs

All prints and frames are shipped directly to you from our professional workshop in Sydney.

We can ship to anywhere in Australia for a $12 flat rate per order for NSW, VIC, QLD, SA, ACT.

FREE SHIPPING is offered for orders totally over $100, excluding WA, NT and TAS.

Shipping to WA, NT and TAS at $19 flat rate per order. Note that there may be restrictions to our Free Shipping policy for larger sized framed prints being delivered to remote and regional locations.

Production Times

We can supply most products such as albums and metal picture frames now via our online frame shop with a majority of items packed and dispatched within 1-3 days orders placed.

Some picture frames are made-to-order in our workshop in Sydney. Please allow a standard production time of up to 1 week for these orders to be produced.

Click here for information regarding shipping and production information for Decorator Art Prints.

Shipping Times

Local orders around Sydney and surrounding areas can take approx. 1-3 business days for shipping. More distant states and locations such as WA, NT, TAS & SA may take up to 10-14 business days for shipping.

Please note that shipping times are an estimate only and can be subject to delays during peak periods, which are outside our control.

Please allow additional shipping time during peak seasonal periods such as Christmas. 

Once your order has been dispatched you will receive an email from us confirming you order has been shipped. We will also provide you with a tracking number to follow your delivery. We recommend that you review this regularly for updates.

Although we work hard to meet delivery estimates, there may be times when an order may be delayed, due to production reasons or quality control. If your order is taking longer than expected, we ask that you please allow a few more days before contacting us.

New Zealand Orders

$AUD39 Flat rate shipping per order. (Maximum order size of A2 or smaller)

International Orders

We can handle international orders with a minimum order value of $AU50. There may be some maximum size limitations up to A2).

Please contact us with your order directly and we can calculate an international shipping cost for you.

More Questions: 

Click here to visit our FAQ's page for answers to more shipping questions. 

Use collapsible tabs for more detailed information that will help customers make a purchasing decision.

Ex: Shipping and return policies, size guides, and other common questions.

We appreciate your business and we want you to be truly delighted with your purchase! If you're unhappy for any reason, please contact us so we can work to make things right. 

Colour Variance

Please keep in mind that colours shown for our prints and product images can vary slightly from each monitor, screen or device. 

Damaged or Faulty Products Policy

We're proud of our products and guarantee their quality, and we do out best to ensure they are delivered to you in perfect condition. Mistakes and accidents can happen from time to time. Please rest assured that we will replace any item if it is incorrect, faulty, damaged in transit or vastly different from the product description provided on our website. 

If you happen to receive an incorrect or faulty/defective product, please contact us within 1-2  days of the delivery of the goods, along with a brief description and some helpful photos of the item and the packaging. This will help us assess the situation and we can discuss this with you. We ask that you please do not dispose of any packaging, as we may require this to have the goods sent back to us via our transport carrier at our cost. 

Once a claim is approved, we will choose to either refund or replace these items at our cost, based on our normal production and shipping options. 

Damaged Products Policy

If a product is received damaged from shipping when first removed from its packaging, we ask that you please contact us no later than 2-3 days from receiving delivery of your order. 

We will repair or replace any item that has been received damaged. 

We may require you to return any damaged goods back to us. If so, we ask that you securely pack the faulty or damaged product in its original packaging, so that it is able to be returned to us via our transport carrier, at our expense. 

Our insurance policies require photos to enable us to make a claim for damage caused to a package in transit. If you receive a product that is damaged and wish to receive a replacement, it will be necessary to provide us with photos of both the damaged product and the packaging, together with your claim so we may process it promptly. 

Picture frames can be fragile and need to be handled carefully. If a product is damaged subsequent to delivery, as a result of being accidentally mishandled or dropped, then we may refuse to provide any replacement or refund for this. 

Once we've received sufficient information pertaining to a claim, we will be able to determine whether the product is classified as damaged and will arrange a suitable replacement based on our normal production and shipping options. When a claim is approved, we will provide you with return shipping approval and provided with shipping carrier details and labels. 

When a damaged product is replaced or refunded, the damaged product then becomes our property and is subject to being returned. Return shipping will be arranged at the expense of Profile. 

The method of return freight will in most cases be, the via the same carrier that made the initial delivery, however we reserve the right to nominate an alternate carrier where we determine this to be appropriate.

If returning the product please ensure you clearly label the box with our address details, which can be found at the Contact Us section of this website. 

If we do not require the products to be returned to us, we may ask you to dispose of the goods and we will still arrange replacement products for you at our expense.

Replacement products are provided with the same quality guarantee as the returned product. 

Please note, any products returned to us without our return approval may be returned to you and you will be liable for the cost of postage return. 

Exclusions

Replacements or refunds do not apply if the product has not been handled, installed, used or maintained in accordance with any instructions provided with the product or as noted on the product listing.

If the product has been used in a manner other than for which it was designed, to the extent permitted by relevant legislation, Profile expressly excludes any liability for any indirect or consequential loss (including for loss of revenue or loss of use) arising from or in any way relating to the purchase or use of the product.

To the extent permitted by law, our guarantee will only apply to products used for personal/private use. Using products purchased from us for commercial purposes will result in our guarantee being voided.