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Categories
- GENERAL FAQs
- PRODUCT FAQs
- SHIPPING FAQs
- ORDERING FAQs
- RETURNS FAQs
- TERMS & CONDITIONS
- PAYMENT & SECURITY
- YOUR PRIVACY
- EXCHANGES POLICY
- SHIPPING INFORMATION
Have a question? We'll have the answer!
If for any reason you can't find what your after here, please contact us via:
Email: [email protected]
or
Livechat: located bottom left of screen
We're here for you! x
General FAQ's
What is Pre Order?
We don't want you to miss out on something you love so you may have the option to pre order. The estimated arrival date will always be listed on the website so you know when to expect your purchase.
Where are you located?
Our office is located in Brunswick - Melbourne, home of the best coffee and lebonese pizza you'll ever eat #foodislife.
Could you suggest some items that pair well together?
Of course! You can always ask Jamie in the chat box at the bottom of our website or at [email protected]
Do you have a store I can visit?
You're currently in our store now, make your self at home! Art Club Concept is an online business, however we're stocked in a whole heap of incredible stores which can be found on our stocklists page: http://artclubconcept.com/apps/store-locator.
When is the next range due?
We release two collections annually, our Autumn/Winter collection which is due March & our Spring/Summer collection which is due November. We also like to keep things fresh so we'll often do injections of either popular styles or brand spanking new products.
When is your next sale?
We often have special sales or events pop up. The best way to stay in loop is to join our mailing list & you'll always be first to know(Link to sign up). You can also find any sale items at http://artclubconcept.com/collections/sale
I'm interested in becoming stockist. Who do i speak to?
Yay! We'd love to get to know a little bit about you! Head to our Join The Family section and fill out our Become a stockist form. We'll be in touch within 48 hours via email. Can't wait to chat!
Do you offer discounts to stylists?
If you're after a trade discount we'll get you to fill out the Trade Enquiries form in the Join the Family section of our website & we'll be in touch via email.
How do i find an item?
In the top right hand corner of your page you'll see a search bar, just type in the name, category or colour into the bar and press enter. You should be able to find it from there. If not, jump on the chat bar at the bottom of the page & Jamie will point you in the right direction!
I found something I love on you instagram page. How do i find it?
Go to the 'SHOP INSTA' tab in the menu bar of our webpage, if there you'll find all of our instagram images & by clicking on the image each product will be listed next to the image.
What is your privacy policy?
You can see our Privacy Policy here or use the tab to the left.
How do I keep up to date with all the happenings with ArtClub?
ome over for a coffer & catch up! Or alternatively, Join The #ARTCLUB in the Community section of our website!
I forgot my password.. What do i do?
If you’ve forgotten your password, go to our website select ACCOUNT and click LOG IN (even though you’ve forgotten your password). When you get to the log in page select ‘Forgotten your password?’. Type in your email address linked with your account and follow the prompts to reset your password.
Can I contact you VIA phone?
It’s best for you to use our listed email addresses or our chat service for all correspondence. We’ve been commended on our rapid replies, some would even call us email ninjas so we promise we’ll reply quickly!
PRODUCT FAQ's
Can I wash my cushions?
Yes you can! However you should only ever wash the removable cushion COVERS and not the feather down insert. We recommend that you wash your covers seperately in cold water either handwashing or on a delicate machine cycle.
What are the sizes of your prints?
All of our prints are A2 and currently come unframed, giving you the opportunity to custom frame it to suit your space.
Does your Wall Art come framed?
Sadly, we don’t offer framing due to risk of breakage when shipping. We recommend taking your print to your friendly local framer (our favourite look is to have the print floating), alternatively our prints will also fit a range of Ikea frames.
Are you cushion inserts made from feathers / are your feathers ethically sourced?
Our feather selections are tested to IDFB Standards (International Down Feather Bureau) & are not plucked from live birds. We searched far and wide for the highest quality insert that didn’t cause any harm to our flying friends.
Are you cushions suitable for outdoors?
We don’t recommend that you use our cushions outside. They are made of a premium cotton X linen blend and are intended for indoor use - We cannot make any promise that our products will withstand outdoor elements.
Who designs your artwork?
Hello, yes, that would be us! We design all of our artwork & products in our studio in Brunswick East, Melbourne.
Shipping FAQ's
If I order something today when will I recieve it?
We ensure that your order is dispatched within 48 hours of placement (business hours), generally orders will be received between 5-7 business days, however certain destinations may take longer.
Do you ship internationally?
Yes we do, please be aware that any items shipped internationally may incur additional fees and duties levied by customs on arrival.
How much will postage be?
We don't like to complicate things, so it's $10 flat rate to anywhere in Australia & $25 flat rate for all International orders. Also any AUS orders over $100 receive free shipping! (Please be aware that any items shipped internationally may incur additional fees and duties levied by customs on arrival)
How do I access my tracking number and carrier details?
Tracking numbers & carrier information are provided via email once order is dispatched. If you're wanting to track you order go to the 'Order Status' section under your account. You can always ask Jamie in our chat box :)
Can I change my shipping details once I've placed my order?
Once an order has been placed, we're unfortunately unable to make any changes to that information. So pretty please ensure that your shipping details are entered correctly so that we can get your goodies to you.
ORDER FAQ's
I'm having problems with your site. Who do I contact?
If you're having any problems with any actions on our website, feel free to click open the chat bar at the bottom right hand corner of the screen and ask Jamie about any queries you may have (she loves to talk). Alternatively, you can email into [email protected].
How do I use my Gift Card/ Discount code?
Simply find the 16 digit code on the email that was sent to you OR the discount code you have seen and enter into the 'Gift card Or Discount code' bar at the checkout and click Enter. The discount/ gift card will then be applied to your order and the order can be finished as usual.
What forms of payment do you accept?
We accept payment through Visa or Mastercard Credit Card or Paypal, these options will be shown to you at the checkout.
What happens if something I want to order is out of stock?
Unfortunately all of our products are limited edition and we don't re-stock products once they've sold out. However, if you're absolutely in love with a sold out product email [email protected] and we can investigate further into trying to find it for you.
What currency are Art Club prices displayed in?
All of our product prices are displayed in AUD.
Can I cancel my order?
To get your order out to you as quickly as possible, once an order is received it is sent directly to our warehouse for processing and we are unable to cancel the order. However, it's good to keep in mind that our returns & exchange policy is flexible, so we may be able to make changes after your order has been received. Please see our Terms & Conditions.
Can I add another item / delete an item once my order once it's been placed?
Sadly once again, when an order is received it is sent directly to our warehouse for processing and we are unable to amend order details. However it's good to remember that our returns policy is friendly and flexible, and that most changes can be made after the order is received.
Where's my order confirmation?
We will send you an order confirmation as soon as your payment has been confirmed. It will be sent to the email address you provided when placing your order. If you have NOT received a confirmation, please check your JUNK folder and ensure that [email protected] is added to your safe sender list. If you are not able to locate it, please contact us at [email protected]
Returns FAQ's
My item is faulty. What do I do?
If your item is faulty, please email images of your faulty item along with your receipt to [email protected] and we will organise a replacement for you :)
What's the deal on refunds or exchanges?
This one's a bit of a big answer, so for more info please go to our Terms & Conditions page :)
Terms & Conditions FAQ's
This website is owned and operated by Art Club Concept. Throughout this site, use of the terms ‘we’, ‘us’ & ‘our’ refer to Art Club Concept. All purchases made on this website are subject to the following terms and conditions. Please read them carefully prior to placing an order as, in purchasing, you indicate your understanding and agreement.
Copyright terms
All content on the artclubconcept.com website is owned and controlled by ART CLUB CONCEPT. This is inclusive of all rights and copyright.
Except for the purpose of intended use or as explicitly authorized by Art Club Concept, no elements of this site may be reproduced, duplicated or exploited for commercial purposes.
Imagery may be shared on social media platforms provided that Art Club Concept is credited and is not displayed in a manner contradictory to our philosophy.
Availability terms
Very rarely, items listed as in stock may for unseen reasons be unavailable. We apologise if this situation arises.
If this does occur, we will contact you within 24 hours (Business days) of order to discuss options.
You may choose to:
- Choose alternate items
- Place a back order if item is coming back into stock
- Cancel your order and receive a full refund
Payment Security FAQ's
What's Art Club Concept's payment policy?
Art Club Concept reserves the right to change pricing at our discretion and without notice. Any orders made before a price change will not be affected. We accept all major credit cards (Excluding Amex) Orders will be dispatched once payment has been confirmed. Australian Purchases: All pricing is listed in Australian Dollars (AUD) and includes 10% GST. International Purchases: International orders will not incur GST; therefore this amount will be deducted from your order purchase price at checkout.
Is my payment secure?
Art Club concept does not collect or record any credit card details you may provide when purchasing products from our website. Your credit card details are processed by our Australian Payment Processor EWAY SECURE PAY, which is a recognised and secure company.
Your Privacy FAQ's
What is Art Club Concept's Privacy Policy?
Art Club Concept recognises the importance of protecting the privacy of our client’s personal and financial information and acts in accordance with this recognition. Any personal information that you provide to us including your name, address, telephone number and email address will not be released, sold or rented to any entities or individuals outside of Art Club Concept. Art Club concept does not collect or record any credit card details you may provide when purchasing products from our website. Your credit card details are processed by our Australian Payment Processor EWAY SECURE PAY, which is a recognised and secure company. By subscribing to Art Club Concept, you give us the authority to contact you in future with any promotional emails, exclusive sale offers and new product updates. You are able to opt out of this by clicking unsubscribe.
exchanges policy
What is Art Club Concept's Exchanges Policy?
We want to ensure that you are happy with your purchase(s), so if for any reason an item is not what you expected or you’ve simply changed your mind, it can be returned for exchange if the below terms are met.
- The item is unused and in brand new condition with packaging intact.
- A copy of a valid receipt is included with the return.
- The item is returned within 14 days of the receipt date.
Please note:
- We do not accept returns of SALE item based on change of mind.
- Return SHIPPING COSTS are the responsibility of the customer.
- Until item(s) are received, Art Club Concept cannot take responsibility for them, therefore it is recommended that a trackable/insurable shipping method is used.
- We do not accept returns/exchanges on INTERNATIONAL ORDERS. All orders shipped outside of Australia are final.
- We do not accept returns/exchanges on SALE ITEMS.
How to I make a return or exchange?
1: Check that you can meet the return/exchange conditions listed above.
2: Contact us – [email protected] to obtain a Return Authority Number (RA#)
3: We will send you relevant information including a Return/Exchange Form that you will need to fill in and send back to us.
4: After Return/Exchange form has been finalized we will provide you with a shipping address.
5: Once approved, a credit to the value of returned item(s) will automatically be applied to your Art Club Concept Account. You will receive an email notifying you of this.
6: In order to complete your exchange, you will need to log into your account and place a new order. Your credited amount will be deducted from the total at checkout.
What about faulty items?
All items are thoroughly checked before sending and packaged with care. In the unlikely event that you receive an item that is faulty please contact us at [email protected] and we will organise replacement for you. Please note, faulty items are subject to the same conditions as Returns & Exchanges.
Shipping Information
We pride ourselves on making your online shopping experience as pleasant and simple as possible, so our shipping systems have been designed accordingly. We aim to get your order to you as quickly and efficiently as possible.
What's the go with shipping in Australia?
Flat Rate Shipping: $10
All Orders over $100: Free Shipping
Once payment is confirmed, orders are processed and shipped within 48 hours (Business days).
Via DHL / STAR TRACK / AUS POST
Tracking numbers / carrier information will be provided via email once order is dispatched (Upon request)
Generally orders will be received between 5-7 business days, however certain destinations may take longer.
PLEASE NOTE: ANY ORDERS INCLUDING WALL ART
- Will generally take 7-10 days for delivery due to longer processing time required.
Please ensure that shipping details are entered correctly as once your order is dispatched, we are unable to make any changes to it.
PLEASE NOTE: If you wish to ship to a company address, you will need to do so under FIRST NAME. Please include an ATTN: With your name under LAST NAME
i.e FIRST NAME: Art Club Concept LAST NAME: ATTN: Hayley Foley
Art Club Concept is not responsible for products that are lost or damaged in transit. Once items are shipped they become the property of the purchaser, therefore you will need to liase with relevant shipping company.
We will provide you with relevant information required to assist your claim.
What's the go with International shipping?
Please be aware that any items shipped internationally may incur additional fees and duties levied by customs on arrival. As the recipient of the item(s), you are responsible for payment of these. Your package will not be released from customs until payment is made.
Art Club Concept is unable to advise how much these will be, however information can be sought through local customs and relevant authorities.
NEW ZEALAND: Free Shipping on orders over $150.00
NEW ZEALAND: Standard Shipping: $15.00
INTERNATIONAL: Standard Shipping: $25.00
Once payment has been received, orders are processed and shipped within 48 hours (Business hours).
Via DHL / STAR TRACK / FED EX
Tracking numbers / carrier information will be provided via email once order is dispatched (Upon request)
Generally orders will be received within 10-12 business days, however certain destinations may take longer.
PLEASE NOTE: ANY ORDERS INCLUDING WALL ART
- Will generally take 12-15 days for delivery due to longer processing time required.
Please ensure that shipping details are entered correctly as once your order is dispatched, we are unable to make any changes to it.
PLEASE NOTE: If you wish to ship to a company address, you will need to do so under FIRST NAME. Please include an ATTN: With your name under LAST NAME
i.e FIRST NAME: Art Club Concept LAST NAME: ATTN: Hayley Foley