FAQ's

When will my order ship?

Orders are usually sent out within a week of them being received.  Please check the announcement at the top of the home page for current shipping times.

Please note that "shipping time" indicates the time from when your order is received to when it is in the hands of Australia Post.

 

How long will it take for my order to arrive once it is shipped?

Postage times will depend on a number of different factors, such as whether it is Domestic Post (within Australia), or international (anywhere other than Australia).

Please remember that postage times provided on the Australia Post website are only a rough estimate.  They may get to you quicker, or take longer.

As a general guide (based on experience) - for domestic deliveries please allow 1-2 weeks and for international deliveries, up to 4 weeks.

For domestic orders, a shipping option with tracking (either Registered or Express) is highly recommended, or at the very least, Priority Post, to ensure the quick and safe delivery of your orders.

Unfortunately, a tracked option for International orders is currently unavailable.

 

I have a problem with my order.  What is the best way to contact you?

The best way to contact me about orders is through the "Contact Us" page where there is a contact form.  For general discussions about planning and anything to do with Mellie Mack's, feel free to check out the Mellie Macks Facebook Page as well as the VIP Sticker Group, linked at the bottom of this page.  Please only contact me through the official channels and not through my personal social media, as these will be deleted.

If there is a defect on a regular-priced item, please be willing to provide pictures of said defects.  If I do not know a problem exists, I cannot fix it!  This does not include things such as "whoopsie" packs and grab bags.

 

I need to cancel my order.  Is this possible?

This is only possible if your order has not yet been shipped.  This is why you should please double check your cart before you make your purchase.

 

There's a fault on one of my products.  Can I get an exchange or refund?

Whilst the greatest of care is taken to ensure you receive the best quality items, sometimes mistakes may happen, such as kiss-cuts not being perfect, which may affect their usability.  If you feel this is the case, please take the following steps:

*  Take photos of the fault/s.  This helps to pinpoint the fault to prevent it happening to other orders.

*  Email pictures of faults to melliemacks@outlook.com along with your order number and your name as it appears on your customer account.

When this information is received we can discuss the solution best suited to you.  Refunds or exchange of products will not be given for change of mind.  If you feel the items have not been described sufficiently, please read the product descriptions thoroughly and ask questions before purchasing.  I normally answer questions fairly quickly in the VIP group and the Facebook page.

 

I would love to get a custom design done, or an alteration to an existing design.  Is this possible?

This may vary depending on how busy the store is.  Designs made from scratch take a lot of time to design and put together, but slight alterations are much easier to do.

Whilst I do not often take custom design requests, I do welcome suggestions for future new releases for the shop.  Feel free to visit either the Facebook page or VIP group and leave your suggestions there!