Frequently Asked Questions

In this section, we hope to answer your questions. If, after reviewing this section, your question is still not answered, please do not hesitate to contact us with any questions that you may have. We will have a response back to you ASAP during normal working hours.

When will I get my order?
Soon! Most orders will ship the same business day, or the following. On the odd occasion, our stock quantities may be slightly out, and your order may be delayed. We will inform you if this is the case.

Most deliveries are between 3-7 days to most capitals and surrounding areas and for regional areas, we estimate between 5-10 days within Australia.

Please note that this excludes Fridays, weekends, national/state/regional public holidays, and peak periods (we are based in Southeast QLD).

No shipping to PO Boxes, Parcel lockers if FREE shipping is selected as Sendle do not accept these options, however if you choose Australia Post we can ship to PO Boxes and Parcel lockers.

Do you ship C.O.D. (cash on delivery)?
We do not offer cash on delivery option.

How do I check the status of my order?
Great question! On completion of your order, you will be emailed a copy of your order including your order number.

Once we have marked your order as shipped, you will be automatically emailed a tracking number. These occasionally end in spam/junk folders so keep an eye out for it.

If you have misplaced this email or request it in another format you can call our support line or email our support. We will do our best to reply as soon as possible.

How do you handle out of stock items?
While all effort is made to fulfil all orders, sometimes there may be an item that is sold out and unable to be re-ordered, if this occurs, we will mark the item as out of stock and issue a refund to you.

Pricing
All prices are in Australian dollars and are inclusive of GST and are subject to change without prior notice.

At Captured Hearts Australia we aim to keep our prices as low as we can, and pass all savings onto you, our customers.

Sometimes the fluctuating Australian dollar causes pricing adjustments. On occasion you may find an incorrect sale price listed on our website, the correct price will always be the price shown when you add the item to the cart.

Sale items may return to pre-sale prices after the sale has finished. Once again, the correct price will always be the one listed when you add the item to the cart.

Do you ship internationally?
Captured Hearts Australia is an Australian owned company and currently only ship within Australia.

What customer support help do you offer?
Customer support is a priority to us, and our goal is to provide fair and timely customer support for every customer from the initial contact to post purchase support. You can find our contact details on our website.

Do you have a storefront?
Currently, we are only an online retail store. We are hoping to expand and offer Pop-Up stalls at local locations. If you attend any of our retreats, the shop is always stocked with most products available to purchase on the website. We are happy to arrange private viewings, so please contact us for assistance.

Since we are an online business, we make every attempt to make your experience at our online store as comprehensive and satisfying as possible.

Do you have a catalogue?
Unfortunately, we do not have a catalogue. Since our inventory constantly changes it would be impossible to keep a printed catalogue up to date. We like to think of our online shop as a virtual catalogue. Majority of our products are displayed with a picture, price, and description; should you require more information on a product feel free to contact our Customer Service.

Do you sell wholesale?
Captured Hearts Australia is a retailer and does not offer wholesale pricing. We do offer discounts on some bulk purchases. Contact Customer Support to see if this option is available for your purchase.

Is Captured Hearts Australia a secure website?
To protect your security, we use an SSL certificate to secure our website. This means that all information sent to our website is encrypted and protected against disclosure to third parties.

All data is only accessible to our employees. Our employees are bound by strict confidentiality agreements and a breach of this agreement would result in the employee’s termination.

While we take all reasonable precautions to ensure that user data is secure and that users are protected, there always remains the risk of harm. The Internet can be insecure at times and therefore, we are unable to guarantee the security of user data beyond what is reasonably practical.

We want you to feel confident when ordering from Captured Hearts Australia and we are doing everything we can to continue to operate a secure website. If you have any other questions concerning website security, please feel free to e-mail us at Customer Service.

Payment types and terms
We offer several types of payment method including bank deposit, secure credit card payments, Afterpay (over $100), Zip, Apple Pay and Google Pay, or you can choose to place your order and call us with your card details.

When you place an order, your credit card is charged at the time of purchase. All credit card transactions are processed securely by Square, and no card details are stored on the internet. We take transaction security very seriously.

Where are you located?
We are in located in Queensland, Australia.

Will I have to pay GST on my order?
All prices shown on this website include Goods and Services Tax (GST).