CUSTOMER CARE

 

PRICING

I can't find prices on your website

We are a wholesaler and currently do not sell direct to customers. If you are a retailer and would like to receive a price list, please submit an enquiry here

 

 

ORDERING & PAYMENT

How can I place an order?

All transactions are processed externally via Pal Pal or Direct Deposit.  

Do I have to pay sales tax?

As Piece Collectors is based outside of Australia, sales are not subject to a Goods & Services Tax of 10% unless the order exceeds AU$1000. 

Can I cancel my order?

Please choose carefully as we are unable to cancel orders once the commercial invoice has been confirmed.

 

SHIPPING

I'm in the US, can I place an order?

At this time, Piece Collectors is set up to delivery goods to Australian addresses only. If you are interested in having our pieces shipped outside of Australia, we're more than happy to accomodate, simply send us an enquiry here.

How do I know if my order has been shipped?

Once your order has been shipped you will receive a confirmation email containing your tracking information within 24 hours.

How long will it take to receive my order?

This will depend on the shipping carrier you select.  You will be advised once you choose your option.

As a rough guide, DHL advises 5 working days. Regular mail advises 14 working days.

An item is missing from my shipment

We ask that you thoroughly check your purchase order prior to submitting to ensure that all details are correct such as quantity, colour etc.

If we have made the error and not included an item in your parcel we will refund you the full amount of the missing item/s.

My parcel hasn't arrived

Once your parcel has been lodged with the selected shipping provider, Piece Collectors is no longer responsible for your goods, however we will do everything within our power to ensure that the parcel is delivered to you. 

 

PRODUCT SPECIFICATIONS

I received my parcel, but the pieces look different to that pictured on the website.

Due to the nature of handcrafted items and the fact that we do not stock on hand, we cannot guarantee that each piece will be exactly as per our photographs and description. We can guarantee however that we will do our best to clearly describe each item and in the event of any major variance in your order we will notify you prior to shipping.

How do I care for my items?

All of the pieces listed on our website are handmade items which are delicate and should be handled carefully. As all items are handmade, please take care when washing and hand wash only.

 

RETURNS

I received my order and i no longer want the goods

We want you to be completely satisfied with your purchase, so encourage you to choose your pieces carefully. We are always here to assist you with any enquiries regarding items listed on our website. Unfortunately we are unable to accept returns unless a manufacturing fault is present.

I received my order and there is a fault in one of the items.

If you find your pieces have a manufacturing fault piece collectors will gladly offer a full or partial refund of the piece in question in accordance with the following process: The product must have been purchased within two months of notification.

You must notify Piece Collectors by email hello@piececollectors.com with:

  • a photograph of the item with a description of the fault

  • a "proof of purchase" being either the order confirmation or a bank statement.

Provided Piece Collectors is satisfied that an error was made prior to dispatch of the item, a full/partial refund will be provided, subject to our assessment of the fault. We will not require the items to be returned. due to the nature of our business we are unable to provide exchanges or credits. In the case of refunds, please allow 3-5 business days for the refund to be processed.

Please note we cannot offer a refund for the following instances:

  • where the product has sustained damage due to abnormal use

  • where the product has sustained damage due to general wear and tear for change of mind

  • where the product has sustained damaged during transit.

In the event of transit damage you will need to make claims directly with your selected shipping provider.

Please note that wear and tear in the course of normal use is not considered a manufacturing fault.

Visible irregularities are to be considered part of their charm, rather than faults.

All of the pieces listed on our website are handmade items which are delicate and should be handled carefully.

 

GIVING BACK

How does my purchase help the community?

Purchasing goods through Piece Collectors, promotes a healthy economy and generates a steady income within the communities that we align ourselves with.

We try, where possible to source our products from families with low income earners, health issues or in-need of general financial aid.

In San Marcos Lake Laguna, Guatemala approximately 75 % of a low income earners wage is allocated to the purchasing of firewood and corn. That leaves little else for necessities such as fresh fruit and vegetables, health care etc. As a result many families are malnourished, have poor health and lack formal education. UNICEF released a report in December 2014, ranking Guatemala number five in the world’s most malnourished countries.

By buying their products you are helping to preserve age old processes and skills.