CONTACT + FAQ'S

Feedback and Questions
I endeavour to reply to everyone, please understand that responses may not be instant. 
Johanna Clark  E: pinknade@outlook.com

FAQ'S

SHIPPING + HANDLING 

All items are sent via Australia Post. At checkout, you will be given the option of choosing either Standard Postage or Express Postage. This price includes the packaging of your Pink Nade products, post box/satchel and tracking.
Pink Nade will not be held responsible for any lost items, once handed over to Australia Post. It is your responsibility to check the tracking information sent. If you have any questions in regards to the tracking of your parcel, please call Australia Post on 13 76 78.

If your parcel is returned to us as it has not been collected from an Australia Post depot/mail centre within the time frame detailed by Australia Post, it is YOUR responsibility as a customer to pay for the parcel to be resent. We are not held responsible for parcels that are not collected.  

If you do not provide your correct address on your Paypal information and a parcel is returned to us, we will have to charge you to resend your item. Please make sure that your postal information is correct to avoid waiting longer periods and paying extra postage. It is the customers responsibility to make sure that the address section is filled out correctly. We will address your parcel AS WE SEE IT WRITTEN. 

Please allow 1-2 working days (excluding weekends and public holidays) for your order to be processed, packed and posted (unless otherwise stated within the product listing). We will not be held responsible for the time it takes Australia Post to deliver your package (2-20 days as per the Australia Post website via the standard service). Once your parcel is posted, it is out of our control. If you choose the Express Postage option, this DOES NOT speed up the processing/handling time. This is purely the service that is offered by Australia Post in regards to the actual postage of your item. Again, keep an eye on the tracking information that is sent via email. This tracking number will allow you to see the delivery of your parcel. By fulfiling an order with Pink Nade you have acknowledge this information and have made a purchase based on the postage information given. 

We post INTERNATIONALLY to a number of countries around the world. Please note that we will only post International parcels without tracking. If you require postage insurance, you will need to email us for further information as additional charges will apply.  Pink Nade will not be held responsible for any lost items, once handed over to Australia Post. Pink Nade will not be held responsible for extra government taxes & charges that may be issued upon arrival into your country. These charges will be additional charges, responsible by the package receiver. We WILL NOT send overseas packages marked as 'gift'. 

Product Care

Items should be kept in a dry cool place in the dust bags provided. When traveling with the item we suggest packing them into a box to avoid the items being knocked. 

Our earrings should be handled with care. The adhesive we use is very strong. However items should be treated as you would treat any other fragile object (like glass). If they are dropped or knocked, or thrown into handbags, the item may be damaged. Hot temperatures (eg. left in cars), moisture, and being left in direct sunlight will also compromise the longevity of the item. 

Return and Repair Policy 

We are happy to repair, replace or exchange items that are damaged as a result of a defect caused during our process of making them. Generally such a defect would be apparent within the first 12 months. 

We are unfortunately unable to exchange items due to change of mind, as we are unable to confirm whether or not they have been worn and to sell them on would be a breech of Australia product safety legislation.

Proof of purchase is required – for this reason we prefer the customers deal directly with the store they purchased the item from. 

Repair Process (purchased in last 12 months):

If the item is broken/damaged due to a defect (rather than mistreatment) and was purchased within the last 12 months, please send us an email with a photo and a brief description.

We will assess whether it can be repaired or whether it requires replacement/refund.

We will repair, replace or refund the item and will send it back to you promptly.  

Repair Process (purchased more than 12 months ago):

If the item is broken/damaged and was purchased more than 12 months ago, please send us an email with a photo and a brief description.

We will assess whether it can be repaired.

If it can be repaired and we have the replacement parts we are happy to repair it for free, but request that the customer covers the cost of return postage ($8). 

We will repair the item and will send it back to you promptly.

 

Custom Orders

At Pink Nade, we love you customising! We are happy to help, please email through as much detail as possible on what you want and hopefully we can make it work!

SOLD OUT items

Relax! Breath! it will be okay! Anytime something online says "sold out" there is a reason this could be due to materials being out or something similar, stock will be updated each week. Everything gets restocked other than sale items. You can always try contacting one of the stockists listed on website or you can always keep up to date on our instagram page @pink_nade or Pink Nade on facebook!

New Stockists/Wholesale

Enquiries welcome however spaces are limited. We are currently not taking any new stockists until 2020.