Who we are
Our website address is: https://quetzy.com.au
Our contact address is: PO Box 207, Euroa Victoria 3666 Australia
Our email contact is: https://quetzy.com.au/contact/
Our ABN is: 297 711 793 47
Shipping, Assembly and Returns
Delivery and Postage
Orders placed on quetzy.com.au include a shipping cost to deliver your order. We currently use Australia Post as the primary carrier. You understand and agree to the Australia Post General Terms and Conditions of service, or related delivery service provider at the time of making your order. Additionally you agree:
- Quetzy will arrange and pay for delivery of ordered items to you and on your behalf using the delivery method set out in your order.
- Your order can only be sent to the address supplied at the time it was paid and created. No address changes are possible.
- We are not responsible for the method, process or timeliness in which the delivery service carrier delivers your order to you.
- Quetzy is not responsible for tracking or tracing a delivery on your behalf once we have lodged your order at the carrier/s depot and it has been scanned for delivery processing.
- Postal delays, parcels lost in transit or special delivery requests are events which are managed by the delivery service provider. Quetzy cannot alter or influence this process once your order has been shipped.
- Quetzy is in no way liable for orders which become lost in transit due to postal service redirects set in place by you. These arrangements are independent processes made between you and your postal service provider.
- Once your order has been packed and a postal order/label created, a tracking I.D. email will be sent to the email address which was entered and supplied to us while creating your order.
- You must ensure that your delivery tracking notification emails can be received from the Australia Post automation system and delivered reliably to your email address. Quetzy has no control over your email setup.
- Quetzy does not assume responsibility for delivery tracking notification email sending from Australia Post. We simply ‘subscribe‘ your email address on your behalf to the Australia Post ‘service‘. For more information please see ‘Tracking Service Terms and Conditions – Schedule 29′.
We are responsible for completing and fullfilling your order up to the point it is lodged safely at the postal depot and a formal lodgement scan has been entered into the delivery carrier system. Each order is sent using your selected order delivery method, with order email tracking enabled. After a scan event is created at the depot for your order we do not assume any responsibility for the delivery or arrival timeliness to you. Following lodgement and subsequent scan, the delivery of your Quetzy order becomes the full and sole responsibility of the contracted carrier.
Route Shipping Protection
We incorporate Route Shipping Protection to you as a paid add-on service for the purpose of securing your order shipment and resolving issues related to order delivery fulfilment. Route is an independent third party service with which we have no commercial affiliation or e-commerce business interest. We simply enable and relay the full cost you pay during checkout directly to Route who provide your shipping protection service.
You must select “Route Shipping Protection” during the checkout process if you want your order protected for shipping loss, damage or theft. If you choose to deselect the Shipping Protection toggle during your check-out process (Basket and Checkout page), you will not be covered for loss, damage, or stolen order items during shipping transit. Accordingly Quetzy is not liable for lost, damaged or stolen items during transit through any third party shipping carrier.
Order shipment claims and issues are handled directly by you through the Route Protection service portal. Claims are provided according to the full Route Terms and Conditions located here. Please take a moment to read and understand the services provided to you when you purchase Route Shipping Protection via our web store. Once you elect to protect your shipments under the Route Policy, you will receive a web link to use in the event you need to file such notices of loss and/or track such shipment claims.
Claim Filing Requirements and Claim Reporting Time Frame(s) relating to Route Shipping Protection can be found in this pdf document.
Click the link to learn more about why we chose Route Shipping Protection not Australia Post Extra Cover.
Shipping & Assembly (for ‘Design Collection’ release orders)
If you order a brooch(es) during one of our themed ‘brooch collection releases’, you understand and agree to the following:
Orders Relating to ‘Pre-Order’ Items
Please allow up to eight (8) weeks for us to make, package and ship your pre-ordered brooch/es. Orders will be completed and posted in the order which they were received. They will be sent via Australia Post using the timed delivery method you purchased at the time of making your order.
We cannot start assembly until we have posted out all ‘assembled’ in-stock orders, this could take up to 10 days before we start making during a themed release. After this time, you will need to allow up to eight (8) weeks for us to make your brooch. Your complete order will then be posted.
If you would like to ensure you receive your ‘in stock‘ items before your pre-order items, please create two separate orders with individual shipping costs selected and paid for.
Orders Relating to ‘Currently Assembled’ Items
During a themed design release things get pretty busy. If we have specified that the release is for ‘currently made up’ brooch items, please allow up to 10 business days for your order to be processed and dispatched. Postage delivery time will be in addition.
We live in an area which is located outside the guaranteed Express Post delivery time schedule. Please allow for this is you choose Express Post delivery for your order.
Shipping & Assembly (for ‘Off Peak, Non-Collection’ orders)
Orders will be posted within four (4) business days from being received. Postage delivery time will be in addition.
We are located in rural Victoria which sadly means that next day delivery from us is unlikely. All parcels are sent via Australia Post and use a system generated tracking I.D. number for delivery verification which is automatically emailed to you when your shipping label order is created by us.
Saturday, Sunday and Australian Public Holidays are not considered business days.
Damages (not related to “Route Shipping Protection”)
If your item arrives faulty and you are certain the fault was not sustained during shipping transit, please contact us so that we can share your sadness and follow this up as soon as possible. We will ask you to provide photos to assist the process. Damages must be reported within five business days of your parcel being marked delivered.
Please ensure all packaging, along with any Quetzy branded labels and items are returned in their original received condition.
Once the item/s have made their way back to us, we will contact you to discuss the preferred replacement option. You may request to have the damaged items either replaced or a refund issued. Refunds will be issued at the discretion of Quetzy.
We want you to feel absolutely thrilled about your new brooch! If you are not completely satisfied with your new Quetzy purchase, please email us to organise a return. Return shipping costs will be the responsibility of the customer. Once item/s are received by Quetzy, the product cost will be refunded through the payment gateway used for the initial transaction.
Ordering and Payment
Payment is made upon completion of your order using either Stripe or Paypal payment gateway. Paypal accepts Visa, Mastercard, American Express and Discover credit cards or Paypal funded balance. Stripe accepts Visa, Mastercard, American Express, Diners Club, JCB and Discover credit card funding methods.
Duplicate Order Refunds
We are happy to refund orders in the event of accidental double ordering, less the payment gateway transactional charge we incur. We apologise for this but unfortunately it is a cost for which we have no control. The payment gateways transactional charge is a non-negotiable reality that all businesses must pay. The order total will be refunded through the payment gateway used to pay for your order.
We ask that you please be mindful and click the ‘pay now’ button once then pause to wait for the payment system to respond and process your purchase. If nothing happens after a minute or two, you may consider trying it again.
Order Gifts and Gift Brooches
It makes us smile when we receive many wonderful emails from customers about their surprise gift brooches included in their order. We’re thrilled it makes many people happy.
When you shop at quetzy.com.au you understand that there is no expectation or guarantee of ever receiving an order gift or gift brooch. The choice to include a gift/brooch is purely a discretionary inclination of Quetzy and we reserve the right to revoke or withdraw without notice.
Each ‘gift’ we provide is intended for the person making/paying for the order. You may choose to re-gift your “gift/brooch/es”, or donate them to another person of your choosing. We do not allow the recipient to on-sell our gift/brooch for profit or financial gain.
Intellectual Property Ownership & Copyright
All information and content on this website such as graphics, vector drawings, logos, text, audio files, designs and downloads are the property of https://quetzy.com.au and it’s business creators. Reproduction, sharing or use of this content without express written permission, other than for personal use is prohibited and protected as governed by the respective Australian and International copyright laws.
Links to External Websites
From time to time Quetzy may provide web links to our friends, partners and charities we donate our time. We pay careful attention to only providing links to websites who demonstrate ethical and socially conscious practises.
Irrespective of this, we do not have control over, or will be held responsible for the content or privacy practice of linked external sites. Linking to external website will not be considered as an implied endorsement or a guarantee of information safety, and we encourage you to read and understand their privacy statement.
Limitations of Liability
We will not be liable for any loss or damage of any kind suffered by you arising directly or indirectly as a result of your use of this website or any third party site or of the information provided within this website or any third party site. We assume no responsibility for the content other websites link to our site, and such links should not be interpreted as endorsements by Quetzy of such linked sites. We will not be held responsible for any loss or damage which may arise from your use of any linked or third party sites.
Limitations of Service
We do not guarantee or imply that your use of this website will be uninterupted, free of errors or secure. We may employ periodical or routine maintenance which cause “downtime” to your access of this site. At our discresion, we may at any time decide to take the website offline to protect our site data and it’s users, if unlawful or malicious activity is suspected which may cause security issues or compromise the hosts server or infrastructure.
Damages to Your Computer
We make all reasonable effort to ensure this website and shopping system is up to date and free of viruses but cannot guarantee this. We will not be held responsible for malicious or technilogically harmful actions or content which aim to harvest, defame, gather information illegally, or generally cause harm to users and visitors of this site.
Suspension of Site