Shipping & Returns
📦 Shipping & Returns
We want your order to arrive safely, quickly, and exactly how you imagined it 🤍 Here’s everything you need to know:
Processing Time
All orders are processed within 1–4 business days.
During busy periods (sales, holidays, product launches), processing may take slightly longer. If there are any delays, we’ll always keep you in the loop.
Shipping Times (Australia)
Once your order has been dispatched:
- Standard Shipping: 3–7 business days
- Express Shipping (AusPost): 1–3 business days
Shipping Costs
- Standard Shipping: $7.95 flat rate
- Express Shipping: $12.95 flat rate
Free Local Pickup
Available in Ringwood, Victoria
Select Local Pickup at checkout
Estimated ready time: 2–4 business days
Shipping Protection
We highly recommend adding Shipping Protection at checkout for extra peace of mind.
With Shipping Protection, your order is covered if it is:
- Lost in transit
- Damaged during delivery
- Stolen after delivery
✨ Bonus: Orders with Shipping Protection are also eligible for free returns, meaning return shipping costs and restocking fees are completely waived.
Without Shipping Protection, we’re unable to cover lost or untracked parcels.
Tracking Your Order
Once your order has shipped, you’ll receive a tracking number via email so you can follow its journey 📦
Please note that shipping times may occasionally be affected by external factors such as postal delays, weather, or high demand.
🤍 Returns & Refunds
We want you to absolutely love your order.
Change of Mind Returns (Non-Custom Products)
If you’ve ordered the wrong item or changed your mind, you can return your item(s) within 14 days of delivery for a store credit, refund, or exchange.
To be eligible:
- Items must be unused, in original packaging, and in resellable condition
Please note:
- Return shipping costs are the responsibility of the customer
- Original shipping costs are non-refundable
- A small handling/restocking fee may apply
✨ If you added Shipping Protection:
Your return is completely free (no return shipping or restocking fees).
Custom Pet Portraits & Personalised Items
Each portrait is hand-painted with so much love, so we’re unable to accept change-of-mind returns once your artwork has been started.
If your order hasn’t been started yet and you need to make a change, please reach out as soon as possible.
If your custom item arrives damaged or there is an issue, we will absolutely make it right.
Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us within 7 days of delivery.
We’ll organise a replacement or full refund at no cost to you.
How to Start a Return
- Email us at hello.annalisepaints@gmail.com with your order details
- We’ll send you simple return instructions
- Once received, we’ll process your refund, exchange, or store credit
💌 Need Help?
If you have any questions at all, we’re always here to help.
📧 hello.annalisepaints@gmail.com
✨ Why Shop With Us?
- Customer-first experience – we genuinely care that you love your order
- Quick, reliable shipping with tracking
- Handmade with love in Melbourne
Your support means the absolute world and allows me to keep creating pieces that celebrate your pets 🤍