Frequently Asked Questions

Delivery typically takes 2–12 business days, depending on your location. Metro areas usually receive orders faster, while regional or remote areas may take slightly longer.

Yes, we offer free shipping on orders over $49 across Australia. Any exceptions will be clearly displayed at checkout.

Orders are usually processed within 1–3 business days before dispatch. During peak periods, processing times may be slightly longer.

Once your order has been shipped, you will receive an email with a tracking number so you can monitor your delivery in real time.

Tracking updates can sometimes take 24–72 hours after dispatch. If there are further delays, please contact our support team.

Yes, we deliver to all locations across Australia, including regional and remote areas.

Express shipping availability depends on the product and location. You will see available shipping options at checkout.

If your order is taking longer than expected, please:

• Check your tracking link
  
• Allow extra time during peak periods
  
• Contact us if the delay exceeds the estimated timeframe

Please contact us immediately. If your order has not yet been dispatched, we can update the address. Once shipped, we may not be able to make changes.

Yes, we can deliver to PO Boxes, depending on the box size.

If you’re not available:

• The courier may leave the parcel in a safe place
  
• Or leave a card for redelivery or collection

Currently, we do not offer scheduled delivery times. Delivery is handled by courier partners.

Please:

• Check around your property or safe place
  
• Ask neighbours or household members
  
• Contact us if you still cannot locate your parcel

At this time, we primarily ship within Australia.

Yes, during peak periods (e.g. Christmas, Black Friday), delivery times may be slightly longer due to high demand.

We work with trusted courier partners to ensure reliable delivery across Australia.

Custom-made curtains typically take 1–3 weeks to be crafted and delivered. This includes production time and shipping.

Each curtain is made to order based on your exact measurements and preferences, which requires additional production time to ensure quality and precision.

Production begins once your order is confirmed and payment is received. Please ensure all measurements are accurate before placing your order.

Yes, once your curtains are shipped, you will receive a tracking number via email to monitor delivery progress.

Yes, custom curtains are often shipped separately from other products, as they are made in specialised production facilities.

Most orders arrive together, but in some cases, multiple panels or items may arrive in separate packages.

Yes, we ship custom-made curtains across all Australian states and regions, including metro and regional areas.

Yes, during busy periods (such as Christmas or major sales events), production and delivery times may be slightly longer due to high demand.

Yes, you will receive a dispatch confirmation email along with tracking details once your curtains are shipped.

Yes, you can customise multiple curtains in one order. Each item will be individually made according to your specifications.

Curtains are carefully folded, protected, and packaged to ensure they arrive in excellent condition.

We offer a 30-day return policy for eligible items. You have 30 days from the date of delivery to request a return.

For change of mind returns, we offer store credit only.

For faulty, damaged, or incorrect items, you may be eligible for a refund, replacement, or repair in accordance with Australian Consumer Law.

Yes, we accept change of mind returns within 30 days, provided the item:

• Is unused
  
• Is in original packaging
  
• Is in resalable condition

Returns are issued as store credit only.

Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect.

No, original shipping costs are non-refundable.

To request a return, please contact our support team with:

• Your order number
  
• Reason for return
  
• Photos (if applicable)

We will guide you through the return process.

Once your return is received and inspected, your store credit is issued within 3–5 business days.

If the item does not meet return conditions, it may be sent back to you at your expense.

Please contact us within 48 hours of delivery and provide photos of the issue. We will assess and arrange a replacement, repair, or refund where applicable.

If you receive an incorrect item, we will arrange a replacement at no extra cost.

In some cases, we may ask for the item to be returned. We will provide instructions if required.

No, custom-made curtains are non-returnable for change of mind, as they are made specifically to your measurements and specifications.

Cancellations are only possible within a short time after placing the order, before production begins.

We recommend double-checking all measurements before ordering. Orders made with incorrect measurements may not be eligible for return or refund.

If your curtains arrive faulty or damaged, please contact us within 48 hours with photos. We will resolve the issue promptly.

Yes, custom products are still covered under ACL. If there is a major fault or defect, you are entitled to a remedy.

Yes, exchanges may be possible depending on stock availability. Otherwise, store credit will be issued.

Store credit validity will be specified when issued. If unsure, please contact our support team.

Yes, store credit can be used across all eligible products on our website.

Yes, items must be returned in original packaging to be eligible.

We recommend using a trackable shipping service, as we cannot be responsible for lost returns.

Sale items may still be eligible for return unless otherwise stated. Please refer to product-specific conditions.

Yes, gift returns may be accepted and issued as store credit.

From the time we receive your item, the process usually takes 3–5 business days.

Yes. All returns must be approved by our team before being sent back. This ensures your return is processed correctly and efficiently.

Returns sent without prior approval may not be accepted or processed, and the item may be returned to you at your expense.

Return approval allows us to:

• Verify eligibility
  
• Provide correct return instructions
  
• Ensure faster processing of your return

No. Please do not return items without contacting us first, as return addresses may differ depending on the product and supplier.

We cannot guarantee processing of returns sent to incorrect addresses. Always wait for return instructions from our team.

We understand that styling a space can be subjective. However, returns based on personal preference, colour mismatch, or suitability for your décor are considered change of mind and are only eligible for store credit, provided the item meets our return conditions.

Many of our paintings are hand-painted or hand-finished, which means each piece is unique.

Slight variations in texture, brush strokes, and colour tones are normal and part of the artwork’s character.

No. Variations are not considered faults or defects. They are a natural result of the handmade process and make each piece one of a kind.

While we aim to replicate designs as closely as possible, exact duplication is not guaranteed for handmade or repainted artwork.

Differences due to lighting, screen settings, or handmade variations are not considered faults.

Returns in these cases fall under change of mind policy.

We recommend reviewing product images carefully and contacting our support team if you need additional details or clarification before placing your order.

Colours may vary slightly depending on:

• Screen settings
  
• Lighting conditions
  
• Display devices

This is standard for online purchases and not considered a defect.

Simply browse our collections, add your chosen items to cart, and proceed to checkout. Follow the prompts to enter your details and complete your purchase securely.

Yes, once your order is placed, you will receive an order confirmation email with your purchase details.

Please check your spam or junk folder. If you still can’t find it, contact our support team and we’ll resend it.

We may be able to assist if your order has not yet been processed. Please contact us as soon as possible after placing your order.

Orders can only be cancelled within a short time after purchase. Once processing or shipping begins, cancellation may not be possible.

Yes, you can add multiple items to your cart and complete them in a single checkout.

Orders may be cancelled due to:

• Payment issues
  
• Stock availability
  
• Security or fraud checks

If this happens, we will notify you and issue a refund where applicable.

For bulk or special orders, please contact our team to discuss availability and pricing.

We accept:

• Credit & Debit Cards (Visa, Mastercard, AMEX etc.)
  
• PayPal
  
• Afterpay
  
• ZIP
  
• Other secure payment options available at checkout

Yes, our website uses secure encryption and trusted payment gateways to protect your personal and payment information.

Your payment is processed at the time of purchase when your order is confirmed.

Currently, we accept one payment method per order unless otherwise specified.

Yes, we offer Afterpay, allowing you to split your purchase into interest-free installments.

Yes, ZIP is available, giving you flexible payment options such as pay later or installments.

These services allow you to:

• Pay in installments
  
• Receive your order immediately
  
• Make scheduled payments over time

You will need to sign up and be approved by the provider.

There are no fees if payments are made on time. Late payments may incur fees charged by the provider.

This is determined by the provider and may depend on:

• Account history
  
• Payment capacity
  
• Internal approval criteria

Please contact Afterpay or ZIP directly for more information.

Payments may be declined due to:

• Incorrect card details
  
• Insufficient funds
  
• Bank security restrictions
  
• Fraud prevention checks

We recommend checking with your bank if the issue persists.

Yes, for your protection, orders may go through security verification checks to prevent fraudulent transactions.

We may contact you to verify your details. This helps ensure your payment and account are secure and protected.

Yes, we use secure, encrypted payment systems to ensure your information is protected at all times.

Yes, Fansee gift cards can be used at checkout for eligible purchases.

Yes, you can use a gift card and pay any remaining balance using another payment method.

Yes, store credit can be used across all eligible products on our website.

Yes, all prices displayed on our website include applicable taxes unless stated otherwise.

Yes, your order confirmation email serves as your receipt. You can contact us if you need a formal invoice.

Yes, discount codes can be applied at checkout if valid. Only one code may be used per order unless stated otherwise.

Please contact us immediately with your order details. We will investigate and resolve the issue promptly.