FAQ

1. General questions

What is the status of my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

Can I change my order?

Yes! If you have a change you would like made, such as the background colour ect and your order has not been labelled as shipped, then you can email us at theportraitcollectiveau@gmail.com and Genevieve can assist you with any changes you would like made. 

Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.

Where do you ship?

We currently ship in Australia but can provide digital emailed illustrations to all Countries.

How long does it take to ship my order?

Once you've placed your order, it usually takes up to 10 days to process it for delivery.

Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:

- Australia: 2-3 days

2. Payment

What payment methods do you accept?

You can purchase on our website using a debit or credit card.

We additionally offer support for Paypal, Afterpay, Amazon Pay, Apple Pay, and Google Pay.

You can chose these payment methods at checkout.

Which currency will I be charged in?

We currently only support the following currencies for charging our customers in their local currencies: AUD

Do you offer 3 or 4 times payment option?

We accept 4 times payment thank to our partner Afterpay

You will be able to chose that payment option on checkout.

3. Shipping

Do you offer Express Shipping?

We offer Express Shipping at the cost of $10. 

You can select express shipping after having entered your delivery location.

How can I track my package?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

 

4. Returns

Do you accept returns?

We do not accept returns or exchanges.

Is there a warranty?

Each item is packed securely and quality controlled by Genevieve before shipment. We guarantee any of our products made by us and sold through our online store to be free of defect. We can process a refund request if a product is defective or was broken during postage, granted they respect the following conditions:

- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The refund request is made within 28 days of delivery

If you have a refund request resulting from a defective/broken item during transit please reach out to our support through our email at theportraitcollectiveau@gmail.com for more information on how to proceed.