Shipping + Returns
We want your artwork to arrive safely and for you to feel confident when purchasing an original piece of art from us. Please read the following information regarding shipping, delivery, returns and refunds before placing your order.
Free Shipping Australia-Wide
Free standard shipping is provided on all artwork purchases delivered within Australia.
Each artwork is carefully packed and protected for transport, taking into consideration the fragile nature of framed original artwork and glass where applicable.
Once your order has been dispatched, you will receive shipping confirmation and tracking information so you can follow the progress of your delivery.
Please ensure that the delivery address supplied when placing your order is complete and correct. If an artwork is returned to us because an incorrect or incomplete address was provided, additional postage or redelivery costs may apply.
Delivery times may vary depending on your location, the carrier and circumstances outside our reasonable control.
Optional Shipping Insurance
Additional transit insurance may be available for customers who would like extra protection for their artwork while it is being transported.
Shipping insurance is not included in our standard free shipping service and will incur an additional cost.
If you would like your artwork to be sent with additional transit insurance, please email info@katenorma.com before dispatch so that insurance options and costs can be discussed and arranged.
Any additional insurance is provided subject to the terms, conditions, limits and exclusions of the relevant postal, courier or insurance provider.
Purchasing or declining additional transit insurance does not affect any rights you may have under the Australian Consumer Law.
Lost, Delayed or Missing Deliveries
All shipped orders are provided with tracking information.
Occasionally parcels may be delayed due to circumstances outside our control. If your tracking information indicates an unusual delay or you believe your artwork may have been lost, please contact us at info@katenorma.com so that the matter can be investigated with the delivery provider.
Where an artwork has not been delivered within the expected or a reasonable timeframe, we will work with you and the relevant delivery provider to determine an appropriate resolution.
Nothing in this policy excludes or limits any rights or remedies available to you under the Australian Consumer Law.
Artwork Damaged in Transit
Please inspect your artwork as soon as reasonably possible after delivery.
If an artwork arrives damaged, please email info@katenorma.com promptly and provide photographs of:
the artwork and any damage;
the frame and glass, where applicable;
the internal packaging; and
the external shipping packaging and shipping label.
Please retain all original packaging while the matter is being assessed, as the carrier or insurer may require photographs or inspection of the packaging when assessing a claim.
Where additional transit insurance has been purchased, an insurance claim may also be lodged in accordance with the insurer or carrier's applicable terms.
Your rights under the Australian Consumer Law are not affected by whether or not additional shipping insurance was purchased.
21-Day Returns
In addition to your rights under Australian Consumer Law, we offer a 21-day return policy for change-of-mind purchases.
If you decide that your artwork is not suitable for you, you may return it for a full refund of the purchase price provided that:
the artwork is received by us within 21 days of you receiving your order;
the artwork is returned in its original condition;
the artwork, frame and glass have not been damaged, marked, altered or otherwise affected while in your possession; and
the artwork is packaged appropriately and safely for its return journey.
Please email info@katenorma.com before returning an artwork so that return instructions can be provided.
Change-of-Mind Return Shipping
Customers are responsible for arranging and paying the cost of return shipping for change-of-mind returns.
Because original artworks can be fragile and valuable, we strongly recommend using a tracked delivery service and appropriate transit insurance when returning an artwork.
The artwork remains the customer's responsibility while being returned for a change-of-mind return. Please ensure it is securely packaged and retain your postage receipt and tracking information until the return has been completed.
A change-of-mind refund can only be processed once the returned artwork has been received and its condition has been assessed.
If the artwork is returned damaged or is not in its original condition as a result of the customer's handling or inadequate return packaging, we reserve the right to decline the voluntary change-of-mind refund where permitted by law.
Faulty or Damaged Artwork
The 21-day change-of-mind period does not limit your rights under the Australian Consumer Law.
If an artwork is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee, please contact us as soon as reasonably possible at info@katenorma.com.
Depending on the circumstances and the requirements of the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy.
Where a product is confirmed to have a problem covered by the Australian Consumer Law, reasonable return costs may also be reimbursable in accordance with your consumer rights.
Natural Materials
Our artworks are created using natural shells and other coastal materials. Variations in colour, shape, texture, markings and surface condition are inherent characteristics of natural materials.
Small irregularities, natural weathering and individual variations are not defects; they form part of the unique character of each shell and each original artwork.
We make every reasonable effort to photograph and describe artworks accurately. Please be aware that colours may also vary slightly depending on lighting, photography and individual screen settings.
Refunds
Approved change-of-mind refunds will be processed after the returned artwork has been received and inspected.
Refunds will generally be returned using the original payment method wherever possible. The time taken for the funds to appear in your account may vary depending on your bank or payment provider.
Refunds, replacements and other remedies relating to faulty or damaged products will be handled in accordance with the Australian Consumer Law.
Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this Shipping & Returns Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.
Where this policy provides additional rights or benefits — including our 21-day change-of-mind return policy — those rights are provided in addition to your rights under the Australian Consumer Law.
Contact
For all questions regarding shipping, insurance, delivery, returns or refunds, please email:
If you would prefer to discuss your enquiry by phone, you are welcome to request a call in your email and we will arrange a suitable time to contact you.