Shipping policy

Where We Ship

We currently ship within Australia only. This ensures your memorial arrives safely and within a predictable timeframe, allowing us to maintain the highest quality standards for these delicate, handcrafted pieces.

Processing & Shipping Time

Each piece is carefully handmade and packaged with intention. The shipping timeframes listed below refer to delivery after your memorial has been completed and dispatched.

Total Timeline (Order to Delivery)

Wool Felt Portraits: 6.5–8 weeks total

  • Creation: 6–7 weeks
  • Shipping: 1–2 weeks

Wool Felt Sculptures: 8–10 weeks total

  • Creation: 8–9 weeks
  • Shipping: 1–2 weeks

Shipping After Dispatch

Once your piece is completed and ready to ship, standard Australia-wide delivery takes 3–7 business days.

Delivery timeframes are estimates only and may vary depending on your location and carrier operations. While we do our best to ensure timely delivery, we are unable to guarantee exact arrival dates.

Shipping Method & Tracking

How Your Piece is Shipped

Every piece is carefully packaged to ensure it arrives safely:

Wool Felt Portraits:

  • Wrapped in protective materials
  • Shipped in a sturdy protective box
  • Fragile handling labels applied

Wool Felt Sculptures:

  • Packaged in a square box to prevent any pressure or compression
  • Padded on all sides to keep the sculpture stable during transit
  • Fragile handling labels applied

Tracking Information

Once your piece has been shipped, you will receive a confirmation email containing:

  • Tracking number
  • Estimated delivery date
  • Carrier information

You can follow your package's journey online. Please allow some time for tracking updates to appear after dispatch.

Insurance

All shipments are fully insured for their complete value. In the rare event of damage or loss during transit, we will work with you and the carrier to resolve the issue.

Shipping Costs

We offer free shipping across Australia on all orders. No minimum spend required.

Delivery & Receiving Your Piece

What to Expect

Your piece will be delivered to the shipping address you provided at checkout. Depending on your location and the courier service:

  • Signature may be required for high-value packages
  • If you're not home, the courier may leave a card with instructions for redelivery or pickup

Inspect Upon Arrival

Please inspect your package upon arrival. If the outer box appears damaged:

  • Take photos of the damage before opening
  • Carefully open and inspect the piece
  • Contact us immediately if there's any damage

Lost or Delayed Parcels

If Your Parcel is Delayed

If your tracking shows your parcel is delayed beyond the expected delivery window, please contact us at hello@thesofthours.com.au. We will:

  • Contact the shipping carrier on your behalf
  • Investigate the delay
  • Keep you updated on the situation

If Your Parcel is Lost

If a parcel is confirmed as lost during transit, we will:

  • Assess the situation individually
  • Work with the shipping carrier to locate the package
  • File an insurance claim if necessary
  • Determine the most appropriate solution (replacement or refund)

Please note that The Soft Hours is not responsible for delays caused by postal services or other circumstances outside our control. However, we will always do our best to assist and advocate for you.

Address Accuracy

Important: Double-Check Your Address

Please ensure all shipping details are entered correctly at checkout. We are unable to take responsibility for parcels delayed, returned, or lost due to incorrect or incomplete address information.

If you realize you've made an error with your shipping address, please contact us at hello@thesofthours.com.au within 24 hours of placing your order. We will do our best to update the address before shipping, but cannot guarantee changes once the dispatch process has begun.

Shipping Delays & Peak Periods

Potential Delays

Please be aware that shipping times may be affected by:

  • Public holidays
  • Peak shopping periods (Christmas, Mother's Day, etc.)
  • Extreme weather events
  • Carrier operational issues

We will notify you of any significant delays and keep you updated throughout the process.

Unable to Deliver / Return to Sender

If your package is returned to us because:

  • Delivery was attempted but no one was available
  • The address was incorrect or incomplete
  • You did not collect from the post office/depot

We will contact you to arrange redelivery. Reshipping fees may apply for returned packages, depending on the circumstances.

Need Help?

If you have any questions about shipping or your order status, please contact us at hello@thesofthours.com.au. We're always happy to assist and ensure your experience with The Soft Hours is as smooth and caring as possible.