Is There A Problem?

Don’t Worry, We Are Here To Help

“Solving problems means listening”

RICHARD BRANSON

Do You Take Returns?

Yes, we have a 30 day no questions asked returns policy.

We do not refund any shipping costs, and the goods must be returned to us in their original condition and packaging.

Did you know that Paypal can refund your return shipping costs? Check out Paypal’s website for more details.

Change Of Mind Returns

If an item isn’t perfect for you IT COULD BE A PERFECT GIFT FOR SOMEONE YOU KNOW.

If you change your mind, or decide that your purchase doesn’t suit, you are more than welcome to return it, but conditions do apply.

 The returned product needs to arrive back to us in its box, and in the condition that it was sent to you, so please ensure that you pack it well.

We cannot take responsibility for breakages due to poorly packed items. (Don’t put a breakable item into a postbag without any packaging. Yes, someone actually did that surprised )

We will happily refund the cost of your purchased item, but we do not refund the original shipping costs to you, or your shipping costs to return the item.

That dreaded postage! I know, I hate it too!

Did you know that Paypal can refund your return shipping costs? Check out Paypal’s website for more details.

Faulty Product

All of our items are carefully inspected before we personally hand pack them because we are very serious about quality control.

NO DROP SHIPPING HERE!

In the unlikely event that you receive an item that you believe to be faulty please contact us immediately.

If there is a problem it helps us to know about it, and it helps you to have it sorted out. And besides, it is your right under Australian Consumer Law so don’t be shy.

Send an email and photo of the faulty item to hello@handprintalliance.com
and we will jump to it and have any issues resolved as our top priority.

My Item Arrived Broken

Don’t be concerned about breakages. We very carefully prepare your purchase for its journey to you. Our beautiful items travel from all around the world to arrive here at Handprint Alliance and despite their very long and bumpy journey they arrive in perfect condition.

We know how to pack them to keep them safe

If you unpack your item and it is broken inside the packaging PLEASE TAKE A PHOTO IMMEDIATELY WHILE IT IS STILL PACKED and send to hello@handprintalliance.com

For us, it would be enormously helpful to see what had gone wrong so that we can adjust our packaging protocols.

For you, a picture paints a thousand words, so it would be instantly clear and evident to us that our packing protocols failed you, and we can immediately and happily ship you a replacement item.

So far we have had only one packaging failure, a Chulucanas Horse. We were not notified until almost two weeks after delivery and all packaging had been disposed of, so it was very difficult to ascertain what had gone wrong, and how the item was broken.

We do not expect that you will receive a broken item, but just in case, understand that we now ask you to take a photo.

Thank you!

It Doesn't Look Like The Picture

Handmade items are never going to be identical, we all know that. BUT WE DO NOT select the “best” product and use that for our photography.
(Yes, it does go on and I have been on the bad end of that shopping experience. So sneaky!)

To avoid any possible customer disappointment we:
1. Thoroughly check as we hand pack. If the “variation” is unreasonable we donate it to a worthy cause.
(Or sometimes friends and family still think is loveable enough for them!)
2. Include multiple items in our photograpy so that you can see the type of variation to expect.

So when you purchase an item please have full confidence that it will look the same or very similar to what you see online.  All we ask is that you are prepared for the fact that each item will be unique.

We love unique, it makes each item special and reminds us of the clever hands that made it. If you like everything to be factory cloned it might take time for you to transition, but I assure you, a lovingly made item with its own personality and story brings more pleasure than rubber stamped perfection.

Delivery, Shipping and Tracking

Once your order is received we will pack and ship it out to you without delay. You will be notified as soon as it is on its way, and receive your tracking information at the same time. Items that are not couried will be sent via Australia Post.

Free Shipping – We offer free shipping on orders over $150

Same Day Delivery – We will always opt for same day courier delivery if this is possible. No promises, but we do our best.

Payment Methods

We offer payment through PayPal and Stripe.

Don’t worry if you don’t have an account, they allow you to check out as a guest using your credit card.

Your Information We Collect

We are committed to protecting your privacy as a customer and an online visitor to our website. We use the information we collect about you to maximise the services that we provide to you. We respect the privacy and confidentiality of the information provided by you and adhere to the Australian Privacy Principles

We do not and will not sell or deal in Personal Data or any customer information.

You can read our full Privacy Policy for more information.

Why We Ask For Your Mobile

We have a “Mobile Phone” field in our subcription forms because occasionally we will text you something fun or interesting that we come across, something to give you a laugh or brighten your day. Hey, who doesn’t love a good meme in the morning!

We are not intrusive, and just like our email lists, you are protected by the Spam Act 2003.  The field is optional so that you can decide for yourself if you want to be on our SMS list. You can also remove yourself from the list by following the STOP instructions on the SMS message.

You can add or remove you mobile number in My Account/Addresses/Edit but this will not add or remove you from the SMS messaging list. The phone number stored in your My Account is in case we need to contact you urgently about your delivery.

Why We Ask For Your Birthday

Hmmm…now why would we do that? Well to tell you happy birthday of course! And you never know, sometimes we even send you a gift!

The birth date year also allows us to identify and understand the demographic of our customer base. Knowing our audience helps us to choose which artisans and products will suit our customers, and gives us the intel to buy in the things you will love.

So don’t be coy, fill out the birth date field and let us know who you are!

Forgotten Your Password?

It’s all good, we have you covered. We will send you an email to reset your password. Just click the link below:

I FORGOT MY PASSWORD

Can You Explain Fair Trade?

Fair Trade is a system of trade that puts people and the planet before profits. Sounds logical right? The worldwide Fair Trade movement is gaining traction and as more people come on board the old system of the “rich get richer” is hopefully seeing its dying days.

Our What Is Fair Trade page has some very good videos that give lots of good information in a just a few minutes. Head over and check it out. Especially look out for the UN’s “First Generation To End Poverty” video, its a bit of fun for everyone with so many movie references.

Want To Compliment The Artisan?

Send your compliments to the chef! The artisans are very proud of their work and love to hear from you.

Yes, your message will go to the actual artisan. Make their day and let them know that their work has gone from their hands to find a home with you.

It’s such a joy of e-commerce that the distance between an artisan in a small village and a consumer at home is only a few clicks on a keyboard. We will forward on to you any response we get.

Email the artisan at
artisans@handprintalliance.com

Reviews

In e-commerce reviews are gold, so yes, we would love you to give us a review. It helps spread the love, and that’s what we are here for. Many hands make light work, so if you have enjoyed your experience with us it would be wonderful if you could take a few moments to let the world know. We would really appreciate it and so will the artisans. You never know, your words may just encourage someone to get on board and buy an artisan’s beautiful products, and you know how important it is for them to receive orders.

Our hearts are in the right place, and we strive for 100% customer satisfaction. If you have been disappointed by something please give us an opportunity to rectify your situation before you go all “keyboard warrior” on us. Angry words in the heat of the moment can have consequences long after you cool down. So, if you are a hot head, (or just really passionate wink), please take a breath, think of our lovely artisans, and email us directly at hello@handprintalliance.com It is unlikely you will still be unhappy after we have presented you with a solution because we aim to please.

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Want To Give Us Feedback?

Got some good ideas you want to share? Think we can make some improvements? Found a broken link? Email us at hello@handprintalliance.com 
and let us know your thoughts.

Got a complaint?
Our hearts are in the right place, and we strive for 100% customer satisfaction. If you have been disappointed by something please give us an opportunity to rectify your situation before you go all “keyboard warrior” on us. Angry words in the heat of the moment can have consequences long after you cool down. So, if you are a hot head, (or just really passionate wink ), please take a breath, think of our lovely artisans, and email us directly at hello@handprintalliance.com  We will do our best to sort out a solution for you.

Our Mailing Lists

We do not bombard you with pop-ups all over the screen that are trying to harvest email addresses while you browse and enjoy our website.

What is with that? It’s so annoying! Our mailing lists are competely voluntary and non-invasive. We also make it easy for you to unsubscribe at the bottom of all emails.

We collect your details when you sign up for your Handprint Alliance account so you will have the opportunity to use the checkbox to opt into our combined Flash Sale and Heads Up mailing list at account creation.

Flash Sale – We randomly run a 24 hour sale on individual items. If you want to be notified when we are running a Flash Sale you can subscribe to the “Flash Sale” list at the bottom of any of our webpages. This is the only way to receive a heads up.

Heads Up – Occasionally we will email info about new product arrivals, offers, a featured product, or something we think you might want a “heads up” on. Nothing boring, only things you might want to know about. You will automatically receive these emails if you are subscribed to the “Flash Sale” list.

Blog – The blog is on its way. We will be writing some articles about the suppliers, the artisans, fair trade, and especially interesting will be stories of the founders of the organisations that we deal with. There are some very inspiring stories to be told about these amazing people. If you want to be notified when we have a new article to read subscribe to our Blog in the sidebar of our blog page.

SMS – We have an optional “Mobile Phone” field on our checkout form. If we have your mobile phone number we will occasionally text you something fun or interesting that we come across, something to give you a laugh or brighten your day. You can never get enough of funny memes!

We are not intrusive, and as with email lists, you are protected by the Spam Act 2003.  The “Mobile Phone” field is optional so that you can decide for yourself if you want to be on our SMS list. You can also remove yourself from the list by following the STOP instructions on the SMS message.

You have the right to not be bombarded with annoying unrequested junk mail delivered to your Inbox, and we definitely adhere to those regulations. If at any time you feel that we have not abided by our promise not to be a nuisance please let us know.

Gift Wrapping

Giving a fair trade gift gives on so many levels. When its the thought that counts, it shows just how thoughtful you are. Your loved one receives, the artisan receives, and the planet benefits. No more boring plastic landfill disguised as gifts people…its time for a change!

We offer gift wrapping and also a range of gift tags with your own personalised message. You just need to select gift wrapping and/or gift tag then add as items to your cart.

During checkout you will see a “Notes” field. This is where you can type a personal message that you want to be included on your gift tag.

So easy, so convenient!

We can post your gift directly to your recipient if it is an Australian address.

Our Blog

Our blog is coming soon. We want to use the space to entertain, inform and inspire. There are so many fair trade stories to tell. Artisans have the most wonderful success stories to share, the founders of the organisations we deal with are truly inspiring, and the fair trade movement in general is such a wonderful thing. If you want to hear from us when we have our blog up and running you can sign up to the Blog email list here.

Retail Therapy With Heart