Frequently Asked Questions

HOW DO I PLACE AN ORDER?
Hello Polly is an online retailer and therefore most items you see online are available to order immediately. Simply view the item you wish to purchase, ‘add to basket’ and follow the instructions shown online to complete your order. Please note that in order to purchase from us, you will need to pay by either credit/debit card.


SHIPPING PRICES AND OPTIONS
We have made our shipping prices simple and easy to understand, meaning you have more time to browse our site instead of worrying about shipping prices. For more in depth information about our shipping rates, please head over to the shipping information page.

Unless chosen, all orders will be shipped Standard Australian Post or Standard Air Mail if International. If you wish to apply tracking or a more reliable option, please choose either Post Express (for domestic orders) or Express Post International (for all overseas orders).

PRICING


ALL ORDERS UNDER $20
Standard Post $5
Express Post $7
International Air Mail $5
International Air Mail $7

ALL ORDERS UNDER $100 (but over $20)
Standard Post $10
Express Post $16
International Air Mail $10
International Air Mail $16

ALL ORDERS OVER $100
Standard Post $0
Express Post $6
International Air Mail $10
International Air Mail $16


HOW DO YOU PACK YOUR GOODS FOR SHIPPING TO AVOID DAMAGE?
We pack all goods with the utmost care and attention and pride ourselves on being particularly cautious when it comes to packaging all goods for dispatch. Most prints are wrapped in tissue and either sent in protective sleeves and cardboard envelopes, or in sturdy cardboard tubes.
We value all the hard work our artists and designers have spent creating their work and therefore are extremely respectful of how we handle all goods. We also aim to recycle where possible and often recycle cardboard, bubble wrap and other packaging materials.


DO YOU COMBINE ITEMS TOGETHER WHEN SHIPPING?
Most orders with multiple items are shipped together. Occasionally we may split an order when shipping. This is usually to keep all items looking their best upon arrival.


WHEN CAN I EXPECT MY ORDER TO ARRIVE?
DOMESTIC SHIPMENTS - We normally ship all orders within 3 working days of receipt of your order. We generally get most items out the same or next day and will email you a confirmation to say that your order have been processed and shipped. Estimated delivery time within Australia is 1 to 5 days (depending on the type of shipping you choose and its destination).

INTERNATIONAL SHIPPING - Our international shipments follow the same process as Domestic Shipment. We aim to get our all orders as soon as possible. We usually allow up 7-14 days for delivery to most overseas destinations.


SHIPPING DAMAGE
We take care to pack all products so that they won’t be damaged and almost take it personally when something goes wrong (we usually go a little ‘overboard’ on the bubble wrap). In the unfortunate event that a parcel arrives damaged, if it’s possible, we will replace your purchase. In order to access the damage, we will require notification from you within 7 days from receipt of receiving the goods, as well as a digital image of the damage. Again, we access all damage on a case-by-case basis, so the sooner you get in touch with us the easier it will be for us to help you.


LOST IN THE MAIL
Whilst every care is taken when sending items, occasionally post does go missing.  It most cases, this is usually a case of ‘delayed post’ rather than missing parcels as most post eventually turns up.  If you are concerned, please do not hesitate to contact us at info@hellopolly.com.au.


WHY IS THE POSTAGE PAID ON MY PARCEL LESS THAN THE AMOUNT I WAS CHARGED?
Our charges are for both postage and packaging and therefore include the cost of packaging materials. Our system also charges postage on the monetary value of an order, rather than the weight.


ARE YOU GOING TO SHARE MY PERSONAL INFORMATION?
No never. Privacy is something we feel very strongly about and the security of your account is very important to us. We will never share your personal information.


HOW SECURE IS MY ORDER?
Hello Polly takes online security very seriously. We manually check every order that comes through our secure ANZ egate system and do everything possible to check for card fraud. All reasonable endeavours have been made to ensure that all transaction information is encrypted.


AN ITEM SAYS ‘OUT OF STOCK’, HOW CAN I TELL WHEN IT WILL BE BACK IN STOCK?
We do our best to keep all items in stock and ready to be purchased. However due to the nature of the limited and often handmade items, sometimes our stock levels run low. If an item is ‘out of stock’ rest assured, it will have already been ordered and most likely will be in stock within days, however, if you would like a more accurate date, feel free to contact us and we will advise you when a particular item arrives back in stock.


THE COLOUR VARIED SLIGHTLY TO WHAT I SAW ON SCREEN?
We have done our best to provide you with accurate portrayal of all goods. Due to monitor settings and variances with these, colours may vary slightly from what you see on screen. Every care is taken to ensure descriptions and measurements are accurate. Size measurements are also approximate.


HOW CAN I SIGN UP FOR YOUR NEWSLETTER?
The easiest way to keep up to date with Hello Polly news is to sign up to our newsletter by filling out the online form on the left hand column of our website. Alternatively, you can email us with your details and we will add you to the list.


CAN I CONTACT YOU VIA PHONE?
We prefer you to contact us via e-mail as this enables us to respond to any query you may have quickly and efficiently. Please refer to the contact section of our website.


DO YOU WHOLESALE?  
Currently we are the retailer and sell directly to the customer only. However, we are due to realease our own homebrand 'Hello Polly' products shortly. These will be available for wholesale customers. If you would like notified when our wholesale brand is up and running, please do not hesitate to contact us via email.


WHAT IF I DON’T LIKE MY PURCHASE ONCE I SEE IT IN PERSON?
We try where possible, to display all images as true likeness online to avoid such an issue, however, we completely understand that sometimes once you see something in the ‘flesh’ you may not be 100% happy with it. Again, please let us know within 10 days of receipt of receiving the goods and we will do everything we can to help rectify this. We generally issue a store credit once the item has been returned to us in the condition it was received. Return postage is your responsibility and we will not be responsible for missing or damaged returned items, and therefore strongly suggest you pack all items carefully and track all items when posting.


DO YOU FRAME PRINTS?
Currently, we do not sell framed prints, however we are looking into this, so please check back in the future.


WHAT’S AND EDITION?
An edition is a fixed number of impressions of that particular piece of artwork. An open edition is not limited.

PRINTING FLAWS
We appreciate and value the individual artists we deal with and their artistic techniques. Some prints may have certain ‘flaws’ which add to the handmade nature of the work. We are very strict on quality control with all work we sell and will not send out any goods that we deem ‘unintentionally’ flawed.


THE SITE LOOKS A BIT ODD IN PLACES?
If somethings looks a little out of place when viewing the Hello Polly website, it is most likely to do with using old and out of date browsers. We suggest you use an up to date browser such as Firefox, Safari or Explorer 7 (which are all easy to download and free).


DOES MY ORDER INCLUDE TAX?
All prices shown are in Australian Dollars. Note: we are not registered for GST and therefore no, GST will be added to orders. All prices shown per item exclude delivery costs.


WILL I NEED TO PAY IMPORT CHARGES?
Any customs or import duties are levied once the package reaches its destination country. We have no control over additional charges that may occur when a parcel arrives at its International destination.


CAN SOMEONE ELSE SIGN FOR MY DELIVERY?
Sure, anyone can sign for your parcel.


DO YOU DELIVER TO P.O BOX ADDRESSES?
No, we do not delivery to any postal box address.


CAN I CANCEL MY ORDER?
This will depend on the status of our order. If you wish to cancel your order, please contact us as soon as possible.


I NEED TO CHANGE MY DELIVERY ADDRESS?
Again, this will depend on the status of your order. The sooner you contact us regarding a change of delivery address, the sooner we can help.


I SENT AN EMAIL QUERY AND HAVEN’T RECEIVED A REPLY?
We aim to reply to all emails within one working day, however, sometimes our responses are rejected by your server (eg they are viewed as junk, your mailbox if full etc), or we may have never received your email (for the same reasons). If you have not received an email from one of the Hello Polly team, please try again using another email address.

GENERAL
For further information regarding Returns, Shipping Information or Terms and Conditions, please follow the link to these pages. If you have any further questions or queries in connection to our FAQs, please contact us and we will try and resolve any issues you may have.