We process and ship orders Monday through Friday, 9.30AM to 5PM EST.
Orders placed outside of these hours will not be processed until the next business day.
We are closed Saturday and Sunday.
If you place your order after 5:00pm on Friday, your order will not be processed until Monday.
If your order has been approved, sent to print, or has shipped, we cannot change or cancel your order.
You do not need a PayPal account!
You can pay using Visa, Master Card and American Express.
What photo should I send? TOP
Clear, Sharp Photos work best.
Use the largest image size that your camera will allow.
If scanning your images, make sure they are a minimum of 300dpi.
The higher the quality, the better the final result.
Plain or no background look best.
Low quality images will result in grainy or blurry final result
It is best to send images un-cropped and in their original state.
We will crop it, remove red eyes, add a border if requested, and/or change them to black and white or sepia upon request only
No extra charges for these services.
we cannot change color settings or remove backgrounds
Please note that some web mail suppliers like gmail, hotmail and google shrink the files before sending them, this may affect the quality of the photo, if possible please avoid sending the photo from these services
Are there any extra charges for the personalised candles? TOP
Prices include - Candle, ribbon, images and/or photo and Personalisation.
Postage is extra.
Will I see a proof of the candle before it’s posted? TOP
Cards from the Heart will email you a digital proof within 48 hours of receiving your order form.
You can then check names, dates, spelling, lay-out.
Giving you a chance to change anything.
Once you are happy with the proof, send me an email approving and I can start to put your candle/s together.
Candles will be posted within 14 days after the approval email.
HOWEVER if we receive all the information you want on the candles, and after a draft has been sent there is no reply with an approval after 7 days , the candles will be made up and sent without the approval. This is to make sure the candles are received before the event date
Payment must be made in full before candles are posted.
When will I receive the Bonbonnieres? TOP
Stated as "In Stock":
Australia:
Please allow 7 working days for delivery
Other counties other than Australia:
Please allow 14 working days for delivery
Parcels shipped via Air Mail
Items stated as "Out of Stock":
These items can still be pre-purchased.
Delivery time is roughly 30 working days within Australia,
45 working days for Counties other than Australia
All Items are carefully packed, to ensure you receive them in the same condition that it left us.
When will I receive the Personalised Candles? TOP
After approval email has been received,
Australia:
Please allow 14 working days for delivery
Other counties other than Australia:
Please allow 21 working days for delivery
Parcels shipped via Air Mail
Candles are carefully packed, to ensure you receive them in the same condition that it left us.
I need my candles sooner than 14 days! TOP
If you need the items within 14 days, you can choose to pay a PRIORITY FEE of $7.
In order to meet your deadlines, this fee covers our time/expense in needing to work overtime to create/complete your order with all the other orders we already have scheduled in the queue. For further enquiries, please email info@cardsfromtheheart.com.au
Is Lay-By available? TOP
Yes.
Our three month lay-by makes it easy to choose and pay for your items. Simply choose everything you need and head for the checkout, just as you would with a normal order.
Check that your shipping and billing addresses are correct, then choose " Open Lay-By Account" as your method of payment and confirm your order. Then email Cards from the Heart at sales@cardsfromtheheart.com.au to confirm that you would like your order to be set up as a lay-by. There is a $50 minimum for lay-by orders (not including shipping).
You will receive an email containing the terms and conditions of your lay-by as described here, and instructions for making payments via PayPal, Direct Debit or Australia Post Money Order.
There is a 20% minimum deposit on Lay-Bys. Your lay-by will become active once the first payment is made.
You will receive a written statement of the lay-by terms, including the purchase price, deposit and balance, future installment dates along with fortnightly emails during the lay-by to remind you to make payments.
Your lay-by will be shipped to you when the final payment is completed.
There is no administrative fee for lay-by at Cards from the Heart. However, you will need to make a payment at least once a month or your lay-by may be cancelled. If your lay-by is cancelled, an administrative fee of 10% of the total order will be deducted, and any remaining payments will be returned to you via PayPal or direct deposit to your bank account
Why would I want to use lay-by? TOP
With weddings, it can be hard to know how many guests to cater for. With our lay-by option you can be sure to only buy as many items as you will need for your confirmed guest numbers.
Sometimes we might have your favorite items in stock, but by the time you wait to find out your final numbers stock could run out! By placing a lay-by you reserve the items you want and guarantee their availability.
Are there any fees for using lay-by? TOP
There is a 20% minimum deposit on Lay-Bys
if Lay-By is canceled, 10% of the total purchased amount will be charged
Why should I pre-order the out of stock items? TOP
Some popular items are sold very fast. If the item that you are interested is temporarily out of stock, we would suggest you place a pre-order.
This will ensure that the quantity will be reserved for you (Some popular items always sell out before the next shipment arrives).
An estimated delivery month is always provided on out of stock items.
To make sure you receive them within time, please make sure that the items will be avilable at least one month before your event, Please mention the event date in the comment / notes box during check out or via email.
What if I received the wrong item(s)? TOP
If you received the wrong item(s), please
contact us regarding your concerns.
We will then provide you with further instruction.
What is your return policy? TOP
We pride ourselves in carrying high quality items and we hope that you will be pleased with your order.
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Non-refundable items: Personalised candles, personalised items, customised items, edible items, and clothing items such as veils or tiaras can not be refunded.
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In the unlikely case the parcels are damaged, We take no responsibility due to Australia Post’s mishandling of parcels. If your parcel has been damaged by Australia post, contact them direct on 13 13 18. Afterwards, Contact us to describe the damages. If possible, please email us a few pictures to show the damage. Save all packaging materials (Australia Post may schedule an inspection).
Postage charges CAN NOT be refunded.
Returned items must be received in their original packaging, unused and in perfect condition.
All Items are carefully packed, to ensure you receive them in the same condition that it left us.
We will not be responsible for any replacements or credit if the damage is not reported to us within 7 days. After this time, all shipment will be considered to be in good condition.
We can not replace items which have been subjected to misuse.
How many samples do you offer? TOP
We offer 3 free samples. Extra samples are charged at $5 each
How to use the listing templates TOP
These templates are for unlimited PERSONAL use only
You will find our templates quick and easy to use
Everything in your template's Html Code in the color RED should be changed by your own information. Most of the time you will be looking for:
Description
Image products
Payment
Shipping
Contact us
Link to your eBay store - using your user name not your store name.
How to start
After you have received your purchased template, save it at least twice in either your works or word program. So this way you a have a "hard" copy and a working/editing copy. You could use the names as followed:
Original Template
My Copy Template
Now you will always have an original copy.
Special Note
Copy the ENTIRE HTML code if you leave anything out the template will not display right.
Moving your template to Ebay
Since there are two ways to start a listing
(Simple or Customize),
be sure to start with the Customize option.
Next.....
Then you will see the two-tabbed editor.
Click the HTML tab to add your code.
Next...
We recommend setting out your listing using MICROSOFT WORD and just filling out the set spaces. Once you are happri with your listing, copy and paste ENTIRE CODE onto eBay’s HTML section on your listing
Once you have switched to the standard tab your description, it changes the entire template code which it will make it extremely difficult to locate what your looking for.
Auction Photos
Your photos must be hosted online, since outside visitors can't see anything in your personal computer. We recommend www.photobucket.com .
www.photobucket.com is free and very reliable!
You will need to be sure that your pictures are no larger then 600 px wide. If you need to edit your picture click on the edit button and select resize from the drop down menu.
BESURE to rename your picture.
To add photos in the HTML Tab (your template)
These photos will be inserted in the html section of your template you will need to know the URL of your photo. If you are using Photobucket you will want to select the HTML code of your image.
Example....It might look something like this
<i mg src="http://i188.photobucket.com/albums /z23/cardsfromtheheartcomau/other%20items/PHOTOS.jpg ">
