Cards from the Heart

 
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Our Business Hours are:
Monday - Friday
9:30AM - 5:00PM
 
CLOSED
Saturday, Sunday
&  Public Holidays
 
 
Emails are replied
within 48 business hours.
 
 

FAQ's

 

 sale tag feedback link contact link
 
 
    • Where do i send the photo i want to use on my order?

    • Order Processing

    • How can I pay for my items?

    • Is PayPal safe?

    • What photo should I send?

    • what type of candles do you use?

    • Are there any extra charges for the personalised candles?

    • Will I see a proof of the candle before itís posted?

    • When will I receive the Bonbonnieres?

    • When will I receive the Personalised Candles?

    • I need my candles sooner than 14 days!

    • What is your return policy?

    • What if I received the wrong item(s)?

    • Why should I pre-order the out of stock items?


    Where do i send the photo i want to use on my order? top

    you can email us your photo/s with your order number to 

     

    sales@cardsfromtheheart.com.au

     

    and we will be able to send you a draft for you to preview before we pint your roder

     

     

     

    Order Processing top

    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.

     

    How can I pay for my items? top

     
    Cards from the Heart accepts payments via direct bank deposit, branch deposit,
    PayPal or Australia Post Money order.
     
    • for Credit Cards and PayPal use our safe online store
     
    • Contact us for Bank detials
     
    • Australia Post Money Orders can be made out to:
    F. Hanelt
    PO Box 7033
    Bendale
    QLD 4500
     
     
     
     
     
     

    Is PayPal safe? top

     
    Yes.
    Payments can be made with your PayPal account, or by debit or credit card.
     

    PayPal will do any necessary currency conversions automatically.

    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
     
     
     
     
     

    what type of candles do you use? top

    We source only first-rate candles that meet Australian standards.

    The candles have superior burning because the core burns faster than the coating and therefore the pillar keeps its shape and is less likely to drip (under normal conditions).

    The core and the coating are white.  This gives a better transfer of light and the candle will appear to burn brighter.

     

    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 itís 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 sales@cardsfromtheheart.com.au 

     

     
     
     
     
     
     

    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.

    • If the wrong item has been sent, contact us regarding this matter. claims MUST be made within 7 business days of receipt of order.

     

    •  Non-refundable items: Personalised candles, personalised items, customised items, edible items, and clothing items such as veils or tiaras can not be refunded.

     

    •  In the unlikely case the parcels are damaged, We take no responsibility due to Australia Postís 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).

     

    • If you simply ďchange your mindĒ after the items have been posted/received, the order is subject to a 20% restocking fee. Contact us within 7 days of receiving the items.

    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.
     
     
     
     

    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.
     
     
     
     
     
     

    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.
     
     
     
     
     
     

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