All items posted will be sent with a Tracking Number, Insurance and Signature on Delivery via Australia Post.
If your order goes missing then Touched by Colour will do everything we can to track your parcel with Australia Post. If your parcel is not found Australia Post will then Investigate and then a Claim process will be initiated. The investigation/claim process is with Australia Post and not Touched by Colour. Once the Claim has been accepted by Australia Post to refund Touched by Colour then Touched by Colour will then offer you either a refund (less handling fees) or the option to resend your parcel. Until the investigation/claim has been finalised Touched by Colour will not send any replacement items.
If your parcel is sent and delivery has been confirmed via the Australian Post Tracking website but you have not received it then it is your responsibility to follow this up with Australia Post and work with them to locate your missing items. If this is the case Touched by Colour is not liable for the replacement of that package.
If your parcel has been sent and your have failed to inform Touched by Colour of an address change and the parcel goes missing again you will need to contact Australia Post of the situation. Touched by Colour is not liable for the replacement of that package. If the missing item is Returned to Sender Touched by Colour will need to wait for the parcel to come back. At this point you have the option of having your item resent to the correct address BUT there will be an additional postage charge. You can also choose to get a refund minus the postage charges.
If your parcel has been sent and gets sent back to Touched by Colour and even if the address is correct Australia Post will charge to have the parcel resent. In this case Touched by Colour is not liable and you it is up to the receiver of the item to contact Australia Post regarding this.
Touched by Colour will not be held liable for missing items as a result of Australia Post. We will however work with you and Australia Post as much as possible to get this resolved as quickly a possible.
All orders will be posted within a 72 hour period after payment has been received - not including weekends.