Store Policies, refunds/replacements & FAQ's

Shipping Policy
 
Standard post is available for $8.95, and Express Post is available for $12.95 within Australia. 
International shipping also available!
Postage prices are calculated based on current Australia Post shipping costs.
FREE standard shipping is available on all Australian orders over $110.
All items are posted with Australia Post and can be tracked with the tracking details you receive in your dispatch email.

 
Delivery times
Standard Australia Post 3-6 business days*
Express Post 1-3 business days*

After the current processing time
*Please expect potential delays over sale periods (this may slightly affect the turnaround time depending on the amount of orders during the sale period) public holidays and during busy periods such as Easter and Christmas.
 

We encourage all new customers to please read this policy page prior to making an order with us, so that you have full understanding of how our small business works.

In order to keep our turnaround time as quick as possible (which means you get your order faster!) design approvals are only sent out if we feel it is necessary, or if it is requested (which we are always more than happy to do).

Processing time for custom orders (excluded clothing) is 7 business days - up to 9 business days during peak times including Christmas and sales.

Refund Policy
 Should you have any queries or experience any issues with your order, please email us at hello@mapleandbelle.com.au
We will endeavour to get back to you within 24 hours, but ask for your patience during busy periods.
Alternatively, you can DM us through our Facebook or Instagram pages.
Refunds will be provided for faulty items only, not change-of-mind, in accordance with Australian Consumer Law. We hope you never have an issue with any of our products, but if you do, please don’t hesitate to contact us. We want you to be as happy with your items as we are!
If an order needs to be cancelled, please email us within 48 hours of placing your order. As our turnaround time is significantly quicker than many other stores who create personalised items, we put a lot of time and effort into getting started on your order as soon as possible. Once your order has been started, it is unable to be cancelled as the process has already begun, and the time has already been put into creating your order.

If there is an issue with your order in the unfortunate case that it has been damaged in transit, you must email us within 24 hours of delivery and provide full image and video evidence. After this 24 hours, as we cannot guarantee if items have been tampered with whilst in your possession, and we cannot be held liable.

Shipping costs are non-refundable. Returns are to be paid for by the customer and the shipping cost will be deducted from any refund.

CHANGE OF MIND POLICY (APPLIES TO CLOTHING ONLY)
We understand that sometimes an item isn’t quite what you expected, so we offer the option to return your purchase for store credit when you’ve simply changed your mind. This covers things like choosing a different size, colour, or style depending on available stock.

• Change-of-mind returns must be submitted within 7 days from the date your order arrives.
• Items must come back in the same condition they were delivered in.
• All tags and original packaging need to still be attached.
• Items bought during sale or clearance periods cannot be returned for change of mind.• Products must be unworn, unwashed and unused.
• Returned items must be free from any marks, smells, animal hair and any signs of wear.
• Shipping fees are non-refundable, and return postage is paid by the customer.
• Store credit is the only form of reimbursement for change-of-mind returns.

Please email us if you would like to begin this process.

FAULTY ITEMS
We carefully inspect all products before they leave us, but mistakes can happen. If you believe the item you received isn’t working as it should, please get in touch at hello@mapleandbelle.com.au
Include your order number and a few photos and videos showing the issue so we can look into it promptly.

We love to hear interest in wholesaling our products! Please send us an email to hello@mapleandbelle.com.au to discuss these options, and please note, that only selected items are available for wholesale - we can discuss this via email.

Re-selling of our products via another business structure or ABN without a wholesale contract is a breach of our store policy and is not permitted - anybody caught violating this policy will be contacted either by us directly, or our legal team.

This includes, but is not limited to:

- Purchasing personalised and non-personalised items from us (all of our products are own designs that we work extremely hard on, to ensure we are not replicating anybody else's hard work.

- Including our items in your store without our consent. Eg. Individual items or as part of a package (ie. a gift pack or 'choose/make your own' pack).

These are strong violations our of our policy, and they will not be permitted.

- Re-selling on Facebook Marketplace, eBay, Gumtree as an individual for non-business purposes is accepted (Eg. You have finished creating memories with your milestone set, and you'd like to sell it so that somebody else can enjoy them with their little one).

 FAQ’s

As a small business, we value our customers and appreciate every order that comes through, your support for our small family business means everything to us. We have a very limited amount of sales and promotions throughout the year. To keep things fair for everyone, us included, coupon codes cannot be adjusted or added once you have made your order. We thank you for understanding.

Please remember that we are a small business operating from our home, we are not a large retail store.

What if my purchase is lost in the mail?

We hope this never happens, but please do contact us in the event of this unfortunate circumstance and we will do our best to assist you. We cannot replace orders that have gone missing or that have been stolen, as this is not our responsibility and we are not at fault. We will however, do our absolutely best to assist you.


Where do I return my goods to?

We hope that you will never have to return your items, however in this event please contact us to resolve any issues.
You as the buyer are responsible for the return shipping costs.

We are based in Clyde North, 3978. VIC.

If you do ever have an issue, please contact us so we can resolve it, and please, we ask you to be kind. We are all humans, and sometimes mistakes can happen - but we will always do our best to keep you happy.

Please, please, remember to remain kind - we will always show respect, and we ask for the same respect back.

Why do my items made from the same material appear slightly different?

As we use a range of different woods for laser cutting and engraving our items, there is always a chance that the wood may look slightly different to another item made from the same materials. This is because the wood is a natural product, and therefore will naturally have variations (which we believe adds to the beauty of the individual items!). Occasionally, the laser may hit patches or grains within the timber that appear lighter than other parts - this is also not considered a defect (unless the section is considered too great, in which case, we will re-make the item prior to dispatching as we will never send you anything that we aren't happy with ourselves.

By purchasing from us, you agree to understanding that this is out of our control - but we will always select only the best looking pieces for your items.
 
Occasionally, certain items may be unavailable (such as a particular type of flower that make up our dried floral arrangements). This is replaced by the next closest thing we have so that we can still get your order out to you. If changes cannot be made with a suitable replacement, you will be contacted prior to your order being created.
By purchasing from us, you agree to understanding this.

Privacy Policy
 
What is done with customer information?
When you purchase from Maple & Belle, we collect information from you such as your name, address, contact number and your email address. This is all part of the buying and selling process.
With your permission, emails may be sent out about our products, our store and special promotions and discounts.

 
What about our consent?

When you place an order through Maple & Belle, you provide us with your personal details such as your name and address, as well as your card/payment details to complete the payment of your purchase. We take this as your consent to us obtaining the information from you and using it for the purpose of the delivery of your goods.
We will never disclose your information to other parties UNLESS we are required by law to do so.

 
You are easily able to withdraw your consent (includes contacting you and use of your information) at any time by emailing us at hello@mapleandbelle.com.au
 
Maple And Belle reserves the right to change this policy at any time.