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frequently asked questions
We love hearing from our customers. If in doubt about anything at all, we encourage you to reach out to us and we promise you a “real” person will get back to you within 24 hours with an answer to your questions.
In the meantime, check through some our most commonly asked questions and perhaps your questions will be answered.
All of our goods are custom made to order but we offer FAST production and delivery times. Each product differs in how long it takes to produce averaging from 1 – 5 business days. Production times are listed on each product page.
We endeavor to seek the most cost effective and fastest delivery times possible dependant on product category and delivery address.
Each product differs in how long it takes to produce and delivery times vary but as as a general guide please refer to our reference of estimated delivery times here:
We offer FREE SHIPPING for all orders shipped to an address in the USA.
We offer a 100% quality guarantee and 14 day returns.
While we want every order to be perfect, mistakes can happen from time to time but rest assured we’ve got your back. We offer free reprints for your orders if we make a mistake.
If you are requesting a reprint, please be sure to include photographic evidence of the fault in your product, your name, your order number and the date your order was placed when you contact us.
If the product is as described and there is no manufacturing fault, the cost to cover any reprint request will depend on the circumstances.
Please read the following information regarding when you can request a reprint/refund and who covers the cost.
If you wish to make a claim please contact us at email@example.com
Unfortunately we are unable to redirect your order or cancel your order once it is placed.
Due to the custom made nature of our business, production begins as soon as your order is received.
Unfortunately we cannot halt or alter this process.
However, you will receive a dispatch notice with tracking information as soon as your order has shipped which will enable you to follow up with the shipping provider.
In the event that the shipping provider is unable to deliver your package, because an incorrect delivery address was provided by the customer then additional shipping charges will apply to have the goods redelivered.
If the goods were not delivered and returned to sender and there are no changes to the original delivery address that are required for a redelivery then we can issue a free replacement with no further charge.
Note: We have no control over the Postal Service and inquiries can be made directly with the shipping provider.
In the event of a non delivery or a return to sender, feel free to reach out to us and we are happy to assist.
Due to the one-off and highly personalized nature of custom made on demand products, we do not maintain stock and therefore cannot exchange items.
We encourage you to contact us with any inquiries or questions you may have before placing your order.
MISSING AN ITEM IN YOUR DELIVERY - What do I do if one of my Items Ordered is missing from my delivery?
If you place an order for more than one product we endeavour to ship it to you in a single package (if possible). Due to our various manufacturing facility locations we may need to package items seperately depending on which products you have ordered. If you do not receive all of your order in the first delivery, rest assured it will arrive soon.
Please refer to our Production Time frames on each product page & Shipping Timeframes for guidance on when to expect your delivery.
Follow the tracking link provided with your dispatch notification, and follow up with the Shipping Provider for updates.
Feel free to contact us if your package has not arrived after our timeframe guidelines.
Unfortunately we are unable to provide custom insert gift notes or packaging for products that are ordered. In order to speed up delivery times, your orders are packaged and shipped directly from our manufacturing facilities to you. With the sheer volume of orders being processed we do not wish to delay your shipment. We do however provide tracking information so you will be able to contact your gift recipient and advise them when to expect the surprise gift from you which is on its way to them.
Ozscape Designs does not provide bulk discounts for either product or shipping costs.
However we value your business and loyalty. We would be delighted for you to join our community and SUBSCRIBE to be the first to receive our Valued Customer Discounts, Notifications of upcoming Sales and New Product offerings.
Subscribe now to receive our “Free Bathroom Ideas Guide to organize the chaos and make Bath Time fun for you and the kids.”
We value your business and loyalty and encourage you to subscribe to receive our special members only discounts.
We would be delighted for you to join our community and SUBSCRIBE . You will be the first to receive our Valued Customer Discounts, Notifications of upcoming Sales and New Product offerings.
You will also be the first to receive our “Free Bathroom Ideas Guide to organise the chaos and make Bath Time fun for you and the kids.”
Ozscape Designs is a small family run business. This website is relatively new but we have been around for a long time. All of the designs in our shop are created by or curated by multi award winning textile designer – Lesley Edgar who has over 30 years experience in the fashion and home textiles business. Working now with carefully selected manufacturing partners across the globe, together we bring together exclusive design and quality products and ship them directly to you. We take pride in offering an exclusive customer service. With over 750 five star reviews our customer’s happiness speaks volumes. We would love for you to join our family of happy customers and Ozscape It with us!
Feel free to check out our ABOUT PAGE for more information about us.