Effective Date: 26th July, 2025

Business Name: TR House Portraits

Contact: tara@trhouseportraits

1. Delivery Timeframes

Each artwork is custom-made and completed in stages. Once the final approval (Stage 4 of the Check-In Schedule) is received and full payment is confirmed:

- The artwork will be shipped on the next available shipping day (Monday or Wednesday).

- Shipping delays caused by third parties (e.g. postal service disruptions or weather) are outside our control, but we will provide tracking and updates.

2. Production Time

The full commission process typically takes 1-10 weeks, depending on:

- The complexity of the artwork,

- Timely responses during each review stage,

- Our current booking queue.

Delays in communication may result in a longer turnaround time.

Custom size commissions may take longer than 10 weeks, depending on the size requested.

3. Packaging & Shipping

All artworks are packaged securely in rigid mailers or tubes with protective materials to prevent damage. Shipping is done via reputable postal or courier services with:

- Tracking, and

- Insurance (when available).

- Unless otherwise stated in your agreement, shipping costs are borne by the client.

4. Domestic & International Shipping

We currently offer:

- Australia-wide shipping via Australia Post or other trusted carriers.

- International shipping to selected countries on request (additional costs and timeframes apply).

Please contact us for a shipping quote before placing an international order.

5. Tracking & Notifications

You will receive an email notification once your artwork has shipped, including:

- Tracking number,

- Estimated delivery timeframe.

We are happy to follow up with the courier on your behalf in case of delays.

6. Lost or Damaged Items

If your parcel is lost or damaged in transit:

- Please contact us within 48 hours of receipt or expected delivery,

- Provide photos (if applicable) and tracking info

We will assist in lodging a claim with the courier and offer a suitable resolution:

- A partial refund, store credit, or re-creation (based on the extent of the loss and courier outcome).

7. Your Responsibilities

Please ensure:

- Your delivery address is accurate and complete at the time of ordering.

- Someone is available to receive the parcel or it is safe to leave it.

We are not liable for loss resulting from incorrect or incomplete delivery information.

5. Tracking & Notifications

You will receive an email notification once your artwork has shipped, including:

- Tracking number,

- Estimated delivery timeframe.

We are happy to follow up with the courier on your behalf in case of delays.

8. Legal Compliance

This shipping policy is designed to comply with:

- Australian Consumer Law (ACL) requirements for reasonable delivery times and remedies in case of loss or damage.

- Fair trading practices under the Competition and Consumer Act 2010.