Thank you for choosing to shop at Heavenly Memorial Designs. If your question is not answered here, please feel free to contact via the “contact us” section at the bottom of the page, and we will be in touch within 24 hours.
We try our best to keep our postage charges at an affordable price for our customers. Therefore postage is currently FREE for all orders over $100 anywhere in Australia.
We would like you to read our Terms & Conditions to ensure you are fully aware of your rights when purchasing from our website.
Shipping within Australia
We currently offer free Standard Shipping within Australia for orders over $100.
Products will be shipped via Australia Post or a courier service.
Orders are shipped to you as soon as possible. In stock items will be shipped to you within 2-3 business of receiving cleared funds for your order.
Personalised products take longer to ship as they are individually made and customised just for you.
Personalised Items Production + Shipping times:
Cast bronze plaques – approximately 6-8 weeks to be produced and shipped (excluding December & January orders)
Granite and Sandstone Plaques - approximately 21 business days to be produced and shipped (excluding December & January orders)
Riverstones, Sandstone Candles & Photo Frames - approximately 21 business days to be produced and shipped (excluding December & January orders)
Photo albums & Keepsake Boxes – take 10-14 business days for personalisation + shipping. (excluding Christmas to Mid January orders)
Please note once your item has been posted by Heavenly Memorial Designs, we do not take any responsibility for lost or stolen parcels.
International shipping is currently not available at Heavenly Memorial Designs. Please contact us if you wish to order from overseas.
Order changes: An order cannot be changed or cancelled after it has shipped. In the event your order has already shipped, any changes or cancellation would be subject to our Returns & Exchange Policy below.
Returns and Refunds
Heavenly Memorial Designs takes great care in sending our products in perfect condition. If however you find a product is faulty, damaged or incorrect Heavenly Memorial Designs must be contacted with fourteen (14) days of receiving the product to discuss refund options.
If you are entitled to a refund, we will only give you the refund once evidence of faulty, damaged or incorrect product is received by us. You may return the faulty product by contacting our office and returning it to the address provided. Any refund we make will be by the same payment method used to purchase the product.
Change of Mind: Please choose your items carefully as we do not accept returns for change of mind.
Personalised Items: We do not accept returns or offer refunds of any personalised items, It is the responsibility of the customer to ensure the spelling of names and details for all personalised products are correct prior to checkout and on all artwork proofs provided. Heavenly Memorial Designs will take no responsibility in spelling mistakes due to customer error.
Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Undeliverable Postcodes/ Remote Areas
Please contact our office if you live in an area that is remote of undeliverable via a courier. We are happy to check with our shipping contacts to see if you item can be delivered and your order processed successfully.