Shipping, Returns & Policy
SHIPPING
Every Cherry Pets order is made just for you. Because each product is personalised and embroidered to order, please allow 1-3 weeks or production before your order is dispatched.
Once your order has been shipped, you'll receive a confirmation email with tracking details so you can follow its journey.
Authority to Leave: If the delivery carrier determines it is safe to leave your parcel in a secure location, this decision is made at the carrier’s discretion. Cherry Pets is unable to control or influence where a parcel is left once it has been handed over to the delivery service.
SHIPPING DESTINATIONS
We proudly ship Australia-wide and worldwide. We ship mainly with Australia Post, however we can use UPS, DHL and other freight companies on occasion. Standard recommended shipping timeframe:
AU: $12 or FREE over $150 / 1-6 business days
NZ: $16.50 or FREE over $150 / 2-10 business days
US: 2-15 business days
UK: 2-15 business days
EU: 3-18 business days
CUSTOM & IMPORT
International orders may be subject to customs duties, taxes or import fees determined by your country's customs authority.
While we always complete customs documentation accurately and do everything we reasonably can to minimise the likelihood of additional charges where appropriate, we cannot guarantee that customs fees will not be applied, as these decisions are made solely by your local customs authority. These charges, if applicable, are the responsibility of the recipient.
INCORRECT SHIPPING DETAILS
Please ensure your shipping address is correct before placing your order. Your order gets processed within 24 hours. Cherry Pets cannot accept responsibility for parcels delivered to the address entered at checkout.
MADE TO ORDER
As each order is made to order and custom-made, we do not accept cancellations on orders. Once an order is placed, it goes through a system and gets worked on straightaway. No refunds or cancellations can be made.
ART APPROVALS
Complimentary artwork approvals must be approved or changes requested within 24 hours of being sent. It will be sent to the email address provided at checkout. It is the customer's responsibility to monitor their inbox, including their spam or junk folder. If we do not receive a response within this timeframe, we will proceed with production using the artwork provided to avoid delays.
*Pre-approval for artwork was applied on Tues 28th of July 26. Any order prior to this date, does not apply for pre-approval.* If you wish to use a different photo after the artwork has been completed, a $20 digitising fee will apply to create a new embroidery file.
Our embroidery portraits are designed to closely replicate your chosen reference photo. While we aim to capture your pet's unique features and likeness as accurately as possible, embroidery is an artistic medium and will never be an exact replica of the original photograph.
Artwork approvals are intended to confirm that your embroidery design matches your chosen reference photo as accurately as possible before production. This allows us to correct any genuine errors or details that may have been unintentionally missed during the digitising process.
Any requests to alter your pet's features, proportions, markings, expression, or add or remove details that differ from the original image will incur a $20 digitising fee for the creation of a new embroidery file.
RETURNS
As every Cherry Pets item is custom made and personalised specifically for you, we are unable to accept returns on custom orders including:
- Change of mind
- Incorrect sizing
- Personal preference
- Errors in customer-supplied information (including uploaded photos, names or addresses)
Please double-check all personalisation details before completing your order.
For non-custom orders, we offer returns for store credit. Return requests must be lodged within 10 days of the delivery date. Store credits have a 2 year expiry date. Items must be returned in their original condition with tags attached. To start a return, please contact us at hello@cherryembroidery.com with your order number.
If your order arrives damaged or you believe you've received the wrong item, please contact us within 2 days of delivery with your order number and clear photos of the issue.
If the issue is confirmed to be our error, we'll work with you to provide an appropriate resolution, which may include a replacement or refund.
LOST OR DELAYED PARCELS
Once an order has been handed to the shipping carrier, delivery times are outside of our control.
If your parcel appears delayed or lost, we'll gladly assist you in lodging an enquiry with the carrier and help however we can throughout the process.