TERMS & CONDITIONS
Our Terms & Conditions are subject to change. Please note that a policy of continual improvement to our product and services applies.
We can process your orders either by email, over the phone, or by fax. We accept all major credit cards. If you order online, our credit card facility is fully compliant with the required SSL encryption standards. For further security for our buyers, we do not keep credit card numbers. If you want to order with credit card through email, then we suggest that you send two emails with your half credit card details in either - this maximises your security. If you send an email order you should also include your name/business details, the item code and the full address to where it is being delivered. We will advise shipping costs on confirmation and send all invoices to the address supplied.
We prefer credit card payment, but we also accept PayPal. We will need your contact details when you place your order so that we can quote shipping charges.
Important: With all email/fax/phone orders we will need the item code. This code can be found in the product details window. You may find it convenient to download the order form from the web for all items that you wish order outside of our online ordering and payment system.
UNIQUENESS OF ITEMS
The very nature of these handcrafted items means that no two items are the same. Each item is unique and has been fashioned by hand. We feel this uniqueness adds to their beauty and value. As such these items are as much individual pieces of art, as well as having practical function.
ITEMS PICTURED FOR SALE
Photos of items displayed for sale are the ones pictured, except for smaller gift items like eggs, pendants and mini plaques. Should additional images be required before purchase, include this in a note on your order and this will be done for you. Or should you want additional samples of similar products, we can give you a choice from the stock we have.
With full order details, we generally process all orders paid for by credit card and PayPal on the next business day. All payments must be made in Australian dollars. Credit card charges will appear on your statement as "LivingFossil". We do accept cheques or money order, and all goods ordered by this method will only be shipped once the payment is fully cleared by the financial institutions involved. We will hold the item for the 5 day period that cheque or money order payments usually take to clear. Should the cheque or money/order not clear, the item will be placed back into stock or will be sold to any buyer with a backup order. Cheque payment should be made out to "Living Fossil." Electronic transfer of funds are also accepted and all payments must be made net of any bank fees that apply.
For domestic orders, we use Australia Post. As many items have considerable value, registered post and getting insurance is recommended and these costs will need to be met by our customers prior to shipping. Where necessary due to size and or weight limitations with Australia Post, we use our preferred shipper UPS. Although it is highly unlikely an order is lost, insurance is an option for our customers at their decision. Domestic orders will be shipped within 5 business days. Packaging for the item will be quoted upon order, as will final shipping costs.
While many of our orders originate from Australasia and South East Asia, we do extend our services right around the world. We do keep Australian business hours however (Sydney Eastern Standard Time). All international emails and orders will be promptly processed during our business hours above. For international shipping, we will use our preferred methods via UPS, and all delivery costs, including insurance, will need to be met by the customer prior to shipment. Our delivery time to international destinations will depend on the the method chosen (ship or air) and will vary depending on global location. Order tracking is only available for air freighted goods to overseas clients. For international orders we accept all major credit cards as well as PayPal, bank transfers and international money orders, however all payment must be made in Australian dollars net of any bank fees that apply. Packaging for the item will be quoted upon order, as will final shipping costs.
LOST OR DAMAGED SHIPMENTS
Normally Living Fossil's policy is to adopt the shipper's policy. Typically the following would apply:
* Damaged packages or goods must be reported with 24 hours of receiving your shipment.
* Lost shipments must be reported within 5 working days of expected arrival.
* Claims cannot be processed outside of these time periods.
Your satisfaction is our number one priority. If there is a problem with your order, please contact us within 5 working days of receiving the item(s) and we'll work to resolve your problem as quickly as possible. If we've made a mistake with your order, there will be no cost to you to get the correct items. Please read our additional policies for lost or damaged shipments. Please note that any item returned to us must have a Return Authorization (RA) Number that we will supply. All packages shipped back to us without an RA Number will be returned to you and you will not be reimbursed for the shipping expense. To obtain an RA Number, or inquire about lost/damaged shipments or manufacturer's defects, please email our returns department at
Any authorized returns must include the following:
All original contents (product, instructions, etc.).
Original invoice or receipt.
If we have authorized a refund for any items ordered apart from any lost, damaged, or incorrect orders, the order may be subject to a restocking fee of up to 20% for returned merchandise in good condition. This will cover the cost of any re-shipping of goods should that be required. (Please note that in most cases, shipping and handling charges cannot be refunded unless the problem is due to our error.)
Please contact us using the details on the Contact Us Page before shipping your product(s) to our location to be sure that you're taking the right steps in getting the assistance you need - and to avoid any shipping errors.