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Information 2017-01-21T20:24:47+00:00

FAQ’s

We hope that you will find all the answers you need here, but if not, please feel free to CONTACT US anytime and we will be happy to help!

THESE TERMS AND CONDITIONS ARE SUBJECT TO CHANGE WITHOUT NOTICE AT OUR DISCRETION


Our Products

All of our products are designed by me, Zoe Pearn in my home studio on the mid-north coast of New South Wales.  I have over 10 years of experience designing products for the scrapbooking and fabric industry, having worked as a product designer for companies in both the USA and Australia. The bulk of our products are manufactured in China to keep costs low, but some of our items, such as our Flair Buttons, are hand-made right here in-house using professional equipment (and lots of love).

Our products are designed for scrapbookers by an avid scrapbooker with a passion for design. We want to make beautiful products that will make you be proud of your creations, and as such we try and offer the best quality and innovative products through Cocoa Vanilla Studio.

We have tried to keep our product pricing in line with the competition.  Some of our products might be priced a few cents higher than some of the “big” companies, but keep in mind that we are a small, family-run business who does everything from the ground up. We don’t have a receptionist, we don’t have sales or logistics managers, and we don’t have a payroll the length of your arm. This means we also don’t have the “buying power” of some of the big companies, so sometimes we can’t offer rock-bottom pricing on our items.

Please be assured that every purchase you make supports a local, family-owned business – thank you for your support! :)

Please note that colours may vary from computer screen to product. Colours vary from computer monitor to computer monitor depending on the colour and contrast settings on your computer monitor.


Pricing

All prices are in Australian Dollars (AUD), and include GST.  All Australian orders are subject to GST, while international orders are GST-free.


Product Usage

Our products are intended for personal use only.  However, we are a small business, and would love to help other small businesses and crafty people like you make some extra money using our products for their UNIQUE creations to offer for sale, such as cards or custom scrapbook pages (ie NOT manufactured or mass-produced).  Please contact us via our Contact page with details of your intended use for further information or approval.

Questions? Please contact us via our Contact page

Australian Shipping

We can think of better ways to spend our hard earned cash than giving it to Australia Post, so we have tried to keep our shipping costs as low as possible!

We offer $10 flat rate shipping Australia wide, on all orders under $90 (including GST).

We offer FREE shipping Australia wide on all orders over $90 (including GST).

If your order consists of SMALL ITEMS ONLY (ie flair buttons, wood veneer, cork), then we offer flat rate shipping Australia wide for $3.50.

If your order consists of a mix of items (ie scrapbooking paper + a pack of flair buttons), and is under $95, then shipping will be charged at the $10 flat rate.

If your order qualifies for Free Shipping it will automatically be applied to your order.

All orders are sent via Australia Post and include tracking at no extra charge as part of their Click and Send service.

All orders will be posted in either a sturdy cardboard box, or a rigid mailer (depending on the size of the order).

We endeavour to pack and send your order as soon as possible. Please allow 1-2 business days for processing of your order. You will be notified by email when your order has been sent.

We offer standard shipping through Australia Post and FastWay- please allow 2-10 business days for delivery.

Questions? Please contact us via our Contact page

International Shipping

We are an Australian-based business, however we welcome our international customers too!

We offer international shipping, and charge ACTUAL COST for shipping on international orders, based on the order’s weight.  We are unable to offer flat rate shipping at this time for international orders.

If you would like to see the cost of shipping your order before you checkout, simply enter your country in the “Calculate Shipping” section when you are viewing your cart – located under the cart totals.

All orders are sent via Australia Post AirMail. Most international zones, including New Zealand, USA & Canada, and Europe, have tracking available for an extra fee. If tracking is available on your order, you will be offered the choice when checking out. (Australia Post excludes some zones from their Pack and Track International network).

International customers are responsible for any applicable duties or taxes that are charged by Customs in their country.

All orders will be posted in either a sturdy cardboard box, or a rigid mailer (depending on the size of the order).

We endeavour to pack and send your order as soon as possible.Please allow 1-2 business days for processing of your order. You will be notified by email when your order has been sent.

We offer standard shipping through Australia Post – please allow 3-10 business days for delivery (as advertised by Australia Post), however some international destinations could take longer.

Questions? Please contact us via our Contact page

Returns & Refunds

All orders are hand-picked by us, and are checked for quality and correctness at the time of packing. We take great care to pack our orders to avoid damage in transit.

We cannot be responsible for items lost in transit once it leaves our hands, so if you are concerned about orders being lost in the mail, you can opt to pay an extra fee for Registered Post/Signature on Delivery.  All orders are tracked through Australia Post’s Click and Send service, so we will be notified when you receive your parcel.

In the extremely rare event that you receive a faulty/damaged item, please make contact with us via our Contact page within 7 DAYS of receiving your order.  We will endeavour to resolve the issue as quickly as possible.

Please note, we do not offer refunds or accept returns for a “change of mind”.

We endeavour to keep our stock levels as accurate as possible, but there may be circumstances in which an item you order may not be in stock.  We assure you that this is very unlikely, but in the case that something you order is out of stock, we will refund you for the missing items after processing your order.

Questions? Please contact us via our Contact page

Copyright Information

All images and products on this website are Copyright (c) 2005 – present Zoe Pearn – Cocoa Vanilla Studio.  All Rights Reserved.

Purchasing our products gives you the right to sell said physical products. You are not permitted to reproduce or otherwise copy our designs with the intent to sell, manufacture, or reproduce our products.  This includes digital renditions of our products (ie: using our products as direct inspiration for “printables”, even for free, that are given in conjunction with our products).

All layouts, projects and images displayed on this website are the property of Cocoa Vanilla Studio / Zoe Pearn Designs, or their respective owners.

Please do not copy images for any use other than for your own personal inspiration.

“Pinning” images to Pinterest is permitted and encouraged (WE LOVE PINTEREST!!), provided the original image description and link to website remains intact. Please provide credit where credit is due.

Your Privacy

This following document sets forth the Privacy Policy for the Cocoa Vanilla Studio website, www.cocoavanilla.com.au

Cocoa Vanilla Studio is committed to providing you with the best possible customer service experience. Cocoa Vanilla Studio is bound by the Privacy Act 1988 (Crh), which sets out a number of principles concerning the privacy of individuals.

Collection of your personal information

There are many aspects of the site which can be viewed without providing personal information, however, for access to future Cocoa Vanilla Studio customer support features you are required to submit personally identifiable information. This may include but not limited to a unique username and password, or provide sensitive information in the recovery of your lost password.

Sharing of your personal information

We may occasionally hire other companies to provide services on our behalf, including but not limited to handling customer support enquiries, processing transactions or customer freight shipping. Those companies will be permitted to obtain only the personal information they need to deliver the service. Cocoa Vanilla Studio takes reasonable steps to ensure that these organisations are bound by confidentiality and privacy obligations in relation to the protection of your personal information.

Use of your personal information

For each visitor to reach the site, we expressively collect the following non-personally identifiable information, including but not limited to browser type, version and language, operating system, pages viewed while browsing the Site, page access times and referring website address. This collected information is used solely internally for the purpose of gauging visitor traffic, trends and delivering personalized content to you while you are at this Site.

From time to time, we may use customer information for new, unanticipated uses not previously disclosed in our privacy notice. If our information practices change at some time in the future we will use for these new purposes only, data collected from the time of the policy change forward will adhere to our updated practices.

Changes to this Privacy Policy

Cocoa Vanilla Studio reserves the right to make amendments to this Privacy Policy at any time. If you have objections to the Privacy Policy, you should not access or use the Site.

Accessing Your Personal Information

You have a right to access your personal information, subject to exceptions allowed by law. If you would like to do so, please let us know. You may be required to put your request in writing for security reasons. Cocoa Vanilla Studio reserves the right to charge a fee for searching for, and providing access to, your information on a per request basis.

Contacting us

Cocoa Vanilla Studio welcomes your comments regarding this Privacy Policy. If you have any questions about this Privacy Policy and would like further information, please contact us via our Contact page.

✮ FREE Shipping Australia Wide on Orders Over $90 (Conditions Apply) ✮ All Prices in AUD Incl GST ✮ YES we Ship Internationally ✮ Dismiss